The results are available on a monthly basis and posted in greater detail at www.CountOnMOL.com.
The results of the Shipment Management Center Customer Commitments are included.
| October 2016 Regional Key Performance Indicators (KPI) | ||||
| KPI | TARGET | AUGUST
2016 | SEPTEMBER
2016 | OCTOBER
2016 |
| Lost call percentage | Less than 2% |
1.65% |
3.90% |
12.8% |
| Less Waiting
Average telephone wait time | Less than 90 seconds* | 11 seconds | 12 seconds | 16 seconds |
| The Two Hour Booking
Average booking turn time | 95% within 2 hours | 92% | 51% | 73% |
| The Prompt Response
Email response time | 95% within 4 hours | 96% | 90% | 84% |
| The 24 Hour Quote
Rate quotation speed | 85% within 24****
hours | 76% | 73% | 63% |
| Asia to U.S. Documentation Accuracy | 99.50% | 99.41% | 99.50% | 99.34% |
| U.S. Export Documentation Accuracy | 99.50% | 99.09% | 99.42% | 99.02% |
| U.S. Export B/L Documentation
Completion Rate | 98% complete 24 hours after vessel ATD |
99.68% |
99.59% |
99.66% |
| The 24 Hour B/L
U.S. Export B/L Documentation Completion Rate | 95% completed within 24 hours after receipt of shipping instructions | 99% | 92% | 99% |
| EDI Message Processing
Without Failure | 95%** | 96.0% | 95.2% | 96.1% |
| EDI Uptime | 99% | 99.0% | 99.0% | 99.1% |
| Customer setup time | 100% setup within 48 hours*** | 100% | 100% | 100% |
| Customer scorecard compliance | 95% | 95.5% | 96.0% | 95.2% |
*The target was modified from 20 seconds to 120 seconds, effective with January 2015. It was again modified to 90 seconds, effective with September 2015 and the establishment of the Shipment Management Center Customer Commitments.
**The target has been increased from 90% to 95%, effective with January 2015.
***The target has been modified effective in January 2015. The target was previously ”within 72 hours”. It is now ”100% setup within 48 hours.”
****The target has been modified from 85% within 24 business hours to 85% within 24 hours.
About MOL
Mitsui O.S.K. Lines, Ltd. (MOL) has the world’s largest ocean shipping fleet. Backed by experience and technologies developed over 132 years, MOL moves today’s global economy. MOL operates specialized bulk carriers for iron ore, coal, and woodchips; tankers that transport crude oil and LNG; car carriers; cruise ships; ferries and coastal liners; and containerships that deliver a variety of finished products as part of the largest and most diverse global network of liner and logistics services. MOL (America) Inc. is a wholly-owned subsidiary of MOL.
