- Lost Calls
- Phone Wait Time
- Documentation Accuracy
- Documentation Completion Rate
- Invoicing Speed
- Invoicing Accuracy
- Booking Turn Time
- Email Response Time
- Rate Quotation Speed
- Service Recovery
The One Hour Booking: eBooking Turn Time
The completed eBookings count is divided by the combined total of the completed eBookings count and the pending eBookings count to determine the percentage of bookings completed in the designated one-hour increment. eBookings include eBookings submitted via MOLpower.com, EDI and third-party portals.
Achieve a 85% eBooking completion rate.
MOL Action Plan:
In March 2017, the 59% result was a significant decrease from February 2017.
In February 2017, the 71% result was a s light decrease from January 2017.
In January 2017, the 74% result was an improvement from December 2016.
In December 2016, the 71% result was below the target.
The Two Hour Booking: Booking Turn Time
The percentage of new bookings confirmed within two working hours. Completion of all new booking requests are tracked by system-generated email and internal enterprise resource planning (ERP) timestamps from initial receipt through to automated booking confirmation.
Achieve a 95% booking completion rate.
MOL Action Plan:
In March 2017, the 66% result was a decrease from February 2017.
In February 2017, the 68% result was a decrease from January 2017.
In January 2017, the 86% result was a slight increase from December 2016.
In December 2016, the 85% result was a significant increase and we are getting closer to the target.
In November 2016, the 73% result was steady compared with the October 2016 result.
In October 2016, the result increased significantly to 73% but remains well short of the 95% target.
In September 2016, the result declined significantly to 51%, primarily as a result of a significant increase in volume. We regularly review the allocation of staff in order to meet customer needs.
In August 2016, the result declined to 92%, and is three percentage points away from reaching the target.
In July 2016, the result improved to 94%, and is only one percentage point away from reaching the target.
In June 2016, the result improved to 84%, but we are still below the target.
In May 2016, although the result improved dramatically to 75%, we still missed the target.
In April 2016, the result decreased to 52%. While staff absences had an impact, the result was primarily due to increased booking volumes.
In March 2016, the result decreased to 77%.
In February 2016, the result decreased slightly to 93%.
In January 2016, although we missed the target, the 94% was an increase compared to December 2015.
December 2015. Although we missed the target, the 91% result showed improvement compared to October 2015 and November 2015.
November 2015. Although we missed the target, the 86% result for November 2015 was consistent with that of October 2015.
October 2015. Although we missed the target, the result was a significant improvement compared to September 2015 and we anticipate further improvements in November 2015 and December 2015.
September 2015. We missed the target.There were delays during the first two weeks of September as new customer service representatives familiarized themselves with the booking process. There has been strong improvement since that time. MOL has taken a few steps to ensure the results improve. First, team leads are responsible for clearing the e-booking and new booking mailboxes as a first priority. Second, work by new customer service representatives is being checked by managers and team leads to ensure timeliness and accuracy. Third, we ensure that there is a proper distribution of work among staff and we re-align staffing time schedules as needed.