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Service Recovery: Ticket Turn Time

The percentage of tickets resolved within 48 hours. We measure the time between when the ticket is assigned to the service recovery team analyst to when it is resolved. The time is measured by the hours between 8:00 a.m. U.S. eastern standard time and 5:00 p.m. U.S. eastern standard time, Monday thru Friday.

MOL Target:
Achieve a ticket turn time percentage of 70%.

MOL Action Plan:

September 2016. We have removed this KPI from the list of externally published KPI results.

August 2016. Our results increased ot 79% and we are again well above the target.

July 2016. Our results declined to 58% and we missed the target. The Service Recovery Team strives to return shiipments to proforma that are not meeting their original shipment plan within 48 hours. Our July results were impacted significantly as a result of the BNSF train derailment in late June. The majority of the shipments that were impacted took up to three weeks to return to proforma.

June 2016. Our results improved to 92% and we are well above the target.

May 2016. Our results improved dramatically to 91% in part due to a reduced volume of service recovery tickets.

April 2016. Our results dipped from 81% in March to 71% in April. While still achieving the target, the results slipped due to the closure of a few more time consuming tickets, while others remained open. We expect results to stabilize in May 2016.

March 2016. Our results were at 81% and improvement of six percentage points above February. As the team's overall knowledge continues to expand, they have become more proficient in resolving service related issues. Results were positive but we did have a larger number of vessel voyage notifications, these tickets are usually opened and closed in a short amount of time and help to improve the recovery metric.

February 2016. We achieved the target. The service recovery team resolved 75% of tickets within 48 hours. The result is stronger than the previous month as a result of a team effort. The team continues to focus their attention on returning shipments back to proforma and resolving the tickets within 48 hours.

January 2016. We achieved the target with a result of 72%.

September 2015 thru December 2015. Prior to January 2016, we reported only the ticket assignment speed and not the ticket turn time. Below results are for ticket assignment speed, which measured the percentage of tickets assigned in less than four hours. The ticketing system measured the time between when the ticket is received to when it is assigned to the service recovery team analyst.

December 2015. We achieved the target with a result of 100%.

November 2015. We exceeded the target for the third month in a row and improved compared to October 2015. The transition to specialized roles by service recovery ticket category continues to help maintain our strong performance.

October 2015. We exceeded the target but the result declined compared to September 2015.

September 2015. We exceeded the target and we recently transitioned to specialized roles by service recovery ticket category which has improved our performance.

Service Recovery: Ticket Turn Time Service Recovery: Ticket Turn Time

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