Client Charter Achievement Quarterly Report
|
Year 2019
|
|
OPERATION
Menjanjikan pergerakan perkhidmatan berikut untuk setiap pengguna:
|
|
Bil.
|
Piagam Pelanggan
|
Jan
|
Feb
|
Mar
|
Apr
|
May
|
Jun
|
July
|
Aug
|
Sept
|
Oct
|
Nov
|
Dec
|
|
A.
|
Proses penghantaran keluar(Delivery)
i. Kontena -15 minit
ii. Kargo - 15 minit
|
89%
100%
|
89%
100%
|
89%
100%
|
88%
100%
|
88%
100%
|
88%
100%
|
89%
100%
|
89%
100%
|
89%
100%
|
88%
100%
|
88%
100%
|
88%
100%
|
|
B.
|
Pemeriksaan Keselamatan
i. Kontena -3 minit
ii. Kargo - 5 minit
|
100%
100%
|
100%
100%
|
100%
100%
|
100%
100%
|
100%
100%
|
100%
100%
|
100%
100%
|
100%
100%
|
100%
100%
|
100%
100%
|
100%
100%
|
100%
100%
|
|
C.
|
Mempastikan masa pusingan kapal adalah singkat, dengan mengendalikan:
(i)Kontena tidak kurang daripada 15 teus/ gang sejam (menggunakan kren).
(ii) 90 tan kargo berpalet/gang sejam minima.
(iii) Kargo am sebanyak 30 tan/gang sejam minima.
|
96%
100%
94%
|
96%
100%
94%
|
96%
100%
94%
|
98%
100%
95%
|
98%
100%
95%
|
98%
100%
95%
|
96%
100%
94%
|
96%
100%
94%
|
96%
100%
94%
|
98%
100%
95%
|
98%
100%
95%
|
98%
100%
95%
|
|
D.
|
Menyediakan sekurang-kurangnya 3 kumpulan/gang kerja dalam syif pertama dan kedua dan dua kumpulan/gang kerja dalam syif ketiga.
|
100%
|
100%
|
100%
|
100%
|
100%
|
100%
|
100%
|
100%
|
100%
|
100%
|
100%
|
100%
|
|
E.
|
Mempastikan purata penggunaan dermaga yang optima berpandukan piagam industri.
|
100%
|
100%
|
100%
|
100%
|
100%
|
100%
|
100%
|
100%
|
100%
|
100%
|
100%
|
100%
|
|
FINANCE
Mengamalkan pengurusan yang dibolehsuaikan sperti berikut:
|
|
Bil.
|
Piagam Pelanggan
|
Jan
|
Feb
|
Mar
|
Apr
|
May
|
Jun
|
July
|
Aug
|
Sept
|
Oct
|
Nov
|
Dec
|
|
A.
|
Menyediakan kemudahan kredit kepada pelanggan yang layak.
|
100%
|
100%
|
100%
|
100%
|
100%
|
100%
|
100%
|
100%
|
100%
|
100%
|
100%
|
100%
|
|
B.
|
Menyediakan perkhidmatan kaunter “R, S & D Billing”selari dengan waktu operasi.
|
100%
|
100%
|
100%
|
100%
|
100%
|
100%
|
100%
|
100%
|
100%
|
100%
|
100%
|
100%
|
|
C.
|
Menyediakan “R, S & D bill”dan "Convoy Note" dalam masa 5 minit bagi setiap “Delivery Order”yang didapati lengkap dan betul oleh Jabatan Kewangan Lembaga ini :
(i) Bagi pelanggan tunai - apabila bayaran penuh sudah dibuat.
(ii) Bagi pelanggan kredit dengan kredit yang mencukupi.
|
79%
|
79%
|
79%
|
82%
|
82%
|
82%
|
79%
|
79%
|
79%
|
82%
|
82%
|
82%
|
|
D.
|
Menyediakan bil-bil perkapalan tidak melebihi 21 hari selepas kapal berlepas.
|
93%
|
93%
|
93%
|
92%
|
92%
|
92%
|
93%
|
93%
|
93%
|
92%
|
92%
|
92%
|
|
E.
|
Menjanjikan pembayaran dalam masa 14 hari untuk bil-bil yang disahkan betul.
|
93%
|
93%
|
93%
|
92%
|
92%
|
92%
|
92%
|
92%
|
92%
|
90%
|
90%
|
90% |
|
FEEDBACK RESPONSE TIME
|
|
Bil.
|
Piagam Pelanggan
|
Jan
|
Feb
|
Mar
|
Apr
|
May
|
Jun
|
July
|
Aug
|
Sept
|
Oct
|
Nov
|
Dec
|
|
A.
|
Every feedback will be replied within three (3) to seven (7) working days (not including feedback receiving day).
|
100%
|
100%
|
100%
|
100%
|
100%
|
100%
|
100%
|
100%
|
100%
|
100%
|
100%
|
100%
|
|
|
|
B.
|
All complaints will be replied within fourteen (14) days.
|
100%
|
100%
|
100%
|
100%
|
100%
|
100%
|
100%
|
100%
|
100%
|
100%
|
100%
|
100%
|
|
|
