Service Charter. Global Key Performance Standards. Definition - Destination Service Performance

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Rosalind Fisher
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Key Performance Measurements Each network company location or branch must maintain the following minimum standards in order to remain in good standing as a member of the Allied Network: Origin Claims

1 Key Performance Measurements Each network company location or branch must maintain the following minimum standards in order to remain in good standing as a member of the Allied Network: Origin Claims Experience Lower than 0.9% of total claims cost as a % of total declared value moved Origin Customer Survey Above an average of 4.0/5 for origin services Destination Customer Survey Above an average of 4.0/5 for destination services Updated 4 December 2014

2 Definition Booked Shipments Any air, sea, or road shipment that crosses a national border (including Hawaii & Alaska but excluding Canada in USA). Air, sea, and road components will be counted as individual shipments. Separate moves to storage that form part of an international move, will not be counted. Shipments that move in two parts (e.g. an initial move, followed later by an additional move) will be counted as two shipments. Vehicles (e.g. cars, motorcycles, trailers etc) will be counted as a shipment, if shipped separately. They will not be counted as a separate shipment if they are shipped in the same consignment household effects. Updated 11 July 2012

3 Definition Origin Claims Experience Metric will be based upon insured shipments where the origin service has been performed by the location regardless of the booking location. Claims experience will be measured on a rolling 12month basis with a 3month time lag. For example claims experience for December 2014 will be measured on shipments performed between October 1, 2012 and September 30, This provides for a more realistic view and a 3month maturation period for claims to be reported. Claims experience will be a measurement of total amount paid in claims as a percentage of the total value insured. Metric will exclude insured imports and third country moves booked by the location. Updated 4 December 2014

4 Definition Origin Service Performance Metric will only be based upon quality surveys submitted through the network quality system where the network location has provided origin services on an international move. Metric will be measured on a rolling 12month period with no time lag. Metric will be the cumulative customer survey score. Updated 11 July 2012

5 Definition Destination Service Performance Metric will only be based upon quality surveys submitted through the network quality system where the network location has provided destination services on an international move. Metric will be measured on a rolling 12month period with no time lag. Metric will be the cumulative customer survey score. Updated 11 July 2012

6 Performance Recovery Period Claims Experience In the event that any network company location falls below the required standards the following process will be adopted with the primary goal of restoring the network company to good standing: Above 0.9% Updated 11 July 2012 Network location will receive written notice of their failure to achieve the Key Performance Target. Network location will acknowledge within 14 days and provide an action plan and timeline to recover to minimum standard. If no improvement is shown in 180 days, the network location may be suspended from full or partial participation in receiving origin and destination services from the Network unless the cause of the failure is not within the control of the network location.

7 Performance Recovery Period Customer Survey In the event that any network company location falls below the required standards the following process will be adopted with the primary goal of restoring the network company to good standing. Due consideration will be given to the number of surveys received to verify that the survey size is representative of the quality of service provided. Any network company receiving over 30 surveys in a 12month period will be regarded as receiving a representative sample: Below 4.00 Updated 4 December 2014 Network location will receive written notice of their failure to achieve the Key Performance Target. Network location will acknowledge within 14 days and provide an action plan and timeline to recover to minimum standard. If no improvement is shown in 120 days the network location may be suspended from full or partial participation in receiving origin and destination services from the Network unless the cause of the failure is not within the control of the network location.

8 Performance Recovery Period Repeated Service Failures In addition to the Key Performance Targets, at the discretion of the Vice President of Global Network Management, and following consultation with the Regional Managing Director, a network location may be suspended from receiving origin and destination services from the Allied Network in the event that multiple significant service failures are reported within a fourweek period. In this event, the network location will receive written notice outlining the nature of the service failures. The network location will acknowledge within 14 days providing an explanation and action plan to avoid future incidents of the nature outlined. The network location will be removed from suspension once the Vice President of Global Network Management is satisfied that the network location has taken adequate steps to avoid repetition of the incidents described. Updated 11 July 2012

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