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Table 1 Service Terms ACTION categories with prototype standards and metrics

From: Standard setting and carrier differentiation at seaports

ID

Name

Services included

Star standard

Metrics

A

Accessorial

Accessorial or extra services requested or required by the service. Examples: Humping, handling charges, labeling, packing, etc.

Service adds less than 1% of quoted delivery time to the actual delivery time

Performance time of service on the cargo.

C

Customer service

Factors required by the service related to quality of the service; in this category fall any service factors that can be measured by remote sensing or devices, as opposed to data entry in IT systems.

Examples: Load tracking requirements, quality maintenance, safety, damage tracking, temperature, moisture exposure, motion, sensing or measurement. Also included is the estimated delivery time provided 24 h prior to trip start, since the actual can be tracked real time.

Service adds less than 1% of quoted delivery time to the actual delivery time

Actual vs quoted time.

T

Transport

Factors relating to actual movement of the goods in conveyances, or during the time they are being moved or supposed to be.

Equipment availability: chassis, railcars, cranes, loaders, berths, time limits. Unit train or bundled service requirements.

Follow laws of country, jurisdiction, or flag.

Speed standards (km/h).

Adds less than 2% of quoted delivery time to the actual delivery time

Actual vs standard movement speed.

Delay times.

I

Inventory

Factors of stowage, demurrage, warehouse time, goods in static locations. Handling, in-and-out, trans-loading, crossdocking.

Service adds less than 1% of quoted delivery time to the actual delivery time

Actual vs standard times.

O

Orders and papers

Commercial documents, invoicing, collection, payment for any services or material, customs papers, insurance, doc preparation and communication to proper parties.

Activities which might reasonably be handled by information technology are included here whether or not it is actually handled by IT or manually.

Adds less than 2% of quoted delivery time to the actual delivery time

Actual vs standard times.

N

None of above

Factors relating to anything not covered in the five categories above. Used when a contract has requirements for service performance that must be specifically stated in the contract.

Factor agreed standards in contract met.

1% and 2% rules can be quoted.

Measures defined in contract. 1% and 2% rules can be referred to.