CEN/TR 14709:2006
(Main)Postal services - Quality of service - Guide for the implementation of EN 13850
Postal services - Quality of service - Guide for the implementation of EN 13850
This Technical Report is an implementation guide to EN 13850 and its amendments for use by postal operators, regulators and those responsible for commissioning, carrying out, or auditing the measurement of postal service quality. It gives information, which will facilitate the implementation of EN 13850. It gives an overview of the processes required and factors to consider when measuring quality of service. It provides guidance on alternative approaches allowed in the EN 13850 including how to select and calculate alternative or additional discriminant factors and methods for weighting of strata. It describes a process for implementation of the measurement system, and provides examples and clarification on specific requirements of EN 13850. It gives information on how to interpret the test results obtained by measurement according to the standard.
In all places where references in this Technical Report are made to EN 13850 it should be understood that it includes all amendments to EN 13850. This Technical Report does not alter in any way the requirements of EN 13850. It is concerned with technical issues in the implementation of the measurement system. The Technical Report provides guidance but it does not specify how the regulators shall enforce and monitor the use of the standard since this is the responsibility of the European Commission and the national regulatory authorities themselves.
Parts of this Technical Report may also be considered for guidance when implementing the following quality of service standards:
- CEN/TS 14773, Postal services - Quality of service - Measurement of loss and substantial delay in priority and first class single piece mail using a survey of test letters
- EN 14508, Postal services - Quality of service - Measurement of transit time of end-to-end services for single piece non-priority and second class mail
- EN 14534, Postal services - Quality of service - Measurement of transit time of end-to-end services for bulk mail
Postalische Dienstleistungen - Dienstqualität - Leitfaden für die Anwendung von EN 13850
Services postaux - Qualité de service - Guide pour la mise en oeuvre de l'EN 13850
Le présent Rapport Technique est un guide de mise en oeuvre de l’EN 13850 et de ses amendements destiné à être utilisé par les opérateurs postaux, les régulateurs et les parties chargées de mettre en service, réaliser ou faire l’audit de la mesure de la qualité des services postaux. Il fournit des informations qui faciliteront la mise en oeuvre de l’EN 13850. Il donne un aperçu des processus requis et des facteurs à prendre en compte lors de la mesure de la qualité de service. Il fournit des indications sur les méthodes alternatives autorisées dans l’EN 13850, y compris la manière de sélectionner et de calculer des facteurs discriminants alternatifs ou supplémentaires et des méthodes de pondération des strates. Il décrit un processus permettant la mise en oeuvre du système de mesure, et fournit des exemples et des éclaircissements relatifs à des exigences spécifiques de l'EN 13850. Il donne des informations sur la manière d’interpréter les résultats d’échantillon test obtenus par une mesure conformément à la norme.
Chaque fois qu’il est fait référence à l’EN 13850 dans le présent Rapport Technique, il est entendu que tous les amendements à l’EN 13850 sont inclus. Le présent Rapport Technique ne modifie en aucune manière les exigences de l’EN 13850. Il s’intéresse aux questions techniques soulevées par la mise en oeuvre du système de mesure. Le Rapport Technique fournit des recommandations, mais il ne spécifie pas la manière dont les régulateurs doivent faire appliquer et contrôler l’utilisation de la norme, car cela relève de la responsabilité de la Commission Européenne et des autorités nationales de régulation elles-mêmes.
Les parties du présent Rapport Technique peuvent également servir de guide lors de la mise en oeuvre des normes suivantes relatives à la qualité de service :
Poštne storitve - Kakovost storitve - Vodilo za uvajanje EN 13850
General Information
Relations
Standards Content (Sample)
SLOVENSKI STANDARD
01-januar-2007
1DGRPHãþD
SIST-TP CEN/TR 14709:2006
Poštne storitve - Kakovost storitve - Vodilo za uvajanje EN 13850
Postal services - Quality of service - Guide for the implementation of EN 13850
Postalische Dienstleistungen - Dienstqualität - Leitfaden für die Anwendung von EN
Services postaux - Qualité de service - Guide pour la mise en oeuvre de l'EN 13850
Ta slovenski standard je istoveten z: CEN/TR 14709:2006
ICS:
03.240 Poštne storitve Postal services
2003-01.Slovenski inštitut za standardizacijo. Razmnoževanje celote ali delov tega standarda ni dovoljeno.
TECHNICAL REPORT
CEN/TR 14709
RAPPORT TECHNIQUE
TECHNISCHER BERICHT
April 2006
ICS 03.240 Supersedes CEN/TR 14709:2003
English Version
Postal services - Quality of service - Guide for the
implementation of EN 13850
Services postaux - Qualité de service - Guide pour la mise Postalische Dienstleistungen - Dienstqualität - Leitfaden für
en oeuvre de l'EN 13850 die Anwendung von EN 13850
This Technical Report was approved by CEN on 17 November 2005. It has been drawn up by the Technical Committee CEN/TC 331.
CEN members are the national standards bodies of Austria, Belgium, Cyprus, Czech Republic, Denmark, Estonia, Finland, France,
Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Romania,
Slovakia, Slovenia, Spain, Sweden, Switzerland and United Kingdom.
EUROPEAN COMMITTEE FOR STANDARDIZATION
COMITÉ EUROPÉEN DE NORMALISATION
EUROPÄISCHES KOMITEE FÜR NORMUNG
Management Centre: rue de Stassart, 36 B-1050 Brussels
© 2006 CEN All rights of exploitation in any form and by any means reserved Ref. No. CEN/TR 14709:2006: E
worldwide for CEN national Members.
Contents page
Foreword.3
Introduction .4
1 Scope .5
2 Purpose and use of postal quality of service standards.6
3 Considerations before implementing the EN 13850.8
4 Implementing EN 13850 and its amendments .10
5 Information regarding the interpretation of specific clauses and formulae in EN 13850 .16
Annex A Implementation timetable.24
Foreword
This Technical Report (CEN/TR 14709:2006) has been prepared by Technical Committee CEN/TC 331
“Postal services”, the secretariat of which is held by NEN.
This Technical Report supersedes CEN/TR 14709:2003.
Introduction
nd
This 2 edition of CEN/TR 14709 is supplementary to EN 13850 Postal services — Quality of service —
Measurement of transit time of end-to-end services for single piece priority mail and first class mail and its
amendments. This revised version of CEN/TR 14709 includes information related to the extension of the EN
13850 to cover flows with smaller mail volumes in an enlarged EU. The text related to multiple operators is
updated according to new developments.
CEN/TR 14709 provides information to be considered when implementing the EN 13850 and its amendments.
It has been developed to guide postal operators and regulators as to the use, benefits and restrictions of the
EN 13850 Postal services — Quality of service — Measurement of transit time of end-to-end services for
single piece priority mail and first class mail. The first part of this Technical Report contains general
information to guide regulators and operators in their decision on how and when to implement the standard.
The second part of the report contains detailed information on how to interpret specific clauses in EN 13850
and its amendments and should be read in parallel with the standard.
In addition to referencing this technical report, those seeking to implement EN 13850 are advised to consult
requirements and guidance from the national regulators and legislation that apply in their jurisdictions.
EN 13850 provides a defined set of minimum requirements to satisfy the information interests of the national
regulatory authorities, postal customers and postal service providers for quality of service measurement, and
to allow postal service providers to comply with the requirements of the 1997 Postal Directive of the European
Commission.
1 Scope
This Technical Report is an implementation guide to EN 13850 and its amendments for use by postal
operators, regulators and those responsible for commissioning, carrying out, or auditing the measurement of
postal service quality. It gives information, which will facilitate the implementation of EN 13850. It gives an
overview of the processes required and factors to consider when measuring quality of service. It provides
guidance on alternative approaches allowed in the EN 13850 including how to select and calculate alternative
or additional discriminant factors and methods for weighting of strata. It describes a process for
implementation of the measurement system, and provides examples and clarification on specific requirements
of EN 13850. It gives information on how to interpret the test results obtained by measurement according to
the standard.
In all places where references in this Technical Report are made to EN 13850 it should be understood that it
includes all amendments to EN 13850. This Technical Report does not alter in any way the requirements of
EN 13850. It is concerned with technical issues in the implementation of the measurement system. The
Technical Report provides guidance but it does not specify how the regulators shall enforce and monitor the
use of the standard since this is the responsibility of the European Commission and the national regulatory
authorities themselves.
Parts of this Technical Report may also be considered for guidance when implementing the following quality of
service standards:
CEN/TS 14773, Postal services — Quality of service — Measurement of loss and substantial delay in
priority and first class single piece mail using a survey of test letters
EN 14508, Postal services — Quality of service — Measurement of transit time of end-to-end services for
single piece non-priority and second class mail
EN 14534, Postal services — Quality of service — Measurement of transit time of end-to-end services for
bulk mail
2 Purpose and use of postal quality of service standards
2.1 General
EN 13850 Postal services — Quality of service — Measurement of transit time of end-to-end services for
single piece priority mail and first class mail has been developed in order to provide a standardised method
that can be used throughout Europe for measuring the transit time of end-to-end mail services and to assist
postal service providers in complying with the requirements of the 1997 Postal Directive of the European
Commission.
For the implementation of EN 13850 and to guide the user of this and other quality of service standards the
following facts and precautions may be considered.
EN 13850 contains a number of requirements which may be agreed with or should be approved by national
postal regulators.
EN 13850 specifies technical requirements for the measurement including the preparation of reports on the
results of measurement. However EN 13850 does not state how and when results should be shared with
postal customers and users, who will order measurement to take place, and who will pay for the
measurement; these subjects are outside the standard and will be determined by legal and regulatory
requirements.
2.2 Benefits of the quality of service standards
The standardised qualities of service measuring methods provide a uniform way for measuring the end-to-end
transit time of postal items. Postal regulators can refer to the standard when requiring information about
quality of service for postal operators. For any minimum service levels required by the European Commission
or by national Directives for operators in the universal service, requirements can be made that the service be
measured according to EN 13850 and its amendments.
Standardised measurement methods may help to keep the cost of measuring down. They could also make it
easier to find contractors familiar with the methods and to evaluate the work of contractors for measuring and
auditing. The standardised measuring methods may also eliminate debates and uncertainties about results
from varying measuring methods.
Using standardised measuring methods will assure that the measurement will be done in an objective and
equal way for all operators in accordance with the requirements of the 1997 Postal Directive of the European
Commission.
Use of the standard will ensure that reliable and correct information can be collected which can be presented
to regulators and the public in an understandable way. It also allows the regulator to collect this information.
2.3 Limitations of EN 13850 and its amendments
EN 13850 considers only the measurement of transit time (expressed as the percentage of mail delivered
within J + n days end-to-end) and does not consider other aspects of service performance. For example, the
date of deposit is defined by the last collection of the day but the standard does not measure whether the
timing of the last collection of the day meets customers’ requirement, nor how the times compare for different
service providers. Similarly EN 13850 considers the date of delivery but does not take into account the time of
day when the item was delivered, whether or not there are more than one delivery each day, the condition of
items when delivered or the queuing time at post offices etc.
The method for end-to-end measuring specified in EN 13850 is not designed to provide for detailed results for
the measuring of parts of the distribution chain, when more than one operator is involved in the collection,
processing and delivery of mail.
Although the EN 13850 specifies a method that will be used by many postal operators, it shall be noted that
the overall transit time quality of service result does not measure the postal operator’s overall performance in
a way that provides direct comparison of postal service operators.
2.4 Interpretation of results
Results from the quality of service measuring cannot always be used for direct comparison of the overall
quality of service. Neither can the results be used to compare the service of each operator in a multiple
operator environment.
Direct comparison of two operators can be difficult to make. Frequently one is interested in comparing two
operators covering the same geographical area, i.e. the quality that a customer receives when using one or
other of the operators for collecting and distributing mail within an area. To do this, it is necessary to compare
the transit time of the operators over similar studies of domains. The two overall figures of the operators’ on-
time performance may be misleading. Consideration in case of multiple operators is described in 4.2.
When interpreting the results from the measurement it is important also to consider the stratification and
national and other peculiarities that apply in each specific case.
2.5 Use of survey results for quality improvement.
EN 13850 sets out minimum requirements in order to produce one overall figure. It is recognised that
operators or other bodies may wish to go beyond these minimum requirements in order to produce information
to identify and correct specific areas of poor performance. The survey design can be expanded to collect this
information.
EN 13850 provides minimum requirements and allows measurement systems to be enhanced. It should be
noted that other methods are available to find problematic areas and that the standard may not be the only
method to use for this purpose.
EN 13850 allows the use of test items containing electronic chips or other advanced technology so that each
test item can be monitored at pre-defined points or throughout its whole journey to allow for more detailed
diagnostic analysis of the transit time. If these are used, the organisation operating the measuring system
shall take steps to ensure that the diagnostic system does not introduce biases in the end-to-end
measurement system.
When using the results of end-to-end measurements according to EN 13850 for quality improvements in a
multiple operator environment additional considerations regarding causes of delays and their allocations to
operators need to be made in order to see how each part of the process affect the total end-to-end quality of
service.
3 Considerations before implementing the EN 13850
3.1 Regulations
The standard itself is not meant to specify how the regulators shall enforce and monitor the use of EN 13850.
This is to be done through the European and national regulatory work. In particular it does not specify how
results shall be published by the regulator.
3.2 Measuring body (contractors for survey operation)
EN 13850 states that measurement shall be carried out by an independent performance-monitoring
organisation. This is defined as a body charged with the monitoring of the quality of service which is “external
to, and having no links of ownership or control with the postal service providers thus monitored. The
independent performance-monitoring organisation is responsible for undertaking the survey. Usually this
performance-monitoring organisation will act as a contractor for a sponsoring organisation which may be, for
example, the postal service providers themselves or a national regulatory authority.
The independent performance monitoring organisation provides a guarantee that results of the measurement
hav
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