CEN/TS 14773:2004
(Main)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
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
This document specifies methods for measuring the level of loss and substantial delay, using a survey of test letters, of domestic and cross-border priority and first class single piece letter mail, collected, processed and distributed by postal service operators.
It is impossible in practice to distinguish between items which will never arrive and items which have been delayed for a very long time. A minimum period is therefore defined after which an item that has been sent shall be treated as if it has been lost or substantially delayed for the purposes of measurement.
The resulting overall figure for loss and substantial delay is to be expressed as a percentage of the total posted priority and first class single piece mail. This indicator does not measure the postal operator's overall performance in a way which provides direct comparison of postal service operators, and does not include other service performance indicators other than those related to loss and substantial delay.
According to this document, loss and substantial delay is estimated within specified accuracy limits. When the level of loss is very small it may only be possible to estimate an upper limit for the level of loss.
This document has been developed from and is compatible with the requirements of EN 13850 for the measurement of the transit time of end-to-end services for single piece priority mail and first class mail, so that the same survey may be used to measure loss and substantial delay and on-time performance. Thus it comprises a set of requirements for the design of a measuring system involving the selection and distribution of test letters sent and received by selected panellists, according to a specification that ensures that the test letter sample design is representative of the real mail flows.
Postalische Dienstleistungen - Dienstqualität - Messung des Verlustes und der erheblichen Verzögerungen von Vorzugssendungen und Einzelsendungen erster Klasse unter Verwendung von Testbriefen
Dieses Dokument legt Verfahren für die Messung von Verlusten und erheblichen Verspätungen mit Hilfe einer Erhebung von Testsendungen, nationalen und grenzüberschreitenden Vorrangsendungen und First-Class-Sendungen festgelegt, die von Postdienstleistern abgeholt, bearbeitet und verteilt werden.
Es ist praktisch unmöglich, zwischen Sendungen zu unterscheiden, welche nie ihren Bestimmungsort erreichen, und solchen, die sich sehr lange verspäten. Aus diesem Grund wird ein Mindestzeitraum festgelegt, nach dem eine versandte Sendung zu Messzwecken so zu behandeln ist, als sei sie verloren gegangen oder erheblich verspätet.
Der so gewonnene Gesamtparameter für den Verlust oder die erhebliche Verspätung wird als Prozentsatz aller aufgegebenen Vorrangsendungen und First-Class-Sendungen ausgedrückt. Dieser Indikator misst nicht die Gesamtleistung des Postbetreibers durch einen direkten Vergleich der Postdienstbetreiber und enthält nur Leistungsindikatoren, die sich auf einen Verlust bzw. auf die erhebliche Verspätung beziehen.
Nach diesem Dokument werden der Verlust und die erhebliche Verspätung innerhalb festgelegter Genauigkeitsgrenzen geschätzt. Ist der Verlustgrad sehr gering, lässt sich möglicherweise nur eine Obergrenze für den Verlustgrad schätzen.
Dieses Dokument wurde aus den in EN 13850 enthaltenen Erfordernissen für die Messung der Laufzeit von End-to-End-Dienstleistungen für einzelne Vorrangsendungen und First-Class-Sendungen entwickelt und ist mit diesen kompatibel, so dass dieselbe Erhebung für die Messung des Verlusts und der erheblichen Verspätung sowie der pünktlichen Leistung verwendet werden kann. Somit umfasst sie einen Anforderungskatalog für die Planung eines Messsystems, einschließlich der Auswahl und Verteilung von Testbriefen, die von ausgewählten Panelteilnehmer versendet und empfangen werden, und zwar nach einer Spezifikation, die sicherstellt, dass der Stichprobenaufbau der Testbriefe für echte Sendungsströme repräsentativ ist.
Dieses Dokument
Services postaux - Qualité du service - Mesure des pertes et des retards importants pour le courrier prioritaire égrené et de 1ére classe, à partir d'une enquête utilisant des lettres témoin
Le présent document spécifie les méthodes permettant de mesurer le niveau de perte et de retard considérable, grâce à des envois témoin, du courrier prioritaire égrené de première classe national et transfrontière, collecté, traité et distribué par des opérateurs de service postal.
En pratique, il est impossible de faire la distinction entre les envois qui n'arriveront jamais à destination et ceux qui mettent très longtemps à arriver. Par conséquent, une période minimale est définie au terme de laquelle, pour les besoins de la mesure, un envoi doit être traité comme s'il avait été perdu ou considérablement retardé.
Le chiffre de perte et de retard considérable global qui en résulte doit être exprimé en pourcentage du courrier total égrené de première classe prioritaire posté. Cet indicateur ne mesure pas la performance globale de l'opérateur postal, d'une manière qui permette une comparaison directe entre les opérateurs du service postal, et il n'inclut pas d'indicateurs de performance de service autres que ceux relatifs à la perte et au retard considérable.
Conformément au présent document, la perte et le retard considérable sont évalués dans des limites précises spécifiées. Si le niveau de perte est très faible, il peut être uniquement possible d'estimer une limite supérieure du niveau de perte.
Le présent document a été développé à partir de la norme EN 13850 relative à la mesure du délai d'acheminement des services de bout en bout pour le courrier prioritaire égrené et de première classe, et se conforme à ses exigences, de sorte que la même enquête puisse être utilisée pour mesurer les pertes, les retards considérables et la performance par rapport au délai contractuel. Par conséquent, il comprend un ensemble d'exigences requises pour la conception d'un système de mesure intégrant la sélection et la distribution des envois témoin envoyés et reçus par des panélistes sélectionnés, conformément à une spécification qui garantit que la modélisation de l'échantill
Poštne storitve – Kakovost storitve – Merjenje izgub in znatnih upočasnitev pri prednostnih in prvorazrednih pošiljkah z uporabo preskusnih pisem
General Information
Standards Content (Sample)
SLOVENSKI STANDARD
01-januar-2005
3RãWQHVWRULWYH±.DNRYRVWVWRULWYH±0HUMHQMHL]JXELQ]QDWQLKXSRþDVQLWHYSUL
SUHGQRVWQLKLQSUYRUD]UHGQLKSRãLOMNDK]XSRUDERSUHVNXVQLKSLVHP
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
Postalische Dienstleistungen - Dienstqualität - Messung des Verlustes und der
erheblichen Verzögerungen von Vorzugssendungen und Einzelsendungen erster Klasse
unter Verwendung von Testbriefen
Services postaux - Qualité du service - Mesure des pertes et des retards importants pour
le courrier prioritaire égrené et de 1ére classe, a partir d'une enquete utilisant des lettres
témoin
Ta slovenski standard je istoveten z: CEN/TS 14773:2004
ICS:
03.240 Poštne storitve Postal services
2003-01.Slovenski inštitut za standardizacijo. Razmnoževanje celote ali delov tega standarda ni dovoljeno.
TECHNICAL SPECIFICATION
CEN/TS 14773
SPÉCIFICATION TECHNIQUE
TECHNISCHE SPEZIFIKATION
September 2004
ICS 03.240
English version
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
Services postaux - Qualité du service - Mesurage des Postalische Dienstleistungen - Dienstqualität - Messung
pertes et des retards importants pour le courrier prioritaire des Verlustes und der erheblichen Verzögerungen von
égrené et de 1ére classe, à partir d'une enquête utilisant Vorzugssendungen und Einzelsendungen erster Klasse
des lettres d'essai unter Verwendung von Testbriefen
This Technical Specification (CEN/TS) was approved by CEN on 26 January 2004 for provisional application.
The period of validity of this CEN/TS is limited initially to three years. After two years the members of CEN will be requested to submit their
comments, particularly on the question whether the CEN/TS can be converted into a European Standard.
CEN members are required to announce the existence of this CEN/TS in the same way as for an EN and to make the CEN/TS available
promptly at national level in an appropriate form. It is permissible to keep conflicting national standards in force (in parallel to the CEN/TS)
until the final decision about the possible conversion of the CEN/TS into an EN is reached.
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, 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
© 2004 CEN All rights of exploitation in any form and by any means reserved Ref. No. CEN/TS 14773:2004: E
worldwide for CEN national Members.
Contents Page
Foreword. 4
Introduction . 5
1 Scope. 6
2 Normative references . 6
3 Terms and definitions. 8
4 Loss as a quality of service indicator. 14
4.1 General. 14
4.2 Calculation and presentation of loss and substantial delay . 15
4.2.1 General. 15
4.2.2 Period after which an item is considered to be lost or substantially delayed. 15
4.2.3 Service performance indicator . 15
5 Methodology. 16
5.1 General. 16
5.2 Estimators. 16
5.2.1 General. 16
5.2.2 Accuracy . 16
5.2.3 Measurement results . 17
5.2.4 Calculation of the accuracy . 17
5.2.5 Aggregation of results. 17
5.3 Validation and control of panellist information . 17
5.3.1 General. 17
5.3.2 Panellist requirements. 18
5.3.3 Validation of information. 18
5.4 Treatment of clusters of lost items . 18
6 Test mail characteristics . 19
7 Report. 19
8 Quality control and auditing . 20
Annex A (normative) Calculation of the accuracy of the estimator of the performance
indicator . 21
Annex B (normative) Panellist management and validation . 24
B.1 Management, guidance, training and monitoring of panellists . 24
B.2 Item validation . 24
B.3 Panellists validation. 25
Annex C (normative) Quality control and auditing. 27
C.1 General. 27
C.2 Sending test items . 27
C.3 Receiving test items . 27
Annex D (informative) Use of different rules for defining substantial delay . 28
D.1 General. 28
D.2 Circumstances when additional analysis is appropriate. 28
D.3 Reporting requirements for additional analyses . 29
Annex E (informative) Experience of measuring loss. 30
E.1 General. 30
E.2 Experience in Portugal . 30
E.2.1 General. 30
E.2.2 Brief description of the Portuguese system . 30
E.3 Experience in United Kingdom. 31
E.4 Experience in Germany . 31
E.5 Comments from International Post Corporation . 31
E.5.1 General. 31
E.5.2 Response Rates (Referring to requirements under 5.3) . 32
E.5.3 Clustering (Referring to requirements under 5.4) . 33
E.5.4 Sample sizes (Referring to Annex A). 33
E.5.5 Matching reality. 33
E.6 Comments from France. 33
E.6.1 General. 33
E.6.2 Panel efficiency rate . 34
E.6.3 Confirmation procedures . 34
E.7 Concluding Remarks . 35
Bibliography . 36
Foreword
This document (CEN/TS 14773:2004) has been prepared by Technical Committee CEN/TC 331
"Postal Services", the secretariat of which is held by NEN.
This European Standard shall be given the status of a national standard, either by publication of an
identical text or by endorsement, at the latest by March 2005, and conflicting national standards shall
be withdrawn at the latest by March 2005.
According to the CEN/CENELEC Internal Regulations, the national standards organizations of the
following countries are bound to announce this CEN Technical Specification: Austria, Belgium, Cyprus,
Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Ireland,
Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Slovakia,
Slovenia, Spain, Sweden, Switzerland and United Kingdom.
For compatibility between CEN and UPU versions of this document, the term 'document' is used. In a
CEN context, this should be interpreted as being equivalent to the deliverable mentioned on the title
page of this document. In a UPU context, this should be interpreted as being equivalent to 'standard'."
Introduction
In the Green paper on postal services in 1992 the European Commission emphasised the need to
establish common rules for the development of community postal services and the improvement of
quality of service. The Commission identified requirements for quality of service measurement that
included the reliability of services and treatment of problems of loss, theft and damage.
CEN was asked to draw up standards related to the methodology for the measurement of loss of mail
at reasonable cost for some mail types within the universal service.
There has been only limited experience in using sample surveys to measure the level of loss in postal
services and it is not possible to define a standard for measurement at present. However it is possible
to set out the main requirements that would probably be included in such a standard in order that the
methodology may be applied and tested. Once this has been done and experience has been gained
this document may be developed into a standard.
This document sets out a methodology for a more precise measure of the level of loss and substantial
delay of single piece priority letters than can be obtained from the measurement of complaints. This
document refers to a number of principles and minimum requirements
...
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