Postal services - Quality of service - Measurement of the transit time of end-to-end services for bulk mail

This European Standard specifies methods for measuring the end-to-end transit-time of domestic and cross-border bulk mail, collected, processed and delivered by postal service operators. It considers methods using representative end-to-end samples for all types of bulk-mail services with defined transit-time service-levels as offered to the postal customer. It specifies a set of minimum requirements for the design of a quality-of-service measurement system for bulk mail, involving the selection and distribution of test mail sent by business senders and received by selected panellists.
This European Standard is applicable to the measurement of end-to-end priority and non-priority bulk-mail services. For the purpose of this standard, bulk mail services can include all types of addressed bulk mail including, but not limited to letter mail, direct mail, magazines and newspapers and encombrant-format mailings.
This European Standard relates to the measurement of bulk-mail services offered to businesses that have pick-ups at their offices or give their mail to postal service operators. If a third party agent acts for the postal operator, then the time the mail is handed over to the agent will form part of the measurement. Where a third party agent acts for the sending customer, the measurement will be from the point when mail is handed over to the postal operator.
This European Standard is of modular structure. It is designed to assess the service performance of postal operators for bulk mail services on the level of a single bulk mailing as defined by the postal customer or any aggregations thereof, including the performance of an individual customer / operator or the performance of a group of customers / operators or the performance at national level.
The standardized QoS measurement-method provides a uniform way for measuring the end-to-end transit time of postal items. Using a standardized measurement-method will ensure that the measurement will be done in an objective and equal way for all operators in accordance with the requirements of the Directive 97/67/EC and its amendments.
The end-to-end service measured may be provided by one operator or by a group of operators working either together in the same distribution chain or parallel in different distribution chains. The method for end-to-end measurement specified in this European Standard is not designed to provide results for the measurement of parts of the distribution chain.
This standard does not include other service performance indicators than those related to end-to-end transit time. In particular, this standard does not measure whether the timings of collections meet customers’ requirements.
The transit-time quality-of-service result will be expressed as percentage of mail delivered by, on or between expected dates. These dates can be defined absolute as calendar-days or relative to the date of induction. The transit time calculation rule will be in whole days.
This quality of service indicator does not measure the postal operator’s overall performance in a way, which provides direct comparison of postal service operators. This European Standard nevertheless provides minimum requirements for the comparability of end-to-end transit-time measurement results of specific bulk mailings.
This European Standard is not applicable for the measurement of end-to-end transit-times of single-piece mail services and hybrid mail, which require different measurement systems and methodologies (see, for example, EN 13850, Postal Services - Quality of Services - Measurement of the transit time of end-to-end services for single piece priority mail and first class mail. (...)

Postalische Dienstleistungen - Dienstqualität - Messung der Durchlaufzeit von Massensendungen von Ende zu Ende

Diese Europäische Norm legt Verfahren zur Messung der „Ende-zu-Ende“ Durchlaufzeit nationaler und grenz¬überschreitender Massensendungen fest, die von den Postdienstbetreibern abgeholt, bearbeitet und ausgeliefert werden. Sie berücksichtigt Verfahren, bei denen repräsentative „Ende-zu-Ende“ Stichproben für alle Arten von Massensendungen mit definierten, dem Postkunden angebotenen laufzeitbezogenen Dienst¬leistungsniveaus zum Einsatz kommen. Es werden Mindestanforderungen an die Auslegung eines Qualitäts¬messsystems für Massensendungen festgelegt, einschließlich Auswahl und Zustellung von Testsendungen, die von Geschäftsabsendern versendet und von ausgewählten Panelteilnehmern empfangen werden.
Diese Europäische Norm gilt für die „Ende-zu-Ende“ Messung von Massensendungen als Vorrangsendungen und Sendungen ohne Vorrang. Für die Anwendung dieser Norm können Massensendungen alle Arten von adressierten Massensendungen umfassen, einschließlich unter anderem Briefsendungen, Direktwerbe-sendungen, Zeitschriften und Zeitungen sowie Sperrgut.
Diese Europäische Norm bezieht sich auf die Messung von Massensendungsdiensten für Geschäftskunden, die über Abholstellen in ihren Geschäftsräumen verfügen bzw. die ihre Sendungen Postdienstbetreibern übergeben. Handelt ein Dritter für den Postbetreiber, so wird der Zeitpunkt der Übergabe an diesen Dritten bei der Messung berücksichtigt werden. Handelt ein Dritter für den versendenden Kunden, wird die Messung zu dem Zeitpunkt beginnen, an dem die Postsendung an den Postbetreiber übergeben wird.
Diese Europäische Norm besitzt einen modularen Aufbau. Mit ihrer Hilfe soll die Leistung der von Post-betreibern für Massensendungen angebotenen Dienstleistungen bewertet werden, und zwar bezogen auf eine einzelne vom Postkunden definierte Massensendung oder bezogen auf Aggregationen von Massensendungen, einschließlich der Leistung eines Einzelkunden/ betreibers oder der Leistung einer Gruppe von Kunden/Betreibern oder der Leistung auf nationaler Ebene.
Das genormte Messverfahren für die Dienstqualität (QoS) ermöglicht eine einheitliche Messung der „Ende-zu-Ende“ Durchlaufzeit von Postsendungen. Durch die Anwendung eines genormten Messverfahrens wird sichergestellt, dass die Messung objektiv und für alle Betreiber gleich und in Übereinstimmung mit den Anforderungen der Richtlinie 97/67/EG und deren Änderungen erfolgt.
Die gemessene „Ende-zu-Ende“ Dienstleistung darf von einem Betreiber oder einer Gruppe von Betreibern angeboten werden, die entweder zusammen in derselben Verteilungskette oder parallel in unterschiedlichen Verteilungsketten arbeiten. Das in dieser Europäischen Norm festgelegte Verfahren für die „Ende-zu-Ende“ Messung ist nicht dafür vorgesehen, Messergebnisse einzelner Teile der Verteilungskette bereitzustellen.
Diese Norm enthält außer den mit der Durchlaufzeit „Ende-zu-Ende“ zusammenhängenden Leistungsindikatoren keine weiteren Dienstleistungsindikatoren. Vor allem wird mit dieser Norm nicht gemessen, ob Abhol¬zeitpunkte den Kundenanforderungen entsprechen.

Services postaux - Qualité de service - Mesure du délai d'acheminement des services de bout en bout pour le courrier en nombre

La présente Norme européenne spécifie les méthodes pour mesurer le délai d'acheminement de bout en bout du courrier en nombre, national et transfrontalier, collecté, traité et distribué par des opérateurs de services postaux. Elle s'appuie sur des méthodes utilisant des échantillons de bout en bout représentatifs pour tous les types de services de courrier en nombre offerts au client avec des niveaux de service en matière de délai d'acheminement définis. Elle spécifie un ensemble d'exigences minimales pour la modélisation d'un système de mesure de la qualité de service du courrier en nombre, impliquant la sélection et l'acheminement de courrier-test envoyé par des entreprises expéditrices et reçu par des panélistes sélectionnés.
La présente Norme européenne s'applique à la mesure des services de courrier en nombre prioritaire et non prioritaire de bout en bout. Pour les besoins de la présente norme, les services de courrier en nombre peuvent inclure tous les types de courrier en nombre adressé, ce qui comprend, sans s'y limiter, les lettres, les publipostages, les magazines et journaux et les envois dans de très grands formats.
La présente Norme européenne couvre la mesure des services de courrier en nombre offerts aux entreprises qui disposent d'un système de levée dans leurs locaux ou qui remettent leur courrier à des opérateurs de services postaux. Si un agent tiers agit pour le compte de l'opérateur postal, la mesure inclura le moment où le courrier est remis à cet agent. Si un agent tiers agit pour le compte du client expéditeur, la mesure débutera au moment où le courrier est remis à l'opérateur postal.
La présente Norme européenne a une structure modulaire. Elle est conçue pour permettre d'évaluer les performances des services de courrier en nombre offerts par les opérateurs postaux au niveau d'un envoi unitaire en nombre tel que défini par le client ou de toute agrégation de celui-ci, y compris les performances d'un client/opérateur unique, les performances d'un groupe de clients/d'opérateurs ou encore les performances au niveau national.
La méthode normalisée de mesure de la qualité de service fournit une manière uniforme de mesurer le délai d'acheminement de bout en bout des plis. L'utilisation d'une méthode de mesure normalisée garantit que la mesure est effectuée de manière objective et identique pour tous les opérateurs conformément aux exigences de la Directive 97/67/CE et de ses amendements.
Le service de bout en bout mesuré peut être fourni par un seul opérateur ou par un groupe d'opérateurs travaillant soit ensemble dans la même chaîne d'acheminement, soit en parallèle dans différentes chaînes d'acheminement. La méthode de mesure de bout en bout spécifiée dans la présente Norme européenne n'est pas conçue pour fournir des résultats concernant la mesure de parties de la chaîne d'acheminement.
La présente norme n'inclut aucun autre indicateur de performance du service que ceux liés au délai d'acheminement de bout en bout. La présente norme ne mesure notamment pas si les heures de levée satisfont aux exigences des clients.
Le résultat de qualité de service en matière de délai d'acheminement doit être exprimé en pourcentage de courrier distribué avant les dates prévues, aux dates prévues ou entre les dates prévues. Ces dates peuvent être définies de manière absolue sous la forme de jours civils ou de manière relative par rapport à la date de dépôt. La règle de calcul du délai d'acheminement doit utiliser des jours complets.
Cet indicateur de qualité de service ne mesure pas les performances globales de l'opérateur postal d'une manière qui permette la comparaison directe des opérateurs de services postaux. (...)

Poštne storitve - Kakovost storitev - Merjenje časa prenosa od sprejema do vročitve za masovno pošto

Ta evropski standard določa metode za merjenje časa prenosa od sprejema do vročitve za domačo in čezmejno, prednostno in neprednostno masovno pošto, ki jo sprejemajo, obdelujejo in dostavljajo poštni operaterji seNice. Upošteva metode, ki uporabljajo reprezentativni vzorec vseh vrst naslovljene masovne pošte. Izraz »od sprejema do vročitve« je opredeljen kot od točke, kjer je pošta oddana v sprejemni sistem, za katerega so odgovorni poštni operaterji, do točke končne dostave, za katero so odgovorni poštni operaterji. Za namene tega evropskega standarda lahko masovna pošta vključuje vse tipe naslovljene masovne pošte: poštne pošiljke, direktna pošta, revije in časopisi, če ni navedeno drugače. Rezultat splošne kakovosti seNice se izrazi kot odstotek pošte, dostavljene v J + n dneh od sprejema do vročitve v skladu s Poštno direktivo ES ali kot odstotek pošte, dostavljene po, do ali med pričakovanimi datumi. Meritev mora biti v celotnih dneh in se sme biti omejena s sklicem na specifičen čas v dnevu za dostavo. Ta kakovost indikatorja seNice ne meri splošne učinkovitosti poštnega operaterja na način, ki omogoča neposredno primerjavo poštnih operaterjev seNice, in ne vključuje kazalnikov učinkovitosti seNice, ki niso povezani s časom prenosa. Ta evropski standard ne meri, ali je čas sprejemov v skladu z zahtevami strank. Evropski standard se lahko uporablja za ocenjevanje učinkovitosti poštnih operaterjev za specifične proizvode ali storitve seNice na nacionalni ravni ali za posamezno stranko ali skupino strank. Evropski standard se ne sme uporabljati za ocenjevanje splošne učinkovitosti skupine proizvodov ali storitev seNice, ki vsebujejo druge specifikacije seNice v smislu pričakovanega časa prenosa. Določa sklop zahtev za zasnovo kakovosti sistema merjenja seNice za masovno pošto, vključno z izbiro in razpošiljanjem preskusnih pošiljk, ki jih pošiljajo in sprejemajo izbrani člani. Zasnova vzorca preskusnih pošiljk podaja specifikacije za pošto, ki je reprezentativna za realne toke pošte. Ta evropski standard se nanaša na merjenje storitev seNice, ki so na voljo podjetjem, ki imajo v pisarnah sprejemne točke ali svojo pošto oddajo poštnim operaterjem seNice. Če kot poštni operater deluje tretji zastopnik, mora v meritev biti vključen tudi čas, v katerem zastopnik prejme pošto. Kjer zastopnik deluje kot pošiljatelj, se čas meritve šteje od trenutka, ko pošto prejme poštni operater. Iz tehničnih razlogov ta evropski standard v vseh delih morda ni primeren za merjenje zelo majhnih količin pošte in za operaterje z omejeno pokritostjo. Ne uporablja se za merjenje časa prenosa od sprejema do vročitve posameznih pošiljk, ki zahtevajo drugačne sisteme merjenja. Evropski standard EN 13850 je bil razvit za posamične pošiljke prednostne pošte, standard EN 14508 pa za posamične pošiljke neprednostne pošte. Ta evropski standard vključuje specifikacije za nadzor kakovosti in nadzor sistema za merjenje. V določenih okoliščinah ta evropski standard omogoča izbiro med alternativami ali odstopanji, ki so predmet odobritve upravnega organa, ki izdaja predpise. Ta odobritev je potrebna le, če je proizvod ali seNice v okviru univerzalne obveznosti seNice.

General Information

Status
Published
Publication Date
10-May-2016
Current Stage
6060 - Definitive text made available (DAV) - Publishing
Due Date
11-May-2016
Completion Date
11-May-2016

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SLOVENSKI STANDARD
SIST EN 14534:2016
01-julij-2016
1DGRPHãþD
SIST EN 14534:2004+A1:2007
SIST-TP CEN/TR 15369:2007
3RãWQHVWRULWYH.DNRYRVWVWRULWHY0HUMHQMHþDVDSUHQRVDRGVSUHMHPDGR
YURþLWYH]DPDVRYQRSRãWR

Postal services - Quality of service - Measurement of the transit time of end-to-end

services for bulk mail
Postalische Dienstleistungen - Dienstqualität - Laufzeitmessung 'end-to-end' für
Massensendungen

Services postaux - Qualité de service - Mesure du délai d'acheminement des services de

bout en bout pour le courrier en nombre
Ta slovenski standard je istoveten z: EN 14534:2016
ICS:
03.240 Poštne storitve Postal services
SIST EN 14534:2016 en

2003-01.Slovenski inštitut za standardizacijo. Razmnoževanje celote ali delov tega standarda ni dovoljeno.

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SIST EN 14534:2016
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SIST EN 14534:2016
EN 14534
EUROPEAN STANDARD
NORME EUROPÉENNE
May 2016
EUROPÄISCHE NORM
ICS 03.240 Supersedes CEN/TR 15369:2006, EN
14534:2003+A1:2007
English Version
Postal services - Quality of service - Measurement of the
transit time of end-to-end services for bulk mail

Services postaux - Qualité de service - Mesure du délai Postalische Dienstleistungen - Dienstqualität - Messung

d'acheminement des services de bout en bout pour le der Durchlaufzeit von Massensendungen von Ende zu

courrier en nombre Ende
This European Standard was approved by CEN on 4 February 2016.

CEN members are bound to comply with the CEN/CENELEC Internal Regulations which stipulate the conditions for giving this

European Standard the status of a national standard without any alteration. Up-to-date lists and bibliographical references

concerning such national standards may be obtained on application to the CEN-CENELEC Management Centre or to any CEN

member.

This European Standard exists in three official versions (English, French, German). A version in any other language made by

translation under the responsibility of a CEN member into its own language and notified to the CEN-CENELEC Management

Centre has the same status as the official versions.

CEN members are the national standards bodies of Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia,

Finland, Former Yugoslav Republic of Macedonia, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Lithuania,

Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland, Turkey and

United Kingdom.
EUROPEAN COMMITTEE FOR STANDARDIZATION
COMITÉ EUROPÉEN DE NORMALISATION
EUROPÄISCHES KOMITEE FÜR NORMUNG
CEN-CENELEC Management Centre: Avenue Marnix 17, B-1000 Brussels

© 2016 CEN All rights of exploitation in any form and by any means reserved Ref. No. EN 14534:2016 E

worldwide for CEN national Members.
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SIST EN 14534:2016
EN 14534:2016 (E)
Contents Page

European foreword ....................................................................................................................................................... 5

Introduction .................................................................................................................................................................... 6

1 Scope .................................................................................................................................................................... 8

2 Normative references .................................................................................................................................... 9

3 Terms and definitions ................................................................................................................................... 9

4 Symbols and abbreviations ...................................................................................................................... 18

5 Transit time as a Quality-of-Service indicator ................................................................................... 19

5.1 General ............................................................................................................................................................. 19

5.2 Transit time calculation ............................................................................................................................. 19

6 Methodology .................................................................................................................................................. 22

6.1 Representative sample design ................................................................................................................ 22

6.2 Minimum Sample Size (MSS) .................................................................................................................... 22

6.3 The design basis ........................................................................................................................................... 22

6.4 Discriminant Mail Characteristics (DMC) ............................................................................................ 23

6.5 Geographical distribution of the receiver panel ............................................................................... 25

6.6 Creation of test mail .................................................................................................................................... 26

6.7 Documentation of date and time of posting ....................................................................................... 29

6.8 Integrity of the measurement .................................................................................................................. 29

7 Report ............................................................................................................................................................... 31

7.1 Measurement results .................................................................................................................................. 31

7.2 Service Performance Indicators ............................................................................................................. 31

7.3 Weighting of the results ............................................................................................................................. 32

7.4 Content ............................................................................................................................................................. 33

8 Quality control .............................................................................................................................................. 34

9 The Annexes ................................................................................................................................................... 35

Annex A (normative) Accuracy calculation ....................................................................................................... 36

A.1 Scope ................................................................................................................................................................. 36

A.2 Symbols ............................................................................................................................................................ 37

A.3 Variance calculation for one stratum ................................................................................................... 38

A.4 Variance calculation for a stratified sample ...................................................................................... 40

A.5 Calculation of the confidence interval .................................................................................................. 42

Annex B (normative) Transit Time Calculation ............................................................................................... 46

B.1 Basic Principles ............................................................................................................................................. 46

B.2 The date of induction .................................................................................................................................. 46

B.3 The transit-time calculation rules ......................................................................................................... 47

Annex C (normative) Comparability of Measurement Results ................................................................... 50

C.1 General ............................................................................................................................................................. 50

C.2 Same service provider – Different measurement periods ............................................................ 52

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SIST EN 14534:2016
EN 14534:2016 (E)

C.3 Different service providers – Same measurement period ............................................................. 53

C.4 Cases of limited comparability ................................................................................................................ 54

Annex D (normative) Design of aggregated Fields of Study ......................................................................... 56

D.1 General ............................................................................................................................................................. 56

D.2 Possible types of aggregation ................................................................................................................... 56

D.3 Design requirements ................................................................................................................................... 58

D.4 Reporting ......................................................................................................................................................... 59

Annex E (normative) Additional Requirements for continuous Fields of Study [CMS/SCMS] ......... 60

E.1 Scope ................................................................................................................................................................. 60

E.2 Methodology ................................................................................................................................................... 60

E.3 Report ............................................................................................................................................................... 65

E.4 Quality Control .............................................................................................................................................. 66

E.5 Audit .................................................................................................................................................................. 67

Annex F (normative) Quality control .................................................................................................................... 68

F.1 Statistical design ........................................................................................................................................... 68

F.2 Address seeding ............................................................................................................................................ 68

F.3 Test mail production ................................................................................................................................... 68

F.4 Sending test items ........................................................................................................................................ 69

F.5 Receiving test items ..................................................................................................................................... 69

F.6 Data collection ............................................................................................................................................... 69

F.7 Data analysis and reporting ...................................................................................................................... 69

F.8 Archiving .......................................................................................................................................................... 70

F.9 Quality control and Information Technology (IT) ............................................................................ 70

Annex G (normative) Auditing ................................................................................................................................ 71

G.1 General ............................................................................................................................................................. 71

G.2 Audit of the design basis ............................................................................................................................ 71

G.3 Audit of the Quality-of-Service measurement system ..................................................................... 72

Annex H (informative) Purpose of postal Quality of Service standards .................................................. 73

H.1 General ............................................................................................................................................................. 73

H.2 Benefits of QoS standards .......................................................................................................................... 73

H.3 Application by potential users of EN 14534 ........................................................................................ 74

H.4 Detailed analysis ........................................................................................................................................... 76

H.5 Other / broader concepts .......................................................................................................................... 76

Annex I (informative) Considerations before implementing EN 14534 .................................................. 78

I.1 Limitations of EN 14534 ............................................................................................................................. 78

I.2 Design of the measurement system ....................................................................................................... 78

I.3 Measurement organization ....................................................................................................................... 82

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SIST EN 14534:2016
EN 14534:2016 (E)

Annex J (informative) Design basis ....................................................................................................................... 84

J.1 Discriminant characteristics .................................................................................................................... 84

J.2 Studies for the evaluation of possible candidates ............................................................................ 85

J.3 Connection between Design Basis and Sample Design ................................................................... 87

J.4 Design basis .................................................................................................................................................... 88

J.5 Frequency of update [CMS/SCMS] .......................................................................................................... 91

Annex K (informative) Implementing EN 14534 ............................................................................................. 92

K.1 Stages of the survey ..................................................................................................................................... 92

K.2 Representativeness ..................................................................................................................................... 93

K.3 Risk of panellist identification ................................................................................................................ 94

K.4 Induction and delivery ............................................................................................................................... 94

K.5 Panel turnover .............................................................................................................................................. 96

K.6 Validation and transit time calculation ............................................................................................... 97

K.7 Weighting ...................................................................................................................................................... 101

K.8 Reporting of results ................................................................................................................................... 108

K.9 Audit [SCMS] ................................................................................................................................................. 109

Annex L (informative) Application of the accuracy calculation ............................................................... 112

L.1 Limitations of the accuracy calculation methods provided ........................................................ 112

L.2 Recommendations for the application of the rules ....................................................................... 112

L.3 The sample size ........................................................................................................................................... 114

L.4 General Example for a national yearly result .................................................................................. 115

L.5 Simplified scenarios .................................................................................................................................. 121

Annex M (informative) Changes to the 2003 version of EN 14534 .......................................................... 122

M.1 Reasons for the review ............................................................................................................................. 122

M.2 Increased applicability ............................................................................................................................. 122

M.3 Updated methodology .............................................................................................................................. 123

Bibliography ............................................................................................................................................................... 125

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SIST EN 14534:2016
EN 14534:2016 (E)
European foreword

This document (EN 14534:2016) 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 November 2016, and conflicting national standards shall be

withdrawn at the latest by November 2016.

Attention is drawn to the possibility that some of the elements of this document may be the subject of patent

rights. CEN shall not be held responsible for identifying any or all such patent rights.

This document supersedes EN 14534:2003+A1:2007 and CEN/TR 15369:2006.

This document has been prepared under a mandate given to CEN by the European Commission and the

European Free Trade Association.

According to the CEN-CENELEC Internal Regulations, the national standards organizations of the following

countries are bound to implement this European Standard: Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech

Republic, Denmark, Estonia, Finland, Former Yugoslav Republic of Macedonia, France, Germany, Greece,

Hungary, Iceland, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland,

Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland, Turkey and the United Kingdom.

Annex A to Annex G are normative.

Annex A to Annex C and Annex F are covering the measurement of a single bulk mail induction.

Annex D to Annex E and Annex G are covering additional requirements for the measurement of aggregated

or continuous fields of study.

Annex H to Annex M are informative. They are the revised version of the Technical Report

CEN/TR 15369:2006, Postal Services – Quality of Service – Guidance for the implementation of EN 14534.

They cover both, a single bulk mailing as well as aggregated and continuous fields of study.

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SIST EN 14534:2016
EN 14534:2016 (E)
Introduction

The European Commission emphasizes the need to have common rules for the development of community

postal services and the improvement of Quality-of-Service (QoS). The Commission has identified

requirements for postal QoS-Measurement systems that include:
— independent end-to-end measurement capabilities;
— a focus on national and cross-border distribution service performance;

— a single, uniform and reliable system for monitoring distribution service performance within the

European Union.

The Commission has acknowledged that the different postal traditions and cultures in Europe would not

allow for the establishment of one common unified European measurement system and that national

systems should have sufficient freedom to reflect needs and peculiarities of national markets. On the other

hand, they should fulfil a defined set of minimum requirements to satisfy the information interests of the

Commission, the regulatory authorities, postal customers and postal operators themselves.

The objective of this standard is to define a modular QoS measurement system in a competitive commercial

context. The measurement is designed to estimate the end-to-end transit time quality of service given to the

postal customer. The measurement can be set up domestically in each European country and cross-border

between the European countries.

This European Standard refers to a number of principles and minimum requirements to be applied for the

measurement of the end-to-end transit time service-level of bulk-mail services. It is widely applicable for

single-induction as well as continuous measurement applications. It provides recommendations on the

comparability of different bulk mail transit-time QoS measurement results and their use as key performance

indicators.

This bulk mail standard has been developed from the requirements of EN 13850, Postal services – Quality of

service - Measurement of the transit time of end-to-end services for single piece priority mail and first class

mail. Both European Standards consider methods using a representative end-to-end sample of all types of

addressed mail appropriate for their coverage. For the measurement of bulk mail services a separate

standard is required for the following reasons:

— Senders: Members of the public posting single items are replaced by businesses, small in number –

posting large volumes of mail. Third party agents (consolidators, mailing houses, letter shops) may also

act on behalf of posting customers.

— Contracted Services: Mail posted in bulk will often be mailed under a contract between the customer

and the postal operator. Typically, bulk services require customers to standardize format and weight of

their mailing, undertake a level of pre-sortation or to present mail in different ways according to the

contract conditions.

— Volumes of mailings: Bulk mailings are large. They may contain thousands or millions of items.

— Performance Measures: On-time performance measures are expanded to provide different types of (i)

on, (ii) by or (iii) between specific-dates performance depending on what is agreed with the postal

customers or is specified for this service.

— Discriminant Characteristics: Test items have to match the characteristics of customer mailings. The

range of characteristics relevant for the performance varies by type of mail service, and a wider set of

potential characteristics should be considered. Greater flexibility is required to define for what part of

the real mail logistics the results are representative for.
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— Production of Test Mail: For the inclusion of test mail in the customers bulk mailings a variety of

methods may be appropriate. They include database-seeding methods used in different stages of the

customer’s mail production process as well as methods to include pre-produced test items in the

customer’s bulk mailing between production and induction of the customers’ real mail.

— Dates of induction: The rules and requirements for bulk mail induction are more complex and may be

specific to the contract between customer and postal operator.
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EN 14534:2016 (E)
1 Scope

This European Standard specifies methods for measuring the end-to-end transit-time of domestic and cross-

border bulk mail, collected, processed and delivered by postal service operators. It considers methods using

representative end-to-end samples for all types of bulk-mail services with defined transit-time service-levels

as offered to the postal customer. It specifies a set of minimum requirements for the design of a quality-of-

service measurement system for bulk mail, involving the selection and distribution of test mail sent by

business senders and received by selected panellists.

This European Standard is applicable to the measurement of end-to-end priority and non-priority bulk-mail

services. For the purpose of this standard, bulk mail services can include all types of addressed bulk mail

including, but not limited to letter mail, direct mail, magazines and newspapers and encombrant-format

mailings.

This European Standard relates to the measurement of bulk-mail services offered to businesses that have

pick-ups at their offices or give their mail to postal service operators. If a third party agent acts for the postal

operator, then the time the mail is handed over to the agent will form part of the measurement. Where a

third party agent acts for the sending customer, the measurement will be from the point when mail is

handed over to the postal operator.

This European Standard is of modular structure. It is designed to assess the service performance of postal

operators for bulk mail services on the level of a single bulk mailing as defined by the postal customer or any

aggregations thereof, including the performance of an individual customer / operator or the performance of

a group of customers / operators or the performance at national level.

The standardized QoS measurement-method provides a uniform way for measuring the end-to-end transit

time of postal items. Using a standardized measurement-method will ensure that the measurement will be

done in an objective and equal way for all operators in accordance with the requirements of the Directive

97/67/EC and its amendments.

The end-to-end service measured may be provided by one operator or by a group of operators working

either together in the same distribution chain or parallel in different distribution chains. The method for

end-to-end measurement specified in this European Standard is not designed to provide results for the

measurement of parts of the distribution chain.

This standard does not include other service performance indicators than those related to end-to-end transit

time. In particular, this standard does not measure whether the timings of collections meet customers’

requirements.

The transit-time quality-of-service result will be expressed as percentage of mail delivered by, on or between

expected dates. These dates can be defined absolute as calendar-days or relative to the date of induction. The

transit time calculation rule will be in whole days.

This quality of service indicator does not measure the postal operator’s overall performance in a way, which

provides direct comparison of postal service operators. This European Standard nevertheless provides

minimum requirements for the comparability of end-to-end transit-time measurement results of specific

bulk mailings.

This European Standard is not applicable for the measurement of end-to-end transit-times of single-piece

mail services and hybrid mail, which require different measurement systems and methodologies (see, for

example, EN 13850, Postal Services - Quality of Services - Measurement of the transit time of end-to-end

services for single piece priority mail and first class mail.

In certain circumstances, this standard allows a choice between alternatives to be made subject to the

approval of the regulator. This approval is only necessary if the service is within the universal service

obligation.

This European Standard includes specifications for the quality control and auditing of the measurement

system.
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EN 14534:2016 (E)
2 Normative references

The following documents, in whole or in part, are normatively referenced in this document and are indis-

pensable for its application. For dated references, only the edition cited applies. For undated references, the

latest edition of the referenced document (including any amendments) applies.
...

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