EN 13850:2002+A1:2007
(Main)Postal service - Quality of service - Measurement of the transit time of end-to end-services for single piece priority mail and first class mail
Postal service - Quality of service - Measurement of the transit time of end-to end-services for single piece priority mail and first class mail
This European Standard specifies methods for measuring the end-to-end transit time of the domestic and cross-border priority single piece letter mail, collected, processed and distributed by postal service operators. It considers methods using a representative end-to-end sample of all types of single piece addressed letter mail. End-to-end is defined as from the point mail is placed into the collection/acceptance system under the responsibility of the postal operators, to the final delivery point under the responsibility of the postal operators.
The overall transit time quality-of-service result is to be expressed as percentage of mail delivered within
J + n days end-to-end according to the EC postal directive.
This quality of service indicator does not measure the postal operator’s overall performance in a way that provides direct comparison of postal service operators, and does not include other service performance indicators than those related to transit time. In particular this European Standard does not measure whether the timing of the last collection of the day meets customer’s requirements.
It specifies a set of requirements for the design of a quality of service measuring system for single piece priority mail, involving the selection and distribution of test item sent and received by selected panellists. The sample design gives the specifications for the item to be representative of the real mail flows.
This European Standard relates to the measurement of the so-called "normal" services given to private persons / households and businesses that post mail at street letter boxes, over the counter at post offices, have pick ups at their offices or give their mail directly at postal service operators sorting centres.
For technical reasons this European Standard may not in all parts be suitable for the measuring of very small volumes of mail and for operators with limited coverage.
This European Standard is not applicable for measuring the end-to-end tran
Postalische Dienstleistungen - Dienstqualität - Laufzeitmessung end-to-end für Vorrangssendungen und Sendungen erster Klasse
Services postaux - Qualité de service - Mesure du délai d'acheminement des services de bout en bout pour le courrier prioritaire égrené et de première classe
La présente Norme européenne spécifie les méthodes pour mesurer le délai d’acheminement bout en bout du courrier égrené prioritaire, national et transfrontière, collecté, traité et distribué par des opérateurs postaux. Elle s’appuie sur des méthodes utilisant un échantillon de bout en bout représentatif de tous les types de courrier égrené adressé de cette catégorie. Le bout en bout est défini comme démarrant au point où le courrier est introduit dans le système de collecte/prise en charge, sous la responsabilité des opérateurs postaux, jusqu’au point de distribution finale sous la responsabilité des opérateurs postaux.
Le résultat global de la qualité de service du délai d’acheminement est exprimé en pourcentage de courrier distribué en J + n jours, de bout en bout, conformément à la Directive postale européenne.
Cet indicateur de qualité de service 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 au délai d’acheminement. La présente Norme européenne en particulier ne mesure pas si l’heure limite de dépôt journalier satisfait aux exigences des clients.
Il spécifie un ensemble des exigences requises pour la conception du système de mesure de la qualité de service du courrier égrené prioritaire, intégrant le choix et la répartition d’objets test envoyés et reçus par des panélistes sélectionnés. La modélisation de l’échantillon indique les spécifications requises pour que cet objet soit représentatif des flux de courrier réels.
La présente Norme européenne porte sur la mesure de ce que l'on appelle les services «normaux» offerts aux personnes physiques/ménages et entreprises qui déposent leur courrier dans les boîtes aux lettres de rue, au guichet des bureaux de poste, le font relever à leurs bureaux ou le déposent directement aux centres de tri des opérateurs du service postal.
Poštne storitve - Kakovost storitev - Merjenje časa prenosa od sprejema do vročitve za posamične pošiljke prednostne pošte in pošte prvega razreda
General Information
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Standards Content (Sample)
2003-01.Slovenski inštitut za standardizacijo. Razmnoževanje celote ali delov tega standarda ni dovoljeno.D]UHGDPostalische Dienstleistungen - Dienstqualität - Laufzeitmessung end-to-end für Vorrangssendungen und Sendungen erster KlasseServices postaux - Qualité de service - Mesure du délai d´acheminement des services de bout en bout pour le courrier prioritaire égrené et de premiere classePostal service - Quality of service - Measurement of the transit time of end-to end-services for single piece priority mail and first class mail03.240Poštne storitvePostal services03.120.99Drugi standardi v zvezi s kakovostjoOther standards related to qualityICS:Ta slovenski standard je istoveten z:EN 13850:2002+A1:2007SIST EN 13850:2004+A1:2007en01-maj-2007SIST EN 13850:2004+A1:2007SLOVENSKI
STANDARD
EUROPEAN STANDARD NORME EUROPÉENNE EUROPÄISCHE NORM
EN 13850:2002+A1
March 2007 ICS 03.240 SupersedesEN 13850:2002English Version
Postal service - Quality of service - Measurement of the transit time of end-to end-services for single piece priority mail and first class mail
Services postaux - Qualité de service - Mesure du délai d´acheminement des services de bout en bout pour le courrier prioritaire égrené et de première classe
Postalische Dienstleistungen - Dienstqualität - Laufzeitmessung end-to-end für Vorrangssendungen und Sendungen erster Klasse This European Standard was approved by CEN on 16 February 2002 and includes Amendment 1 approved by CEN on 4 February 2007.
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 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 Management Centre has the same status as the official versions.
CEN members are the national standards bodies of Austria, Belgium, Bulgaria, 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 © 2007 CEN All rights of exploitation in any form and by any means reserved worldwide for CEN national Members. Ref. No. EN 13850:2002+A1:2007: ESIST EN 13850:2004+A1:2007
(normative)
Variance of the estimator of the on-time probability.22 Annex B
(normative)
Calculation rule.36 Annex C
(normative)
Quality control and auditing.41 Annex D
(informative)
Real mail studies.45 Annex E
(informative)
Validation rules for test items.53 Annex F (normative)
!Relaxation related to changed requirements for smaller mail volumes in an enlarged EU.54 Bibliography.60 SIST EN 13850:2004+A1:2007
Foreword This document (EN 13850:2002+A1:2007) has been prepared by Technical Committee CEN/TC 331 "Postal services", the secretariat of which is held by NEN. This document shall be given the status of a national standard, either by publication of an identical text or by endorsement, at the latest by September 2007 and conflicting national standards shall be withdrawn at the latest by September 2007. This document includes Amendment 1, approved by CEN on 2007-02-04. This document supersedes EN 13850:2002. The start and finish of text introduced or altered by amendment is indicated in the text by tags ! ". This document has been prepared under a mandate given to CEN by the European Commission and the European Free Trade Association, and supports essential requirements of EU Directive(s). 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, 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.
— independent end-to-end measurement capabilities; — a focus on cross-border delivery service performance; — a single, uniform and reliable system for monitoring delivery service performance within the Union. The Commission 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 degrees of freedom to reflect national needs and peculiarities. On the other hand, they should fulfil a defined set of minimum requirements to satisfy the information interests of the national regulatory authority, postal customers and postal operators themselves.
The objective of the measurement is to estimate the transit time quality of service given to the customer in each European country domestically 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 transit time of the national and cross-border mail. !When EN 13850 was developed it was decided to base it on existing measuring systems already in use among the European Union member states. Since the publication of EN 13850 in 2002 more countries have joined the European Union which have increased the number of cross-border mail flows significantly and therefore made it necessary to adapt the standard accordingly. Amendment 1 to this European Standard has been developed to make it possible to economically measure a larger number of mail flows from a wider range of countries than the original versions of the standard were made for. Amendment 1 to this European Standard gives information on how to categorize mail flows for measuring purposes and explain how required accuracy for small and medium sized mail flows can be obtained by measuring under a consecutive number of years." 1 Scope This European Standard specifies methods for measuring the end-to-end transit time of the domestic and cross-border priority single piece letter mail, collected, processed and distributed by postal service operators. It considers methods using a representative end-to-end sample of all types of single piece addressed letter mail. End-to-end is defined as from the point mail is placed into the collection/acceptance system under the responsibility of the postal operators, to the final delivery point under the responsibility of the postal operators. The overall transit time quality-of-service result is to be expressed as percentage of mail delivered within
J + n days end-to-end according to the EC postal directive. This quality of service indicator does not measure the postal operator’s overall performance in a way that provides direct comparison of postal service operators, and does not include other service performance indicators than those related to transit time. In particular this European Standard does not measure whether the timing of the last collection of the day meets customer’s requirements. It specifies a set of requirements for the design of a quality of service measuring syste
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