CEN/TR 15369:2006
(Main)Postal services - Quality of service - Guide for the implementation of EN 14534 Measurement of the transit time of end-to-end services for bulk mail
Postal services - Quality of service - Guide for the implementation of EN 14534 Measurement of the transit time of end-to-end services for bulk mail
This Technical Report is an implementation guide to EN 14534 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 14534. 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 standard 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 14534. It gives information on how to interpret the test results obtained by measurement according to the standard.
This Technical Report does not alter in any way the requirements of EN 14534. 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.
Postalische Dienstleistungen - Dienstqualität - Leitfaden für die Anwendung von EN 14534 Laufzeitmessung end-to-end für Massensendungen
Services postaux - Qualité de service - Guide pour la mise en oeuvre de l'EN 14534 Mesure de la qualité de service de bout en bout pour le courrier en nombre
Le présent Rapport Technique est un guide de mise en œuvre de l’EN 14534 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 14534. 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 la norme, 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 14534. Il donne des informations sur la manière d’interpréter les résultats d'échantillon test obtenus par une mesure conformément à la norme.
Le présent Rapport Technique ne modifie en aucune manière les exigences de l’EN 14534. 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
Poštne storitve - Kakovost storitve - Vodilo za uvajanje EN 14534, Merjenje časa prenosa od sprejema do vročitve za masovno pošto
General Information
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Standards Content (Sample)
SLOVENSKI STANDARD
01-januar-2007
3RãWQHVWRULWYH.DNRYRVWVWRULWYH9RGLOR]DXYDMDQMH(10HUMHQMHþDVD
SUHQRVDRGVSUHMHPDGRYURþLWYH]DPDVRYQRSRãWR
Postal services - Quality of service - Guide for the implementation of EN 14534
Measurement of the transit time of end-to-end services for bulk mail
Postalische Dienstleistungen - Dienstqualität - Leitfaden für die Anwendung von EN
14534 Laufzeitmessung end-to-end für Massensendungen
Services postaux - Qualité de service - Guide pour la mise en oeuvre de l'EN 14534
Mesure de la qualité de service de bout en bout pour le courrier en nombre
Ta slovenski standard je istoveten z: CEN/TR 15369:2006
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 15369
RAPPORT TECHNIQUE
TECHNISCHER BERICHT
May 2006
ICS 03.240
English Version
Postal services - Quality of service - Guide for the
implementation of EN 14534 Measurement of the transit time of
end-to-end services for bulk mail
Services postaux - Qualité de service - Guide pour la mise Postalische Dienstleistungen - Dienstqualität - Leitfaden für
en application de l'EN 14534 Mesure de la qualité de die Anwendung von EN 14534 Laufzeitmessung end-to-end
service de bout en bout pour courrier en nombre für Massensendungen
This Technical Report was approved by CEN on 25 February 2006. 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 15369:2006: 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.5
3 Considerations before implementing the EN 14534.7
4 Implementing the standard.8
5 Information regarding the interpretation of specific clauses and formulae in EN 14534 .14
Annex A Implementation timetable.23
Foreword
This Technical Report (CEN/TR 15369:2006) has been prepared by Technical Committee CEN/TC 331
“Postal services”, the secretariat of which is held by NEN.
Introduction
This Technical Report is supplementary to EN 14534 Postal services - Quality of service - Measurement of
transit time of end-to-end services for bulk mail. It provides information to be considered when implementing
the EN 14534. It has been developed to guide postal operators and regulators as to the use, benefits and
restrictions of EN 14534. The first part of this 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 14534 and should be read in parallel
with the standard.
In addition to referencing this Technical Report, those seeking to implement the standard are advised to
consult requirements and guidance from the national regulators and legislation that apply in their jurisdictions.
EN 14534 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 14534 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 14534. 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 standard 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 14534. It gives information on
how to interpret the test results obtained by measurement according to the standard.
This Technical Report does not alter in any way the requirements of EN 14534. 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.
2 Purpose and use of postal quality of service standards
2.1 General
EN 14534 Postal services - Quality of service - Measurement of transit time of end-to-end services for bulk
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 14534 and to guide the user of this and other quality of service standards the
following facts and precautions may be considered.
EN 14534 contains a number of requirements, which may be agreed with or should be approved by national
postal regulators.
EN 14534 specifies technical requirements for the measurement including the preparation of reports on the
results of measurement. However EN 14534 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 quality of service measuring methods provides 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 14534.
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.
The use of standards 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 14534
EN 14534 considers only the measurement of transit time (expressed as the percentage of mail delivered
within J + n day’s 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 14534 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 14534 is not designed to provide for detailed results for
the measuring parts of the distribution chain, when more than one operator is involved in the collection,
processing and delivery of mail.
Although the EN 14534 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 multiple operator
environments.
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. Considerations in case of multiple operators are 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 14534 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 14534 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 14534 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 14534 for quality improvements in a
multiple operator environment additional considerations regarding causes of delays and their allocations to
operators are 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 14534
3.1 Regulations
The standard itself is not meant to specify how the regulators shall enforce and monitor the use of EN 14534.
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 14534 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 provider 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 provider itself or a national regulatory authority.
The independent performance monitoring organisation provides a guarantee that results of the measurement
have not been wrongly influenced by the postal service provider. Factors normally taken into account in
choosing a performance monitoring organisation include the capability - with strong emphasis of panel
management skills -, experience and reputation of the organisation as well as any legal or regulatory
requirements and, of course, cost. To cover all these points it is common to go through a formal tender
process. Organisations which may have undertaken quality of service measurement include e.g. research
institutes, consultancies, market research companies, universities and government organisations.
The performance monitoring organisation is required to ensure that the panel of senders and receivers is
independent of postal operators and to manage the panel according to the International Chamber of
Commerce/ESOMAR International Code of Marketing and Social Research Practice. This is intended to
ensure that the postal operator cannot influence either the behaviour or reporting of the panellists, or the
quality of service provided specifically to them. These codes of p
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