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CEN/TR 16915:2015

(Main)

Postal Services - Quality of service - Damage to postal items

Postal Services - Quality of service - Damage to postal items

This Technical Report is an extension as a guide to the European Standard EN 14012 with regard to damage of postal items. EN 14012 recommends:
The continual improvement of the overall quality of service is an objective of the complaint handling system, and using the information from the complaint handling process to improve the overall quality of service should be a permanent objective of any postal organization.
Complaint handling processes should allow analysis of complaint causes.
However, it does not contain detailed guidelines to possible solutions. Damages are a rare event and a standard for measurement proved not to be feasible. This document contains a set of best practices dedicated to use by postal operators regardless of their size and users of postal services.

Postalische Dienstleistungen - Dienstqualität - Beschädigung von Postsendungen

Services postaux - Qualité de service - Dommages aux envois postaux

Poštne storitve - Kakovost storitev - Poškodbe poštnih pošiljk

To tehnično poročilo je razširitev smernic za uporabo evropskega standarda EN 14012 v zvezi s poškodbami poštnih pošiljk. Standard EN 14012 priporoča:
Nenehno izboljševanje splošne kakovosti storitev je cilj sistema za ravnanje s pritožbami, pri čemer naj bi bila uporaba informacij, pridobljenih med postopkom ravnanja s pritožbami, za izboljšanje splošne kakovosti storitev stalen cilj vsake poštne organizacije.
Postopki ravnanja s pritožbami naj bi omogočali analizo vzrokov pritožb.
Podrobne smernice za morebitne rešitve niso vključene. Odškodnine se izplačajo redko in izkazalo se je, da standard za merjenje ni izvedljiv. Ta dokument vsebuje dobro prakso, ki naj bi jo uporabljali poštni operaterji, ne glede na njihovo velikost in uporabnike poštnih storitev.

General Information

Status
Withdrawn
Publication Date
03-Nov-2015
Withdrawal Date
22-Jan-2020
ICS
03.240 - Postal services
Technical Committee
CEN/TC 331 - Postal services
Drafting Committee
CEN/TC 331/WG 1 - Quality of service
Current Stage
9960 - Withdrawal effective - Withdrawal
Completion Date
23-Jan-2020
Mandate
M/428 - Standardisation Mandate addressed to CEN in the field of Postal services and equipment
Ref Project
SIST-TP CEN/TR 16915:2016 - Postal services - Quality of service - Damage to postal items

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Standards Content (Sample)

SLOVENSKI STANDARD
SIST-TP CEN/TR 16915:2016
01-januar-2016
Poštne storitve - Kakovost storitev - Poškodbe poštnih pošiljk
Postal services - Quality of service - Damage to postal items
Postalische Dienstleistungen - Dienstqualität - Beschädigung von Postsendungen
Services postaux - Qualité de service - Dommages aux envois postaux
Ta slovenski standard je istoveten z: CEN/TR 16915:2015
ICS:
03.120.99 Drugi standardi v zvezi s Other standards related to
kakovostjo quality
03.240 Poštne storitve Postal services
SIST-TP CEN/TR 16915:2016 en,fr,de
2003-01.Slovenski inštitut za standardizacijo. Razmnoževanje celote ali delov tega standarda ni dovoljeno.

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SIST-TP CEN/TR 16915:2016

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SIST-TP CEN/TR 16915:2016


CEN/TR 16915
TECHNICAL REPORT

RAPPORT TECHNIQUE

November 2015
TECHNISCHER BERICHT
ICS 03.240
English Version

Postal Services - Quality of service - Damage to postal
items
Services postaux - Qualité de service - Dommages aux Postalische Dienstleistungen - Dienstqualität -
envois postaux Beschädigung von Postsendungen


This Technical Report was approved by CEN on 17 November 2015. It has been drawn up by the Technical Committee CEN/TC
331.

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
© 2015 CEN All rights of exploitation in any form and by any means reserved Ref. No. CEN/TR 16915:2015 E
worldwide for CEN national Members.

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SIST-TP CEN/TR 16915:2016
CEN/TR 16915:2015 (E)
Contents Page
European foreword . 3
Introduction . 4
1 Scope . 5
2 Terms and definitions . 5
3 Main issues concerning the damages of postal items . 6
3.1 General . 6
3.2 Solutions applied by operators . 6
4 Prevention actions . 16
5 Measurements . 16
5.1 General . 16
5.2 Analysis of the database of complaints . 17
5.3 Reference to EN 14012 . 18
6 Activities to mitigate impact of damages . 19
7 Parameters of postal items affecting the number of damages . 19
Bibliography . 20
2

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SIST-TP CEN/TR 16915:2016
CEN/TR 16915:2015 (E)
European foreword
This document (CEN/TR 16915:2015) has been prepared by Technical Committee CEN/TC 331 “Postal
services”, the secretariat of which is held by NEN.
Attention is drawn to the possibility that some of the elements of this document may be the subject of
patent rights. CEN [and/or CENELEC] shall not be held responsible for id
...

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