EN 14534:2003+A1:2007
(Main)Postal services - Quality of service - Measurement of the transit time of end-to-end services for bulk mail
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 the domestic and cross-border, priority and non-priority, bulk mail, collected, processed and distributed by postal service operators. It considers methods using a representative end-to-end sample of addressed bulk 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.
For the purpose of this European Standard, bulk mail can include all types of addressed bulk mail: letter mail, direct mail, magazines, and newspapers, unless otherwise indicated.
The overall quality of service result should be expressed as the percentage of mail delivered within J + n days end-to-end according to the EC postal directive or the percentage of mail delivered by, on or between expected dates. The measurement should be in whole days and not be restricted by reference to a specific time of day for delivery.
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, 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 collections meets customers’ requirements.
The European Standard can be used to assess the performance of postal operators for specific products or services at a national level or for an individual or a group of customers.
The European Standard should not be used to assess the overall performance of a group of products or services which have other service specifications in terms of transit time expectation.
It specifies a set of requirements for the design of a quality of service measurement system for bulk mail, involving the selection and distribution of test mail sent and received by selected pan
Postalische Dienstleistungen - Dienstqualität - Laufzeitmessung 'end-to-end' für Massensendungen
Services postaux - Qualité de service - Mesure de la qualité de service de bout en bout pour courrier en nombre
La présente Norme européenne spécifie les méthodes pour mesurer le délai d’acheminement bout en bout du courrier en nombre, prioritaire ou non, 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 du courrier en nombre adressé. 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.
Pour les besoins de la présente Norme européenne, le courrier en nombre peut inclure tous les types de courrier adressé en nombre : lettres, courrier direct, magazines et journaux, sauf indication contraire.
Il convient d’exprimer le résultat global de la qualité de service en pourcentage de courrier distribué en J + n jours, de bout en bout, conformément à la directive postale européenne, ou en pourcentage de courrier distribué aux, ou entre les, dates prévues. Il est recommandé que les mesures se fassent sur des journées entières et ne se limitent pas à une référence à une heure spécifique du jour de distribution.
Cet indicateur de qualité de service ne mesure pas les performances globales 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 de dépôt satisfait aux exigences des clients.
La présente Norme européenne peut être utilisée pour évaluer la performance des opérateurs postaux pour des produits ou des services spécifiques à l’échelon national ou pour un client individuel ou un groupe de clients.
Poštne storitve - Kakovost storitev - Merjenje časa prenosa od sprejema do vročitve za masovno pošto
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2003-01.Slovenski inštitut za standardizacijo. Razmnoževanje celote ali delov tega standarda ni dovoljeno.Postal services - Quality of service - Measurement of the transit time of end-to-end services for bulk mailServices postaux - Qualité de service - Mesure de la qualité de service de bout en bout pour courrier en nombrePostalische Dienstleistungen - Dienstqualität - Laufzeitmessung 'end-to-end' für MassensendungenTa slovenski standard je istoveten z:EN 14534:2003+A1:2007SIST EN 14534:2004+A1:2007en03.240Poštne storitvePostal servicesICS:SLOVENSKI
STANDARDSIST EN 14534:2004+A1:200701-maj-2007
EUROPEAN STANDARD NORME EUROPÉENNE EUROPÄISCHE NORM
EN 14534:2003+A1
March 2007 ICS 03.240 SupersedesEN 14534:2003English 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 de la qualité de service de bout en bout pour courrier en nombre
Postalische Dienstleistungen - Dienstqualität - Laufzeitmessung 'end-to-end' für Massensendungen This European Standard was approved by CEN on 23 May 2003 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 14534:2003+A1:2007: E
(normative)
Calculation of the variance of the estimator of the on-time probability.27 Annex B
(normative)
Calculation rule.42 Annex C
(normative)
Quality control and auditing.49 Annex D
(informative)
Real mail studies.53 Annex E
(informative)
Validation rules for test items.55 Annex F
(informative)
Additional reporting.56 Annex G (normative)
Relaxation related to changed requirements due to flows with smaller mail volumes in an enlarged EU.58 Bibliography.64
3 Foreword This document (EN 14534:2003+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 14534:2003. The start and finish of text introduced or altered by amendment is indicated in the text by tags ! ". 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 letter mail appropriate for their coverage. A separate standard is required for the measurement of bulk mail for the following reasons. — Contract Services: mail posted in bulk will often be mailed under a contract between the sender and the postal operator. Typically bulk services require customers to undertake a level of pre-sortation or to present mail in different ways according to the contract conditions. — Senders: members of the public posting single items are replaced by companies, small in number, posting large volumes of mail; third party agents may also act on behalf of posting customers. — Volumes of mailings: bulk mailings may contain thousands or millions of items. — Performance Measures: on-time performance measures are expanded to provide additionally on, by or between specific dates performance depending on what is agreed with the customers or is specified for this service.
— Discriminant Characteristics: the range of characteristics varies by type of mail service and a wider set of potential characteristics should be considered. — Dates of deposit: the rules and requirements for bulk mails are more complex and may be specific to the contract between customer and postal operator.
Test items: have to match the characteristics of customer mailings and where database seeding methods are used ‘live’ items of mail may be used in the survey.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, 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 and postal customers and postal operators themselves.
The objective of the measurement is to estimate the quality of service given to the customer in each European country domestically and cross-border between 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 national and cross-border mail. !When EN 14534 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 14534 in 2003 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 was 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."
5 1 Scope This European Standard specifies methods for measuring the end-to-end transit time of the domestic and cross-border, priority and non-priority, bulk mail, collected, processed and distributed by postal service operators. It considers methods using a representative end-to-end sample of addressed bulk 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. For the purpose of this European Standard, bulk mail can include all types of addressed bulk mail: letter mail, direct mail, magazines, and newspapers, unless otherwise indicated. The overall quality of service result should be expressed as the percentage of mail delivered within J + n days end-to-end according to the EC postal directive or the percentage of mail delivered by, on or between expected dates. The measurement should be in whole days and not be restricted by reference to a specific time of day for delivery. 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, 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 collections meets customers’ requirements. The European Standard can be used to assess the performance of postal operators for specific products or services at a national level or for an individual or a group of customers.
The European Standard should not be used to assess the overall performance of a group of products or services which have other service specifications in terms of transit time expectation. It specifies a set of requirements for the design of a quality of service measurement system for bulk mail, involving the selection and distribution of test mail sent and received by selected panellists. The test mail sample design gives the specif
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