SIST EN 14534:2004
(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 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 meet 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.
Postalische Dienstleistungen - Dienstqualität - Laufzeitmessung 'end-to-end' für Massensendungen
In dieser Europäischen Norm werden die Verfahren zur Messung der End-to-end-Laufzeit von nationalen und grenzüberschreitenden Sendungen, Vorrang- und Nichtvorrangsendungen, Massensendungen beschrieben, die von den Postdienstbetreibern abgeholt, bearbeitet und verteilt werden. Sie beschreibt Verfahren, die eine repräsentative End-to-end-Stichprobe von adressierten Massensendungen verwenden. Als "End-to-end" wird die Bearbeitung der Sendung bezeichnet, und zwar von dem Punkt, an dem die Sendung in das Abhol/Annahmesystem unter der Verantwortung der Postbetreiber eingebracht wird bis zum endgültigen Zustellpunkt unter der Verantwortung der Postbetreiber.
Im Sinne dieser Europäischen Norm können Massensendungen alle Arten von adressierten Massensendungen, Briefsendungen, Direktwerbesendungen, Zeitschriften und Zeitungen enthalten, sofern nicht anderweitig angegeben.
Das Ergebnis der Gesamtdienstgüte sollte als Prozentsatz der innerhalb von J + n Tagen von "End-to-end" zugestellten Sendungen gemäß der EU-Postrichtlinie bzw. als Prozentsatz der bis, an oder zwischen den erwarteten Zeitpunkten zugestellten Sendungen ausgedrückt werden. Die Messung sollte in ganzen Tagen angegeben werden und nicht durch Verweis auf eine spezifischen Tageszeit der Zustellung eingeschränkt werden.
Dieser Dienstqualitätsindikator misst nicht die Gesamtleistung des Postbetreibers durch einen direkten Vergleich der Postdienstbetreiber und enthält nur auf die Laufzeit bezogene Leistungsindikatoren. Insbesondere wird von dieser Europäischen Norm nicht berücksichtigt, ob die Abholzeiten den Kundenanforderungen entsprechen.
Die Europäische Norm kann zur Bewertung der Leistung von Postbetreibern für spezifische Produkte oder Dienstleistungen auf nationaler Ebene oder für einzelne Kunden bzw. Kundengruppen verwendet werden.
Die Europäische Norm sollte nicht zur Bewertung der Gesamtleistung einer Gruppe von Produkten oder Dienstleistungen verwendet werden, die über eine andere Leistungsbeschreibu
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 transfrontiere, 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 ou le courrier est introduit dans le systeme 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 a 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 entieres et ne se limitent pas a une référence a 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 maniere 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 etre utilisée pour évaluer la performance des opérateurs postaux pour des produits ou des services spécifiques a 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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Standards Content (Sample)
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 14534:2003SIST EN 14534:2004en03.240Poštne storitvePostal servicesICS:SLOVENSKI
STANDARDSIST EN 14534:200401-september-2004
EUROPEAN STANDARDNORME EUROPÉENNEEUROPÄISCHE NORMEN 14534December 2003ICS 03.240English versionPostal services - Quality of service - Measurement of the transittime of end-to-end services for bulk mailServices postaux - Qualité de service - Mesurage desdélais d'acheminement des dépôts en nombre (mesure debout en bout)Postalische Dienstleistungen - Dienstqualität -Laufzeitmessung 'end-to-end' für MassensendungenThis European Standard was approved by CEN on 23 May 2003.CEN members are bound to comply with the CEN/CENELEC Internal Regulations which stipulate the conditions for giving this EuropeanStandard the status of a national standard without any alteration. Up-to-date lists and bibliographical references concerning such nationalstandards may be obtained on application to the 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 translationunder the responsibility of a CEN member into its own language and notified to the Management Centre has the same status as the officialversions.CEN members are the national standards bodies of Austria, Belgium, Czech Republic, Denmark, Finland, France, Germany, Greece,Hungary, Iceland, Ireland, Italy, Luxembourg, Malta, Netherlands, Norway, Portugal, Slovakia, Spain, Sweden, Switzerland and UnitedKingdom.EUROPEAN COMMITTEE FOR STANDARDIZATIONCOMITÉ EUROPÉEN DE NORMALISATIONEUROPÄISCHES KOMITEE FÜR NORMUNGManagement Centre: rue de Stassart, 36
B-1050 Brussels© 2003 CENAll rights of exploitation in any form and by any means reservedworldwide for CEN national Members.Ref. No. EN 14534:2003 E
EN 14534:2003 (E)2ContentsForeword.3Introduction.41Scope.52Normative references.63Terms and definitions.74Performance indicators.144.1General.144.2Calculation and presentation of on-time performance.145Methodology.165.1Representative test mail methodology.165.2Creation of test mail.165.3Establishing the date of deposit.165.4Sample design.175.5Real mail studies.185.6Geographical stratification.185.7Geographical distribution of the receiving panel.205.8Distribution of senders.205.9Estimators.215.10Aggregation of results.236Test mail characteristics.246.1General.246.2Discriminant mail characteristics.247Report.258Quality control and auditing.26Annex A
(normative)
Calculation of the variance of the estimator of the on-time probability.27Annex B
(normative)
Calculation rule.42Annex C
(normative)
Quality control and auditing.49Annex D
(informative)
Real mail studies.53Annex E
(informative)
Validation rules for test items.55Annex F
(informative)
Additional reporting.56Bibliography.58
EN 14534:2003 (E)3ForewordThis document (EN 14534:2003) has been prepared by Technical Committee CEN/TC 331, "Postal services", thesecretariat 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 orby endorsement, at the latest by June 2004, and conflicting national standards shall be withdrawn at the latest byJune 2004.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. BothEuropean Standards consider methods using a representative end-to-end sample of all types of addressed lettermail appropriate for their coverage. A separate standard is required for the measurement of bulk mail for thefollowing reasons.— Contract Services: mail posted in bulk will often be mailed under a contract between the sender and the postaloperator. Typically bulk services require customers to undertake a level of pre-sortation or to present mail indifferent ways according to the contract conditions.— Senders: members of the public posting single items are replaced by companies, small in number, posting largevolumes 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 orbetween specific dates performance depending on what is agreed with the customers or is specified for thisservice.— Discriminant Characteristics: the range of characteristics varies by type of mail service and a wider set ofpotential characteristics should be considered.— Dates of deposit: the rules and requirements for bulk mails are more complex and may be specific to thecontract 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 bythe European Commission and the European Free Trade Association.Annexes A, B and C are normative. Annexes D, E and F are informative.This document includes a Bibliography.According to the CEN/CENELEC Internal Regulations, the national standards organizations of the followingcountries are bound to implement this European Standard: Austria, Belgium, Czech Republic, Denmark, Finland,France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Luxembourg, Malta, Netherlands, Norway, Portugal,Slovakia, Spain, Sweden, Switzerland and the United Kingdom.
EN 14534:2003 (E)4IntroductionIn the Green paper on postal services in 1992 the European Commission emphasised the need to establishcommon rules for the development of community postal services and the improvement of quality of service. TheCommission identified requirements for quality of service measurement that include:— 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 theestablishment of one common unified European measurement system and that national systems should havesufficient degrees of freedom to reflect national needs and peculiarities. On the other hand, they should fulfil adefined set of minimum requirements to satisfy the information interests of the national regulatory authority andpostal customers and postal operators themselves.The objective of the measurement is to estimate the quality of service given to the customer in each Europeancountry domestically and cross-border between European countries.This European Standard refers to a number of principles and minimum requirements to be applied for themeasurement of the transit time of national and cross-border mail.
EN 14534:2003 (E)51 ScopeThis 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. Itconsiders methods using a representative end-to-end sample of addressed bulk mail. End-to-end is defined asfrom 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, directmail, 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 whichprovides direct comparison of postal service operators, and does not include other service performance indicatorsthan those related to transit time. In particular this European Standard does not measure whether the timing ofcollections meets customers’ requirements.The European Standard can be used to assess the performance of postal operators for specific products orservices 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 serviceswhich 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, involvingthe selection and distribution of test mail sent and received by selected panellists. The test mail sample designgives the specifications for the mail to be representative of real mail flows.This European Standard relates to the measurement of services offered to businesses that have pick ups at theiroffices or give their mail to postal service operators. If a third party agent acts for the postal operator then the timethe mail is handed over to the agent should form part of the measurement. Where a third party agent acts for thesending customer then the measurement should be from the point when mail is handed over to the postal operator.For technical reasons the European Standard may not in all parts be suitable for the measuring of very smallvolumes of mail and for operators with limited coverage. It is not applicable for measuring the end-to-end transittime distribution of single piece mailings which require different measurement systems. The European Standard EN13850 has been developed for single piece priority mail and EN 14508 for single piece non-priority mail.This European standard includes specifications for the quality control and auditing of the measurement system.In certain circumstances this European Standard allows a choice between alternatives or deviations to be madesubject to the approval of the regulator. This approval is only necessary if the product or service is within theuniversal service obligation.
EN 14534:2003 (E)62 Normative referencesThis European Standard incorporates, by dated or undated reference, provisions from other publications. Thesenormative references are cited at the appropriate places in the text, and the publications are listed hereafter. Fordated references, subsequent amendments to or revisions of any of these publications apply to this EuropeanStandard only when incorporated in it by amendment or revision. For undated references the latest edition of thepublication referred to applies (including amendments).EN 13850Postal services - Quality of service - Measurement of the transit time of end-to-endservices for single piece priority mail and first class mail.EN 30011-1Guidelines for auditing quality systems - Part 1: Auditing (ISO 10011-1:1990).EN ISO 90002000Quality management systems - Fundamentals and vocabulary (ISO 9000:2000).ISO 3534-11993Statistics - Vocabulary and symbols - Part 1: Probability and general statistical terms.ISO 3534-21993Statistics - Vocabulary and symbols - Part 2: Statistical quality control.ISO 11180Postal addressing.International Chamber of Commerce / ESOMAR International Code of Marketing andSocial Research Practice1
1 The International Chamber of Commerce / ESOMAR International Code of Marketing and Social Research Practice is available from:ESOMAR:Vondelstraat 1721054 GV AMSTERDAMThe NetherlandsTel: +31-20-664 21 41Fax: +31-20-664 29 22www.esomar.orgorThe International Chamber of Commerce:www.iccwbo.org
EN 14534:2003 (E)73 Terms and definitionsFor the purposes of this European Standard the following terms and definitions apply.3.1accuracycloseness of agreement between a test result and the accepted reference valueNOTE 1
The term accuracy, when applied to a set of test results, involves a combination of random components and acommon systematic error or bias component.
[ISO 3534-1:1993]NOTE 2
In this standard the accuracy is given by the length 2e of the confidence interval at the confidence level 95 % for theparameter being estimated, namely the probability of attaining the specification with respect to the transit time.3.2aggregationcompounding of primary data into an aggregate for the purpose of expressing them in a summary form3.3auditsystematic and independent examination to determine whether activities and related results comply with plannedarrangements and whether these arrangements are implemented effectively and are suitable to achieve objectives[EN ISO 9000:2000]3.4average (arithmetic mean)sum of values divided by the number of values [ISO 3534-1:1993]3.5bring servicemail collection or mail delivery service specifically contracted by the customer3.6bulk maillarge volume of mail having similar characteristics posted by a single sender at the same induction pointNOTE
Customers typically share the outward processing of bulk mail by sorting or segregating the mail to enable the postaloperator to by-pass the first sortation stages.Cf sender3.7businessbodies other than households that receive and send mail3.8characteristicproperty which helps to identify or differentiate between items of a given populationNOTE 1
The characteristics can be either quantitative - by variables, or qualitative - by attributes [ISO 3534-1:1993]NOTE 2
In this European Standard the population is postal test items and the characteristics are related to type of senders,type of receivers, times and types of induction or delivery, physical aspects of test items, franking, etc.3.9citygeographically defined area according to national classification systems
EN 14534:2003 (E)83.10conformityfulfilment of specified requirements
[EN ISO 9000:2000]3.11corrective actionaction taken to eliminate the causes of an existing non-conformity, defect or other undesirable situation in order toprevent recurrence [EN ISO 9000:2000]3.12correlationrelationship between two or several random variables within a distribution of two or more random variablesNOTE
Most statistical measures of correlation measure only the degree of linear relationship. [ISO 3534-1:1993]3.13correlation coefficientratio of the covariance of two random variables to the product of their standard deviations [ISO 3534-1:1993]3.14countryterritory of a nation with its own government3.15cross-border mailmail distributed from one country to another country3.16customernatural or legal person having a business relationship with a postal operator3.17date of deliverydate on which a postal item is delivered to the address or to the addressee3.18date of deposit (J)date on which a postal item is posted, provided posting takes place before the last collection of that dayNOTE 1
The term date of deposit is used in relation to quality of service measurement. The definition is based on the PostalDirective 97/67/EC.NOTE 2
Last collection refers to the advertised last time for collection (not the actual time) or to the contracted latest time forcollection.NOTE 3
If a postal item is posted after the last collection for that day’s mail then the date of deposit is the next date on whichthere is a collection for that type of mail .3.19date of postingcalendar date on which a postal item is posted3.20delivery pointphysical location at which delivery of postal items by a postal operator takes place and where they leave theoperator’s responsibility3.21design factorratio of the variance of the estimator in the given sample design by the variance of the estimator in an elementarysample design of the same size. The design factor is related to a given sample design and estimator.
EN 14534:2003 (E)93.22discriminant (characteristic)characteristic affecting the outcomeNOTE
In this standard a characteristic is discriminant when transit time differs according to the different modes of thecharacteristic.3.23distributionprocess from collecting mail at collecting points through sorting at the distribution centre to delivery of mail items tothe addressee3.24domestic mailmail items sent and received within one country3.25end-to-end (transit time)from the point mail is placed into the collection/acceptance system under the responsibility of the collecting postaloperator to the final delivery point under the responsibility of the delivering postal operator3.26estimatevalue of an estimator obtained as a result of an estimation [ISO 3534-1:1993]3.27estimatorstatistic used to estimate a population parameter
[ISO 3534-1:1993]NOTE
In this European Standard, a function of the observed values of test item transit times allowing the estimation of theprobability of attaining the specification with respect to the transit time.3.28expectationfor a discrete random variable X taking the values xi, with the probabilities pi, the expectation if it exists, is:m = E(X) = Spi xithe sum being extended over all the values xi which can be taken by X [ISO 3534-1:1993]3.29field of studytotal mail flow of one product and service between defined postal areas as:— Domestic - one operator in one country— Domestic - one operator in one country for an individual or a group of customers— Domestic - a group of operators in one country— Cross-border - one operator to one country— Cross-border - one operator to a group of countries— Cross-border - one country to one country— Cross-border - one country to a group of countries3.30frequencynumber of occurrences of a given type of event or the number of observations falling into a special class[ISO 3534-1:1993]
EN 14534:2003 (E)103.31geographical coveragespread of postal services within a pre-defined geographical area3.32independent performance monitoring organisationbody charged with the monitoring of the quality of service according to the methodology specified in this standardand which body is external to, and having no links of ownership or control with the postal service provider orcustomers thus monitored3.33independencetwo random variables are independent if their distribution functions are related byF(x,y) = F(x,¥) . F(¥,y) = G(x) . H(y)where ¥) = G(x) and F(¥, y) =H(y) are the marginal distribution functions of X and Y, respectively for all pairs(x, y) [ISO 3534-1:1993]3.34inductiondeposition of mail into the postal network3.35induction pointphysical location at which postal items are placed into the collection/acceptance system under the responsibility ofthe collecting postal operator3.36inspectionactivity such as measuring, examining, testing or gauging one or more characteristics of an entity and comparingthe results with specified requirements in order to establish whether conformity is achieved for each characteristic[EN ISO 9000:2000 and ISO 3534-2:1993]3.37metered mailmail franked by franking machines3.38national and regional holidayday with limited postal collection or delivery activities3.39observed valuevalue of a characteristic obtained as the result of a single observation [ISO 3534-1:1993]3.40office of exchangeplace where a postal operator accepts cross-border mail from a postal operator of another country3.41on-time probabilityprobability of the event that the transit time Tof a mail item meets the specifications, i.e. does not exceed thespecified number s of days:()sT£Pr3.42on-time performanceproportion of postal items within a given period of time
t
with transit times meeting the specification
EN 14534:2003 (E)11Formal definition: å=)(1)(1tNiiXtNwhere )(tNis the total number of postal items inducted during the period,and1=iX if postal items i fulfils the specification and otherwise 0=iX3.43performance indicatorexpression derived from postal transit time statistics and data used to characterise the performance of a postaloperator3.44postal catchment areapostal area served by a domestic sorting centre or by an office of exchange for cross-border mail outbound orinbound. Catchment areas can be different for outbound and inbound mail, or for different fields of study3.45postal areaone of the parts into which a postal operator’s whole territory is divided and which is suitable for characterisingpostal delivery peculiarities3.46postal serviceservices involving the clearance, sorting, transport and delivery of postal items3.47priority item, first class item, A-class itemletter post item sent with priority by air or by surface and receiving different processing compared to items classifiedas non-priority3.48probability distributionfunction giving the probability that a random variable takes any given value or belongs to a given set of values[ISO 3534-1:1993]3.49qualitytotality of characteristics of an entity that bear on its ability to satisfy stated and implied needs [EN ISO 9000:2000]3.50quality assuranceall the planned and systematic activities implemented within the quality system and demonstrated as needed, toprovide adequate confidence that an entity will fulfil requirements for quality
[EN ISO 9000:2000]3.51quality controloperational techniques and activities that are used to fulfil requirements for quality [EN ISO 9000:2000 andISO 3534-2:1993]3.52quality evaluationsystematic examination of the extent to which an entity is capable of fulfilling specified requirements [EN ISO9000:2000]3.53random samplesample of n items taken from a population of N items in such a way that each item in the population has a strictlypositive probability of being selected
EN 14534:2003 (E)123.54random variablevariable that may take any of the values of a specific set of values and with which is associated a probabilitydistribution [ISO 3534-1:1993]3.55real mailpostal items sent by customers3.56real mail flownumber and types of postal items distributed end-to-end by postal operators3.57real mail studystudies on real mail flows or real mail characteristics3.58ruralcities and communes with less than a specified number of inhabitants3.59sampleone or more sampling units taken from a population and intended to provide information on the population[ISO 3534-1:1993]3.60senderbusiness sending bulk mailNOTE
The sender can be a consolidator or a mailing house3.61service standardstandard that specifies requirements to be fulfilled by a service, to establish its fitness for purpose3.62single piece mailpostal items posted and processed individually3.63sorting centreplace where the main sorting of mail is done3.64stamped mailpostal items paid for with postage stamps3.65standarddocument, established by consensus and approved by a recognised body, that provides, for common and repeateduse, rules, guidelines or characteristics for activities or their results, aimed at the achievement of the optimumdegree of order in a given contextNOTE
Standards should be based on the consolidated results of science, technology and experience, and aimed at thepromotion of optimum community benefits [EN 45020].3.66stratificationdivision of a population into mutually exclusive and exhaustive sub-populations (called strata) which are thought tobe more homogeneous with respect to the characteristics investigated than the total population [ISO 3534-1:1993]
EN 14534:2003 (E)133.67study domainsub-populations for which separate results can be appropriateNOTE
Study domains could be defined for example by geographic segmentation or by sub-product3.68test itempostal item produced in the test measurement system for the purpose of measuring real mail performance. Testitems should be representative of real mail. Test items can be either pre-fabricated by the survey operatorspecifically for the test measurement system or generated by a customer using an address list provided by thesurvey operator.3.69test periodperiod of time under which measurement has been carried out and for which the results are presented in aseparate test report3.70time of deliverytime when a postal item is delivered at its delivery point3.71transit timenumber of days elapsed between induction and delivery of mail item as calculated in 4.2.33.72transit time distributiontransit time of a mail item is random and therefore it is modelled as a random variable; the set of probabilities of anyevent concerning the random variable transit time of a mail item forms its probability distribution3.73urbancities, including their outskirts, with not less than a specified number of inhabitants3.74variancemeasure of dispersion, which is the sum of the squared deviations of observations from their average divided byone less than the number of observations [ISO 3534-1:1993]3.75weightvalue to compensate for the difference between the distribution of characteristics in the survey compared to realmail
EN 14534:2003 (E)144 Performance indicators4.1 GeneralThe system for measuring the on-time performance of bulk mail shall be robust and shall give statistical measuresat a defined level of accuracy. All measurements shall refer to on-time performance, either the end-to-end transittime or the percentage of mail delivered by, on or between expected dates.The test mail sample design shall be representative of real mail flows.The measuring system shall at a minimum provide for one figure for each relevant field of study for a time periodnot longer than 12 months.The measuring methodology shall be objective and shall be auditable.Any references to “country” can be interpreted as “area served by one postal operator”.If for a field of study an operator is defined as one operator or a group of co-operating operators, this group shall beused consistently.Operators or regulatory authorities
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