SIST EN 13850:2013
(Main)Postal Services - Quality of Services - Measurement of the transit time of end-to-end services for single piece priority mail and first class mail
Postal Services - Quality of Services - Measurement of the transit time of end-to-end services for single piece priority mail and first class mail
The European Commission emphasises the need to have common rules for the development of community postal services and the improvement of Quality-of-Service (QoS). The Commission has identified requirements for postal QoS-Measurement systems that include: - Independent end-to-end measurement capabilities; - A focus on national and cross-border distribution service performance; - A single, uniform and reliable system for monitoring distribution service performance within the Union. The Commission has 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 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 Commission, the regulatory authority, postal customers and postal operators themselves. Any regulatory authority is free to adapt to national circumstances where the standard gives room to do so. The objective of the measurement is to estimate the end-to-end transit time QoS given to the customer domestically in each European country 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 end-to-end transit time service level.
Postalische Dienstleistungen - Dienstqualität - Laufzeitmessung end-to-end für Vorrangsendungen und Sendungen erster Klasse
In dieser Europäischen Norm werden Verfahren für die Messung der Laufzeit „end-to-end“ von Einzelsendungen
mit Vorrang im Inlandsverkehr und im grenzüberschreitenden Verkehr festgelegt, die von Postdienstbetreibern
abgeholt, bearbeitet und ausgeliefert werden. Bei den angewendeten Verfahren werden
repräsentative Stichproben für die Laufzeiterhebung „end-to-end“ für alle Arten von adressierten Einzelsendungen
mit Vorrang mit festgelegten und dem Kunden angebotenen Dienstqualitäten angewendet. Die
vorliegende Norm kann für die Messung von Postdienstleistungen mit Vorrang angewendet werden. Laut
Definition beginnt die Laufzeit „end-to-end“ an dem Punkt, an dem eine Sendung dem Abhol-/Annahmesystem
des verantwortlichen Postbetreibers übergeben wird, und endet an dem Punkt der endgültigen
Zustellung, an dem die Sendung den Verantwortungsbereich des Postbetreibers verlässt.
Das genormte Messverfahren für die Dienstqualität stellt ein einheitliches Verfahren für die Messung der
Laufzeit „end-to-end“ von Postsendungen zur Verfügung. Die Anwendung eines genormten Messverfahrens
stellt sicher, dass alle Postbetreiber eine objektive und einheitliche Messung nach den Anforderungen der
EU-Richtlinie 97/67/EG der Europäischen Kommission und deren Änderungen durchführen.
Die Gesamtdienstqualität der Laufzeit wird ausgedrückt als der prozentuale Anteil der Sendungen, der gemäß
der EU-Richtlinie 97/67/EG innerhalb von J + n Tagen „end-to-end“ befördert wird. Mit der Messung dieses
Dienstqualitätsindikators ist kein direkter Vergleich der Gesamtleistung des Postbetreibers mit anderen
Postdienstbetreibern möglich und es gehen auch keine anderen Leistungsindikatoren in die Beurteilung ein.
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 de bout en bout du
courrier prioritaire égrené (SPPM), national et transfrontalier, collecté, traité et distribué sous la responsabilité de
l’opérateur postal. Elle s’appuie sur des méthodes utilisant des échantillons de bout en bout représentatifs pour
tous les types de service de courrier prioritaire égrené offerts aux clients concernant du courrier adressé avec des
niveaux de service de délai d’acheminement définis. La présente Norme peut être utilisée pour la mesure de
services de courrier prioritaire. 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 de l’opérateur postal, jusqu’au point de
distribution final lorsqu’il n’est plus sous la responsabilité de l’opérateur postal.
La méthode normalisée de mesure du service QoS fournit une manière uniforme de mesurer le délai
d’acheminement de bout en bout des plis. L’utilisation d’une méthode normalisée de mesure garantira que la
mesure sera effectuée de manière objective et égale pour tous les opérateurs conformément aux exigences de la
Directive 97/67/CE de la Commission Européenne (CE) et à ses amendements.
Le niveau QoS du délai d’acheminement global doit être exprimé sous la forme d’un pourcentage de courriers
distribués en moins de J+n jours de bout en bout conformément à la Directive 97/67/CE. Cet indicateur de qualité
QoS 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 ne comprend pas d’autres indicateurs de performance de service.
Poštne storitve - Kakovost storitev - Merjenje časa prenosa od sprejema do vročitve za posamične pošiljke prednostne pošte in pošte prvega razreda
Evropska komisija poudarja potrebo po skupnih pravilih za razvoj poštnih storitev skupnosti in izboljšanje kakovosti storitev (QoS). Komisija je opredelila zahteve za sisteme merjenja kakovosti storitev, ki zajemajo: – samostojne merilne zmogljivosti od sprejema do vročitve; – osredotočenost na nacionalno in čezmejno uspešnost distribucijskih služb; – enoten, stalen in zanesljiv sistem za spremljanje uspešnosti distribucijskih služb v Uniji. Komisija ugotavlja, da zaradi različnih poštnih tradicij in kultur v Evropi ne bi bilo mogoče vzpostaviti enega skupnega poenotenega evropskega merilnega sistema, zato bi morali imeti nacionalni sistemi dovolj svobode, da odražajo nacionalne potrebe in posebnosti. Po drugi strani bi morali izpolnjevati opredeljen sklop minimalnih zahtev, s čimer bi zadostili informacijskim interesom Komisije, regulativnega organa, strank pošte in poštnih operaterjev. Kakršen koli regulativni organ se lahko prilagodi državnim razmeram, kadar to dopušča standard. Cilj meritve je oceniti kakovost storitve časa prenosa od sprejema do vročitve stranki v posamezni evropski državi in čezmejno med evropskimi državami. Ta evropski standard obravnava številna načela in minimalne zahteve, ki jih je treba uporabiti za merjenje ravni storitve časa prenosa od sprejema do vročitve.
General Information
Relations
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 Vorrangsendungen 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 première classePostal Services - Quality of Services - 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 13850:2012SIST EN 13850:2013en,fr01-marec-2013SIST EN 13850:2013SLOVENSKI
STANDARDSIST EN 13850:2004+A1:20071DGRPHãþD
SIST EN 13850:2013
EUROPEAN STANDARD NORME EUROPÉENNE EUROPÄISCHE NORM
EN 13850
December 2012 ICS 03.240 Supersedes EN 13850:2002+A1:2007English Version
Postal Services - Quality of Services - 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 - Messung der Durchlaufzeit von Einzelbriefsendungen mit Vorrang und Einzelbriefsendungen erster Klasse von Ende zu Ende This European Standard was approved by CEN on 27 October 2012.
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-CENELEC 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-CENELEC Management Centre has the same status as the official versions.
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
Management Centre:
Avenue Marnix 17,
B-1000 Brussels © 2012 CEN All rights of exploitation in any form and by any means reserved worldwide for CEN national Members. Ref. No. EN 13850:2012: ESIST EN 13850:2013
EN 13850:2012 (E) 2
Contents
Foreword . 6 0 Introduction . 7 0.1 General . 7 0.2 Regulatory background . 7 1 Scope . 8 2 Normative references . 8 3 Terms and definitions . 9 4 Symbols and abbreviations . 15 5 Transit time as a Quality-of-Service indicator . 16 5.1 General . 16 5.2 Transit time calculation . 17 5.2.1 Measurement unit . 17 5.2.2 Continuity of measurement . 17 5.2.3 Calculation of the transit time . 17 5.3 Service performance indicators . 18 6 Methodology. 18 6.1 Representative sample design . 18 6.2 Minimum Sample Size (MSS) . 19 6.2.1 Domestic measurement systems . 19 6.2.2 Cross-border measurement systems . 19 6.3 Determination of the design basis . 20 6.3.1 General . 20 6.3.2 Estimation of real mail flows . 20 6.3.3 Design basis . 21 6.4 Discriminant Mail Characteristics (DMC) . 21 6.4.1 General . 21 6.4.2 Determination of the discriminant mail characteristics . 21 6.4.3 Geographical stratification . 22 6.5 Geographical distribution of the panel . 23 6.5.1 General . 23 6.5.2 Small panels up to 90 panellists . 23 6.5.3 Bigger panels over 90 panellists . 24 6.6 Integrity of the measurement. 25 6.7 Unbiased sample design . 26 7 Report . 26 7.1 Measurement results . 26 7.2 Estimators . 27 7.2.1 Accuracy. 27 7.2.2 Panel turnover in relation to accuracy . 27 7.3 Weighting of the results . 28 7.3.1 Reasons for implementing a weighting system . 28 7.3.2 Weighting caps. 28 7.3.3 Design changes due to annual mail characteristic and postal flow changes . 29 7.4 Content and timing. 29 8 Quality control and auditing . 30 9 The annexes . 31 Annex A (normative)
Accuracy calculation . 32 A.1 Scope . 32 SIST EN 13850:2013
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A.1.1 General . 32 A.1.2 Two stage sampling approach. 32 A.1.3 Covariance / Stratification / Accuracy calculation . 32 A.1.4 The design factor . 32 A.2 Symbols . 33 A.3 Variance calculation for one stratum . 33 A.3.1 General calculation method . 33 A.3.2 Relation-to-total variation . 34 A.3.3 Intra-relation variation . 34 A.4 Variance calculation for a stratified sample . 35 A.4.1 Variance of a weighted sample design . 35 A.4.2 Final weight of the individual item. 35 A.4.3 Weighting basis . 36 A.4.4 Combination of weighting and covariance . 36 A.5 Calculation of the confidence interval. 37 A.5.1 General . 37 A.5.2 Normal approximation . 37 A.5.3 Agresti-Coull approximation . 39 A.5.4 Inverse Beta approximation . 40 Annex B (normative)
Transit Time Calculation Rule . 41 B.1 Working week transit time calculation rule / domestic and cross-border mail . 41 B.2 Calculation rules . 42 B.2.1 Rule 1: Collection Monday-Friday / Delivery Monday-Friday . 42 B.2.2 Rule 2: Collection Monday-Friday / Delivery Tuesday-Saturday . 43 B.2.3 Rule 3: Collection Monday-Friday / Delivery Monday-Saturday . 44 B.2.4 Rule 4: Collection Monday-Saturday / Delivery Monday-Friday . 45 B.2.5 Rule 5: Collection Sunday-Friday / Delivery Monday-Friday . 46 B.2.6 Rule 6: Collection Monday-Saturday / Delivery Monday-Saturday . 47 B.2.7 Rule 7: Collection Sunday-Friday / Delivery Monday-Saturday . 48 Annex C (normative)
Quality control and auditing . 49 C.1 Quality Control . 49 C.1.1 Statistical design . 49 C.1.2 Test item production . 49 C.1.3 Provision of test items to the sender panellists . 49 C.1.4 Sending test items . 50 C.1.5 Receiving test items . 50 C.1.6 Data collection . 50 C.1.7 Data analysis and reporting . 50 C.1.8 Archiving . 51 C.1.9 Quality control and Information Technology (IT) . 51 C.2 Auditing – general remarks. 51 C.3 Audit of the design basis . 52 C.3.1 General . 52 C.3.2 Methodological audit . 52 C.3.3 Results . 52 C.4 Audit of the Quality-of-Service measurement system . 53 C.4.1 Panel audit . 53 C.4.2 Stability of the parameters . 53 C.4.3 Instructions given to the panellists . 53 C.4.4 General Audit of the system . 53 Annex D (normative)
Relaxation related to flows with small real mail volumes . 54 D.1 General . 54 D.1.1 Scope . 54 D.1.2 Measurement period . 54 D.1.3 Minimum Sample Size (MSS) . 54 D.2 Domestic mail flows . 55 D.3 Cross-border mail flows. 56 Annex E (informative)
Purpose of postal Quality of Service standards. 58 E.1 General . 58 SIST EN 13850:2013
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E.2 Benefits of QoS standards. 58 E.3 Use of the survey results for quality improvement . 59 E.3.1 Detailed analysis . 59 E.3.2 Other / broader concepts . 59 Annex F (informative)
Considerations before implementing EN 13850 . 60 F.1 Limitations of EN 13850 . 60 F.2 Responsibilities. 60 F.2.1 General . 60 F.2.2 Regulatory authority . 61 F.2.3 Postal operator . 61 F.2.4 Independent Performance monitoring organisation . 62 F.2.5 Auditor . 62 F.3 Design of the measurement system . 63 F.3.1 Design parameters . 63 F.3.2 Field of study . 64 F.3.3 Geographical coverage . 65 F.3.4 Design requirements due to national peculiarities . 66 F.4 Small mail volumes . 66 F.4.1 General . 66 F.4.2 Domestic. 66 F.4.3 Cross border . 66 F.5 Measurement organisation . 67 F.5.1 Role of the contractor . 67 F.5.2 Independence . 67 F.5.3 Tender process . 67 Annex G (informative)
Design basis . 68 G.1 Discriminant characteristics . 68 G.1.1 Representative sample design . 68 G.1.2 Studies for the evaluation of possible candidates . 69 G.1.3 Connection between Design Basis and Sample Design . 71 G.2 Design basis . 72 G.2.1 Real mail studies for domestic mail . 72 G.2.2 Real mail studies for cross border mail . 75 G.2.3 Alternative design bases . 75 G.3 Frequency of update . 76 Annex H (informative)
Implementing EN 13850 . 77 H.1 Stages of the survey . 77 H.1.1 Preparation . 77 H.1.2 Set-up . 77 H.1.3 Pilot (testing phase) . 77 H.1.4 Faster implementation . 78 H.1.5 Measurement period . 78 H.2 Panellists . 79 H.2.1 Representativeness . 79 H.2.2 Risk of panellist identification . 79 H.2.3 Induction and delivery . 80 H.2.4 Panel turnover . 82 H.3 Validation and transit time calculation . 82 H.3.1 Data validation . 82 H.3.2 Service standard . 84 H.3.3 Transit-time calculation rule . 85 H.3.4 Loss . 86 H.3.5 Force majeure . 86 H.4 Weighting . 88 H.4.1 Weighting and stratification . 88 H.4.2 Weighting caps. 93 H.5 Reporting of results . 95 H.5.1 Reporting . 95 H.5.2 Archiving . 97 SIST EN 13850:2013
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H.6 Audit . 98 H.6.1 General . 98 H.6.2 Position of the auditor . 98 H.6.3 Audit report . 98 H.6.4 Selection of the auditor . 99 H.6.5 Frequency of audit . 99 H.7 Implementation timetables . 99 Annex I (informative)
Application of the accuracy calculation . 103 I.1 Limitations of the accuracy calculation methods provided . 103 I.1.1 Participants with high mail loads . 103 I.1.2 Disproportional models beyond the capping system . 103 I.2 Recommendations for the application of the rules. 104 I.2.1 Unstratified end-to-end sample . 104 I.2.2 Stratified simple random sample . 104 I.2.3 Approximation of the Binomial distribution . 105 I.2.4 Accuracy . 105 I.2.5 Accuracy application . 105 I.3 The sample size . 107 I.4 General Example for a national yearly result . 107 I.4.1 Introduction . 107 I.4.2 Design factor for an unstratified end-to-end sample . 109 I.4.3 Design factor for
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