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
This European Standard specifies methods for measuring the end-to-end transit time of domestic and cross-border Single Piece Priority Mail (SPPM), collected, processed and delivered by postal service operators. It considers methods using representative end-to-end samples for all types of single piece priority mail services for addressed mail with defined transit-time service levels offered to the customer. This standard is applicable to the measurement of End-to-End priority mail services.
The standardised QoS-measurement method provides a uniform way for measuring the end-to-end transit time of postal items. Using a standardised measurement method will assure that the measurement will be done in an objective and equal way for all operators in accordance with the requirements of the Directive 97/67/EC and its amendments.
It is not the purpose of this standard to measure the postal operators’ overall performance in a way that provides direct comparison of postal service providers.
This European Standard relates to the measurement of the SPPM services given to household and business customers that post mail at street letterboxes, over the counter at post offices or have pick-ups at their offices. To cover flows with smaller mail volumes this European Standard includes flexibility areas for adapted implementation. For technical reasons this European Standard may not be suitable for the measurement of very small volumes of mail.
The end-to-end service measured may be provided by one operator or by a group of operators working either together in the same distribution chain or parallel in different distribution chains. This European Standard is not applicable for the measurement of end-to-end transit times in fields of study with more than one induction operator (Multi-Operator Environments), which require different methodologies. The method for end-to-end measurement specified in this European Standard is also not designed to provide results for the measurement of parts of the distribution chain.
This European Standard is not applicable for the measurement of end-to-end transit times of bulk mailers’ services and hybrid mail, which require different measurement systems and methodologies (see, for example, EN 14534 Measurement of the transit time of end-to-end services of bulk mail).
This European Standard includes specifications for the quality control and auditing of the measurement system.
This European Standard does not specify:
- the minimum acceptable level of accuracy that will be required by the national regulatory authority;
- the target(s) that the regulatory authority might set;
- how the regulatory authority should determine whether the target(s) have been met.
Postalische Dienstleistungen - Dienstqualität - Laufzeitmessung end-to-end für Vorrangsendungen und Sendungen erster Klasse
In dieser Europäischen Norm werden Verfahren für die Messung der Durchlaufzeit „Ende zu Ende“ von Einzel-sendungen mit Vorrang im Inlandsverkehr und im grenzüberschreitenden Verkehr festgelegt, die von Post-dienstbetreibern abgeholt, bearbeitet und ausgeliefert werden. Bei den angewendeten Verfahren werden repräsentative Stichproben für die Durchlaufzeiterhebung „Ende zu Ende“ für alle Arten von adressierten Einzel¬sendungen mit Vorrang mit festgelegten und dem Kunden angebotenen Dienstqualitäten angewendet. Die vorliegende Norm gilt für die Messung der Durchlaufzeit „Ende zu Ende“ von Postdienstleistungen mit Vorrang.
Das genormte Messverfahren für die Dienstqualität stellt ein einheitliches Verfahren für die Messung der Durchlaufzeit „Ende zu Ende“ 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.
Der Zweck dieser Norm besteht nicht in der Messung der Gesamtleistung des Postbetreibers mit dem Ziel eines direkten Vergleichs mit anderen Postdienstbetreibern.
Diese Europäische Norm behandelt die Messung von Dienstleistungen mit Vorrang, die Privatpersonen/-haus-halten und Geschäftskunden zur Verfügung stehen, die Sendungen in Straßenbriefkästen einwerfen, in Postfilialen abgeben oder sie in ihren Geschäftsräumen abholen lassen. Damit die vorliegende Europäische Norm auch für Sendungsströme mit einem kleinen Sendungsvolumen angewendet werden kann, wurden für angepasste Ausführungen flexible Bereiche aufgenommen. Aus technischen Gründen eignet sich diese Europäische Norm möglicherweise nicht für die Messung sehr kleiner Sendungsvolumen.
Die gemessene Durchlaufzeit „Ende zu Ende“ darf von einem Betreiber oder einer Gruppe von Betreibern, die entweder in derselben Verteilungskette oder nebeneinander in verschiedenen Verteilungsketten arbeiten, angeboten werden. Diese Europäische Norm gilt nicht für die Messung von Durchlaufzeiten „Ende zu Ende“ in Unter¬suchungsbereichen mit mehreren Netzzugangsbetreibern (Umgebungen mit mehreren Postdienstbetreibern), für die andere Messmethodologien erforderlich sind. Das in der vorliegenden Europäischen Norm angege¬bene Verfahren für die Messung der Durchlaufzeit „Ende zu Ende“ ist außerdem nicht für die Bereitstellung von Mess¬ergebnissen für Teile der Verteilungskette vorgesehen.
Diese Europäische Norm gilt nicht für die Messung von Durchlaufzeiten „Ende zu Ende“ von Massensendungen und Hybrid-Sendungen, für die andere Messsysteme und methodologien erforderlich sind (siehe z. B. EN 14534 „Durchlaufzeitmessung Ende zu Ende für Massensendungen“).
Diese Europäische Norm enthält Vorgaben für die Qualitätskontrolle und die Auditierung des Messsystems.
Die vorliegende Europäische Norm enthält keine Festlegungen:
- für den zulässigen Genauigkeitsgrad, der mindestens von der nationalen Regulierungsbehörde gefordert wird;
- für Vorgaben, die die Regulierungsbehörde bestimmen kann;
- wie die Regulierungsbehörde ermitteln sollte, ob die Vorgabe(n) eingehalten worden ist (sind).
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 s’appliquer à la mesure de services de courrier prioritaire de bout en bout.
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 et à ses amendements.
La présente Norme n’a pas pour objectif de mesurer la performance globale des opérateurs postaux d’une manière qui permette une comparaison directe entre les fournisseurs de services postaux.
La présente Norme européenne se rapporte aux mesures des services SPPM proposés aux clients, particuliers et entreprises, qui déposent leurs courriers dans des boîtes aux lettres de rue, aux guichets des bureaux de poste ou qui utilisent des services de collecte. Pour couvrir les petits flux de courrier, la présente Norme européenne comprend des zones de flexibilité pour une mise en œuvre adaptée. Pour des raisons techniques, la présente Norme européenne peut ne pas être adaptée à la mesure des très petits volumes de courrier.
Le service de bout en bout mesuré peut être fourni par un seul opérateur ou par un groupe d’opérateurs travaillant soit ensemble dans la même chaîne d’acheminement, soit parallèlement dans différentes chaînes d’acheminement. La présente Norme européenne n’est pas applicable à la mesure de délais d’acheminement de bout en bout dans les domaines d’études ayant plusieurs opérateurs de dépôt (environnement à multiples opérateurs), qui exigent d’autres méthodologies. La méthode d’une mesure de bout en bout spécifiée dans la présente Norme européenne n’est également pas conçue pour fournir des résultats concernant la mesure de parties de la chaîne d’acheminement.
La présente Norme européenne n’est pas applicable à la mesure de délais d’acheminement de bout en bout de services d’expéditeurs d’envois en nombre et du courrier hybride, qui requiert des systèmes de mesure et des méthodologies différents (voir par exemple EN 14534 Mesure de la qualité de service de bout en bout pour courrier en nombre).
La présente Norme européenne comprend les spécifications pour la maîtrise de la qualité et l’audit du système de mesure.
La présente Norme européenne ne spécifie pas :
le niveau de l’exactitude admissible minimal qui sera exigé par l’autorité de régulation nationale,
l’objectif ou les objectifs que l’autorité de régulation est susceptible d’établir,
la manière dont il convient de déterminer si l’objectif ou les objectifs de l’autorité de régulation ont été satisfaits.
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
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Frequently Asked Questions
SIST EN 13850:2013 is a standard published by the Slovenian Institute for Standardization (SIST). Its full title is "Postal Services - Quality of Services - Measurement of the transit time of end-to-end services for single piece priority mail and first class mail". This standard covers: This European Standard specifies methods for measuring the end-to-end transit time of domestic and cross-border Single Piece Priority Mail (SPPM), collected, processed and delivered by postal service operators. It considers methods using representative end-to-end samples for all types of single piece priority mail services for addressed mail with defined transit-time service levels offered to the customer. This standard is applicable to the measurement of End-to-End priority mail services. The standardised QoS-measurement method provides a uniform way for measuring the end-to-end transit time of postal items. Using a standardised measurement method will assure that the measurement will be done in an objective and equal way for all operators in accordance with the requirements of the Directive 97/67/EC and its amendments. It is not the purpose of this standard to measure the postal operators’ overall performance in a way that provides direct comparison of postal service providers. This European Standard relates to the measurement of the SPPM services given to household and business customers that post mail at street letterboxes, over the counter at post offices or have pick-ups at their offices. To cover flows with smaller mail volumes this European Standard includes flexibility areas for adapted implementation. For technical reasons this European Standard may not be suitable for the measurement of very small volumes of mail. The end-to-end service measured may be provided by one operator or by a group of operators working either together in the same distribution chain or parallel in different distribution chains. This European Standard is not applicable for the measurement of end-to-end transit times in fields of study with more than one induction operator (Multi-Operator Environments), which require different methodologies. The method for end-to-end measurement specified in this European Standard is also not designed to provide results for the measurement of parts of the distribution chain. This European Standard is not applicable for the measurement of end-to-end transit times of bulk mailers’ services and hybrid mail, which require different measurement systems and methodologies (see, for example, EN 14534 Measurement of the transit time of end-to-end services of bulk mail). This European Standard includes specifications for the quality control and auditing of the measurement system. This European Standard does not specify: - the minimum acceptable level of accuracy that will be required by the national regulatory authority; - the target(s) that the regulatory authority might set; - how the regulatory authority should determine whether the target(s) have been met.
This European Standard specifies methods for measuring the end-to-end transit time of domestic and cross-border Single Piece Priority Mail (SPPM), collected, processed and delivered by postal service operators. It considers methods using representative end-to-end samples for all types of single piece priority mail services for addressed mail with defined transit-time service levels offered to the customer. This standard is applicable to the measurement of End-to-End priority mail services. The standardised QoS-measurement method provides a uniform way for measuring the end-to-end transit time of postal items. Using a standardised measurement method will assure that the measurement will be done in an objective and equal way for all operators in accordance with the requirements of the Directive 97/67/EC and its amendments. It is not the purpose of this standard to measure the postal operators’ overall performance in a way that provides direct comparison of postal service providers. This European Standard relates to the measurement of the SPPM services given to household and business customers that post mail at street letterboxes, over the counter at post offices or have pick-ups at their offices. To cover flows with smaller mail volumes this European Standard includes flexibility areas for adapted implementation. For technical reasons this European Standard may not be suitable for the measurement of very small volumes of mail. The end-to-end service measured may be provided by one operator or by a group of operators working either together in the same distribution chain or parallel in different distribution chains. This European Standard is not applicable for the measurement of end-to-end transit times in fields of study with more than one induction operator (Multi-Operator Environments), which require different methodologies. The method for end-to-end measurement specified in this European Standard is also not designed to provide results for the measurement of parts of the distribution chain. This European Standard is not applicable for the measurement of end-to-end transit times of bulk mailers’ services and hybrid mail, which require different measurement systems and methodologies (see, for example, EN 14534 Measurement of the transit time of end-to-end services of bulk mail). This European Standard includes specifications for the quality control and auditing of the measurement system. This European Standard does not specify: - the minimum acceptable level of accuracy that will be required by the national regulatory authority; - the target(s) that the regulatory authority might set; - how the regulatory authority should determine whether the target(s) have been met.
SIST EN 13850:2013 is classified under the following ICS (International Classification for Standards) categories: 03.120.99 - Other standards related to quality; 03.240 - Postal services. The ICS classification helps identify the subject area and facilitates finding related standards.
SIST EN 13850:2013 has the following relationships with other standards: It is inter standard links to SIST EN 13850:2004+A1:2007, SIST EN 13850:2020, SIST EN 13850:2020, SIST EN 13850:2004+A1:2007. Understanding these relationships helps ensure you are using the most current and applicable version of the standard.
SIST EN 13850:2013 is associated with the following European legislation: EU Directives/Regulations: 2002/39/EC, 97/67/EC; Standardization Mandates: M/312. When a standard is cited in the Official Journal of the European Union, products manufactured in conformity with it benefit from a presumption of conformity with the essential requirements of the corresponding EU directive or regulation.
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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
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
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
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
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
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 a stratified random sample . 110 I.4.4 Accuracy calculation. 111 I.5 Simplified scenarios. 113 I.5.1 General . 113 I.5.2 Transit time results up to 96 % . 113 I.5.3 Fully proportional sample . 113 I.5.4 Single induction / delivery point . 114 I.5.5 Induction / delivery point with only one letter . 114 Annex J (informative)
Changes to the 2007 version of EN 13850 . 115 J.1 Methodology . 115 J.1.1 Accuracy and Minimum Sample Size (MSS) . 115 J.1.2 MSS for flows with small real mail volumes . 115 J.2 Transit-time calculation rule . 116 J.3 Accuracy calculation method . 116 J.3.1 Improved applicability . 116 J.3.2 Reduced bias in calculation. 116
Foreword This document (EN 13850:2012) has been prepared by Technical Committee CEN/TC 331 “Postal Services”, the secretariat 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 or by endorsement, at the latest by June 2013, and conflicting national standards shall be withdrawn at the latest by June 2013. 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 identifying any or all such patent rights. This document supersedes EN 13850:2002+A1:2007. According to the CEN/CENELEC Internal Regulations, the national standards organisations of the following countries are bound to implement this European Standard: 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 the United Kingdom. SIST EN 13850:2013
0 Introduction 0.1 General 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. 0.2 Regulatory background The regulatory basis of EN 13850 is laid out in the 97/67/EC, as amended by Directive 2002/39/EC and Directive 2008/6/EC. Main guidance is given in Chapter 6 Quality of Service. Article 16 states: “Member States shall ensure that quality-of-service standards are set and published in relation to Universal Service in order to guarantee a postal service of good quality”. Furthermore, EN 13850 is mandatory for measuring the performance levels of single piece priority or first class mail which falls under the universal service1. For intra-community cross-border mail of the fastest standard category a minimum QoS level is laid down in the Directive 97/67/EC. At least 85 % of all letters shall have an end-to-end transit time of J+3 and less and at least
97 % of all letters shall have an end-to-end transit-time of J+5 and less.2 The mandate for this revised version of EN 13850:2002+A1:2007 is the Third mandate for Postal Services – M428:2008 which states that EN 13850 shall “take into account the local / regional / national specificities as well as the experience since its implementation, with the aim of having a more generic method in order to satisfy regulatory needs”.
See also: “Letter to all Members of the Postal Directive Committee, 21.03.2005, Brussels, Markt/E4/JR/DS/HM D(2005)
– 2346” (N676, CEN/TC331) 2
See also: “Postal Directive 97/67/EC: Article 18.1 and Annex” and “Postal Directive 2008/6/EC: Article 18.1 and Annex 2, Article 1” SIST EN 13850:2013
1 Scope This European Standard specifies methods for measuring the end-to-end transit time of domestic and cross-border Single Piece Priority Mail (SPPM), collected, processed and delivered by postal service operators. It considers methods using representative end-to-end samples for all types of single piece priority mail services for addressed mail with defined transit-time service levels offered to the customer. This standard is applicable to the measurement of End-to-End priority mail services.
The standardised QoS-measurement method provides a uniform way for measuring the end-to-end transit time of postal items. Using a standardised measurement method will assure that the measurement will be done in an objective and equal way for all operators in accordance with the requirements of the Directive 97/67/EC and its amendments. It is not the purpose of this standard to measure the postal operators’ overall performance in a way that provides direct comparison of postal service providers. This European Standard relates to the measurement of the SPPM services given to household and business customers that post mail at street letterboxes, over the counter at post offices or have pick-ups at their offices. To cover flows with smaller mail volumes this European Standard includes flexibility areas for adapted implementation. For technical reasons this European Standard may not be suitable for the measurement of very small volumes of mail. The end-to-end service measured may be provided by one operator or by a group of operators working either together in the same distribution chain or parallel in different distribution chains. This European Standard is not applicable for the measurement of end-to-end transit times in fields of study with more than one induction operator (Multi-Operator Environments), which require different methodologies. The method for end-to-end measurement specified in this European Standard is also not designed to provide results for the measurement of parts of the distribution chain. This European Standard is not applicable for the measurement of end-to-end transit times of bulk mailers’ services and hybrid mail, which require different measurement systems and methodologies (see, for example, EN 14534 Measurement of the transit time of end-to-end services of bulk mail). This European Standard includes specifications for the quality control and auditing of the measurement system. This European Standard does not specify: the minimum acceptable level of accuracy that will be required by the national regulatory authority; the target(s) that the regulatory authority might set; how the regulatory authority should determine whether the target(s) have been met. 2 Normative references The following documents, in whole or in part, are normatively referenced in this document and are indispensable for its application. For dated references, only the edition cited applies. For undated references, the latest edition of the referenced document (including any amendments) applies. EN ISO 9001, Quality management systems — Requirements (ISO 9001) EN ISO 9004, Managing for the sustained success of an organization — A quality management approach (ISO 9004) EN ISO 19011:2011, Guidelines for auditing management systems (ISO 19011:2011) SIST EN 13850:2013
ISO 3534-1:2006, Statistics — Vocabulary and symbols — Part 1: General statistical terms and terms used in probability ISO 3534-2:2006, Statistics — Vocabulary and symbols — Part 2: Applied statistics ISO 3534-3:1999, Statistics — Vocabulary and symbols — Part 3: Design of experiments ISO 10005, Quality management systems — Guidelines for quality plans ISO 10007, Quality management systems — Guidelines for configuration management
ICC/ESOMAR, International Code of Marketing and Social Research Practice (1995 revision) 3 Terms and definitions For the purposes of this document, the following terms and definitions apply. 3.1 accuracy closeness of agreement between a test result and the accepted reference value Note 1 to entry: The term accuracy, when applied to a set of test results, involves a combination of random components and a common systematic error or bias component.
[SOURCE: ISO 3534:2006] Note 2 to entry: In this standard the accuracy is expressed as ±ε, where 2ε is the length of the confidence interval at the confidence level 95 % for the parameter being estimated, namely the probability of attaining the transit time target. 3.2 aggregation compounding of primary data into an aggregate for the purpose of expressing them in a summary form 3.3 audit systematic and independent examination to determine whether activities and related results comply with planned arrangements and whether these arrangements are implemented effectively and are suitable to achieve objectives
Note 1 to entry: The organisation carrying out the audit is called the auditor. Note 2 to entry: A (full) audit may be carried out as an initial audit of a new or substantially changed system or as an initial audit by a new auditor. It may also be carried out as a re-audit of the same system by the same auditor in the next audit cycle. Note 3 to entry: If an audit results in objections, then the auditor may require corrective actions until a defined deadline. A final check of these corrective actions is called corrective audit. 3.4 average (arithmetic mean) sum of values divided by the number of values
[SOURCE: ISO 3534:2006]
3.5 bring service mail collection or mail delivery service, specifically contracted by the customer 3.6 business panellist panellist with an address other than a household address such as a company or an organisation SIST EN 13850:2013
3.7 characteristic property, which helps to identify or differentiate between items of a given population Note 1 to entry: The characteristics may be either quantitative - by variables, or qualitative - by attributes.
[SOURCE: ISO 3534:2006] Note 2 to entry: In this standard the population is SPPM 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. 3.8 city geographically defined area according to national classification systems 3.9 clearance operation of collecting postal items by a postal service provider 3.10 conformity fulfilment of specified requirements 3.11 corrective action action taken to eliminate the causes of an existing non-conformity, defect or other undesirable situation in order to prevent recurrence 3.12 country territory of a nation with its own government 3.13 cross-border mail mail from or to another state or from or to a third country 3.14 customer natural or legal person purchasing a postal service from a postal operator 3.15 date of delivery date on which a postal item is delivered to the address or to the addressee 3.16 date of induction (J) date on which a postal item is posted, provided posting takes place before the last collection of that day Note 1 to entry: The term date of induction has the same meaning as the term date of deposit in the Directive 97/67/EC. Note 2 to entry: Last collection refers to the advertised last time for collection (not the actual time). 3.17 date of posting date on which a postal item is posted (irrespective of whether it is posted before the advertised last collection of that day) 3.18 delivery point physical location at which delivery of postal items by a postal operator takes place and where they leave the operator’s responsibility SIST EN 13850:2013
3.19 design basis structure in the field of study for which the design of the measurement is representative. The design basis should be defined before the start of the measurement Note 1 to entry: If a design basis other than measured real mail flows is selected, then statements regarding the representativity of the measurement shall be made in relation to the chosen design basis.
3.20 design factor ratio of the variance of the estimator of the QoS indicator in the given sample design by the variance of the estimator in an elementary sample design of the same size. The design factor is always related to a given sample design and estimator 3.21 discriminant characteristic characteristic affecting the outcome
Note 1 to entry: In this standard a characteristic is discriminant when the transit time significantly differs according to the different modes of the characteristic (see 6.4.2). 3.22 distribu
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SIST EN 13850:2013 provides a comprehensive framework for measuring the end-to-end transit time of Single Piece Priority Mail (SPPM), ensuring a standardized approach across different postal service operators. The standard is relevant for both domestic and cross-border mail, which is crucial in today's interconnected world where timely delivery is a key performance indicator for postal services. One of the strengths of this standard is its focus on uniformity in measurement processes, which promotes objectivity and fairness in how transit times are reported by various operators. This is particularly important in compliance with Directive 97/67/EC, as it ensures measurements align with regulatory expectations. By standardizing the methods used for the end-to-end service measurement, the standard facilitates reliable comparisons and helps maintain high quality of service across the sector. Additionally, the inclusion of flexibility areas for the implementation of the measurement methods allows postal operators to adapt the standard to their specific operational contexts, making it applicable even when dealing with smaller volumes of mail. This adaptability is vital for ensuring that even less prominent mail services maintain quality and accountability. The document also emphasizes the significance of quality control and auditing of the measurement system, which strengthens trust in the reported data and enhances the overall reliability of postal service measurements. This commitment to quality underpins the standard’s role in maintaining customer satisfaction and addressing potential service issues proactively. While the standard clearly defines its scope, it wisely limits its applicability to avoid confusion over different methodologies required for multi-operator environments or bulk mail services. By focusing on SPPM services used by household and business customers, SIST EN 13850:2013 effectively narrows its scope to aspects where it can provide the most value and clarity. Overall, SIST EN 13850:2013 addresses critical aspects of postal service quality measurement, directly contributing to improved service delivery and transparency within the postal sector. Its detailed guidelines for measuring end-to-end transit times solidify its relevance as a key standard for postal service operators aiming to enhance their operational efficiency and customer satisfaction.
La norme SIST EN 13850:2013, intitulée « Services postaux - Qualité des services - Mesure du temps de transit des services de bout en bout pour le courrier prioritaire en pièce unique et le courrier de première classe », présente un cadre méthodologique essentiel pour la mesure du temps de transit des envois postaux. Son champ d'application s'étend à la mesure du temps de transit des courriers prioritaires, aussi bien domestiques qu'internationaux, ce qui en fait un outil crucial pour les opérateurs de services postaux. Un des principaux atouts de cette norme réside dans l'harmonisation des méthodes de mesure, garantissant une approche uniforme et objective dans l'évaluation des services de bout en bout. Cette standardisation est particulièrement précieuse pour assurer la conformité avec les exigences de la Directive 97/67/CE et ses amendements, renforçant ainsi la confiance des consommateurs dans la qualité des services postaux fournis. La norme aborde spécifiquement les services SPPM destinés aux clients particuliers et professionnels, en prenant en compte la diversité des canaux d'envoi, y compris les boîtes aux lettres et les guichets des bureaux de poste. En intégrant des zones de flexibilité pour l'implémentation, elle s'adapte aux variations des volumes d'envois, tout en notant que sa pertinence pourrait être limitée pour les très petits volumes de courrier. Cependant, il est important de souligner que cette norme ne vise pas à évaluer la performance globale des opérateurs postaux ou à faciliter des comparaisons directes entre différents fournisseurs de services postaux. De plus, elle exclut explicitement la mesure des temps de transit dans des environnements multi-opérateurs, où d'autres méthodologies seraient nécessaires. En matière de contrôle de la qualité et d'audit des systèmes de mesure, la norme prévoit des spécifications qui garantissent l’intégrité des résultats, bien qu’elle ne détermine pas les niveaux d'exactitude minimaux requis par les autorités réglementaires, ni les cibles pouvant être fixées. En somme, la SIST EN 13850:2013 se positionne comme un document fondamental pour la mesure des services postaux prioritaires, offrant des directives claires et précises qui contribuent à l'amélioration continue de la qualité des services, tout en respectant les exigences réglementaires en vigueur. Grâce à sa clarté et à sa précision, cette norme demeure très pertinente dans le contexte actuel des services postaux.
Die SIST EN 13850:2013 ist eine bedeutende europäische Norm, die sich mit der Qualität postalischer Dienstleistungen beschäftigt und spezifische Methoden zur Messung der Durchlaufzeiten von End-to-End-Diensten für Einzelstücke der Prioritätspost und der ersten Klasse festlegt. Der Geltungsbereich dieser Norm ist klar umrissen und bezieht sich sowohl auf nationale als auch grenzüberschreitende Dienstleistungen, die von Postdienstbetreibern bearbeitet werden. Ein herausragendes Merkmal dieser Norm ist die Standardisierung der Messmethoden, die eine objektive und einheitliche Bewertung ermöglicht. Durch die Verwendung repräsentativer End-to-End-Proben lässt sich die Qualität der Dienstleistung besser nachvollziehen und vergleichen. Dies fördert nicht nur die Transparenz, sondern auch das Vertrauen in postalische Dienste, da die Messungen nun konsistent und im Einklang mit den Anforderungen der Richtlinie 97/67/EG und deren Änderungen durchgeführt werden. Die Relevanz der Norm zeigt sich auch in ihrer Flexibilität, die kleineren Mailvolumen Rechnung trägt und anpassbare Implementierungen ermöglicht. Diese Anpassungsfähigkeit ist besonders wichtig, da verschiedene Postdienstleister unterschiedliche Volumen und Bedürfnisse haben. Es wird jedoch darauf hingewiesen, dass die Norm nicht für die Messung von sehr kleinen Mailvolumina geeignet ist, was in bestimmten Anwendungsbereichen als Einschränkung betrachtet werden könnte. Ein weiterer starker Punkt der Norm ist die klare Abgrenzung. Die Norm ist nicht für die Messung der Gesamtleistung von Postbetreibern oder für Multi-Operator-Umgebungen gedacht, was eine gezielte Anwendung der festgelegten Methoden zur Folge hat. Die Festlegung von spezifischen Bereichen, in denen die Norm nicht anwendbar ist – wie z.B. für Bulk-Mail-Dienste und hybride Mail – sorgt dafür, dass die Norm nicht überdehnt wird und ihre Zielgenauigkeit bewahrt. Darüber hinaus beinhaltet die Norm spezifische Vorschriften zur Qualitätskontrolle und zur Prüfung des Messsystems, was es ermöglicht, die Integrität der Messungen sicherzustellen und somit die Qualität der postalischen Dienste kontinuierlich zu überwachen. Insgesamt stellt die SIST EN 13850:2013 eine umfassende, klar definierte und flexible Norm dar, die dazu beiträgt, die Qualität postalischer Dienstleistungen in Europa zu sichern und zu verbessern. Sie ist von herausragender Bedeutung für Postdienstleister, die ihre Dienste optimieren und für Kunden messbare Qualitätsstandards bieten möchten.
SIST EN 13850:2013は、郵便サービスの品質に関する重要な基準であり、シングルピースプライオリティメール（SPPM）のエンドツーエンドサービスの郵便物の通過時間を測定するための方法を明確に定義しています。この欧州標準は、国内および越境のシングルピースプライオリティメールに関して、郵便サービスオペレーターによって収集、処理、配達されるサービスに適用されます。 この標準の大きな強みは、郵便物の通過時間を測定するための標準化された手法を提供する点です。これにより、全てのオペレーターが規則に従って客観的かつ公平に測定を行うことが保証されます。特に、指令97/67/ECおよびその改正の要件に準拠した方法での測定が可能になるため、基準の信頼性は非常に高いと言えます。 さらに、この標準は、家庭やビジネス顧客が街の郵便受け、郵便局のカウンター、またはオフィスで郵便を郵送する際に提供されるSPPMサービスの測定に特化しており、幅広い利用シーンに対応しています。少量の郵便物の流れをカバーするために、柔軟性のある実施方法を含めている点も評価されます。 ただし、注意すべきは、この基準は大量郵便のサービスやハイブリッドメールの測定には適用できないということです。特に、複数の導入オペレーターを含む環境（マルチオペレーター環境）用には異なる方法論が必要とされるため、この基準ではその測定を目的としていません。また、郵便物の流通チェーンの一部の測定結果を提供することも設計されていません。 この基準は、測定システムの品質管理と監査に関する仕様も含まれており、標準化された測定手法の導入によって、郵便サービスの品質向上に寄与することを目的としています。国家規制当局による必要な最低精度レベルやターゲットの設定については具体的に定義されていないため、各国における実施には工夫が求められるでしょう。 総じて、SIST EN 13850:2013は、郵便サービスの品質測定において、標準化された明確な指針を示すものであり、多様なサービスの正確な評価を可能にするとともに、顧客満足度向上に貢献する重要な基準です。
SIST EN 13850:2013은 단일 조각 우편 서비스의 전송 시간을 측정하기 위한 유럽 표준으로, 국내 및 국경 간 단일 조각 우선 우편(SPPM)의 운송 시간 측정 방법을 명확히 규정하고 있습니다. 이 표준은 우편 서비스 운영자가 수집, 처리 및 배송하는 모든 유형의 단일 조각 우선 우편 서비스에 대해 적절한 전송 시간 서비스를 고객에게 제공하는 우편물에 대한 대표 샘플을 사용하는 방법을 고려합니다. 이 표준의 강점 중 하나는 표준화된 품질 관리(QoS) 측정 방법을 통해 우편 항목의 전송 시간을 일관되게 측정할 수 있다는 점입니다. 이는 모든 운영자에게 객관적이고 공정한 방식으로 측정이 이루어지도록 보장하며, 이로 인해 고객에게 신뢰할 수 있는 서비스를 제공합니다. 또한 이 표준은 97/67/EC 지침 및 그 개정안의 요구 사항에 따라 운영자의 전반적인 성과를 직접 비교하기 위한 것이 아님을 명확히 하고 있습니다. SIST EN 13850:2013은 가정용 및 비즈니스 고객이 거리 우편함에 우편물을 발송하거나 우체국에서 직접 서비스 창구를 통해 발송하는 경우에 적용됩니다. 이는 특히 소규모 우편량이 있는 흐름을 수용하기 위한 유연성 영역을 포함하고 있어, 다양한 환경에서의 적용 가능성을 높이는 점이 주목할 만합니다. 그러나 기술적인 이유로 매우 적은 양의 우편물에 대한 측정에는 적합하지 않을 수 있습니다. 전송 서비스를 제공하는 운영자는 단독 운영자일 수도 있고, 같은 분배 체인 내에서 함께 작업하거나 다른 분배 체인에서 병행으로 작업하는 여러 운영자일 수도 있습니다. 하지만 이 표준은 다수의 유도 운영자가 관련된 경우(다중 운영자 환경)의 전송 시간 측정에는 적용되지 않으며, 이러한 경우에는 다른 방법론이 요구됩니다. 또한 대량 우편 발송 서비스 및 하이브리드 우편의 전송 시간 측정에는 다른 측정 시스템과 방법론이 필요하므로 이 표준의 적용 범위를 벗어납니다. SIST EN 13850:2013은 측정 시스템의 품질 관리 및 감사에 대한 사양을 포함하고 있으며, 국가 규제 당국이 요구하는 최소 정확도 수준이나 목표 설정 방법에 대해서는 명시하지 않습니다. 이 표준은 우편 서비스 품질의 객관적인 측정을 위한 중요한 지침을 제공하며, 고객에게 더욱 신뢰할 수 있는 우편 서비스를 제공하는 데 기여할 것입니다.
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