Postal services - Quality of service - Measurement of the transit time of end-to-end services for single piece non-priority mail and second class mail

In addition to EN 13850:2002 Postal Services - Quality of Service - 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 non-priority single piece mail, collected, processed and distributed by postal service operators. It considers methods using a representative end-to-end sample of all types of single piece addressed letter mail.
This European Standard has been developed from and is compatible with the requirements of EN 13850:2002. As such, surveys for both priority and non-priority single piece mail may be undertaken concurrently whilst reporting separate estimates of priority and non-priority transit times.
The overall transit time quality-of-service result is to be expressed as percentage of mail delivered within J + n days end-to-end according to the EU "Postal directive" .
This European Standard relates to the measurement of so-called "normal" services given to private persons / households and businesses that post mail at street letter boxes, over the counter at post offices, have pick ups at their offices or give their mail directly at postal service operators’ sorting centres.
For technical reasons this European Standard may not in all parts be suitable for the measuring of very small volumes of mail and for operators with limited coverage.
This European Standard is not applicable for measuring the end-to-end transit time distribution of large bulk mailers’ services and hybrid mail, which require different measurement systems and methodologies.

Postalische Dienstleistungen - Dienstqualität - Laufzeitmessung end-to-end für Einzelsendungen ohne Vorrang und Sendungen zweiter Klasse

Zusätzlich zu EN 13850:2002 legt diese Europäische Norm Verfahren für die Beurteilung der end-to-end-Laufzeiten für inländische und grenzüberschreitende Einzelsendungen ohne Vorrang fest, die von Postbetreibern abgeholt, bearbeitet und zugestellt werden. Sie berücksichtigt Verfahren, deren Umsetzung eine repräsentative end-to-end-Stichprobe aller Arten von adressierten Einzelbriefsendungen zugrunde liegt.
Diese Europäische Norm wurde auf der Grundlage von EN 13850:2002 entwickelt und ist mit den dort enthaltenen Anforderungen kompatibel. Als solches können gleichzeitig Erhebungen für Einzelsendungen ohne Vorrang und Sendungen erster Klasse durchgeführt werden; während für die Laufzeiten im Bereich der Einzelsendungen ohne Vorrang und Sendungen erster Klasse separate Berichte vorgelegt werden.
Das Ergebnis für die gesamte Laufzeitdienstgüte muss als Prozentsatz der innerhalb von E + n Tagen (im end-to-end-Service) zugestellten Post gemäß der Postalischen Richtlinie ) der EU dargestellt werden.
Diese Europäische Norm bezieht sich auf die Beurteilung sogenannter normaler Dienste, die für die Privatpersonen/Haushalte und Unternehmen erbracht werden, die ihre Post in öffentlichen Briefkästen oder über die Schalter der Postfilialen aufgeben, in ihren Räumlichkeiten abholen lassen oder direkt in den Sortierzentren der Postbetreiber abliefern.
Aus technischen Gründen eignet sich diese Europäische Norm unter Umständen nicht für die Messung sehr geringer Postmengen und für Betreiber mit begrenzter Reichweite.
Diese Europäische Norm eignet sich nicht für die Messung der end-to-end-Laufzeit bei der Zustellung im Rahmen von Diensten für die Versender von großen Mengen und Hybridpost. Hier sind andere Messsysteme und Methodologien gefordert.

Services postaux - Qualité de service - Mesure de la qualité de service de bout en bout pour le courrier égrené non prioritaire et de seconde classe

En complément de l’EN 13850, Services postaux  Qualité de service  Mesure du délai d’acheminement des services de bout en bout pour le courrier prioritaire égrené et de premiere classe, la présente Norme européenne spécifie la méthode de mesure du délai «bout en bout» du courrier égrené non prioritaire national et transfrontiere, collecté, traité et distribué par des opérateurs postaux. Elle présente la méthode utilisant un échantillon observé de bout en bout représentatif de courrier égrené adressé.
La présente Norme européenne a été élaborée a partir de l’EN 13850:2002 et est compatible avec ses exigences, dans la mesure ou les études sur le courrier égrené prioritaire et non prioritaire peuvent etre menées simultanément tout en calculant de maniere distincte les délais d’acheminement du courrier prioritaire et non prioritaire.
Le résultat global de la qualité de service du délai d’acheminement est exprimé en pourcentage de courrier distribué en J + n jours, de bout en bout, conformément a la Directive postale européenne ).
La présente Norme européenne porte sur la mesure ce que l'on appelle les services «normaux» offerts aux personnes physiques/ménages et entreprises qui déposent leur courrier dans les boîtes aux lettres de rue, au guichet des bureaux de poste, le font relever a leurs bureaux ou le déposent directement aux centres de tri des opérateurs du service postal.
Pour des raisons techniques, il est possible que certaines parties de la présente Norme européenne ne soient pas appropriées pour la mesure de tres petits volumes de courrier ou pour des opérateurs ayant une couverture limitée.
Cette Norme européenne n’est pas applicable a la mesure du délai d’acheminement de bout en bout du courrier des expéditeurs d'envois en nombre et du courrier hybride, qui requiert et des méthodologies et des systemes de mesure différents

Poštne storitve – Kakovost storitev – Merjenje časa prenosa od sprejema do vročitve za posamične pošiljke neprednostne pošte in pošte drugega razreda

General Information

Status
Withdrawn
Publication Date
08-May-2007
Withdrawal Date
01-Mar-2016
Technical Committee
Current Stage
9900 - Withdrawal (Adopted Project)
Start Date
01-Mar-2016
Due Date
24-Mar-2016
Completion Date
02-Mar-2016

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2003-01.Slovenski inštitut za standardizacijo. Razmnoževanje celote ali delov tega standarda ni dovoljeno.Postal services - Quality of service - Measurement of the transit time of end-to-end services for single piece non-priority mail and second class mailServices postaux - Qualité de service - Mesure de la qualité de service de bout en bout pour le courrier égrené non prioritaire et de seconde classePostalische Dienstleistungen - Dienstqualität - Laufzeitmessung end-to-end für Einzelsendungen ohne Vorrang und Sendungen zweiter KlasseTa slovenski standard je istoveten z:EN 14508:2003+A1:2007SIST EN 14508:2004+A1:2007en;fr;de03.240Poštne storitvePostal servicesICS:SLOVENSKI

STANDARDSIST EN 14508:2004+A1:200701-maj-2007
EUROPEAN STANDARD NORME EUROPÉENNE EUROPÄISCHE NORM
EN 14508:2003+A1
March 2007 ICS 03.240 SupersedesEN 14508:2003English Version

Postal services - Quality of service -Measurement of the transit time of end-to-end services for single piece non-priority mail and second class mail

Services postaux - Qualité de service - Mesure de la qualité de service de bout en bout pour le courrier égrené non prioritaire et de seconde classe

Postalische Dienstleistungen - Dienstqualität - Laufzeitmessung end-to-end für Einzelsendungen ohne Vorrang und Sendungen zweiter Klasse This European Standard was approved by CEN on 3 March 2003 and includes Amendment 1 approved by CEN on 4 February 2007.

CEN members are bound to comply with the CEN/CENELEC Internal Regulations which stipulate the conditions for giving this European Standard the status of a national standard without any alteration. Up-to-date lists and bibliographical references concerning such national standards may be obtained on application to the CEN Management Centre or to any CEN member.

This European Standard exists in three official versions (English, French, German). A version in any other language made by translation under the responsibility of a CEN member into its own language and notified to the CEN Management Centre has the same status as the official versions.

CEN members are the national standards bodies of Austria, Belgium, Bulgaria, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland and United Kingdom.

EUROPEAN COMMITTEE FOR STANDARDIZATION
COMITÉ EUROPÉEN DE NORMALISATION EUROPÄISCHES KOMITEE FÜR NORMUNG
Management Centre: rue de Stassart, 36

B-1050 Brussels © 2007 CEN All rights of exploitation in any form and by any means reserved worldwide for CEN national Members. Ref. No. EN 14508:2003+A1:2007: E

EN 14508:2003+A1:2007 (E) 2 Contents page Foreword......................................................................................................................................................................3 Introduction.................................................................................................................................................................4 1 Scope.....................................................................................................................................................................4 2 Normative references...........................................................................................................................................5 3 Terms and definitions..........................................................................................................................................5 4 Methodology.........................................................................................................................................................5 4.1 General................................................................................................................................................................5 4.2 Calculation and presentation of transit time........................................................................................................6 4.3 Service performance indicators...........................................................................................................................6 5 Real mail studies..................................................................................................................................................7 6 Geographical stratification..................................................................................................................................7 7 Estimators of transit time....................................................................................................................................7 7.1 General................................................................................................................................................................7 7.2 Accuracy..............................................................................................................................................................7 8 Test mail characteristics......................................................................................................................................8 9 Report....................................................................................................................................................................8 10 Quality control and auditing..............................................................................................................................8 Annex A (normative)

Relaxation related to changed requirements to cover flows with smaller mail volumes in an enlarged EU................................................................................................................................9 A.1 General...............................................................................................................................................................9 A.2 Introduction.........................................................................................................................................................9 A.3 Domestic mail flows............................................................................................................................................9 A.4 Cross border mail flows......................................................................................................................................9 Bibliography..............................................................................................................................................................11

EN 14508:2003+A1:2007 (E) 3 Foreword This document (EN 14508:2003+A1:2007) has been prepared by Technical Committee CEN/TC 331 "Postal services", the secretariat of which is held by NEN. This document shall be given the status of a national standard, either by publication of an identical text or by endorsement, at the latest by September 2007 and conflicting national standards shall be withdrawn at the latest by September 2007. This document includes Amendment 1, approved by CEN on 2007-02-04. This document supersedes EN 14508:2003. The start and finish of text introduced or altered by amendment is indicated in the text by tags ! ". This document has been prepared under a mandate given to CEN by the European Commission and the European Free Trade Association. According to the CEN/CENELEC Internal Regulations, the national standards organizations of the following countries are bound to implement this European Standard: Austria, Belgium, Bulgaria, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland and United Kingdom.

EN 14508:2003+A1:2007 (E) 4 Introduction In the Green paper on postal services in 1992 the European Commission emphasised the need to establish common rules for the development of community postal services and the improvement of quality of service. The Commission 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 European Union. The European Commission acknowledged that the different postal traditions and cultures in Europe would not allow for the establishment of one common unified European measurement system and that national systems should have sufficient degrees of freedom to reflect national needs and peculiarities. On the other hand, they should fulfil a defined set of minimum requirements to satisfy the information interests of the national regulatory authority, postal customers and postal operators themselves.

The objective of the measurement is to estimate the transit time quality of service given to the customer in each European country domestically 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 transit time of the national and cross-border mail. This European Standard for single piece non-priority mail has been developed from EN 13850:2002 Postal Services - Quality of Service - Measurement of the transit time of end-to-end services for single piece priority mail and first class mail. Both standards consider methods using a representative end-to-end sample of addressed letter mail. The additional specifications in this European Standard are required to define the minimum confidence levels for the measurement of non-priority mail. !When EN 14508 was developed it was decided to base it on existing measuring systems already in use among the European Union member states. Since the publication of EN 14508 in 2003 more countries have joined the European Union which have increased the number of cross-border mail flows significantly and therefore made it necessary to adapt the standard accordingly. Amendment 1 to this European Standard has been developed to make it possible to economically measure a larger number of mail flows from a wider range of countries than the original versions of the standard was made for. Amendment 1 to this European Standard gives information on how to categorize mail flows for measuring purposes and explain how required accuracy for small and medium sized mail flows can be obtained by measuring under a consecutive number of years." 1 Scope In addition to EN 13850:2002 Postal Services - Quality of Service - 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 non-priority single piece mail, collected, processed and distributed by postal service operators. It considers methods using a representative end-to-end sample of all types of single piece addressed letter mail. This European Standard has been developed from and is compatible with the requirements of EN 13850:2002. As such, surveys for both priority and non-priority single piece mail may be undertaken concurrently whilst reporting separate estimates of priority and non-priority transit times.

EN 14508:2003+A1:2007 (E) 5 The overall transit time quality-of-service result is to be expressed as percentage of mail delivered within J + n days end-to-end according to the EU “Postal directive”1. This European Standard relates to the measurement of so-called “normal” services given to private persons / households and businesses that post mail at street letter boxes, over the counter at post offices, have pick ups at their offices or give their mail directly at postal service operators’ sorting centres. For technical reasons this European Standard may not in all parts be suitable for the measuring of very small volumes of mail and for operators with limited coverage. This European Standard is not applicable for measuring the end-to-end transit time distribution of large bulk mailers’ services and hybrid mail, which require different measurement systems and methodologies. 2 Normative references This European Standard incorporates by dated or undated reference, provisions from other publications. These normative references are cited at the appropriate places in the text, and the publications are listed hereafter. For dated references, subsequent amendments to or revisions of any of these publications apply to this European Standard only when incorporated in it by amendment or revision. For undated references the latest edition of the publication referred to applies (including amendments). EN 13850:2002

Postal Services - Quality of service - Measurement of the transit time of end-to-end services for single piece priority mail and first class mail EN ISO 19011

Guidelines for quality and/or environmental management systems auditing

NOTE: As the measurement method in this standard is based on the principles described in EN 13850:2002 it is necessary to follow in parallel the rules of that standard.

For convenience, the referen
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