SIST EN 13850:2004+A1:2007
(Main)Postal service - Quality of service - Measurement of the transit time of end-to end-services for single piece priority mail and first class mail
Postal service - 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 the domestic and cross-border priority single piece letter 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. 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.
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 EC postal directive.
This quality of service indicator does not measure the postal operator’s overall performance in a way that 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 the last collection of the day meets customer’s requirements.
It specifies a set of requirements for the design of a quality of service measuring system for single piece priority mail, involving the selection and distribution of test item sent and received by selected panellists. The sample design gives the specifications for the item to be representative of the real mail flows.
This European Standard relates to the measurement of the 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 tran
Postalische Dienstleistungen - Dienstqualität - Laufzeitmessung end-to-end für Vorrangssendungen und Sendungen erster Klasse
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 les méthodes pour mesurer le délai d’acheminement bout en bout du courrier égrené prioritaire, national et transfrontière, collecté, traité et distribué par des opérateurs postaux. Elle s’appuie sur des méthodes utilisant un échantillon de bout en bout représentatif de tous les types de courrier égrené adressé de cette catégorie. Le bout en bout est défini comme démarrant au point où le courrier est introduit dans le système de collecte/prise en charge, sous la responsabilité des opérateurs postaux, jusqu’au point de distribution finale sous la responsabilité des opérateurs postaux.
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 à la Directive postale européenne.
Cet indicateur de qualité de service 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 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 limite de dépôt journalier satisfait aux exigences des clients.
Il spécifie un ensemble des exigences requises pour la conception du système de mesure de la qualité de service du courrier égrené prioritaire, intégrant le choix et la répartition d’objets test envoyés et reçus par des panélistes sélectionnés. La modélisation de l’échantillon indique les spécifications requises pour que cet objet soit représentatif des flux de courrier réels.
La présente Norme européenne porte sur la mesure de 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 à leurs bureaux ou le déposent directement aux centres de tri des opérateurs du service postal.
Poštne storitve - Kakovost storitev - Merjenje časa prenosa od sprejema do vročitve za posamične pošiljke prednostne pošte in pošte prvega razreda
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 Vorrangssendungen 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 premiere classePostal service - Quality of service - 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 13850:2002+A1:2007SIST EN 13850:2004+A1:2007en01-maj-2007SIST EN 13850:2004+A1:2007SLOVENSKI
STANDARD
SIST EN 13850:2004+A1:2007
EUROPEAN STANDARD NORME EUROPÉENNE EUROPÄISCHE NORM
EN 13850:2002+A1
March 2007 ICS 03.240 SupersedesEN 13850:2002English Version
Postal service - Quality of service - 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 - Laufzeitmessung end-to-end für Vorrangssendungen und Sendungen erster Klasse This European Standard was approved by CEN on 16 February 2002 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 13850:2002+A1:2007: ESIST EN 13850:2004+A1:2007
EN 13850:2002+A1:2007 (E) 2 Contents page Foreword.3 Introduction.4 1 Scope.4 2 Normative references.5 3 Terms and definitions.5 4 Transit time as a quality of service indicator.12 4.1 General.12 4.2 Calculation and presentation of transit time.12 4.2.1 Measurement unit.12 4.2.2 Continuity of measurement.12 4.2.3 Calculation of the transit time.12 4.2.4 Service performance indicators.13 5 Methodology.13 5.1 General.13 5.2 Representative sample design.13 5.3 Real mail studies.14 5.4 Geographical stratification.14 5.4.1 General.14 5.4.2 Geographical stratification parameters.14 5.4.3 Stratification for domestic mail.15 5.4.4 Stratification for cross-border mail.15 5.5 Geographical distribution of the panel.16 5.6 Estimators.17 5.6.1 General.17 5.6.2 Accuracy.17 5.6.3 Measurement results.18 5.6.4 Calculation of the accuracy.18 5.6.5 Panel turnover.18 5.7 Aggregation of results.18 5.7.1 Strata weights based on real mail data.18 5.7.2 Weighting due to non-response and invalid test items.19 5.7.3 Design changes due to annual mail characteristics and postal flows changes.19 6 Test mail characteristics.19 6.1 General.19 6.2 Highly discriminant mail characteristics.20 6.3 Discriminant mail characteristics.20 7 Report.20 8 Quality control and auditing.21 Annex A
(normative)
Variance of the estimator of the on-time probability.22 Annex B
(normative)
Calculation rule.36 Annex C
(normative)
Quality control and auditing.41 Annex D
(informative)
Real mail studies.45 Annex E
(informative)
Validation rules for test items.53 Annex F (normative)
!Relaxation related to changed requirements for smaller mail volumes in an enlarged EU.54 Bibliography.60 SIST EN 13850:2004+A1:2007
EN 13850:2002+A1:2007 (E) 3
Foreword This document (EN 13850:2002+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 13850:2002. 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, and supports essential requirements of EU Directive(s). 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.
SIST EN 13850:2004+A1:2007
EN 13850:2002+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 Union. The Commission acknowledged that the different postal traditions and cultures in Europe would not allow for the establishment of one common unified European measurement system and that national systems should have sufficient degrees of freedom to reflect national needs and peculiarities. On the other hand, they should fulfil a defined set of minimum requirements to satisfy the information interests of the national regulatory authority, 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. !When EN 13850 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 13850 in 2002 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 were 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 This European Standard specifies methods for measuring the end-to-end transit time of the domestic and cross-border priority single piece letter 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. 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. 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 EC postal directive. This quality of service indicator does not measure the postal operator’s overall performance in a way that 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 the last collection of the day meets customer’s requirements. It specifies a set of requirements for the design of a quality of service measuring system for single piece priority mail, involving the selection and distribution of test item sent and received by selected panellists. The sample design gives the specifications for the item to be representative of the real mail flows. This European Standard relates to the measurement of the 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. This European Standard includes specifications for the quality control and auditing of the measurement system. SIST EN 13850:2004+A1:2007
EN 13850:2002+A1:2007 (E) 5 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 ISO 9000, Quality management systems – Fundamentals and vocabulary (ISO 9000:2000). EN ISO 9001, Quality management systems – Requirements (ISO 9001:2000). EN ISO 9004, Quality management systems – Guidelines for performance improvements (ISO 9004:2000). ISO 3534-1:1993, Statistics - Vocabulary and symbols - Part 1: Probability and general statistical terms. ISO 3534-2, Statistics - Vocabulary and symbols - Part 2: Statistical quality control. ISO 10005, Quality management - Guidelines for quality plans. ISO 10007,Quality management - Guidelines for configuration management. ISO 10011-1, Guidelines for auditing quality systems – Part 1: Auditing. ISO 10011-2, Guidelines for auditing quality systems – Part 2: Qualification criteria for quality systems auditors.ISO 10011-3, Guidelines for auditing quality systems – Part 3: Management of audit programmes. !deleted text" 3 Terms and definitions For the purposes of this European Standard, the following terms and definitions apply. 3.1 accuracy closeness of agreement between a test result and the accepted reference value NOTE 1
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. [ISO 3534-1] NOTE 2
In this standard the accuracy is given by the length 2ε of the confidence interval at the confidence level 95 % for the parameter being estimated, namely the probability of attaining the specification with respect to the transit time. 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 [EN ISO 9000] 3.4 average (arithmetic mean) sum of values divided by the number of values [ISO 3534-1] 3.5 bring service mail collection or mail delivery service specifically contracted by the customer SIST EN 13850:2004+A1:2007
EN 13850:2002+A1:2007 (E) 6 3.6 business bodies other than households that receive and send mail 3.7 characteristic property which helps to identify or differentiate between items of a given population NOTE 1
The characteristics may be either quantitative - by variables, or qualitative - by attributes [ISO 3534-1]. NOTE 2
In this 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. 3.8 city geographically defined area according to national classification systems 3.9 conformity fulfilment of specified requirements [EN ISO 9000] 3.10 corrective action action taken to eliminate the causes of an existing non-conformity, defect or other undesirable situation in order to prevent recurrence [EN ISO 9000] 3.11 correlation relationship between two or several random variables within a distribution of two or more random variables NOTE
Most statistical measures of correlation measure only the degree of linear relationship [ISO 3534-1]. 3.12 correlation coefficient ratio of the covariance of two random variables to the product of their standard deviations [ISO 3534-1] 3.13 country territory of a nation with its own government 3.14 cross-border mail mail distributed from one country to another country 3.15 customer natural or legal person having a business relation with a postal operator 3.16 date of delivery date on which a postal item is delivered to the address or to the addressee 3.17 date of deposit (J) day on which a postal item is posted, provided posting takes place before the last collection of that day NOTE 1
The term date of deposit is used in relation to quality of service measurement. The definition is based on the Postal Directive 97/67/EC. SIST EN 13850:2004+A1:2007
EN 13850:2002+A1:2007 (E) 7 NOTE 2
Last collection refers to the advertised last time for collection (not the actual time). 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 3.19 design factor ratio of the variance of the estimator in the given sample design by the variance of the estimator in an elementary sample design of the same size. The design factor is related to a given sample design and estimator 3.20 discriminant (characteristic) characteristic affecting the outcome
NOTE
In this standard a characteristic is discriminant when transit time differs according to the different modes of the characteristic. 3.21 distribution process from collecting mail at collecting points through sorting at the distribution centre to delivery of mail items to the addressee 3.22 domestic mail mail items sent and received within one country 3.23 end-to-end (transit time) from the point mail is placed into the collection/acceptance system under the responsibility of the collecting postal operator to the final delivery point under the responsibility of the delivering
postal operators 3.24 estimate value of an estimator obtained as a result of an estimation [ISO 3534-1] 3.25 estimator statistic used to estimate a population parameter
[ISO 3534-1] NOTE
In this European Standard, a function of the observed values of test item transit times allowing the estimation of the probability of attaining the specification with respect to the transit time. 3.26 expectation for a discrete random variable X taking the values xi, with the probabilities pi, the expectation if it exists, is: µ = E(X) = Σpi xi the sum being extended over all the values xi which can be taken by X [ISO 3534-1] 3.27 field of study total mail flow between defined postal areas NOTE 1
Field of study could be defined for example as: — Domestic – one operator in one country SIST EN 13850:2004+A1:2007
EN 13850:2002+A1:2007 (E) 8 — Domestic – one operator in one part of a country — 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 countries NOTE 2
Some mail flows between postal operators may not meet the technical requirements in this standard to qualify as fields of study 3.28 frequency the number of occurrences of a given type of event or the number of observations falling into a specified class [ISO 3534-1] 3.29 geographical coverage spread of postal services within a pre-defined geographical area 3.30 independent performance monitoring organisation
body charged with the monitoring of the QoS according to the methodology specified in this standard and which body is external to, and having no links of ownership or control with the postal service provider thus monitored
3.31 independence two random variables are independent if their distribution functions are related by
F(x, y) = F(x, ∞) . F(∞,y) = G(x) . H(y) where F(x, ∞) = 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] 3.32 induction deposition of mail into the postal network 3.33 inspection activity such as measuring, examining, testing or gauging one or more characteristics of an entity and comparing the results with specified requirements in order to establish whether conformity is achieved for each characteristic [EN ISO 9000 and ISO 3534-2] 3.34 metered mail mail franked by franking machines 3.35 national and regional holiday day with limited postal collection or delivery activities 3.36 observed value value of a characteristic obtained as the result of a single observation [ISO 3534-1] SIST EN 13850:2004+A1:2007
EN 13850:2002+A1:2007 (E) 9 3.37 office of exchange place where a postal operator accepts cross-border mail from a postal operator of another country
3.38 on-time performance proportion of postal items within a given period of time t with transit times meeting the specification Formal definition: ∑=)(1iX)(1tNitNwhere )(tNis the total number of postal items inducted during the period, and1=iX if postal items
i fulfils the specification and otherwise 0i=X 3.39 on-time probability probability of the event that the transit time Tof a mail item meets the specification s, i.e. does not exceed the specified number s of days:
()sT≤Pr 3.40 performance indicator expression derived from postal transit time statistics and data used to characterise the performance of a postal operator 3.41 postal catchment area postal area served by a domestic sorting centre or by an office of exchange for cross border mail outbound or inbound. Catchment areas may be different for outbound and inbound mail, or for different fields of study 3.42 postal area one of the parts into which a postal operator’s whole territory is divided and which is suitable for characterising postal delivery peculiarities 3.43 postal service services involving the clearance, sorting, transport and delivery of postal items 3.44 priority item, first class item, A-class item letter post item sent with priority by air or by surface and receiving different processing compared to items classified as non-priority 3.45 probability distribution function giving the probability that a random variable takes any given value or belongs to a given set of values [ISO 3534-1] 3.46 quality totality of characteristics of an entity that bear on its ability to satisfy stated and implied needs [EN ISO 9000] 3.47 quality assurance all the planned and systematic activities implemented within the quality system and demonstrated as needed, to provide adequate confidence that an entity will fulfil requirements for quality [EN ISO 9000] SIST EN 13850:2004+A1:2007
EN 13850:2002+A1:2007 (E) 10 3.48 quality control operational techniques and activities that are used to fulfil requirements for quality [EN ISO 9000 and ISO 3534-2] 3.49 quality evaluation systematic examination of the extent to which an entity is capable of fulfilling specified requirements [EN ISO 9000] 3.50 random sample sample of n items taken from a population of N items in such a way that each item in the population has a strictly positive probability of being selected 3.51 random variable variable that may take any of the values of a specific set of values and with which is associated a probability distribution [ISO 3534-1] 3.52 real mail postal items sent by customers
3.53 real mail flow number and types of postal items distributed end-to-end by postal operators 3.54 real mail study studies on real mail flows or real mail characteristics 3.55 rural cities and communes with less than a specified number of inhabitants 3.56 sample one or more sampling units taken from a population and intended to provide information on the population [ISO 3534-1] 3.57 service standard standard that specifies requirements to be fulfilled by a service, to establish its fitness for purpose 3.58 single piece mail postal items posted and distributed individually 3.59 sorting centre place where the main sorting of mail is done 3.60 stamped mail postal items paid for with postage stamps SIST EN 13850:2004+A1:2007
EN 13850:2002+A1:2007 (E) 11 3.61 standard document, established by consensus and approved by a recognised body, that provides, for common and repeated use, rules, guidelines or characteristics for activities or their results, aimed at the achievement of the optimum degree of order in a given context NOTE
Standards should be based on the consolidated results of science, technology and experience, and aimed at the promotion of optimum community benefits [EN 45020]. 3.62 stratification division of a population into mutually exclusive and exhaustive subpopulations (called strata) which are thought to be more homogeneous with respect to the characteristics investigated than the total population
[ISO 3534-1] 3.63 study domain subpopulations for which separate results can be appropriate NOTE
Study domains could be defined for example by geographic segmentation or by product 3.64 test item postal item produced in the test measurement system for the purpose of measuring real mail performances. Test items shall be representative of real mail 3.65 test period period of time under which measurement has been carried out and for which the results are presented in a separate test report 3.66 time of delivery time when a postal item is delivered at its delivery point 3.67 transit time number of days elapsed between induction and delivery of mail item as calculated in 4.2.3 3.68 transit time distribution transit time of a mail item is random and therefore it is modelled as a random variable; the set of probabilities of any event concerning the random variable transit time of a mail item forms its probability distribution 3.69 urban cities, including their outskirts, with not less than a specified number of inhabitants 3.70 variance measure of dispersion, which is the sum of the squared deviations of observations from their average divided by one less than the number of observations [ISO 3534-1] 3.71 weight value to compensate for the difference between the distribution of characteristics in the measurement system compared to real mail SIST EN 13850:2004+A1:2007
EN 13850:2002+A1:2007 (E) 12 4 Transit time as a quality of service indicator
...
Questions, Comments and Discussion
Ask us and Technical Secretary will try to provide an answer. You can facilitate discussion about the standard in here.