BS PD CEN TR 16915-2015 Postal Services Quality of service Damage to postal items《邮政业务 服务质量 邮寄物品受损》.pdf

1、BSI Standards Publication Postal Services Quality of service Damage to postal items PD CEN/TR 16915:2015National foreword This Published Document is the UK implementation of CEN/TR 16915:2015. The UK participation in its preparation was entrusted to Technical Committee SVS/4, Postal services. A list

2、 of organizations represented on this committee can be obtained on request to its secretary. This publication does not purport to include all the necessary provisions of a contract. Users are responsible for its correct application. The British Standards Institution 2015. Published by BSI Standards

3、Limited 2015 ISBN 978 0 580 91102 6 ICS 03.240 Compliance with a British Standard cannot confer immunity from legal obligations. This Published Document was published under the authority of the Standards Policy and Strategy Committee on 30 November 2015. Amendments/corrigenda issued since publicatio

4、n Date Text affected PUBLISHED DOCUMENT PD CEN/TR 16915:2015 TECHNICAL REPORT RAPPORT TECHNIQUE TECHNISCHER BERICHT CEN/TR 16915 November 2015 ICS 03.240 English Version Postal Services - Quality of service - Damage to postal items Services postaux - Qualit de service - Dommages aux envois postaux P

5、ostalische Dienstleistungen - Dienstqualitt - Beschdigung von Postsendungen This Technical Report was approved by CEN on 17 November 2015. It has been drawn up by the Technical Committee CEN/TC 331. CEN members are the national standards bodies of Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech R

6、epublic, 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. EUROP

7、EAN COMMITTEE FOR STANDARDIZATION COMIT EUROPEN DE NORMALISATION EUROPISCHES KOMITEE FR NORMUNG CEN-CENELEC Management Centre: Avenue Marnix 17, B-1000 Brussels 2015 CEN All rights of exploitation in any form and by any means reserved worldwide for CEN national Members. Ref. No. CEN/TR 16915:2015 E

8、PD CEN/TR 16915:2015CEN/TR 16915:2015 (E) 2 Contents Page European foreword . 3 Introduction 4 1 Scope 5 2 Terms and definitions . 5 3 Main issues concerning the damages of postal items 6 3.1 General 6 3.2 Solutions applied by operators 6 4 Prevention actions . 16 5 Measurements . 16 5.1 General . 1

9、6 5.2 Analysis of the database of complaints 17 5.3 Reference to EN 14012 . 18 6 Activities to mitigate impact of damages . 19 7 Parameters of postal items affecting the number of damages 19 Bibliography . 20 PD CEN/TR 16915:2015CEN/TR 16915:2015 (E) 3 European foreword This document (CEN/TR 16915:2

10、015) has been prepared by Technical Committee CEN/TC 331 “Postal services”, the secretariat of which is held by NEN. 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

11、any or all such patent rights. This document has been prepared under a mandate given to CEN by the European Commission and the European Free Trade Association. PD CEN/TR 16915:2015CEN/TR 16915:2015 (E) 4 Introduction The postal services sector offers an essential communication infrastructure of majo

12、r economic and social importance for commercial users and consumers. Postal services have a substantial effect on the competitiveness of other sectors and European cohesion in general. In particular, the effectiveness of postal services is crucial for the development of business to business and home

13、 delivery in Europe and therefore is considered as a service of general economic interest (SGEI). Directive 97/67, in particular its Article 20, recognizes the importance of the role of standardization and also takes into account the wellness of users in particular. The European Commission has furth

14、er supported the process of technical standardization in the postal sector through mandates to the European Committee for Standardization (CEN). A first standardization mandate (M/240) was issued in March 1996. Based on the progress achieved within this mandate, a second CEN mandate (M/312) was issu

15、ed by the Commission in 2001. The European Commission has recently issued another mandate to CEN (M/428) requesting CEN to perform standardization activities in order to adjust the existing European Standards for postal services in a multi-players environment, to develop new technical standards to i

16、mprove the interoperability in the postal sector and to study the feasibility of new standards in the area of quality of service (QoS). This document was developed based on experiences of project team PT-I, in working group CEN/TC 331/WG 1. A final result of PTI project was Feasibility study when th

17、e PT-I came to the conclusion, that: the project as a European Standard (EN) is not feasible, it is feasible to develop a guide with the best practice/benchmark list, the guide can be published either as TR or attached as an informative annex to the EN 14012. Finally, the TR as guide to EN 14012 rel

18、ated to best practice related to minimizing number of damages and actions to mitigation effects of damages of postal items was chosen. PD CEN/TR 16915:2015CEN/TR 16915:2015 (E) 5 1 Scope This Technical Report is an extension as a guide to the European Standard EN 14012 with regard to damage of posta

19、l items. EN 14012 recommends: The continual improvement of the overall quality of service is an objective of the complaint handling system, and using the information from the complaint handling process to improve the overall quality of service should be a permanent objective of any postal organizati

20、on. Complaint handling processes should allow analysis of complaint causes. However, it does not contain detailed guidelines to possible solutions. Damages are a rare event and a standard for measurement proved not to be feasible. This document contains a set of best practices dedicated to use by po

21、stal operators regardless of their size and users of postal services. 2 Terms and definitions For the purposes of this document, the following terms and definitions apply. 2.1 CN43/BDV verification note, i.e. a form to report an anomaly or a set of anomalies with a letter mail dispatch or a consignm

22、ent to a partner postal operator Note 1 to entry: BDV - bulletin de vrification, the form in French. 2.2 CP78/BDV verification note, i.e. a form to report an anomaly or a set of anomalies with a parcel dispatch or a consignment to a partner postal operator Note 1 to entry: BDV - bulletin de vrificat

23、ion, the form in French. 2.3 damaged postal item postal item which is not in the same condition as the provider accepted it from the sender Note 1 to entry: The term “damage to postal items” usually implies that the contents of postal items are partially or completely damaged so that they became par

24、tly or whole unusable for their intended purposes, especially, for the purpose which that content had for the sender when he sent it to the recipient. 2.4 postal item item addressed in the final form in which it is to be carried by a postal service provider Note 1 to entry: In addition to items of c

25、orrespondence, such items also include for instance books, catalogues, newspapers, periodicals or containing merchandise with or without commercial value. 2.5 postal services services involving the clearance, sorting, transport and delivery of postal items PD CEN/TR 16915:2015CEN/TR 16915:2015 (E) 6

26、 3 Main issues concerning the damages of postal items 3.1 General Figure 1 Damage of postal item The definition from EN 14012:2008, 3.16 item damage complaint also includes damage to the wrapping / envelope. From the technical point of view, the wrapping protects the contents from the damage during

27、the whole technological process and, if the wrapping had been damaged before the delivery to the addressee, that event would likely lead to the damage of the content. Therefore, analysis of causes of damage to the wrapping may also be relevant. It should be taken under consideration that only damage

28、s covering loss or damages of contents will be complained about. Whats more, the client cannot raise the complaint if item was damaged and repaired without damage or loss content. Therefore complaint database can be source of information only for postal items damaged in big degree. 3.2 Solutions app

29、lied by operators All participated parties that are the sender, the addressee and the operator are interested in delivery of letter / parcel in good condition. There are two cases that should be considered: a) E-commerce. The sender sells things generally in factory made, good quality packaging, whi

30、ch is resistant to typical events related to transportation. Usually the shop adds corporate packaging, which is a next layer of wrapping and make packaging more safe. b) Private sender, who hasnt experienced in packaging and in this case support of operator is expected. PD CEN/TR 16915:2015CEN/TR 1

31、6915:2015 (E) 7 Tables 1 to 11 contain information collected from 11 European operators in PT-I project related to number of damages in postal services, activities to decrease number of damages and to mitigate their effects. Responses to the questionnaire were sent by: 1) HR - Croatia - Hrvatska Pot

32、a d.d.; 2) CZ - Czech Republic UNMZ; 3) DK - Denmark - Post Danmark Logistik A/S; 4) IE - Ireland - An Post; 5) DE - Germany - Deustche Post AG; 6) HU - Hungary - Magyar Posta Zrt; 7) MT - MALTA - MaltaPost p.l.c.; 8) PL - Poland - Poczta Polska S.A.; 9) PT - Portugal - CTT - Correios de Portugal, S

33、.A.; 10) SK - Slovak Republic - Slovensk Pota, a. s.; 11) CH - Switzerland - Swiss Post. Volume of damaged items (1 and 3) After we had analysed the results from the second questionnaire, we were faced with some facts. The volume of damaged items is very small. The typical number of damaged items la

34、rgely depends on the type of postal service. Only one operator led separate statistics for small packets. Table 1 Percent of damaged items Service Average Deviation Minimum Maximu m Replies from Ordinary letters/postcards 0,005 62 0,012 0 0,000 031 0 0,03 HR, DK, DE, HU, MT, PT, CH Registered letter

35、s 0,005 71 0,010 3 0,000 071 9 0,03 HR, CZ, DK, HU, MT, PL, PT, SK, CH Ensured letters 0,007 74 0,010 3 0,000 646 0,03 HR, CZ, DK, HU, PT, SK, CH Small packets (up to 2kg) 0,020 1 0,014 6 0,0034 0,03 DK, MT, PT, CH Parcels 0,015 8 0,023 5 0,000 1 0,075 6 HR, CZ, DK, DE, HU, PL, PT, SK, CH Herein ens

36、ured parcels 0,038 6 0,077 6 0,000 45 0,196 7 HR, CZ, DK, HU, PL, PT, SK, CH NOTE 1 Part of operators sent collective data for a few services. NOTE 2 Only Denmark provides separately statistics to small packets. Other operators include this service in the ordinary letters. NOTE 3 Germany provides st

37、atistic for 4 degrees of damages. Spread is huge, from level of small damage (e.g. dirty wrapping) 0,2 % to the highest level of damage - complaints because of the damage 0,001 %. PD CEN/TR 16915:2015CEN/TR 16915:2015 (E) 8 Table 2 Keeping statistical data about the cause of damage Service Number of

38、 answers YES are collected Percent of YES Countries which collect the statistics Ordinary letters/postcards 11 4 36,36 HR, IE, DE, PT Registered letters 11 4 36,36 HR, CZ, IE, PL Ensured letters 10 4 40,00 HR, CZ, IE, PL Small packets (up to 2kg) 9 2 22,22 HR, IR Parcels 11 6 54,55 HR, CZ, IE, DE, P

39、L, CH Herein ensured parcels 10 5 50,00 HR, CZ, IE, PL, CH NOTE The following sources of information are given: complaint database - 5 countries (1 country - only for complaint with compensation), complaint database + other sources - 1 country, collected daily in the sorting centres in every process

40、ing line - 1 country, only for the samples of the external measurement system - 1 country, no statistic, each “case” is assessed individually 1 country, 2 counties do not provide the statistic. Table 3 Volume of the damaged items with partly or fully missing content Service Average Deviation Minimum

41、 Maximum Replies from Ordinary letters/postcards 0,000 076 5 0,000 107 0,000 0124 0,000 2 HR, DK, HU Registered letters 0,000 362 0,000 357 0,000 085 2 0,001 06 HR, CZ, DK, HU, PL, SK Ensured letters 0,003 57 0,004 20 0,000 64 0,010 8 HR, CZ, HU, PL, SK Small packets (up to 2kg) 0,009 7 0,009 7 0,00

42、9 7 DK Parcels 0,005 27 0,005 50 0,000 01 0,015 8 HR, CZ, DK, HU, PL, SK, CH Herein ensured parcels 0,030 2 0,058 6 0,000 337 0,118 CZ, HU, PL, SK PD CEN/TR 16915:2015CEN/TR 16915:2015 (E) 9 Table 4 Documentation of the damage Service What contains the documentation Replies from Notes Packaging Note

43、s + Photos Other Ordinary letters/postcards 4 1 1 3 HR, CZ, DK, IE, DE, HU, MT, PT, SK Registered letters 5 1 3 HR, CZ DK, IE, HU, MT, PL, PT, SK Ensured letters 3 1 1 3 HR, CZ, DK, IE, HU, MT, PL, SK Small packets (up to 2kg) 1 1 1 HR, DK, MT Parcels 5 4 2 HR, CZ, DK, IE, DE, HU, MT, PL, PT, SK, CH

44、 Herein ensured parcels 3 3 2 HR, CZ, DK, HU, MT, PL, SK, CH NOTE The following other documentation form is used: dedicated protocol of postal items irregularity, damage are recorded by the Customer Services Team using a special software package, an IT system QSB, by Ipsos or in an IT system CCS (fo

45、r letters), an IT system Dolfin (for parcels). Table 5 Documentation of the damage items with missing contents Service What contains the documentation Replies from Notes Packaging Notes + Photos Other Ordinary letters/postcards 3 1 3 HR, CZ, DK, IE, HU, MT, SK Registered letters 3 1 4 HR, CZ, DK, IE

46、, HU, MT, PL, SK Ensured letters 4 1 1 2 HR, CZ, DK, IE, HU, MT, PL, SK Small packets (up to 2kg) 1 1 1 HR, DK, MT Parcels 5 4 2 HR, CZ, DK, IE, DE, HU, MT, PL, SK, CH Herein ensured parcels 3 3 2 HR, CZ, DK, HU, MT, PL, SK, CH NOTE The following other documentation form is used: dedicated protocol

47、of postal items irregularity, damage are recorded by the Customer Services Team using a special software package, an IT system Dolfin (for parcels), CN43/BDV and inquiries. PD CEN/TR 16915:2015CEN/TR 16915:2015 (E) 10 Table 6 Action related to postal item which is identified as damaged in any techno

48、logical process; cross-border items Service/ action Number of answers YES % of answers YES Number of answer with 5 x YES 4 x YES 3 x YES 2 x YES Ordinary letters/postcards 0 0 4 5 A) CN43 / BDV is sent 4 36,4 B) The item is re-packed 11 100,0 C) The item is sent with a remark 9 81,8 D) The item is s

49、ent as ”Fragile” 0 0,0 E) Scanning of barcode is performed and an event is noted 0 0,0 Registered letters 0 3 5 2 A) CN43 / BDV is sent 8 72,7 B) The item is re-packed 10 90,9 C) The item is sent with a remark 9 81,8 D) The item is sent as ”Fragile” 0 0,0 E) Scanning of barcode is performed and an event is noted 4 36,4 Ensured letters 0 3 4 1 A) CN43 / BDV is sent 6 54,5 B) The item is re-packed 8 72,7 C) The item is sent with a remark 8 72,7 D) The item is sent as ”Fragile” 0 0,0 E)