BS EN 13850-2012 Postal Services Quality of Services Measurement of the transit time of end-to-end services for single piece priority mail and first class mail《邮政服务设施 服务质量 单件优先邮件和一.pdf

1、raising standards worldwideNO COPYING WITHOUT BSI PERMISSION EXCEPT AS PERMITTED BY COPYRIGHT LAWBSI Standards PublicationBS EN 13850:2012Postal Services - Quality of Services - Measurement of the transit time of end-to-end services for single piece priority mail and first class mail Copyright Europ

2、ean Committee for Standardization Provided by IHS under license with CENNot for ResaleNo reproduction or networking permitted without license from IHS-,-,-BS EN 13850:2012 BRITISH STANDARDNational forewordThis British Standard is the UK implementation of EN 13850:2012. It supersedes BS EN 13850:2002

3、 which is withdrawn.The UK participation in its preparation was entrusted to Technical Committee SVS/4, Postal services.A list of organizations represented on this committee can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 con

4、tract. Users are responsible for its correct application. The British Standards Institution 2013. Published by BSI Standards Limited 2013ISBN 978 0 580 62469 8 ICS 03.240 Compliance with a British Standard cannot confer immunity from legal obligations.This British Standard was published under the au

5、thority of the Standards Policy and Strategy Committee on 31 January 2013.Amendments issued since publicationDate Text affectedCopyright European Committee for Standardization Provided by IHS under license with CENNot for ResaleNo reproduction or networking permitted without license from IHS-,-,-BS

6、EN 13850:2012EUROPEAN STANDARD NORME EUROPENNE EUROPISCHE 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

7、 postaux - Qualit de service - Mesure du dlai dacheminement des services de bout en bout pour le courrier prioritaire gren et de premire classe Postalische Dienstleistungen - Dienstqualitt - Messung derDurchlaufzeit von Einzelbriefsendungen mit Vorrang und Einzelbriefsendungen erster Klasse von Ende

8、 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 bibliograp

9、hical 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 responsibili

10、ty 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 o

11、f 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 COMIT EUROPEN DE NORMALISATI

12、ON EUROPISCHES KOMITEE FR 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: ECopyright European Committee for Standardization Provided by IHS under license

13、 with CENNot for ResaleNo reproduction or networking permitted without license from IHS-,-,-2 Contents Foreword . 6 0 Introduction . 7 0.1 General . 7 0.2 Regulatory background 7 1 Scope 8 2 Normative references 8 3 Terms and definitions . 9 4 Symbols and abbreviations 15 5 Transit time as a Quality

14、-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 Samp

15、le 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 .

16、 . 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 measure

17、ment. 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 ch

18、anges 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 BS EN 13850:2012 EN 13850:2012 (E) Copyright European Committee for Standardization Pr

19、ovided by IHS under license with CENNot for ResaleNo reproduction or networking permitted without license from IHS-,-,-3 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

20、 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

21、 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

22、 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 / Del

23、ivery 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-Saturda

24、y 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 Dat

25、a 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 . 5

26、3 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

27、 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 BS EN 13850:2012 EN 13850:2012 (E) Copyright European Committee for Standardization Provided by IHS under license with C

28、ENNot for ResaleNo reproduction or networking permitted without license from IHS-,-,-4 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 E

29、N 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.

30、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 .

31、 . 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.

32、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 (test

33、ing 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 .

34、. 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 BS EN 13850:2012 EN 13850:201

35、2 (E) Copyright European Committee for Standardization Provided by IHS under license with CENNot for ResaleNo reproduction or networking permitted without license from IHS-,-,-5 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 audito

36、r . 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 cappi

37、ng 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.

38、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 r

39、esults 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

40、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 BS EN 13850:2012 EN 13850:2012 (E) Copyright European Committee for Stand

41、ardization Provided by IHS under license with CENNot for ResaleNo reproduction or networking permitted without license from IHS-,-,-6 Foreword This document (EN 13850:2012) has been prepared by Technical Committee CEN/TC 331 “Postal Services”, thesecretariat of which is held by NEN. This European St

42、andard shall be given the status of a national standard, either by publication of an identical text orby endorsement, at the latest by June 2013, and conflicting national standards shall be withdrawn at the latest byJune 2013. Attention is drawn to the possibility that some of the elements of this d

43、ocument 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 followingcountrie

44、s are bound to implement this European Standard: Austria, Belgium, Bulgaria, Croatia, Cyprus, CzechRepublic, Denmark, Estonia, Finland, Former Yugoslav Republic of Macedonia, France, Germany, Greece,Hungary, Iceland, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland,

45、Portugal,Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland, Turkey and the United Kingdom. BS EN 13850:2012 EN 13850:2012 (E) Copyright European Committee for Standardization Provided by IHS under license with CENNot for ResaleNo reproduction or networking permitted without license from IHS-,-

46、,-7 0 Introduction 0.1 General The European Commission emphasises the need to have common rules for the development of community postalservices and the improvement of Quality-of-Service (QoS). The Commission has identified requirements for postalQoS-Measurement systems that include: Independent end-

47、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

48、would not allow forthe establishment of one common unified European measurement system and that national systems should havesufficient freedom to reflect national needs and peculiarities. On the other hand, they should fulfil a defined set ofminimum requirements to satisfy the information interests

49、of the Commission, the regulatory authority, postalcustomers and postal operators themselves. Any regulatory authority is free to adapt to national circumstanceswhere 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 customerdomestically in each European country a