BS EN 14508-2016 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《邮政服务 服务质量 单件非优先邮.pdf

1、BSI Standards PublicationBS EN 14508:2016Postal services Quality ofservice Measurement ofthe transit time of end-to-endservices for single piece non-priority mail and second classmailBS EN 14508:2016 BRITISH STANDARDNational forewordThis British Standard is the UK implementation of EN 14508:2016. It

2、supersedes BS EN 14508:2003 which is withdrawn.The UK participation in its preparation was entrusted to TechnicalCommittee SVS/4, Postal services.A list of organizations represented on this committee can beobtained on request to its secretary.This publication does not purport to include all the nece

3、ssaryprovisions of a contract. Users are responsible for its correctapplication. The British Standards Institution 2016. Published by BSI StandardsLimited 2016ISBN 978 0 580 62470 4ICS 03.240Compliance with a British Standard cannot confer immunity fromlegal obligations.This British Standard was pub

4、lished under the authority of theStandards Policy and Strategy Committee on 29 February 2016.Amendments issued since publicationDate Text affectedBS EN 14508:2016EUROPEAN STANDARD NORME EUROPENNE EUROPISCHE NORMEN 14508 February 2016 ICS 03.240 Supersedes EN 14508:2003+A1:2007English Version Postal

5、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 - Qualit de service - Mesure de la qualit de service de bout en bout pour le courrier gren non prioritaire et de seconde classe Postalische

6、 Dienstleistungen - Dienstqualitt - Laufzeitmessung end-to-end fr Einzelsendungen ohne Vorrang und Sendungen zweiter Klasse This European Standard was approved by CEN on 18 December 2015. CEN members are bound to comply with the CEN/CENELEC Internal Regulations which stipulate the conditions for giv

7、ing 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 off

8、icial 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 o

9、f 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,

10、 Sweden, Switzerland, Turkey andUnited Kingdom. EUROPEAN COMMITTEE FOR STANDARDIZATION COMIT EUROPEN DE NORMALISATION EUROPISCHES KOMITEE FR NORMUNG CEN-CENELEC Management Centre: Avenue Marnix 17, B-1000 Brussels 2016 CEN All rights of exploitation in any form and by any means reserved worldwide fo

11、r CEN national Members. Ref. No. EN 14508:2016 EBS EN 14508:2016EN 14508:2016 (E) 2 Contents Page European foreword . 3 Introduction 4 1 Scope 5 2 Normative references 5 3 Terms and definitions . 6 4 Methodology . 6 4.1 General 6 4.2 Calculation and presentation of transit time 6 4.3 Service perform

12、ance indicators. 7 4.3.1 General 7 4.3.2 On-time performance 7 4.3.3 Cumulative distribution of delivery days . 7 5 Real mail studies . 7 6 Geographical stratification 7 7 Estimators of transit time 7 7.1 General 7 7.2 Accuracy . 8 7.3 Minimum Sample Size . 8 7.3.1 Domestic measurement systems . 8 7

13、.3.2 Cross-border measurement systems . 9 8 Test mail characteristics 9 9 Report . 10 10 Quality control and auditing 10 Annex A (normative) Relaxation related to flows with small real mail volumes 11 A.1 General . 11 A.2 Introduction . 11 A.3 Cross border mail flows . 11 Annex B (informative) Chang

14、es to the 2007 version of EN 14508 13 B.1 Methodology 13 B.1.1 Accuracy and Minimum Sample Size (MSS) 13 B.1.2 MSS for flows with small real mail volumes . 13 B.2 Transit-time calculation rule . 14 B.3 Accuracy calculation method . 14 B.3.1 Improved applicability . 14 B.3.2 Reduced bias in calculati

15、on 15 Bibliography . 16 BS EN 14508:2016EN 14508:2016 (E) 3 European foreword This document (EN 14508:2016) 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

16、by publication of an identical text or by endorsement, at the latest by August 2016, and conflicting national standards shall be withdrawn at the latest by August 2016. Attention is drawn to the possibility that some of the elements of this document may be the subject of patent rights. CEN and/or CE

17、NELEC shall not be held responsible for identifying any or all such patent rights. This document supersedes EN 14508:2003+A1:2007. This document has been prepared under a mandate given to CEN by the European Commission and the European Free Trade Association. The two annexes in this standard have be

18、en retained to highlight the differences between the original standard from 2002 and then the amendment in 2007. The highly revised EN 13850:2012, from which this standard has been developed, contains a number of annexes that bring together the planning required to create a sample survey to measure

19、on-time performance, the validation and analysis steps and then the means of calculating the statistical accuracy of the performance estimates produced. According to the CEN-CENELEC Internal Regulations, the national standards organizations of the following countries are bound to implement this Euro

20、pean 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, Slo

21、venia, Spain, Sweden, Switzerland, Turkey and the United Kingdom. BS EN 14508:2016EN 14508:2016 (E) 4 Introduction In the Green paper on postal services in 1992 the European Commission emphasized the need to establish common rules for the development of community postal services and the improvement

22、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 with

23、in 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 need

24、s 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 se

25、rvice 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 single piece non-priority mail. This European S

26、tandard for single piece non-priority mail has been developed from EN 13850:2012 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

27、 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 first developed it was decided to base it on existing measuring systems already in use among the Europea

28、n Union member states. The expansion of the European Union increased the number of cross-border mail flows and the standard was adapted in 2007 to make it possible to economically measure a larger number of mail flows from a wider range of countries. This was achieved by categorizing mail flows for

29、measuring purposes and extending the measurement over a consecutive number of years. In the earlier versions of EN 13850 and EN 14508 the requirements for the Minimum Sample Size (MSS) were given in terms of accuracy requirements for domestic and cross-border measurement systems. The basis of this w

30、as an accuracy calculation method which linked any accuracy requirement directly to a corresponding MSS. The improved accuracy calculation method in EN 13850:2012 introduced a number of consequences which made it difficult to hold up this link. Annex B explains these consequences and how they have b

31、een overcome. BS EN 14508:2016EN 14508:2016 (E) 5 1 Scope In addition to EN 13850:2012 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-

32、end transit time of domestic and cross-border non-priority single piece mail, collected, processed and delivered by postal service operators. It considers methods using a representative end-to-end sample of all types of single piece addressed letter mail with defined transit-time service levels offe

33、red to the customer. This standard is applicable to the measurement of End-to-End single piece non-priority mail services. This European Standard has been developed from and is compatible with the requirements of EN 13850:2012. As such, surveys for both priority and non-priority single piece mail ma

34、y be undertaken concurrently while reporting separate estimates of priority and non-priority transit times. The overall transit time quality-of-service result is to be expressed as the percentage of mail delivered within (J + n) days end-to-end according to the EU Postal directive1. This European St

35、andard relates to the measurement of so-called “normal” services given to private persons / households and smaller businesses that post mail at street letter boxes, over the counter at post offices, have bring services from their offices or give their mail directly at postal service operators sortin

36、g centres. For technical reasons this European Standard may not in all parts be suitable for the measurement 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 se

37、rvices or 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). 2 Normative references The following documents, in whole or in part, are normatively referenced in this document and

38、 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 13850:2012, Postal Services - Quality of Services - Measurement of the transit time of end-to-end

39、 services for single piece priority mail and first class mail NOTE As the measurement method in this standard is based on the principles described in EN 13850:2012 it is needed to follow in parallel the rules of that standard. For convenience, the references made in EN 13850:2012 are contained in th

40、e bibliography of this European Standard. 1Directive 97/67/EC of the European Parliament and of the Council of 15 December 1997 on common rules for the development of the internal market of Community postal services and the improvement of quality of service (OJ L 15, 21.1.98, p. 14). BS EN 14508:201

41、6EN 14508:2016 (E) 6 3 Terms and definitions For the purposes of this document, the following term and definition applies. 3.1 non-priority item letter post item sent without priority, typically by surface, and receiving slower processing compared to items classified as priority as defined nationall

42、y EXAMPLE second class item, B class item. 4 Methodology 4.1 General The system for measuring the distribution of the end-to-end transit time of non-priority single piece mail items shall be robust and shall give statistical measurements at a defined level of accuracy. The methodology shall comply w

43、ith the requirements of EN 13850:2012. In particular the following requirements of EN 13850:2012 shall apply, but shall refer to non-priority instead of priority: The sample design shall be representative of real non-priority single piece mail flows. The measurement system shall provide one annual f

44、igure for each relevant field of study using a test period of 1 year, 2 years or 3 years according to Annex A. NOTE For cross border mail flows in categories 2 or 3 according to Annex A it will take 2 or 3 years, respectively to reach the required accuracy for the particular size of mail flow. The f

45、ield of study shall be defined and used consistently throughout the measurement. A field of study shall not be modified during a yearly test period or over the full period of the years needed for full accuracy. The measuring methodology shall be objective and shall be audited. All measurements of tr

46、ansit time shall refer to end-to-end transit time. The measurement system shall be continuous. Panels of senders and receivers shall be independent of postal service operators and regulatory authority and shall be managed according to the International Chamber of Commerce / ESOMAR International Code

47、 of Marketing and Social Research Practice including its attachment. In addition, all requirements regarding integrity of the measurement shall follow EN 13850:2012, 6.6. 4.2 Calculation and presentation of transit time The transit time of a postal item shall be measured in units of days and express

48、ed as (J + n) days. J is the date of deposit provided posting takes place before the published last collection time at the point of induction of the mail. For the purpose of this European Standard, transit times for domestic and cross-border mail shall be calculated according to a five-day working w

49、eek calculation rule; whereby Saturdays, Sundays, and national holidays in the country of delivery are subtracted, in accordance with EN 13850:2012, B.1. For domestic mail, the transit times may, in addition, be calculated according to the weekend collection and delivery pattern provided, in accordance with one of the other calculation rules of EN 13850:2012, Annex B, subject to the requirements of the national regulatory authority. BS EN 14508:2016EN 14508:2016 (E) 7 In the cross-border case it shall be continuous for a field of study over the full p