1、DRAFT FOR DEVELOPMENT DD CEN/TS 14773:2004 Postal services Quality of service Measurement of loss and substantial delay in priority and first class single piece mail using a survey of test letters ICS 03.240 DD CEN/TS 14773:2004 This Draft for Development was published under the authority of the Sta
2、ndards Policy and Strategy Committee on 23 November 2004 BSI 23 November 2004 ISBN 0 580 44845 2 National foreword This Draft for Development is the official English language version of CEN/TS 14773:2004. This publication is not to be regarded as a British Standard. It is being issued in the Draft f
3、or Development series of publications and is of a provisional nature because experience is required in its application before it is converted to a European and hence British Standard. It should be applied on this provisional basis, so that information and experience of its practical application may
4、be obtained. Comments arising from the use of this Draft for Development are requested so that UK experience can be reported to the European organization responsible for its conversion to a European Standard. A review of this publication will be initiated 2 years after its publication by the Europea
5、n organization so that a decision can be taken on its status at the end of its 3-year life. Notification of the start of the review period will be made in an announcement in the appropriate issue of Update Standards. According to the replies received by the end of the review period, the responsible
6、BSI Committee will decide whether to support the conversion into a European Standard, to extend the life of the Technical Specification or to withdraw it. Comments should be sent in writing to the Secretary of BSI Technical Committee SVS/4, Postal services, at British Standards House, 389 Chiswick H
7、igh Road, London W4 4AL, giving the document reference and clause number and proposing, where possible, an appropriate revision of the text. A list of organizations represented on this committee can be obtained on request to its secretary. Cross-references The British Standards which implement inter
8、national or European publications referred to in this document may be found in the BSI Catalogue under the section entitled “International Standards Correspondence Index”, or by using the “Search” facility of the BSI Electronic Catalogue or of British Standards Online. Summary of pages This document
9、 comprises a front cover, an inside front cover, the CEN/TS title page, pages 2 to 36, an inside back cover and a back cover. The BSI copyright notice displayed in this document indicates when the document was last issued. Amendments issued since publication Amd. No. Date CommentsTECHNICALSPECIFICAT
10、ION SPCIFICATIONTECHNIQUE TECHNISCHESPEZIFIKATION CEN/TS14773 September2004 ICS03.240 Englishversion PostalservicesQualityofserviceMeasurementoflossand substantialdelayinpriorityandfirstclasssinglepiecemailusing asurveyoftestletters ServicespostauxQualitduserviceMesuragedes pertesetdesretardsimporta
11、ntspourlecourrierprioritaire grenetde1reclasse,partirduneenquteutilisant deslettresdessai PostalischeDienstleistungenDienstqualittMessung desVerlustesunddererheblichenVerzgerungenvon VorzugssendungenundEinzelsendungenersterKlasse unterVerwendungvonTestbriefen ThisTechnicalSpecification(CEN/TS)wasapp
12、rovedbyCENon26January2004forprovisionalapplication. TheperiodofvalidityofthisCEN/TSislimitedinitiallytothreeyears.AftertwoyearsthemembersofCENwillberequested tosubmittheir comments,particularlyonthequestionwhethertheCEN/TScanbeconvertedintoaEuropeanStandard. CENmembersarerequiredtoannouncetheexisten
13、ceofthisCEN/TSinthesamewayasforanENandtomaketheCEN/TSavailable promptlyatnationallevelinanappropriateform.Itispermissibletokeepconflictingnationalstandardsinforce(inparall eltotheCEN/TS) untilthefinaldecisionaboutthepossibleconversionoftheCEN/TSintoanENisreached. CENmembersarethenationalstandardsbod
14、iesofAustria,Belgium,Cyprus,CzechRepublic,Denmark,Estonia,Finland,France, Germany,Greece,Hungary,Iceland,Ireland,Italy,Latvia,Lithuania,Luxembourg,Malta,Netherlands,Norway,Poland,Portugal, Slovakia, Slovenia,Spain,Sweden,SwitzerlandandUnitedKingdom. EUROPEANCOMMITTEEFORSTANDARDIZATION COMITEUROPENDE
15、NORMALISATION EUROPISCHESKOMITEEFRNORMUNG ManagementCentre:ruedeStassart,36B1050Brussels 2004CEN Allrightsofexploitationinanyformandbyanymeansreserved worldwideforCENnationalMembers. Ref.No.CEN/TS14773:2004:ECEN/TS 14773:2004 (E) 2 Contents Page Foreword. 4 Introduction 5 1 Scope 6 2 Normative refer
16、ences . 6 3 Terms and definitions. 8 4 Loss as a quality of service indicator. 14 4.1 General. 14 4.2 Calculation and presentation of loss and substantial delay 15 4.2.1 General. 15 4.2.2 Period after which an item is considered to be lost or substantially delayed 15 4.2.3 Service performance indica
17、tor 15 5 Methodology 16 5.1 General. 16 5.2 Estimators 16 5.2.1 General. 16 5.2.2 Accuracy 16 5.2.3 Measurement results 17 5.2.4 Calculation of the accuracy . 17 5.2.5 Aggregation of results 17 5.3 Validation and control of panellist information . 17 5.3.1 General. 17 5.3.2 Panellist requirements 18
18、 5.3.3 Validation of information 18 5.4 Treatment of clusters of lost items . 18 6 Test mail characteristics 19 7 Report. 19 8 Quality control and auditing 20 Annex A (normative) Calculation of the accuracy of the estimator of the performance indicator . 21 Annex B (normative) Panellist management a
19、nd validation 24 B.1 Management, guidance, training and monitoring of panellists . 24 B.2 Item validation . 24 B.3 Panellists validation 25 Annex C (normative) Quality control and auditing 27 C.1 General. 27 C.2 Sending test items 27 C.3 Receiving test items . 27 Annex D (informative) Use of differe
20、nt rules for defining substantial delay 28 D.1 General. 28 D.2 Circumstances when additional analysis is appropriate 28 D.3 Reporting requirements for additional analyses . 29 Annex E (informative) Experience of measuring loss. 30 E.1 General. 30 E.2 Experience in Portugal . 30 CEN/TS 14773:2004 (E)
21、 3 E.2.1 General. 30 E.2.2 Brief description of the Portuguese system 30 E.3 Experience in United Kingdom 31 E.4 Experience in Germany 31 E.5 Comments from International Post Corporation . 31 E.5.1 General. 31 E.5.2 Response Rates (Referring to requirements under 5.3) . 32 E.5.3 Clustering (Referrin
22、g to requirements under 5.4) . 33 E.5.4 Sample sizes (Referring to Annex A) 33 E.5.5 Matching reality. 33 E.6 Comments from France 33 E.6.1 General. 33 E.6.2 Panel efficiency rate . 34 E.6.3 Confirmation procedures . 34 E.7 Concluding Remarks 35 Bibliography . 36 CEN/TS 14773:2004 (E) 4 Foreword Thi
23、s document (CEN/TS 14773:2004) 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 by publication of an identical text or by endorsement, at the latest by March
24、 2005, and conflicting national standards shall be withdrawn at the latest by March 2005. According to the CEN/CENELEC Internal Regulations, the national standards organizations of the following countries are bound to announce this CEN Technical Specification: Austria, Belgium, Cyprus, Czech Republi
25、c, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Slovakia, Slovenia, Spain, Sweden, Switzerland and United Kingdom. For compatibility between CEN and UPU versions of this document, th
26、e term document is used. In a CEN context, this should be interpreted as being equivalent to the deliverable mentioned on the title page of this document. In a UPU context, this should be interpreted as being equivalent to standard.“ CEN/TS 14773:2004 (E) 5 Introduction In the Green paper on postal
27、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 included the reliability of services and t
28、reatment of problems of loss, theft and damage. CEN was asked to draw up standards related to the methodology for the measurement of loss of mail at reasonable cost for some mail types within the universal service. There has been only limited experience in using sample surveys to measure the level o
29、f loss in postal services and it is not possible to define a standard for measurement at present. However it is possible to set out the main requirements that would probably be included in such a standard in order that the methodology may be applied and tested. Once this has been done and experience
30、 has been gained this document may be developed into a standard. This document sets out a methodology for a more precise measure of the level of loss and substantial delay of single piece priority letters than can be obtained from the measurement of complaints. This document refers to a number of pr
31、inciples and minimum requirements to be applied for the measurement of the level of loss and substantial delay of national and cross-border priority and first class letter mail. Annex E of this document describes the experience of measuring loss and contains comments relating to the implementation o
32、f the Technical Specification which have already been reported to CEN. Since the Technical Specification is to some extent experimental, CEN would particularly like to collect experience on its use from those who have implemented it. This will be valuable in determining how the Technical Specificati
33、on may best be developed into a standard. CEN/TS 14773:2004 (E) 6 1 Scope This document specifies methods for measuring the level of loss and substantial delay, using a survey of test letters, of domestic and cross-border priority and first class single piece letter mail, collected, processed and di
34、stributed by postal service operators. It is impossible in practice to distinguish between items which will never arrive and items which have been delayed for a very long time. A minimum period is therefore defined after which an item that has been sent shall be treated as if it has been lost or sub
35、stantially delayed for the purposes of measurement. The resulting overall figure for loss and substantial delay is to be expressed as a percentage of the total posted priority and first class single piece mail. This indicator does not measure the postal operators overall performance in a way which p
36、rovides direct comparison of postal service operators, and does not include other service performance indicators other than those related to loss and substantial delay. According to this document, loss and substantial delay is estimated within specified accuracy limits. When the level of loss is ver
37、y small it may only be possible to estimate an upper limit for the level of loss. This document has been developed from and is compatible with the requirements of EN 13850 for the measurement of the transit time of end-to-end services for single piece priority mail and first class mail, so that the
38、same survey may be used to measure loss and substantial delay and on-time performance. Thus it comprises a set of requirements for the design of a measuring system involving the selection and distribution of test letters sent and received by selected panellists, according to a specification that ens
39、ures that the test letter sample design is representative of the real mail flows. This document 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
40、 their offices or give their mail directly at postal service operators sorting centres. For technical reasons this document may not in all parts be suitable for the measuring of very small volumes of mail and for operators with limited coverage. This document is not applicable for measuring the leve
41、l of loss or substantial delay for large bulk mailers services and hybrid mail which require different measurement systems and methodologies. This document includes specifications for the quality control and auditing of the measurement system and for the reporting of loss and substantial delay of ma
42、il. 2 Normative references The following referenced documents are indispensable for the application of this document. For dated references, only the edition cited applies. For undated references, the latest edition of the referenced document (including any amendments) applies. EN 13850:2002, Postal
43、services - Quality of service - Measurement of the transit time of end-to-end services for single piece priority mail and first class mail EN 14012, Postal services - Quality of service - Measurement of complaints and redress procedures. EN ISO 9000, Quality management systems Fundamentals and vocab
44、ulary (ISO 9000:2000). ISO 3534-1:1993, Statistics Vocabulary and symbols Part 1: Probability and general statistical terms. CEN/TS 14773:2004 (E) 7 ISO 3534-2:1993, Statistics Vocabulary and symbols Part 2: Statistical quality control. ISO 19011, Guidelines for quality and/or environmental manageme
45、nt systems auditing International Chamber of Commerce / ESOMAR International Code of Marketing and Social Research Practice, with attachments. 1)1)This document can be obtained from www.esomar.org and from www.iccwbo.org . ESOMAR Central Secretariat (emailesomar.nl) CEN/TS 14773:2004 (E) 8 3 Terms a
46、nd definitions For the purposes of this document 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 co
47、mmon systematic error or bias component ISO 3534-1:1993. NOTE 2 In this document the accuracy is given by the length of the confidence interval at the confidence level 95 % for the parameter being estimated, namely the probability of being lost or substantially delayed 3.2 aggregation compounding of
48、 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 3534-1:1993 3.5 business bodies, other than households, that receive and send mail 3.6 characteristi
