1、BRITISH STANDARD BS EN 14137:2003 Postal services Quality of service Measurement of loss of registered mail and other types of postal service using a track and trace system The European Standard EN 14137:2003 has the status of a British Standard ICS 03.240 BS EN 14137:2003 This British Standard, was
2、 published under the authority of the Standards Policy and Strategy Committee on 16 September 2003 BSI 16 September 2003 ISBN 0 580 42643 2 National foreword This British Standard is the official English language version of EN 14137:2003. The UK participation in its preparation was entrusted to Tech
3、nical Committee SVS/4, Postal services, which has the responsibility to: A list of organizations represented on this committee can be obtained on request to its secretary. Cross-references The British Standards which implement international or European publications referred to in this document may b
4、e 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. This publication does not purport to include all the necessary provisions of a contract. Users are
5、 responsible for its correct application. Compliance with a British Standard does not of itself confer immunity from legal obligations. aid enquirers to understand the text; present to the responsible international/European committee any enquiries on the interpretation, or proposals for change, and
6、keep the UK interests informed; monitor related international and European developments and promulgate them in the UK. Summary of pages This document comprises a front cover, an inside front cover, the EN title page, pages 2 to 25 and a back cover. The BSI copyright notice displayed in this document
7、 indicates when the document was last issued. Amendments issued since publication Amd. No. Date CommentsEUROPEANSTANDARD NORMEEUROPENNE EUROPISCHENORM EN14137 September2003 ICS03.240 Englishversion PostalservicesQualityofserviceMeasurementoflossof registeredmailandothertypesofpostalserviceusingatrac
8、k andtracesystem ServicespostauxQualitduserviceMesuredelaperte ducourrierrecommandetdautrestypesdeservices postauxparunsystmedetraabilitetdereprage PostalischeDienstleistungenDienstqualittMessung desVerlustsregistrierterSendungenundanderer PostdienstemitHilfeeines“trackandtrace”Systems ThisEuropeanS
9、tandardwasapprovedbyCENon12June2003. CENmembersareboundtocomplywiththeCEN/CENELECInternalRegulationswhichstipulatetheconditionsforgivingthisEurope an Standardthestatusofanationalstandardwithoutanyalteration.Uptodatelistsandbibliographicalreferencesconcernings uchnational standardsmaybeobtainedonappl
10、icationtotheManagementCentreortoanyCENmember. ThisEuropeanStandardexistsinthreeofficialversions(English,French,German).Aversioninanyotherlanguagemadebytra nslation undertheresponsibilityofaCENmemberintoitsownlanguageandnotifiedtotheManagementCentrehasthesamestatusasthe official versions. CENmembersa
11、rethenationalstandardsbodiesofAustria,Belgium,CzechRepublic,Denmark,Finland,France,Germany,Greece, Hungary,Iceland,Ireland,Italy,Luxembourg,Malta,Netherlands,Norway,Portugal,Slovakia,Spain,Sweden,SwitzerlandandUn ited Kingdom. EUROPEANCOMMITTEEFORSTANDARDIZATION COMITEUROPENDENORMALISATION EUROPISCH
12、ESKOMITEEFRNORMUNG ManagementCentre:ruedeStassart,36B1050Brussels 2003CEN Allrightsofexploitationinanyformandbyanymeansreserved worldwideforCENnationalMembers. Ref.No.EN14137:2003EEN14137:2003(E) 2 Contents Page Foreword3 Introduction .4 1 Scope 5 2 Normativereferences 6 3 Termsanddefinitions . 7 4
13、Measurement9 4.1 General9 4.2 Minimumperiodbeforeanitemisconsideredtobelostorsubstantiallydelayed9 4.3 Calculationofnumberoflostorsubstantiallydelayeditems 10 4.4 Informationtoberecordedfordomesticmail 11 4.5 Informationtoberecordedforcrossbordermail 11 5 Methodology 14 5.1 Monitoringsystem . 14 5.2
14、 Itemsnotreportedasdelivered. 14 5.3 Itemsincorrectlyrecordedasdelivered . .15 5.4 Itemsnotrecordedonthemonitoringsystem. 16 5.5 Accuracyrequirements . 16 6 Reporting17 6.1 General17 6.2 Domesticmail. .17 6.3 Crossbordermail. .17 7 Qualitycontrol . 19 AnnexA (normative)Calculationofaccuracy .20 A.1
15、Calculationoflossrate .20 A.2 Accuracyofthelossrate . .21 A.3 Estimationofaccuracy .21 AnnexB (informative)Calculationoflossofregisteredmail 23 Bibliography 25EN14137:2003(E) 3 Foreword Thisdocument(EN14137:2003)hasbeenpreparedbyTechnicalCommitteeCEN/TC331,“Postalservices“,the secretariatofwhichishe
16、ldbyNEN. ThisEuropeanStandardshallbegiventhestatusofanationalstandard,eitherbypublicationofanidenticaltextor byendorsement,atthelatestbyMarch2004,andconflictingnationalstandardsshallbewithdrawnatthelatestby March2004. ThisdocumenthasbeenpreparedunderamandategiventoCENbytheEuropeanCommissionandtheEur
17、opean FreeTradeAssociation. AnnexAisnormative.AnnexBisinformative. ThisdocumentincludesaBibliography. AccordingtotheCEN/CENELECInternalRegulations,thenationalstandardsorganizationsofthefollowing countriesareboundtoimplementthisEuropeanStandard:Austria,Belgium,CzechRepublic,Denmark,Finland, France,Ge
18、rmany,Greece,Hungary,Iceland,Ireland,Italy,Luxembourg,Malta,Netherlands,Norway,Portugal, Slovakia,Spain,Sweden,SwitzerlandandtheUnitedKingdom.EN14137:2003(E) 4 Introduction IntheGreenpaperonpostalservices1992theEuropeanCommissionemphasisedtheneedtoestablish commonrulesforthedevelopmentofcommunitypos
19、talservicesandtheimprovementofqualityofservice.The Commissionidentifiedrequirementsforqualityofservicemeasurementthatincludedthereliabilityofservicesand treatmentofproblemsofloss,theftanddamage. CENwasaskedtodrawupstandardsrelatedtothemethodologyforthemeasurementoflossofmailat reasonablecostforsomem
20、ailtypeswithintheuniversalservice. Thisstandardreferstoanumberofprinciplesandminimumrequirementstobeappliedforthemeasurementofthe leveloflossofdomesticandcrossborderregisteredlettermail.EN14137:2003(E) 5 1Scope ThisEuropeanStandardspecifiesmethodsformeasuringtheleveloflossandsubstantialdelayofdomest
21、icand crossborderregisteredlettermail,collected,processedanddeliveredbypostalserviceproviders.Theresulting overallfigureforlossandsubstantialdelayisexpressedasapercentageofthetotalpostedregisteredmail collectedorreceivedbythepostalserviceproviders. ThisEuropeanStandardisapplicableonlytothoseservicep
22、roviderswhichhaveameasurementsysteminplace which recordseachitemasitisposted, recordseachitemasitisdelivered, can,bycomparingtheserecords,countthenumberofitemswhichhavebeenpostedandnotdelivered. ThisEuropeanStandardcanbeusedifappropriatetomeasuretheleveloflossofothertypesofpostalitemsfor whichsucham
23、easurementsystemisinoperation. ThisEuropeanStandardspecifiesrequirementsforthedesignandoperationofthemeasurementsystemandfor otherprocedurestoallowtheleveloflosstobecalculated. ThisEuropeanStandarddoesnotspecifytechnicalrequirementsforthedesignandoperationofaregisteredletter service,exceptforpurpose
24、sofmeasurement.Itdoesnotdealwiththetechnicalrequirementsofatrackandtrace system. ThisEuropeanStandardincludesspecificationsforthequalitycontrolofthemeasurementsystemandforthe reportingoflossofmail.EN14137:2003(E) 6 2 Normativereferences ThisEuropeanStandardincorporatesbydatedorundatedreference,provi
25、sionsfromotherpublications.These normativereferencesarecitedattheappropriateplacesinthetext,andthepublicationsarelistedhereafter.For datedreferences,subsequentamendmentstoorrevisionsofanyofthesepublicationsapplytothisEuropean Standardonlywhenincorporatedinitbyamendmentorrevision.Forundatedreferences
26、thelatesteditionofthe publicationreferredtoapplies(includingamendments). EN13850 2002 PostalservicesQualityofserviceMeasurementofthetransittimeof endtoendservicesforsinglepieceprioritymailandfirstclassmail. EN14012 PostalservicesQualityofserviceMeasurementsofcomplaintsand redressprocedures. ISO19011
27、 Guidelinesforqualityand/orenvironmentalmanagementsystemsauditing. UPUS2 1 BarcodeSymbologyforPostalItems. 1 UPUdocumentsareavailablefromtheUniversalPostalUnionInternationalBureau: CasePostale13,CH3000Berne15,Switzerland Tel:+41.31.350.3111;Fax:+41.31.350.3110; URL:http:/ www.upu.intEN14137:2003(E)
28、7 3 Termsanddefinitions ForthepurposesofthisEuropeanStandard,thefollowingtermsanddefinitionsapply. 3.1 complainant anynaturalorlegalpersonwhomakesacomplaintEN14012 3.2 complaint communicationfromacomplainantaboutsomethingthatdoesnotmeethisorherexpectationsaboutthepostal serviceorthe“CustomerCharter”
29、EN14012 NOTE1Inrelationwithcomplaints,theexpression“postalservice”includesclaimedorproposedservicelevels,specific requirementsofthepostalservice,serviceregulations,anddeliveryconditions. NOTE2Suggestions,communications,serviceenquiries,andrequestsforinformationarenotconsideredascomplaints. NOTE3A“Cu
30、stomerCharter”isastatementpublishedbytheserviceprovidercontainingcommitmentstocustomersorusers. 3.3 itemarrivinglate postalitemdeliveredtotherecipientinatimelongerthantheserviceproviderspromisedservicestandardbut withinaspecifiedperiodoftime NOTEThespecifiedperiodisdefinedin4.2ofthisEuropeanStandard
31、 cf. lostorsubstantiallydelayed(3.5) 3.4 justifiedcomplaint complaintregardingasubjectforwhichtheserviceprovider,afterinvestigationifnecessary,recognisesthatitmay nothavefulfilleditsobligationsinwholeorinpartEN14012 NOTE Examplesoftheobligationsoftheserviceproviderareitsgeneraltermsandconditionsand
32、itsregulatoryandlegal requirements. 3.5 lostorsubstantiallydelayed(item) postalitemnotdelivered,inwholeorinpart,totherecipientwithinaspecifiedperiodoftime NOTE1Thespecifiedperiodisdefinedin4.2ofthisEuropeanStandard. NOTE2Itemsthatcanneitherbedeliveredtotheintendedreceivernorreturnedtosender,because,
33、forexample,theyare incorrectlyaddressed,shouldnotbecountedaslostforthepurposesofthisEuropeanStandard. cf. itemarrivinglate(3.3) 3.6 ontimeperformance proportionofitemswithtransittimesmeetingthespecificationEN13850 Formaldefinition: ) ( 1 i X ) ( 1 t N i t N where ) (t N isthetotalnumberofpostalitems
34、inductedduringtheperiod, and 1 i X ifpostalitems fulfilsthespecificationandotherwise 0 i XEN14137:2003(E) 8 3.7 registereditem,registeredletter letterpost itemforwhichthesenderhaspaidfordeliveryagainstsignatureandispaidcompensationinthecaseof loss,rifling,ortheft NOTE Registereditemsforthepurposesof
35、thisEuropeanStandardcanincludebothserviceswhereacompensationispaid andserviceswhereitisnot. 3.8 servicestandard standardthatspecifiesrequirementstobefulfilledbyaservicetoestablishitsfitnessforpurposeEN45020 NOTE1Inthisstandard,theservicestandardisthenumberofworkingdayswithinwhichtimeanitemshouldnorm
36、allybe delivered. NOTE2TheservicestandardissometimesexpressedintheformJ+n,wherenisthenumberofworkingdays.Forexample, aservicestandardofJ+1meansthatanitemshouldnormallybedeliveredonthenextworkingdayafterposting. 3.9 user anynaturalorlegalpersonbenefitingfrompostalservices NOTEAsenderorrecipientofapos
37、talitemisauser.EN14137:2003(E) 9 4Measurement 4.1General Registereditemsarerecordedwhentheyarepostedandwhentheyaredelivered,andsystemsshallalsobein placesothatitcanbeconfirmedwhetherornotanitemhasbeenpostedanddelivered. Amonitoringsystemshallbeinoperationtoallowpostinganddeliveryrecordstobecomparedf
38、orallitems.Itshall bepossibletocountthenumberofitemswhichwerepostedinaperiodandthenumberofthesewhichwere actuallydelivered. Statisticalchecksshallbemadeforthefollowingtypesofrecordingerrors. itemswithoutarecordofdeliveryinthemonitoringsystembutwhichhaveactuallybeenreceived. itemswitharecordofdeliver
39、yinthemonitoringsystembutwhichhavenotactuallybeenreceived. itemswhicharemissingfromthemonitoringsystem. Thelevelofrecordingerrorsofeachtypeshallbecomparedwiththespecifiedcontrollimitsandcorrectionsshall bemadetothelevelofloss,accordingtotherequirementsof5.2,5.3and5.4ofthisEuropeanStandard. NOTE Thes
40、tatisticalcontrolchecksrequirealinktothecomplaintshandlingsystem. 4.2 Minimumperiodbeforeanitemisconsideredtobelostorsubstantiallydelayed Atagivenmoment,itisimpossibleinpracticetodistinguishbetweenitemsthatwillneverarriveanditemsthat havebeendelayedforanexceptionallylongtime.Itisthereforenecessaryto
41、defineaminimumperiodafterwhich anitemthathasbeensentcanbetreatedasifithasbeenlostforthepurposesofthismeasurement. Forthepurposesofmeasurement,anitemshallbeclassifiedaslostorsubstantiallydelayediftheitemhasnot beenreceivedwithinthenumberofdaysshowninTable1. Table1Definitionofsubstantialdelay ServiceS
42、tandard J+1 J+2 J+3 OverJ+3 orno standard Domesticmail 7 13 20 27 Crossbordermail 10 20 30 40 a NOTEInTable1,J+ nmeansanontimeservicestandardofdeliverywithin nworkingdaysafterthe dateofposting. a Exceptionally,forcrossbordermailonrouteswheredelaysof40daysormorearenotunusual,a longerperiodthan40daysm
43、aybeusedtodefinesubstantialdelay. AsthefiguresinTable1show,theminimumperiodrequiredisrelatedtotheservicestandard,e.g.J+1for domesticfirstclassmail.Thecolumnheaded“OverJ+3”shouldbeusedforpostalitemsforwhichnoservice standardhasbeendefined.EN14137:2003(E) 10 Indeterminingsubstantialdelay,nonfunctioningoftheserviceprovideranddaysofstrikesorindustrialdisputes shallnotbedeductedfromtheperiodofdelivery
