1、DRAFT FOR DEVELOPMENTDD CEN/TS 15511:2008Postal services Quality of service Information available on postal servicesICS 03.240g49g50g3g38g50g51g60g44g49g42g3g58g44g55g43g50g56g55g3g37g54g44g3g51g40g53g48g44g54g54g44g50g49g3g40g59g38g40g51g55g3g36g54g3g51g40g53g48g44g55g55g40g39g3g37g60g3g38g50g51g60
2、g53g44g42g43g55g3g47g36g58DD CEN/TS 15511:2008This Draft for Development was published under the authority of the Standards Policy and Strategy Committee on 30 June 2008 BSI 2008ISBN 978 0 580 56951 7National forewordThis Draft for Development is the UK implementation of CEN/TS 15511:2008.This publi
3、cation is not to be regarded as a British Standard.It is being issued in the Draft for Development series of publications and is of a provisional nature. It should be applied on this provisional basis, so that information and experience of its practical application can be obtained.Comments arising f
4、rom 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 not later than three years after its publication by the European organizati
5、on so that a decision can be taken on its status. 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 BSI Committee will decide whether to suppor
6、t the conversion into a European Standard, to extend the life of the Technical Specification or to withdraw it. Comments should be sent to the Secretary of the responsible BSI Technical Committee at British Standards House, 389 Chiswick High Road, London W4 4AL.The UK participation in its preparatio
7、n 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 contract. Users are responsible for its correct application.A
8、mendments/corrigenda issued since publicationDate CommentsTECHNICAL SPECIFICATIONSPCIFICATION TECHNIQUETECHNISCHE SPEZIFIKATIONCEN/TS 15511April 2008ICS 03.240English VersionPostal services - Quality of service - Information available onpostal servicesServices postaux - Qualit de service - Informati
9、ondisponible sur les services postauxPostalische Deinstleistungen - Dienstqualitt - VerfgbareInformationen ber postalische DienstleistungenThis Technical Specification (CEN/TS) was approved by CEN on 10 December 2007 for provisional application.The period of validity of this CEN/TS is limited initia
10、lly to three years. After two years the members of CEN will be requested to submit theircomments, particularly on the question whether the CEN/TS can be converted into a European Standard.CEN members are required to announce the existence of this CEN/TS in the same way as for an EN and to make the C
11、EN/TS availablepromptly at national level in an appropriate form. It is permissible to keep conflicting national standards in force (in parallel to the CEN/TS)until the final decision about the possible conversion of the CEN/TS into an EN is reached.CEN members are the national standards bodies of A
12、ustria, Belgium, Bulgaria, Cyprus, Czech Republic, Denmark, Estonia, Finland,France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal,Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland and United Kingdom.EUROPEAN COMM
13、ITTEE FOR STANDARDIZATIONCOMIT EUROPEN DE NORMALISATIONEUROPISCHES KOMITEE FR NORMUNGManagement Centre: rue de Stassart, 36 B-1050 Brussels 2008 CEN All rights of exploitation in any form and by any means reservedworldwide for CEN national Members.Ref. No. CEN/TS 15511:2008: E2 Contents Page Forewor
14、d4 Introduction .5 1 Scope 6 2 Normative References.6 3 Terms and definitions .6 4 Availability of information as a QoS Indicator9 4.1 General9 4.2 Structural Characteristics.9 4.2.1 General9 4.2.2 A: Type of Access Point10 4.2.3 B: Type of Information Channel .10 4.2.4 C: Type of Information 10 4.2
15、.5 D: Type of Indicator .10 4.3 Quality Indicators.10 4.3.1 Address of a Postal Access Point10 4.3.2 Location of a Postal Access Point at a given Address11 4.3.4 Opening Hours.12 4.3.5 Universal Services.13 4.3.6 Last Collection Time (Posting Time / Acceptance Time).14 4.3.7 Access to Complaint Mana
16、gement X is the number of tests where the information is available; z1- / 2is the standard normal distribution function with value 1-/2. Pis an auxiliary variable calculated as: CEN/TS 15511:200820 22/122/12/+=znzXP (4) EXAMPLE Suppose that the sample size for a level 1 quality indicator is 500 (= n
17、) and the number of tests where relevant information was available is 450 (= X). Then the measured availability is X / n = 90 %. For a 95 % confidence interval there is z1- / 2= 1,96. Then we get: The auxiliary variable P= (450+1,962/2) / (500+1,962) = 89,70%, The lower confidence bound = 0,896951,9
18、6 x 0,89695 x (10,89695) / (500 + 1,962) = 87,04%, and The upper confidence bound = 0,89695+1,96 x 0,89695 x (10,89695) / (500 + 1,962) = 92,35%. This means that the true but unknown level of availability is covered by the 95 % confidence interval 87,04 % ; 92,35 % and the measured level of availabi
19、lity of 90 % has a precision of 2,96 % and +2,35 %, which holds the accuracy level. 5.6 Weighting of the results 5.6.1 Weighting according to the sample design For the discriminant types of access-point the sample design shall be based on a fully proportional model. The geographic stratification may
20、 be based on a disproportional model. In a disproportional model, an aggregated result can only be achieved as a sum of weighted strata results. If the sample design is based on a disproportional geographical model, weighting of the geographical strata shall be implemented in the calculation to rest
21、ore proportionality. The strata weights shall be determined based on census data. 5.6.2 Weighting due to failed measurement or invalid answers The correct proportions of mystery shopper visits for the geographical/population strata or for the discriminant types of access point may not be achieved, d
22、ue to cases of failed measurements (e.g. closed post offices etc.) or invalid answers. Corrective weighting shall be implemented to restore the proportionality of the access point visits according to the following procedure: All strata shall be weighted in reference to census data (population) and p
23、ostal data (discriminant types of access points), Proportions of valid answers shall not differ relatively by more or less than 20 % of the target proportions for each type of access point on an annual basis. EXAMPLE (type: Post Office): A requirement that 30 % of test items shall be posted in a Pos
24、t Office shall fulfil 30 % * 20 % = 6 % on an annual basis. CEN/TS 15511:200821 5.6.3 Changes of access point characteristics and population density The sample design in reference to geographical model and discriminant types of access point shall be reviewed at least every third year based on up-to-
25、date information. Information from the most recent 12 months period available shall be used at the time when: Sample design for the next measurement period is defined; Weights for the annual report are calculated. NOTE Census or postal data may be updated between designing of the sample and reportin
26、g. If data is available from the measurement period itself, this data shall be used for calculating the annual report. The sample design update shall be implemented by resetting the number of necessary access point visits or calls in each stratum. 5.6.4 Aggregation of results For the aggregation of
27、results, each answer is assigned its individual corrective weight. The weight depends on the target proportion of the stratum the access point visit belongs to. EXAMPLE 1 The corrective weight for the geographical area is 200 % and for discriminant type of access point 110 %. The sample size is 100.
28、 Then the individual corrective weight could be calculated as: 2 * 1,1 / 100 = 0,022 . The final weights for each valid answer shall not vary more than between 25 % and 400 % around the value of 1/sample size. EXAMPLE 2 With a sample size of 100 valid answers each weight shall be within the interval
29、 0,0025 ; 0,04 . 6. Mystery Shopper Approach 6.1 General To conduct an availability of information measurement it is recommended to use the Mystery Shopper Approach. The mystery shopper takes the role of the customer and registers the level of service that is offered. The mystery shopper shall be we
30、ll prepared for the task. Every move of the mystery shopper shall be pre-planned carefully, which includes the method in which the information of interest is gathered and recorded. The appearance of the mystery shopper shall be that of a regular customer. It is of great importance that no hints on t
31、he real purpose of the visit are given. This secures that the mystery shopper is served the same way, as a regular customer would be in this situation. The mystery shopper shall be provided with a different set of questions in each consecutive measurement period, which is relevant for the access poi
32、nt visited, or shall be deployed to another access point, so that the risk of identifying him is kept at minimum. It is recommended to adapt the form and content of questioning to the local circumstances of the access point, as far as the aim of the measurement allows it. The mystery shopper shall f
33、irst of all record (or “measure”) physical facts connected to technical or human aspects of the service (factual information). All questions regarding factual information shall be asked in closed form. CEN/TS 15511:200822 Moreover, the mystery shopper should, while conducting the measurement, additi
34、onally record the impression he gets on subjective factors like for example friendliness or helpfulness of the staff, that can be used as indicators in fields of study relating to, for example, customer satisfaction, which forms no part of this Technical Specification. Furthermore the may collect in
35、formation on subjects not directly related to this Technical Specification as, for example, how well marketing strategies of the operators are carried out at the access points. This mystery shopper measurement as proposed in this Technical Specification may be added to an existing mystery shopper me
36、asurement. Also, new fields of study may be included to the Mystery Shopper Quality of Service at the request of the operator. The course of each Mystery Shopper Visit shall be sufficiently detailed in a questionnaire. The course of the visit shall be planned in a way that keeps the mystery shopper
37、inconspicuous to the staff. The mystery shopper shall record at each visit, if special arrangements are in place at the access point to facilitate equal access for all postal customers (see Annex C for a list of special arrangements to make the information available). Resulting from this the questio
38、nnaire should contain tasks that can be done generally, for example a check for the opening hours, as well as tasks that can only be done one at a time, for example the gathering of information on different universal services. 6.2 Type of Information Channel 6.2.1 Visit at the Access Point 6.2.1.1 G
39、eneral The mystery shopper shall be deployed to one or more of the following types of access-points to collect the necessary information: Pillar box, Post office or Shop with a full range of universal postal service, Mobile Postal Outlet with predictable opening hours at fixed stationary points, Pic
40、k-up point for collecting parcels, registered or insured letters, all of which are local logistic units that require a more or less elaborate network of mystery shoppers to cover a whole country (see chapter 4.3). Concerning the collection of data about the availability of information, the main sour
41、ces for the mystery shoppers are: Information put on an official sign or table displayed at the premises, Information printed on brochures or leaflets, Information given personally by the staff of the premises themselves. 6.2.1.2 Pillar Box If official information is publicly available or provided b
42、y the postal operator on the location of pillar-boxes, mystery shoppers shall visit these according to the sample plan. The Information about collection days and collection times shall be checked. If information is available about the actual next collection time this shall be recorded as well. CEN/T
43、S 15511:200823 The mystery shopper should also register, if other additional information is given, for example: Nearest other pillar box, preferably with extended service (later collection time), Nearest postal access point providing a full range of universal postal services, If it is not for genera
44、l service (for example a meter-box), If the post-box offers special services (like night clearances for regional addressees). 6.2.1.3 Access Points providing a full range of universal Postal Services If official information is publicly available or provided by the postal operator on the location of
45、post offices or other access points providing a full range of universal postal services, mystery shoppers shall visit these according to the sample plan. The first thing the mystery shopper must check is whether the postal access point exists at the given address and if a postal service counter can
46、be found there easily. If he stands outside the postal access point he shall check if the opening hours can be found on the outside or on a special sign in case of a mobile postal outlet12. On entering the postal access point the mystery shopper shall behave like a regular customer. In the questionn
47、aire the mystery shopper shall be provided with a distinct, preset question about the one aspect of postal information he has to test, for example to which to complain to since his parcel is damaged. The measurement system shall be set up in a way that throughout the country all relevant service inf
48、ormation is tested at a random but representative pattern that secures that all sorts of information get their share within the design (see clause 5). The mystery shopper shall try to find written information on the relevant aspects of the test first, preferably in the form of something that he can
49、take with him for further examination (brochures or leaflets). If no written information is available or if the nature of the information is so that it can only be obtained by conversation, he shall ask the staff. He is allowed to make notes on a neutral block or paper. If a special information-counter is available he shall choose this one, otherwise he shall go to the regular counters. For the choice of counters, a sampling method shall be applied that reduces the element of choice for the myst
