1、April 2013Translation by DIN-Sprachendienst.English price group 33No part of this translation may be reproduced without prior permission ofDIN Deutsches Institut fr Normung e. V., Berlin. Beuth Verlag GmbH, 10772 Berlin, Germany,has the exclusive right of sale for German Standards (DIN-Normen).ICS 0
2、3.240!*“7615957www.din.deDDIN EN 13850Postal services Quality of service Measurement of the transit time of end-to-end services for single piecepriority mail and first class mail;English version EN 13850:2012,English translation of DIN EN 13850:2013-04Postalische Dienstleistungen Dienstqualitt Messu
3、ng der Durchlaufzeit von Einzelbriefsendungen mit Vorrang undEinzelbriefsendungen erster Klasse von Ende zu Ende;Englische Fassung EN 13850:2012,Englische bersetzung von DIN EN 13850:2013-04Services postaux Qualit de service Mesure du dlai dacheminement des services de bout en bout pour le courrier
4、prioritairegren et de premire classe;Version anglaise EN 13850:2012,Traduction anglaise de DIN EN 13850:2013-04SupersedesDIN EN 13850:2007-06www.beuth.deIn case of doubt, the German-language original shall be considered authoritative.Document comprises 120 pages04.13 DIN EN 13850:2013-04 2 A comma i
5、s used as the decimal marker. National foreword This document (EN 13850:2012) has been prepared by Technical Committee CEN/TC 331 “Postal services” (Secretariat: NEN, Netherlands). The responsible German body involved in its preparation was the Normenausschuss Informationstechnik und Anwendungen (In
6、formation Technology and selected IT Applications Standards Committee), Working Committee NA 043-03-04 AA Postalische Dienstleistungen. The DIN Standards corresponding to the International Standards referred to in this document are as follows: ISO 3534-1 DIN ISO 3534-1 ISO 3534-2 DIN ISO 3534-2 ISO
7、10005 DIN ISO 10005 ISO 10007 DIN ISO 10007 Amendments This standard differs from DIN EN 13850:2007-06 as follows: a) the title of the German version has been modified to better suit the scope of DIN EN 13850 (i.e. it covers the entire end-to-end transit time measured from the time the post is colle
8、cted from the letterbox to the point of delivery to the addressee); b) Clause 4 “Symbols and abbreviations” has been added; c) Clause 6 “Methodology” has been completely revised to take into account specific local, regional and national circumstances, experience gained by all stakeholders since impl
9、ementation of the standard, and the combination with a clause on test item characteristics: d) Clause 7 “Report” has been completely revised for the reasons cited under item c); e) Clause 8 “Quality control and auditing” has been extended to include further requirements; f) Clause 9 “The annexes” ha
10、s been added to provide an introduction to the use of the annexes; g) the informative Annexes E to J have been included, based on the revised version of Technical Report CEN/TR 14709 “Postal services Quality of service Guide for the implementation of EN 13850”. Previous editions DIN EN 13850: 2002-0
11、9, 2007-06 DIN EN 13850:2013-04 3 National Annex NA (informative) Bibliography DIN ISO 3534-1, Statistics Vocabulary and symbols Part 1: General statistical terms and terms used in probability DIN ISO 3534-2, Statistics Vocabulary and symbols Part 2: Applied statistics DIN ISO 10005, Quality managem
12、ent systems Guidelines for quality plans DIN ISO 10007, Quality management systems Guidelines for configuration management DIN EN 13850:2013-04 4 This page is intentionally blank EUROPEAN STANDARD NORME EUROPENNE EUROPISCHE NORM EN 13850 December 2012 ICS 03.240 Supersedes EN 13850:2002+A1:2007Engli
13、sh 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 postaux - Qualit de service - Mesure du dlai dacheminement des services de bout en bout pour le courrier prioritaire gren et de premi
14、re classe Postalische Dienstleistungen - Dienstqualitt - Messung der Durchlaufzeit von Einzelbriefsendungen mit Vorrang und Einzelbriefsendungen erster Klasse von Ende zu Ende This European Standard was approved by CEN on 27 October 2012. CEN members are bound to comply with the CEN/CENELEC Internal
15、 Regulations which stipulate the conditions for giving 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
16、 member. This European Standard exists in three official 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 versio
17、ns. CEN members are the national standards bodies of 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, Po
18、land, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland, Turkey and United Kingdom. EUROPEAN COMMITTEE FOR STANDARDIZATION COMIT EUROPEN DE NORMALISATION EUROPISCHES KOMITEE FR NORMUNG Management Centre: Avenue Marnix 17, B-1000 Brussels 2012 CEN All rights of exploitation in any for
19、m and by any means reserved worldwide for CEN national Members. Ref. No. EN 13850:2012: EContents 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-of
20、-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 Sample Size (MSS)
21、 . 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 . 21 6.4.2 Determination of
22、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 measurement. 25 6.7 Unbiased sample design . 2
23、6 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 changes due to annual mail characteristic and
24、 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 2DIN EN 13850:2013-04 EN 13850:2012 (E) PageA.1.1 General . 32 A.1.2 Two stage sampling approach. 32 A.1.3 Covariance / Stratification
25、/ Accuracy calculation 32 A.1.4 The design factor . 32 A.2 Symbols 33 A.3 Variance 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 weigh
26、ted sample design 35 A.4.2 Final weight of the individual item. 35 A.4.3 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 app
27、roximation . 40 Annex B (normative) Transit Time Calculation Rule . 41 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
28、Tuesday-Saturday 43 B.2.3 Rule 3: Collection Monday-Friday / Delivery 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
29、B.2.7 Rule 7: Collection Sunday-Friday / Delivery Monday-Saturday . 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.
30、5 Receiving test items . 50 C.1.6 Data collection 50 C.1.7 Data 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
31、 C.4 Audit of the Quality-of-Service measurement system 53 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
32、 D.1.1 Scope 54 D.1.2 Measurement period 54 D.1.3 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 DIN EN 13850:2013-04 EN 13850:2012 (E) 3E.2 Benefits of QoS standards
33、. 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 EN 13850 60 F.1 Limitations of EN 13850 . 60 F.2 Responsibilities 60 F.2.1 General . 60 F.2.2 Regulatory authority 61
34、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.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
35、 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 . 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.
36、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.2.1 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 Ann
37、ex 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 (testing 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
38、 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 . 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 We
39、ighting caps. 93 H.5 Reporting of results . 95 H.5.1 Reporting 95 H.5.2 Archiving 97 4DIN EN 13850:2013-04 EN 13850:2012 (E) 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 auditor 99 H.6.5 Frequency of audit . 99 H.7 Implementation t
40、imetables 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 capping system . 103 I.2 Recommendations for the application of the ru
41、les. 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.4 General Example for a national yearly result 107 I.4.1 Introduction 1
42、07 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 results up to 96 % 113 I.5.3 Fully proportional sample 113 I.5.4 Single induct
43、ion / 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 Size (MSS) . 115 J.1.2 MSS for flows with small real mail volumes . 115 J.2 Transit-time ca
44、lculation rule 116 J.3 Accuracy calculation method 116 J.3.1 Improved applicability 116 J.3.2 Reduced bias in calculation. 116 DIN EN 13850:2013-04 EN 13850:2012 (E) 5Foreword This document (EN 13850:2012) has been prepared by Technical Committee CEN/TC 331 “Postal Services”, the secretariat of whic
45、h 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 June 2013, and conflicting national standards shall be withdrawn at the latest by June 2013. Attention is drawn to the possibility
46、 that some of the elements of this document 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 o
47、rganisations of the following countries are bound to implement this European 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, Luxembou
48、rg, Malta, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland, Turkey and the United Kingdom. 6DIN EN 13850:2013-04 EN 13850:2012 (E) 0 Introduction 0.1 General The European Commission emphasises the need to have common rules for the development of communi
49、ty postal services and the improvement of Quality-of-Service (QoS). The Commission has identified requirements for postal QoS-Measurement systems that include: Independent end-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 a
