1、June 2016 English price group 11No 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 03.240!%VpX“2517753www.din.deDIN EN
2、 14508Postal services Quality of service Measurement of the transit time of end-to-end services for single piece non-priority mail and second class mail;English version EN 14508:2016,English translation of DIN EN 14508:2016-06Postalische Dienstleistungen Dienstqualitt Laufzeitmessung end-to-end fr E
3、inzelsendungen ohne Vorrang und Sendungen zweiter Klasse;Englische Fassung EN 14508:2016,Englische bersetzung von DIN EN 14508:2016-06Services postaux Qualit de service Mesure de la qualit de service de bout en bout pour le courrier gren non prioritaire et de seconde classe;Version anglaise EN 14508
4、:2016,Traduction anglaise de DIN EN 14508:2016-06SupersedesDIN EN 14508:2007-06www.beuth.deDTranslation by DIN-Sprachendienst.In case of doubt, the German-language original shall be considered authoritative.Document comprises 18 pages 06.16 2 A comma is used as the decimal marker. National foreword
5、This document (EN 14508:2016) has been prepared by Technical Committee CEN/TC 331 “Postal services” (Secretariat: NEN, Netherlands). The responsible German body involved in its preparation was DIN-Normenausschuss Informationstechnik und Anwendungen (DIN Standards Committee Information Technology and
6、 selected IT Applications), Working Committee NA 043-03-04 AA Postalische Dienstleistungen. Amendments This standard differs from DIN EN 14508:2007-06 as follows: a) specifications for accuracy and minimum sample size (MSS) have been included; b) an MSS for flows with small real mail volumes has bee
7、n specified; c) a transit-time calculation rule has been specified; d) an accuracy calculation method has been included. Previous editions DIN EN 13850: 2002-09, 2007-06, 2013-04 DIN EN 14508:2016-06 EUROPEAN STANDARD NORME EUROPENNE EUROPISCHE NORM EN 14508 February 2016 ICS 03.240 Supersedes EN 14
8、508:2003+A1:2007English Version 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 Services postaux - Qualit de service - Mesure de la qualit de service de bout en bout pour le courrier gren non prior
9、itaire et de seconde classe Postalische 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
10、 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 member. Thi
11、s 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 versions. CEN memb
12、ers 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, Poland, Portug
13、al, Romania, Slovakia, Slovenia, Spain, 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
14、 and by any means reserved worldwide for CEN national Members. Ref. No. EN 14508:2016 EEN 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 tim
15、e 6 4.3 Service performance 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 me
16、asurement systems . 8 7.3.2 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 Anne
17、x B (informative) Changes 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 Re
18、duced bias in calculation 15 Bibliography . 16 DIN EN 14508:2016-06 EN 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
19、a national standard, either 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
20、patent rights. CEN and/or CENELEC 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 anne
21、xes in this standard have been 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
22、 a sample survey to measure 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
23、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, Luxembourg, Malta, Netherlands, Norway, Poland, Port
24、ugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland, Turkey and the United Kingdom. DIN EN 14508:2016-06 EN 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 pos
25、tal services and the improvement 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
26、delivery service performance within 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
27、 freedom to reflect national needs 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 estima
28、te the transit time quality of service 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 n
29、on-priority mail. This European Standard 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
30、 representative end-to-end sample 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
31、 already in use among the European 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 achieve
32、d by categorizing mail flows for 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 measure
33、ment systems. The basis of this was 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
34、 consequences and how they have been overcome. DIN EN 14508:2016-06 EN 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 speci
35、fies methods for measuring the end-to-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 de
36、fined transit-time service levels offered 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
37、 and non-priority single piece mail may 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
38、EU Postal directive1. This European Standard 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 direc
39、tly at postal service operators sorting 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
40、 distribution of large bulk mailers services 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 norma
41、tively referenced in this document and 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 - Measure
42、ment of the transit time of end-to-end 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 mad
43、e in EN 13850:2012 are contained in the 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
44、L 15, 21.1.98, p. 14). DIN EN 14508:2016-06 EN 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
45、classified as priority as defined nationally 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
46、of accuracy. The methodology shall comply with 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 me
47、asurement system shall provide one annual figure 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
48、for the particular size of mail flow. The field 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 a
49、nd shall be audited. All measurements of transit 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 of Marketing and Social Research Practice including its attachment. In addition, all requirements regarding integrity of th
