BS PD CEN TR 14709-2006 Postal services — Quality of service — Guide for the implementation of EN 13850《邮政服务 服务质量 EN 13850标准的执行指南》.pdf

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1、PUBLISHED DOCUMENT PD CEN/TR 14709:2006 Postal services Quality of service Guide for the implementation of EN 13850 ICS 03.240 PD CEN/TR 14709:2006 This Published Document was published under the authority of the Standards Policy and Strategy Committee on 28 April 2006 BSI 2006 ISBN 0 580 47181 0 Na

2、tional foreword This Published Document is the official English language version of CEN/TR 14709:2006. It supersedes PD CEN/TR 14709:2003 which is withdrawn. The UK participation in its preparation was entrusted to Technical Committee SVS/4, Postal services, which has the responsibility to: A list o

3、f 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 be found in the BSI Catalogue under the section entitled “International Standards

4、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 responsible for its correct application. Compliance with a Published Document do

5、es 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 keep UK interests informed; monitor related international and European developm

6、ents and promulgate them in the UK. Summary of pages This document comprises a front cover, an inside front cover, the CEN/TR title page, pages 2 to 25 and a back cover. The BSI copyright notice displayed in this document indicates when the document was last issued. Amendments issued since publicati

7、on Amd. No. Date CommentsTECHNICALREPORT RAPPORTTECHNIQUE TECHNISCHERBERICHT CEN/TR14709 April2006 ICS03.240 SupersedesCEN/TR14709:2003 EnglishVersion PostalservicesQualityofserviceGuideforthe implementationofEN13850 ServicespostauxQualitdeserviceGuidepourlamise enoeuvredelEN13850 PostalischeDienstl

8、eistungenDienstqualittLeitfadenfr dieAnwendungvonEN13850 ThisTechnicalReportwasapprovedbyCENon17November2005.IthasbeendrawnupbytheTechnicalCommitteeCEN/TC331. CENmembersarethenationalstandardsbodiesofAustria,Belgium,Cyprus,CzechRepublic,Denmark,Estonia,Finland,France, Germany,Greece,Hungary,Iceland,

9、Ireland,Italy,Latvia,Lithuania,Luxembourg,Malta,Netherlands,Norway,Poland,Portugal, Romania, Slovakia,Slovenia,Spain,Sweden,SwitzerlandandUnitedKingdom. EUROPEANCOMMITTEEFORSTANDARDIZATION COMITEUROPENDENORMALISATION EUROPISCHESKOMITEEFRNORMUNG ManagementCentre:ruedeStassart,36B1050Brussels 2006CEN

10、Allrightsofexploitationinanyformandbyanymeansreserved worldwideforCENnationalMembers. Ref.No.CEN/TR14709:2006:E2 Contents page Foreword3 Introduction .4 1 Scope 5 2 Purpose and use of postal quality of service standards.6 3 Considerations before implementing the EN 13850.8 4 Implementing EN 13850 an

11、d its amendments 10 5 Information regarding the interpretation of specific clauses and formulae in EN 13850 .16 Annex A Implementation timetable.24 CEN/TR 14709:20063 Foreword This Technical Report (CEN/TR 14709:2006) has been prepared by Technical Committee CEN/TC 331 “Postal services”, the secreta

12、riat of which is held by NEN. This Technical Report supersedes CEN/TR 14709:2003. CEN/TR 14709:20064 Introduction This 2 ndedition of CEN/TR 14709 is supplementary to EN 13850 Postal services Quality of service Measurement of transit time of end-to-end services for single piece priority mail and fir

13、st class mail and its amendments. This revised version of CEN/TR 14709 includes information related to the extension of the EN 13850 to cover flows with smaller mail volumes in an enlarged EU. The text related to multiple operators is updated according to new developments. CEN/TR 14709 provides info

14、rmation to be considered when implementing the EN 13850 and its amendments. It has been developed to guide postal operators and regulators as to the use, benefits and restrictions of the EN 13850 Postal services Quality of service Measurement of transit time of end-to-end services for single piece p

15、riority mail and first class mail. The first part of this Technical Report contains general information to guide regulators and operators in their decision on how and when to implement the standard. The second part of the report contains detailed information on how to interpret specific clauses in E

16、N 13850 and its amendments and should be read in parallel with the standard. In addition to referencing this technical report, those seeking to implement EN 13850 are advised to consult requirements and guidance from the national regulators and legislation that apply in their jurisdictions. EN 13850

17、 provides a defined set of minimum requirements to satisfy the information interests of the national regulatory authorities, postal customers and postal service providers for quality of service measurement, and to allow postal service providers to comply with the requirements of the 1997 Postal Dire

18、ctive of the European Commission. CEN/TR 14709:20065 1 Scope This Technical Report is an implementation guide to EN 13850 and its amendments for use by postal operators, regulators and those responsible for commissioning, carrying out, or auditing the measurement of postal service quality. It gives

19、information, which will facilitate the implementation of EN 13850. It gives an overview of the processes required and factors to consider when measuring quality of service. It provides guidance on alternative approaches allowed in the EN 13850 including how to select and calculate alternative or add

20、itional discriminant factors and methods for weighting of strata. It describes a process for implementation of the measurement system, and provides examples and clarification on specific requirements of EN 13850. It gives information on how to interpret the test results obtained by measurement accor

21、ding to the standard. In all places where references in this Technical Report are made to EN 13850 it should be understood that it includes all amendments to EN 13850. This Technical Report does not alter in any way the requirements of EN 13850. It is concerned with technical issues in the implement

22、ation of the measurement system. The Technical Report provides guidance but it does not specify how the regulators shall enforce and monitor the use of the standard since this is the responsibility of the European Commission and the national regulatory authorities themselves. Parts of this Technical

23、 Report may also be considered for guidance when implementing the following quality of service standards: CEN/TS 14773, 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 EN 14508, Postal services

24、Quality of service Measurement of transit time of end-to-end services for single piece non-priority and second class mail EN 14534, Postal services Quality of service Measurement of transit time of end-to-end services for bulk mail CEN/TR 14709:20066 2 Purpose and use of postal quality of service st

25、andards 2.1 General EN 13850 Postal services Quality of service Measurement of transit time of end-to-end services for single piece priority mail and first class mail has been developed in order to provide a standardised method that can be used throughout Europe for measuring the transit time of end

26、-to-end mail services and to assist postal service providers in complying with the requirements of the 1997 Postal Directive of the European Commission. For the implementation of EN 13850 and to guide the user of this and other quality of service standards the following facts and precautions may be

27、considered. EN 13850 contains a number of requirements which may be agreed with or should be approved by national postal regulators. EN 13850 specifies technical requirements for the measurement including the preparation of reports on the results of measurement. However EN 13850 does not state how a

28、nd when results should be shared with postal customers and users, who will order measurement to take place, and who will pay for the measurement; these subjects are outside the standard and will be determined by legal and regulatory requirements. 2.2 Benefits of the quality of service standards The

29、standardised qualities of service measuring methods provide a uniform way for measuring the end-to-end transit time of postal items. Postal regulators can refer to the standard when requiring information about quality of service for postal operators. For any minimum service levels required by the Eu

30、ropean Commission or by national Directives for operators in the universal service, requirements can be made that the service be measured according to EN 13850 and its amendments. Standardised measurement methods may help to keep the cost of measuring down. They could also make it easier to find con

31、tractors familiar with the methods and to evaluate the work of contractors for measuring and auditing. The standardised measuring methods may also eliminate debates and uncertainties about results from varying measuring methods. Using standardised measuring methods will assure that the measurement w

32、ill be done in an objective and equal way for all operators in accordance with the requirements of the 1997 Postal Directive of the European Commission. Use of the standard will ensure that reliable and correct information can be collected which can be presented to regulators and the public in an un

33、derstandable way. It also allows the regulator to collect this information. 2.3 Limitations of EN 13850 and its amendments EN 13850 considers only the measurement of transit time (expressed as the percentage of mail delivered within J + n days end-to-end) and does not consider other aspects of servi

34、ce performance. For example, the date of deposit is defined by the last collection of the day but the standard does not measure whether the timing of the last collection of the day meets customers requirement, nor how the times compare for different service providers. Similarly EN 13850 considers th

35、e date of delivery but does not take into account the time of day when the item was delivered, whether or not there are more than one delivery each day, the condition of items when delivered or the queuing time at post offices etc. The method for end-to-end measuring specified in EN 13850 is not des

36、igned to provide for detailed results for the measuring of parts of the distribution chain, when more than one operator is involved in the collection, processing and delivery of mail. CEN/TR 14709:20067 Although the EN 13850 specifies a method that will be used by many postal operators, it shall be

37、noted that the overall transit time quality of service result does not measure the postal operators overall performance in a way that provides direct comparison of postal service operators. 2.4 Interpretation of results Results from the quality of service measuring cannot always be used for direct c

38、omparison of the overall quality of service. Neither can the results be used to compare the service of each operator in a multiple operator environment. Direct comparison of two operators can be difficult to make. Frequently one is interested in comparing two operators covering the same geographical

39、 area, i.e. the quality that a customer receives when using one or other of the operators for collecting and distributing mail within an area. To do this, it is necessary to compare the transit time of the operators over similar studies of domains. The two overall figures of the operators on- time p

40、erformance may be misleading. Consideration in case of multiple operators is described in 4.2. When interpreting the results from the measurement it is important also to consider the stratification and national and other peculiarities that apply in each specific case. 2.5 Use of survey results for q

41、uality improvement. EN 13850 sets out minimum requirements in order to produce one overall figure. It is recognised that operators or other bodies may wish to go beyond these minimum requirements in order to produce information to identify and correct specific areas of poor performance. The survey d

42、esign can be expanded to collect this information. EN 13850 provides minimum requirements and allows measurement systems to be enhanced. It should be noted that other methods are available to find problematic areas and that the standard may not be the only method to use for this purpose. EN 13850 al

43、lows the use of test items containing electronic chips or other advanced technology so that each test item can be monitored at pre-defined points or throughout its whole journey to allow for more detailed diagnostic analysis of the transit time. If these are used, the organisation operating the meas

44、uring system shall take steps to ensure that the diagnostic system does not introduce biases in the end-to-end measurement system. When using the results of end-to-end measurements according to EN 13850 for quality improvements in a multiple operator environment additional considerations regarding c

45、auses of delays and their allocations to operators need to be made in order to see how each part of the process affect the total end-to-end quality of service. CEN/TR 14709:20068 3 Considerations before implementing the EN 13850 3.1 Regulations The standard itself is not meant to specify how the reg

46、ulators shall enforce and monitor the use of EN 13850. This is to be done through the European and national regulatory work. In particular it does not specify how results shall be published by the regulator. 3.2 Measuring body (contractors for survey operation) EN 13850 states that measurement shall

47、 be carried out by an independent performance-monitoring organisation. This is defined as a body charged with the monitoring of the quality of service which is “external to, and having no links of ownership or control with the postal service providers thus monitored. The independent performance-moni

48、toring organisation is responsible for undertaking the survey. Usually this performance-monitoring organisation will act as a contractor for a sponsoring organisation which may be, for example, the postal service providers themselves or a national regulatory authority. The independent performance monitoring organisation provides a guarantee that results of the measurement have not been wrongly influenced by the postal service providers. Factors normally taken into account in choosing a performance monitoring organisation include the capability with strong emphasis on panel management skills