BS PD CEN TR 16706-2014 Postal Services Quality of Service Measurement of incorrect delivery Feasibility Report《邮政业务 服务质量 不正确传递的测量 可行性报告》.pdf

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1、BSI Standards Publication PD CEN/TR 16706:2014 Postal Services Quality of Service Measurement of incorrect delivery Feasibility ReportPD CEN/TR 16706:2014 PUBLISHED DOCUMENT National foreword This Published Document is the UK implementation of CEN/TR 16706:2014. The UK participation in its preparati

2、on 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 applicatio

3、n. The British Standards Institution 2014. Published by BSI Standards Limited 2014 ISBN 978 0 580 85163 6 ICS 03.240 Compliance with a British Standard cannot confer immunity from legal obligations. This Published Document was published under the authority of the Standards Policy and Strategy Commit

4、tee on 31 July 2014. Amendments issued since publication Date Text affectedPD CEN/TR 16706:2014TECHNICAL REPORT RAPPORT TECHNIQUE TECHNISCHER BERICHT CEN/TR 16706 July 2014 ICS 03.240 English Version Postal Services - Quality of Service - Measurement of incorrect delivery - Feasibility Report Servic

5、es postaux - Qualit de service - Mesure de la livraison errone - Rapport de faisabilit Messung fehlerhafter Zustellung - Machbarkeitsstudie This Technical Report was approved by CEN on 7 June 2014. It has been drawn up by the Technical Committee CEN/TC 331. CEN members are the national standards bod

6、ies 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, Portugal, Romania, Slovakia, Slovenia, S

7、pain, Sweden, Switzerland, Turkey and United Kingdom. EUROPEAN COMMITTEE FOR STANDARDIZATION COMIT EUROPEN DE NORMALISATION EUROPISCHES KOMITEE FR NORMUNG CEN-CENELEC Management Centre: Avenue Marnix 17, B-1000 Brussels 2014 CEN All rights of exploitation in any form and by any means reserved worldw

8、ide for CEN national Members. Ref. No. CEN/TR 16706:2014 EPD CEN/TR 16706:2014 CEN/TR 16706:2014 (E) 2 Contents Page Foreword 3 1 Scope 4 2 Normative References .4 3 Summary of Feasibility Study 4 4 Feasibility Study 5 4.1 Introduction 5 4.2 Clarification of ToR and Rationale from the Project 6 4.3

9、Set up our Working Plan according the ToR and Rationale .7 4.4 Results of previous research about measurement incorrect delivery .8 4.5 Some initial definitions about basic terms and process .9 4.5.1 Introduction 9 4.5.2 What is incorrect delivery? .9 4.5.3 What is delivery of registered postal item

10、? 9 4.5.4 Who is the recipient (addressee)? 10 4.5.5 Who can be an authorized person? 10 4.5.6 What is the role (and influence) of address and addressing on correct delivery? 10 4.5.7 How should one correct process of delivery look like? . 10 4.6 Main issues which arise from our research . 12 4.6.1

11、Introduction . 12 4.6.2 Technical view . 12 4.6.3 Legal view 12 4.6.4 Economic view 13 4.7 Conclusion 13 4.7.1 General . 13 4.7.2 Merging PT-E and PT-F 13 4.7.3 Recommendations for future research. 14 4.8 Literature . 14 Annex A (informative) Measurement of wrong delivery and correct notification 16

12、 A.1 Background . 16 A.2 Project features . 16 PD CEN/TR 16706:2014 CEN/TR 16706:2014 (E) 3 Foreword This document (CEN/TR 16706:2014) has been prepared by Technical Committee CEN/TC 331 “Postal services”, the secretariat of which is held by NEN. Attention is drawn to the possibility that some of th

13、e 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. PD CEN/TR 16706:2014 CEN/TR 16706:2014 (E) 4 1 Scope This Technical Report provides the results of a feasibility study to determine whether

14、 a European Standard for the measurement of incorrect delivery could be developed. CEN/TC331 decided a European Standard was not feasible but that the results should be kept and the report transferred into this Technical Report. NOTE 1 At the end of 2011, TC/331/WG1 established Project Team F to res

15、earch the measurement of incorrect delivery in accordance with the tender “RENEWED open call for project team experts for the execution of the work called for in the grant agreement SA/CEN/ENTR/EFTA/428/2009-06 Postal Services - Elaboration and adoption of standards documents in the EU and EFTA”. Th

16、e Working Plan of PT F was approved at the plenary meeting of CEN/TC 331 in December 2011. NOTE 2 According to the Working plan, PT-F presented to the TC/331/WG1 a first report at the meeting in Belgrade in March 2012. PT-F expressed the opinion that the development of a standard was not feasible an

17、d that they suspected that a standardization document would not produce the expected results, that is a reduction in the number of incorrectly delivered postal items. PT-F highlighted that such a measurement system had no capability to recognize and record when a real event occurred (only when the s

18、ender and/or the receiver submitted a complaint), and therefore it will be unreliable. PT-F also mentioned the difficulty in finding existing and feasible measurement methods which would reliably measure such rare events. NOTE 3 In an open discussion with WG1 members at the March 2012 meeting, PT-F

19、also mentioned a previous Feasibility Study and other research which came to the same conclusion that such a measurement is not feasible. PT-F and WG1 proposed to TC331 to adopt the feasibility study on “Measurement of incorrect delivery” at the Plenary Meeting in Ljubljana in May 2012. 2 Normative

20、References None. 3 Summary of Feasibility Study The task has been to produce a feasibility study for measurement of incorrect delivery. PT-F focused on the following two issues: how to find an appropriate measurement system and a measurement method; and how to find a unambiguous and clear definition

21、 for incorrect delivery which will be unanimously accepted. An appropriate measurement system is very difficult to establish as it shall be able to recognize incorrect deliveries in amongst mail that has been correctly delivered. Use of customer complaint data would not provide a reliable estimate a

22、s the intended recipient may not be aware an item has been incorrectly delivered. A method by which it would be feasible to measure the number of incorrect deliveries is almost impossible to define, because these are rare events. Some indicators suggest that incorrect delivery occurs once in 100000,

23、 or more, correct deliveries (according to available data from EN 14012). Although a number of approaches were discussed, with those which are currently used in the postal measurements (test mail and real mail); telephone studies, field studies and others in social research, PT-F concluded that ther

24、e is no one feasible method to measure such rare events. The definition of incorrect delivery is directly related to any deviation from the correct delivery. Because the definitions and procedures for correct delivery vary by country PT-F was faced with many differences when they tried to propose a

25、common definition for the term “incorrect delivery”. Incorrect delivery may have two aspects: delivery to an unauthorized person, which is usually regulated by national postal legislation, and the improper procedure of confirmation, which postal operators usually define with product and service manu

26、als. Who can be the authorized person is difficult to define and may differ for every country due to different legal systems and numerous national legislations. A further complication is that PD CEN/TR 16706:2014 CEN/TR 16706:2014 (E) 5 it is often difficult to determine who has been responsible for

27、 an incorrectly delivery. For example, if the sender wrongly addressed the postal item, and the postman delivers that item as addressed, is it a correct or an incorrect delivery? When an unwanted event happens there is an obligation to determine who was responsible for the incorrect delivery; the se

28、nder or the postman or even an objective circumstance. However, this means that it is necessary to separately assess each event before it can be determined that it is an incorrect delivery. To conclude, if it is impossible to build a measurement system that will identify each unwanted event when it

29、happens, if it is impossible to find an acceptable method by which such rare event can be measured, if it is impossible to determine at the time of the event who is responsible for the incorrect delivery, if it is impossible to find a common definition of who can be authorized person in numerous pos

30、tal legislative acts,., then this is why it was concluded that the measurement of incorrect delivery was not an appropriate topic for a standard. In accordance with the conclusion, it should be noted that the previous feasibility studies all rejected the possibility of developing a standards for the

31、 measurement of incorrect delivery. In this sense, we wish to note that we reviewed a lot of postal studies, legal acts and standards where we found direct and indirect support for that conclusion. Finally, lets look at the reasons why its impossible to continue this project from technical, legislat

32、ive and economic points of view. From a technical point of view, it is difficult to find an adequate method for measuring the number of incorrect deliveries because it is a very rare event. Also, it is very hard to set up a recognizing system which would be responsible for detection of all unwanted

33、events. Now, systems count only events when the sender or the addressee complain about incorrect delivery, which NPO collects using EN 14012, and where he determinates the responsibility and yearly publishes the cumulative results. From a legal point of view, it is not possible to provide a common d

34、efinition for the event of incorrect delivery due to different legislative systems and the large number of different postal legislative solutions. Neither is it possible to standardize who could be the authorized persons for all countries or how the procedure of notification for all postal operators

35、 be consistently performed? Therefore, how can we measure events that we do not know for sure have occurred? From an economic point of view any solution, which includes standardization documents, would be very expensive without clear benefits for customers, regulators or operators. Also, our conside

36、ration suggests that quality postal inspection or supervision could be a better solution for resolving rare cases of incorrect delivery than measurement. Therefore, our final conclusion based on technical, legal, economic and other aspects is that a continuation of the project “measurement of incorr

37、ect delivery” is not feasible. 4 Feasibility Study 4.1 Introduction The main task of when preparing a feasibility study (FS) is to investigate the positive and negative results of a planned project before it starts. In other words, for developing the FS it is necessary to review legal, economic, tec

38、hnical and other factors, according to a projects Terms of Reference (ToR), in order to objectively identify the strengths and weaknesses of the proposed investment and the prospects for success. Therefore in the FS we first tried to explain most important parts of project “ToR and Rationale” which

39、we received with the Agreement and basic concept of our Work Plans, which are adopted in official meetings. Then we will present postal literature, standardization documents and other documents about this subject and what we found during research as well as provide some definitions and explanations

40、of basic issues, which are necessary for understanding this subject. At the end we will analyse the prescribed project task from a technical, economic and legal view and give conclusions and recommendations. Figure 1 shows the concept of the FS. PD CEN/TR 16706:2014 CEN/TR 16706:2014 (E) 6 Figure 1

41、Concept of the feasibility study 4.2 Clarification of ToR and Rationale from the Project According to the Terms of Reference (ToR) of the Project, the objective of Project Team F (PT-F) is to study the feasibility of a standard in its 1st phase and, if appropriate, to provide a draft standard for th

42、e Measurement of incorrect delivery in its 2nd phase. The deadline for the 1st phase was set at 14 months (2 months for Working Plan and 12 months for the Feasibility Study) and, if TC/331 agreed to start the 2nd phase, a further 18 months. However, in collaboration with WG1, members of PT-F propose

43、 that TC/331 should accept the recommendation that it is not feasible to develop a standard for the “measurement of incorrect delivery” and therefore to end the project after the first phase. Here are some explanations for such a decision. The rationale of the ToR states that: “Registered postal ite

44、ms contain by nature important messages or goods. Any of such items, which may be delivered to a person not being authorized to receive them may cause substantial problems, even if the correct addressee receives it afterwards. The knowledge of the quality performed by the operator would therefore gi

45、ve the customer an indication, to which extent registered postal items are delivered.” A registered postal item according to the Postal Directive, is a postal service of “providing a flat-rate guarantee against risks of loss, theft or damage and supplying the sender, where appropriate upon request,

46、with proof of the handing in of the postal item and/or of its delivery to the addressee“. Also, it is similarly described in the Universal Postal Convention. So, based on above it is one of the key tasks to give a clear answer on who is authorized to receive a postal item because this event “may cau

47、se substantial problems, even if the correct addressee receives it afterwards”. Therefore, special attention was paid to this issue, which we will explain later. PD CEN/TR 16706:2014 CEN/TR 16706:2014 (E) 7 The part of the ToR that states: “The knowledge of the quality performed by the operator woul

48、d therefore give the customer an indication, to which extend registered postal items are delivered” we find to be redundant because, according the standard EN 14012:2008, postal operators already have an obligation to collect the number of complaints about domestic and cross-border mail (see EN 1401

49、2:2008, Tables I.3.2 and I.3.4) in three separate columns: the total number of complaints for all postal items, of which are “justified complaints” (differentiation from non-justified complaints) and of which are complaints with compensation (what basically means how many complaints have for registered items) as well as according 12 different rows (criteria), including “misdelivery” (definition in EN 14012 is: 3.20 misdelivery - complaint about postal item delivered to the wrong address or the wrong addressee), what basically could be “an indication, to which ex