DIN EN 14534-2017 Postal services - Quality of service - Measurement of the transit time of end-to-end services for bulk mail German version EN 14534 2016《邮政服务 服务质量 批量邮件点对点服务运送时间的测.pdf

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1、March 2017 English price group 34No 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!%b.W“2631152www.din.deDIN E

2、N 14534Postal services Quality of service Measurement of the transit time of endtoend services for bulk mail;English version EN 14534:2016,English translation of DIN EN 14534:2017-03Postalische Dienstleistungen Dienstqualitt Messung der Durchlaufzeit von Massensendungen von Ende zu Ende;Englische Fa

3、ssung EN 14534:2016,Englische bersetzung von DIN EN 14534:2017-03Services postaux Qualit de service Mesure du dlai dacheminement des services de bout en bout pour le courrier en nombre;Version anglaise EN 14534:2016,Traduction anglaise de DIN EN 14534:2017-03SupersedesDIN EN 14534:201611www.beuth.de

4、Document comprises 129 pagesDTranslation by DIN-Sprachendienst.In case of doubt, the German-language original shall be considered authoritative.02.17 DIN EN 14534:2017-03 2 A comma is used as the decimal marker. National foreword This document (EN 14534:2016) has been prepared by Technical Committee

5、 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 selected IT Applications), Working Committee NA 043-03-04 AA Postalis

6、che Dienstleistungen. The DIN Standards corresponding to the International Standards referred to in this document are as follows: ISO 3534-1:2006 DIN ISO 3534-1:2009-10 ISO 3534-2:2006 DIN ISO 3534-2:2013-12 Amendments This standard differs from DIN EN 14534:2007-06 as follows: a) the title of the G

7、erman version has been modified to better suit the scope of DIN EN 14534 (i.e. it covers the entire end-to-end transit time measured from the time the post is collected from the letterbox to the point of delivery to the addressee); b) Clause 4 “Symbols and abbreviations” has been added; c) the claus

8、e on “Methodology“ has been fundamentally revised: the specifications relating to “methodology” have been completely revised to take into account specific local, regional and national circumstances as well as the experience gained by all stakeholders since implementation of the standard, and have be

9、en combined with the “test mail characteristics” in a new Clause 6 “Methodology”; d) Clause “Report” (new: Clause 7) 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

10、” has been added to provide an introduction to the use of the annexes; g) Annexes A to C have been revised, new: in Annexes A to G, the aspects given under items c), d) and e) have been taken into account; h) informative Annexes H to L giving guidance for implementation and application have been add

11、ed; i) new Annex M contains extensive information on reasons for and nature of amendments. Compared with DIN EN 14534:2016-11, the following corrections have been made: a) in A.3.2.3, in the second equation, first line, the last index has been changed from “a“ to “b“. Previous editions DIN EN 14534:

12、 2004-09, 2007-06, 2016-11 DIN EN 14534:2017-03 3 National Annex NA (informative) Bibliography DIN ISO 3534:2009-10, Statistics Vocabulary and symbols Part 1: General statistical terms and terms used in probability (ISO 3534-1:2006) DIN ISO 3534-2:2013-12, Statistics Vocabulary and symbols Part 2: A

13、pplied statistics (ISO 3534-2:2006) DIN EN 14534:2017-03 4 This page is intentionally blank EUROPEAN STANDARD NORME EUROPENNE EUROPISCHE NORM EN 14534 May 2016 ICS 03.240 Supersedes CEN/TR 15369:2006, EN 14534:2003+A1:2007English Version Postal services - Quality of service - Measurement of the tran

14、sit time of end-to-end services for bulk mail Services postaux - Qualit de service - Mesure du dlai dacheminement des services de bout en bout pour le courrier en nombre Postalische Dienstleistungen - Dienstqualitt - Messung der Durchlaufzeit von Massensendungen von Ende zu Ende This European Standa

15、rd was approved by CEN on 4 February 2016. CEN members are bound to comply with the CEN/CENELEC Internal 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 s

16、uch national standards may be obtained on application to the CEN-CENELEC Management Centre or to any CEN 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 o

17、wn language and notified to the CEN-CENELEC Management Centre has the same status as the official versions. 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,

18、 Greece, Hungary, Iceland, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland, Turkey and United Kingdom. EUROPEAN COMMITTEE FOR STANDARDIZATION COMIT EUROPEN DE NORMALISATION EUROPISCHES KOMITEE FR NOR

19、MUNG CEN-CENELEC Management Centre: Avenue Marnix 17, B-1000 Brussels 2016 CEN All rights of exploitation in any form and by any means reserved worldwide for CEN national Members. Ref. No. EN 14534:2016 EEN 14534:2016 (E) 2 Contents Page European foreword . 5 Introduction 6 1 Scope 8 2 Normative ref

20、erences 9 3 Terms and definitions . 9 4 Symbols and abbreviations 18 5 Transit time as a Quality-of-Service indicator . 19 5.1 General . 19 5.2 Transit time calculation . 19 6 Methodology 22 6.1 Representative sample design 22 6.2 Minimum Sample Size (MSS) 22 6.3 The design basis . 22 6.4 Discrimina

21、nt Mail Characteristics (DMC) 23 6.5 Geographical distribution of the receiver panel . 25 6.6 Creation of test mail 26 6.7 Documentation of date and time of posting . 29 6.8 Integrity of the measurement 29 7 Report . 31 7.1 Measurement results 31 7.2 Service Performance Indicators . 31 7.3 Weighting

22、 of the results . 32 7.4 Content . 33 8 Quality control 34 9 The Annexes . 35 Annex A (normative) Accuracy calculation . 36 A.1 Scope . 36 A.2 Symbols 37 A.3 Variance calculation for one stratum . 38 A.4 Variance calculation for a stratified sample 40 A.5 Calculation of the confidence interval 42 An

23、nex B (normative) Transit Time Calculation . 46 B.1 Basic Principles . 46 B.2 The date of induction 46 B.3 The transit-time calculation rules . 47 Annex C (normative) Comparability of Measurement Results . 50 C.1 General . 50 C.2 Same service provider Different measurement periods 52 DIN EN 14534:20

24、17-03 EN 14534:2016 (E) 3 C.3 Different service providers Same measurement period . 53 C.4 Cases of limited comparability 54 Annex D (normative) Design of aggregated Fields of Study . 56 D.1 General . 56 D.2 Possible types of aggregation . 56 D.3 Design requirements . 58 D.4 Reporting . 59 Annex E (

25、normative) Additional Requirements for continuous Fields of Study CMS/SCMS . 60 E.1 Scope . 60 E.2 Methodology . 60 E.3 Report . 65 E.4 Quality Control 66 E.5 Audit 67 Annex F (normative) Quality control 68 F.1 Statistical design . 68 F.2 Address seeding 68 F.3 Test mail production . 68 F.4 Sending

26、test items 69 F.5 Receiving test items . 69 F.6 Data collection . 69 F.7 Data analysis and reporting 69 F.8 Archiving 70 F.9 Quality control and Information Technology (IT) 70 Annex G (normative) Auditing 71 G.1 General . 71 G.2 Audit of the design basis 71 G.3 Audit of the Quality-of-Service measur

27、ement system . 72 Annex H (informative) Purpose of postal Quality of Service standards 73 H.1 General . 73 H.2 Benefits of QoS standards 73 H.3 Application by potential users of EN 14534 74 H.4 Detailed analysis . 76 H.5 Other / broader concepts 76 Annex I (informative) Considerations before impleme

28、nting EN 14534 78 I.1 Limitations of EN 14534 . 78 I.2 Design of the measurement system . 78 I.3 Measurement organization . 82 DIN EN 14534:2017-03 EN 14534:2016 (E) 4 Annex J (informative) Design basis . 84 J.1 Discriminant characteristics 84 J.2 Studies for the evaluation of possible candidates 85

29、 J.3 Connection between Design Basis and Sample Design . 87 J.4 Design basis 88 J.5 Frequency of update CMS/SCMS 91 Annex K (informative) Implementing EN 14534 . 92 K.1 Stages of the survey . 92 K.2 Representativeness . 93 K.3 Risk of panellist identification 94 K.4 Induction and delivery . 94 K.5 P

30、anel turnover 96 K.6 Validation and transit time calculation . 97 K.7 Weighting 101 K.8 Reporting of results . 108 K.9 Audit SCMS . 109 Annex L (informative) Application of the accuracy calculation . 112 L.1 Limitations of the accuracy calculation methods provided 112 L.2 Recommendations for the app

31、lication of the rules . 112 L.3 The sample size . 114 L.4 General Example for a national yearly result 115 L.5 Simplified scenarios 121 Annex M (informative) Changes to the 2003 version of EN 14534 122 M.1 Reasons for the review . 122 M.2 Increased applicability . 122 M.3 Updated methodology 123 Bib

32、liography . 125 DIN EN 14534:2017-03 EN 14534:2016 (E) 5 European foreword This document (EN 14534:2016) 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 a national standard, either by

33、publication of an identical text or by endorsement, at the latest by November 2016, and conflicting national standards shall be withdrawn at the latest by November 2016. Attention is drawn to the possibility that some of the elements of this document may be the subject of patent rights. CEN shall no

34、t be held responsible for identifying any or all such patent rights. This document supersedes EN 14534:2003+A1:2007 and CEN/TR 15369:2006. This document has been prepared under a mandate given to CEN by the European Commission and the European Free Trade Association. According to the CEN-CENELEC Int

35、ernal Regulations, the national standards organizations 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,

36、Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland, Turkey and the United Kingdom. Annex A to Annex G are normative. Annex A to Annex C and Annex F are covering the measurement of a single bulk mail ind

37、uction. Annex D to Annex E and Annex G are covering additional requirements for the measurement of aggregated or continuous fields of study. Annex H to Annex M are informative. They are the revised version of the Technical Report CEN/TR 15369:2006, Postal Services Quality of Service Guidance for the

38、 implementation of EN 14534. They cover both, a single bulk mailing as well as aggregated and continuous fields of study. DIN EN 14534:2017-03 EN 14534:2016 (E) 6 Introduction The European Commission emphasizes the need to have common rules for the development of community postal services and the im

39、provement 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 monitor

40、ing distribution service performance within the European Union. The Commission has 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 freedom

41、 to reflect needs and peculiarities of national markets. On the other hand, they should fulfil a defined set of minimum requirements to satisfy the information interests of the Commission, the regulatory authorities, postal customers and postal operators themselves. The objective of this standard is

42、 to define a modular QoS measurement system in a competitive commercial context. The measurement is designed to estimate the end-to-end transit time quality of service given to the postal customer. The measurement can be set up domestically in each European country and cross-border between the Europ

43、ean countries. This European Standard refers to a number of principles and minimum requirements to be applied for the measurement of the end-to-end transit time service-level of bulk-mail services. It is widely applicable for single-induction as well as continuous measurement applications. It provid

44、es recommendations on the comparability of different bulk mail transit-time QoS measurement results and their use as key performance indicators. This bulk mail standard has been developed from the requirements of EN 13850, Postal services Quality of service - Measurement of the transit time of end-t

45、o-end services for single piece priority mail and first class mail. Both European Standards consider methods using a representative end-to-end sample of all types of addressed mail appropriate for their coverage. For the measurement of bulk mail services a separate standard is required for the follo

46、wing reasons: Senders: Members of the public posting single items are replaced by businesses, small in number posting large volumes of mail. Third party agents (consolidators, mailing houses, letter shops) may also act on behalf of posting customers. Contracted Services: Mail posted in bulk will oft

47、en be mailed under a contract between the customer and the postal operator. Typically, bulk services require customers to standardize format and weight of their mailing, undertake a level of pre-sortation or to present mail in different ways according to the contract conditions. Volumes of mailings:

48、 Bulk mailings are large. They may contain thousands or millions of items. Performance Measures: On-time performance measures are expanded to provide different types of (i) on, (ii) by or (iii) between specific-dates performance depending on what is agreed with the postal customers or is specified f

49、or this service. Discriminant Characteristics: Test items have to match the characteristics of customer mailings. The range of characteristics relevant for the performance varies by type of mail service, and a wider set of potential characteristics should be considered. Greater flexibility is required to define for what part of the real mail logistics the results are representative for. DIN EN 14534:2017-03 EN 14534:2016 (E) 7 Production of