EN 13850-2012 en Postal Services - Quality of Services - Measurement of the transit time of end-to-end services for single piece priority mail and first class mail《邮政服务-服务质量测量渡越时间的.pdf

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1、raising standards worldwideNO COPYING WITHOUT BSI PERMISSION EXCEPT AS PERMITTED BY COPYRIGHT LAWBSI Standards PublicationBS EN 13850:2012Postal Services - Quality of Services - Measurement of the transit time of end-to-end services for single piece priority mail and first class mail BS EN 13850:201

2、2 BRITISH STANDARDNational forewordThis British Standard is the UK implementation of EN 13850:2012. It supersedes BS EN 13850:2002 which is withdrawn.The UK participation in its preparation was entrusted to Technical Committee SVS/4, Postal services.A list of organizations represented on this commit

3、tee 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 application. The British Standards Institution 2013. Published by BSI Standards Limited 2013ISBN 978 0 580 62469 8 ICS 03.240

4、 Compliance with a British Standard cannot confer immunity from legal obligations.This British Standard was published under the authority of the Standards Policy and Strategy Committee on 31 January 2013.Amendments issued since publicationDate Text affectedBS EN 13850:2012EUROPEAN STANDARD NORME EUR

5、OPENNE EUROPISCHE NORM EN 13850 December 2012 ICS 03.240 Supersedes EN 13850:2002+A1:2007English 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

6、 dlai dacheminement des services de bout en bout pour le courrier prioritaire gren et de premire classe Postalische Dienstleistungen - Dienstqualitt - Messung derDurchlaufzeit von Einzelbriefsendungen mit Vorrang und Einzelbriefsendungen erster Klasse von Ende zu Ende This European Standard was appr

7、oved by CEN on 27 October 2012. 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 such nationa

8、l 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 own language

9、 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, Greece, Hu

10、ngary, 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 NORMUNG Manage

11、ment Centre: Avenue Marnix 17, B-1000 Brussels 2012 CEN All rights of exploitation in any form and by any means reserved worldwide for CEN national Members. Ref. No. EN 13850:2012: E2 Contents Foreword . 6 0 Introduction . 7 0.1 General . 7 0.2 Regulatory background 7 1 Scope 8 2 Normative reference

12、s 8 3 Terms and definitions . 9 4 Symbols and abbreviations 15 5 Transit time as a Quality-of-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 indi

13、cators . . 18 6 Methodology. . 18 6.1 Representative sample design . . 18 6.2 Minimum Sample Size (MSS) . 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 2

14、0 6.3.3 Design basis . . 21 6.4 Discriminant Mail Characteristics (DMC) 21 6.4.1 General . . 21 6.4.2 Determination of 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

15、panellists . . 23 6.5.3 Bigger panels over 90 panellists . 24 6.6 Integrity of the measurement. 25 6.7 Unbiased sample design 26 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

16、 Reasons for implementing a weighting system 28 7.3.2 Weighting caps. . 28 7.3.3 Design changes due to annual mail characteristic and 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

17、 32 BS EN 13850:2012 EN 13850:2012 (E) 3 A.1.1 General . . 32 A.1.2 Two stage sampling approach. 32 A.1.3 Covariance / Stratification / 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 Re

18、lation-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 weighted 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 Cal

19、culation 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 approximation 40 Annex B (normative) Transit Time Calculation Rule . 41 B.1 Working week transit time calculation rule / domestic and cross-border mail

20、 . 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 Tuesday-Saturday . 43 B.2.3 Rule 3: Collection Monday-Friday / Delivery Monday-Saturday 44 B.2.4 Rule 4: Collection Monday-Saturday / Delivery Mon

21、day-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 B.2.7 Rule 7: Collection Sunday-Friday / Delivery Monday-Saturday 48 Annex C (normative) Quality control and auditing 49 C.1 Quality Control . .

22、 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.1.5 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 Infor

23、mation 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 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

24、 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 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 f

25、lows 56 Annex E (informative) Purpose of postal Quality of Service standards. 58 E.1 General . . 58 BS EN 13850:2012 EN 13850:2012 (E) 4 E.2 Benefits of QoS standards 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

26、(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 F.2.3 Postal operator . . 61 F.2.4 Independent Performance monitoring organisation . 62 F.2.5 Auditor 62 F.3 Design of the measu

27、rement 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 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.

28、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.1.2 Studies for the evaluation of possible candidates . 69 G.1.3 Connection between Design Basis a

29、nd 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 Annex H (informative) Implementing EN 13850 . 77 H.1 Stages of the survey . 77 H.1.1 Prep

30、aration . . 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 H.2.3 Induction and delivery 80 H.2.4 Panel turnover . 82 H.3 Validation and transi

31、t 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 Weighting caps. . 93 H.5 Reporting of results 95 H.5.1 Reporting . 95

32、H.5.2 Archiving . 97 BS EN 13850:2012 EN 13850:2012 (E) 5 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 timetables . 99 Annex I (informative) Application of the accuracy

33、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 rules. . 104 I.2.1 Unstratified end-to-end sample . 104

34、 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 . 107 I.4.2 Design factor for an unstratified end-

35、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 induction / delivery point . . 114 I.5.5 In

36、duction / 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 calculation rule . . 116 J.3 Ac

37、curacy calculation method . . 116 J.3.1 Improved applicability . 116 J.3.2 Reduced bias in calculation 116 BS EN 13850:2012 EN 13850:2012 (E) 6 Foreword This document (EN 13850:2012) has been prepared by Technical Committee CEN/TC 331 “Postal Services”, thesecretariat of which is held by NEN. This E

38、uropean Standard shall be given the status of a national standard, either by publication of an identical text orby endorsement, at the latest by June 2013, and conflicting national standards shall be withdrawn at the latest byJune 2013. Attention is drawn to the possibility that some of the elements

39、 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 organisations of the followi

40、ngcountries are bound to implement this European Standard: Austria, Belgium, Bulgaria, Croatia, Cyprus, CzechRepublic, Denmark, Estonia, Finland, Former Yugoslav Republic of Macedonia, France, Germany, Greece,Hungary, Iceland, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway

41、, Poland, Portugal,Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland, Turkey and the United Kingdom. BS EN 13850:2012 EN 13850:2012 (E) 7 0 Introduction 0.1 General The European Commission emphasises the need to have common rules for the development of community postalservices and the improvem

42、ent of Quality-of-Service (QoS). The Commission has identified requirements for postalQoS-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 dis

43、tribution service performance within the Union. The Commission has acknowledged that the different postal traditions and cultures in Europe would not allow forthe establishment of one common unified European measurement system and that national systems should havesufficient freedom to reflect nation

44、al needs and peculiarities. On the other hand, they should fulfil a defined set ofminimum requirements to satisfy the information interests of the Commission, the regulatory authority, postalcustomers and postal operators themselves. Any regulatory authority is free to adapt to national circumstance

45、swhere the standard gives room to do so. The objective of the measurement is to estimate the end-to-end transit time QoS given to the customerdomestically in each European country and cross-border between the European countries. This EuropeanStandard refers to a number of principles and minimum requ

46、irements to be applied for the measurement of theend-to-end transit time service level. 0.2 Regulatory background The regulatory basis of EN 13850 is laid out in the 97/67/EC, as amended by Directive 2002/39/EC and Directive2008/6/EC. Main guidance is given in Chapter 6 Quality of Service. Article 1

47、6 states: “Member States shall ensure that quality-of-service standards are set and published in relation to Universal Service in order to guarantee a postal service ofgood quality”. Furthermore, EN 13850 is mandatory for measuring the performance levels of single piece priority or first class mailw

48、hich falls under the universal service1. For intra-community cross-border mail of the fastest standard category a minimum QoS level is laid down in theDirective 97/67/EC. At least 85 % of all letters shall have an end-to-end transit time of J+3 and less and at least97 % of all letters shall have an

49、end-to-end transit-time of J+5 and less.2The mandate for this revised version of EN 13850:2002+A1:2007 is the Third mandate for Postal Services M428:2008 which states that EN 13850 shall “take into account the local / regional / national specificities as well asthe experience since its implementation, with the aim of having a more generic method in order to satisfy regulatoryneeds”. 1See also: “Letter to all Members of the Postal Directive Committee, 21.03.2005, Brussels, Markt/E4/JR/DS/HM D(2005) 2346”(N676, CEN/TC331) 2See also: “Postal Directive 97/67/EC: Articl