EN 14534:2003
(Main)Postal services - Quality of service - Measurement of the transit time of end-to-end services for bulk mail
Postal services - Quality of service - Measurement of the transit time of end-to-end services for bulk mail
This European Standard specifies methods for measuring the end-to-end transit time of the domestic and cross-border, priority and non-priority, bulk mail, collected, processed and distributed by postal service operators. It considers methods using a representative end-to-end sample of addressed bulk mail. End-to-end is defined as from the point mail is placed into the collection/acceptance system under the responsibility of the postal operators, to the final delivery point under the responsibility of the postal operators.
For the purpose of this European Standard, bulk mail can include all types of addressed bulk mail; letter mail, direct mail, magazines, and newspapers, unless otherwise indicated.
The overall quality-of-service result should be expressed as percentage of mail delivered within J + n days end-to-end according to the EC postal directive or the percentage of mail delivered by, on or between expected dates. The measurement should be in whole days and not be restricted by reference to a specific time of day for delivery.
This quality of service indicator does not measure the postal operator's overall performance in a way, which provides direct comparison of postal service operators, and does not include other service performance indicators than those related to transit time. In particular this European Standard does not measure whether the timing of collections meet customers' requirements.
The European Standard can be used to assess the performance of postal operators for specific products or services at a national level or for an individual or a group of customers.
The European Standard should not be used to assess the overall performance of a group of products or services which have other service specifications in terms of transit time expectation.
Postalische Dienstleistungen - Dienstqualität - Laufzeitmessung 'end-to-end' für Massensendungen
In dieser Europäischen Norm werden die Verfahren zur Messung der End-to-end-Laufzeit von nationalen und grenzüberschreitenden Sendungen, Vorrang- und Nichtvorrangsendungen, Massensendungen beschrieben, die von den Postdienstbetreibern abgeholt, bearbeitet und verteilt werden. Sie beschreibt Verfahren, die eine repräsentative End-to-end-Stichprobe von adressierten Massensendungen verwenden. Als "End-to-end" wird die Bearbeitung der Sendung bezeichnet, und zwar von dem Punkt, an dem die Sendung in das Abhol/Annahmesystem unter der Verantwortung der Postbetreiber eingebracht wird bis zum endgültigen Zustellpunkt unter der Verantwortung der Postbetreiber.
Im Sinne dieser Europäischen Norm können Massensendungen alle Arten von adressierten Massensendungen, Briefsendungen, Direktwerbesendungen, Zeitschriften und Zeitungen enthalten, sofern nicht anderweitig angegeben.
Das Ergebnis der Gesamtdienstgüte sollte als Prozentsatz der innerhalb von J + n Tagen von "End-to-end" zugestellten Sendungen gemäß der EU-Postrichtlinie bzw. als Prozentsatz der bis, an oder zwischen den erwarteten Zeitpunkten zugestellten Sendungen ausgedrückt werden. Die Messung sollte in ganzen Tagen angegeben werden und nicht durch Verweis auf eine spezifischen Tageszeit der Zustellung eingeschränkt werden.
Dieser Dienstqualitätsindikator misst nicht die Gesamtleistung des Postbetreibers durch einen direkten Vergleich der Postdienstbetreiber und enthält nur auf die Laufzeit bezogene Leistungsindikatoren. Insbesondere wird von dieser Europäischen Norm nicht berücksichtigt, ob die Abholzeiten den Kundenanforderungen entsprechen.
Die Europäische Norm kann zur Bewertung der Leistung von Postbetreibern für spezifische Produkte oder Dienstleistungen auf nationaler Ebene oder für einzelne Kunden bzw. Kundengruppen verwendet werden.
Die Europäische Norm sollte nicht zur Bewertung der Gesamtleistung einer Gruppe von Produkten oder Dienstleistungen verwendet werden, die über eine andere Leistungsbeschreibu
Services postaux - Qualité de service - Mesure de la qualité de service de bout en bout pour courrier en nombre
La présente Norme européenne spécifie les méthodes pour mesurer le délai d'acheminement bout en bout du courrier en nombre, prioritaire ou non, national et transfrontière, collecté, traité et distribué par des opérateurs postaux. Elle s'appuie sur des méthodes utilisant un échantillon de bout en bout représentatif du courrier en nombre adressé. Le bout en bout est défini comme démarrant au point où le courrier est introduit dans le système de collecte/prise en charge, sous la responsabilité des opérateurs postaux, jusqu'au point de distribution finale sous la responsabilité des opérateurs postaux.
Pour les besoins de la présente Norme européenne, le courrier en nombre peut inclure tous les types de courrier adressé en nombre : lettres, courrier direct, magazines et journaux, sauf indication contraire.
Il convient d'exprimer le résultat global de la qualité de service en pourcentage de courrier distribué en J + n jours, de bout en bout, conformément à la directive postale européenne, ou en pourcentage de courrier distribué aux, ou entre les, dates prévues. Il est recommandé que les mesures se fassent sur des journées entières et ne se limitent pas à une référence à une heure spécifique du jour de distribution.
Cet indicateur de qualité de service ne mesure pas les performances globales de l'opérateur postal, d'une manière qui permette une comparaison directe entre les opérateurs du service postal, et il n'inclut pas d'indicateurs de performance de service autres que ceux relatifs au délai d'acheminement. La présente Norme européenne en particulier ne mesure pas si l'heure de dépôt satisfait aux exigences des clients.
La présente Norme européenne peut être utilisée pour évaluer la performance des opérateurs postaux pour des produits ou des services spécifiques à l'échelon national ou pour un client individuel ou un groupe de clients.
Poštne storitve - Kakovost storitev - Merjenje časa prenosa od sprejema do vročitve za masovno pošto
General Information
- Status
- Withdrawn
- Publication Date
- 16-Dec-2003
- Withdrawal Date
- 27-Mar-2007
- Technical Committee
- CEN/TC 331 - Postal services
- Drafting Committee
- CEN/TC 331/WG 1 - Quality of service
- Current Stage
- 9960 - Withdrawal effective - Withdrawal
- Start Date
- 28-Mar-2007
- Completion Date
- 28-Mar-2007
Relations
- Effective Date
- 18-Jan-2023
- Effective Date
- 22-Dec-2008
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Frequently Asked Questions
EN 14534:2003 is a standard published by the European Committee for Standardization (CEN). Its full title is "Postal services - Quality of service - Measurement of the transit time of end-to-end services for bulk mail". This standard covers: This European Standard specifies methods for measuring the end-to-end transit time of the domestic and cross-border, priority and non-priority, bulk mail, collected, processed and distributed by postal service operators. It considers methods using a representative end-to-end sample of addressed bulk mail. End-to-end is defined as from the point mail is placed into the collection/acceptance system under the responsibility of the postal operators, to the final delivery point under the responsibility of the postal operators. For the purpose of this European Standard, bulk mail can include all types of addressed bulk mail; letter mail, direct mail, magazines, and newspapers, unless otherwise indicated. The overall quality-of-service result should be expressed as percentage of mail delivered within J + n days end-to-end according to the EC postal directive or the percentage of mail delivered by, on or between expected dates. The measurement should be in whole days and not be restricted by reference to a specific time of day for delivery. This quality of service indicator does not measure the postal operator's overall performance in a way, which provides direct comparison of postal service operators, and does not include other service performance indicators than those related to transit time. In particular this European Standard does not measure whether the timing of collections meet customers' requirements. The European Standard can be used to assess the performance of postal operators for specific products or services at a national level or for an individual or a group of customers. The European Standard should not be used to assess the overall performance of a group of products or services which have other service specifications in terms of transit time expectation.
This European Standard specifies methods for measuring the end-to-end transit time of the domestic and cross-border, priority and non-priority, bulk mail, collected, processed and distributed by postal service operators. It considers methods using a representative end-to-end sample of addressed bulk mail. End-to-end is defined as from the point mail is placed into the collection/acceptance system under the responsibility of the postal operators, to the final delivery point under the responsibility of the postal operators. For the purpose of this European Standard, bulk mail can include all types of addressed bulk mail; letter mail, direct mail, magazines, and newspapers, unless otherwise indicated. The overall quality-of-service result should be expressed as percentage of mail delivered within J + n days end-to-end according to the EC postal directive or the percentage of mail delivered by, on or between expected dates. The measurement should be in whole days and not be restricted by reference to a specific time of day for delivery. This quality of service indicator does not measure the postal operator's overall performance in a way, which provides direct comparison of postal service operators, and does not include other service performance indicators than those related to transit time. In particular this European Standard does not measure whether the timing of collections meet customers' requirements. The European Standard can be used to assess the performance of postal operators for specific products or services at a national level or for an individual or a group of customers. The European Standard should not be used to assess the overall performance of a group of products or services which have other service specifications in terms of transit time expectation.
EN 14534:2003 is classified under the following ICS (International Classification for Standards) categories: 03.240 - Postal services. The ICS classification helps identify the subject area and facilitates finding related standards.
EN 14534:2003 has the following relationships with other standards: It is inter standard links to EN 14534:2003+A1:2007, EN 14534:2003/prA1. Understanding these relationships helps ensure you are using the most current and applicable version of the standard.
EN 14534:2003 is associated with the following European legislation: EU Directives/Regulations: 2002/39/EC, 97/67/EC; Standardization Mandates: M/240. When a standard is cited in the Official Journal of the European Union, products manufactured in conformity with it benefit from a presumption of conformity with the essential requirements of the corresponding EU directive or regulation.
EN 14534:2003 is available in PDF format for immediate download after purchase. The document can be added to your cart and obtained through the secure checkout process. Digital delivery ensures instant access to the complete standard document.
Standards Content (Sample)
2003-01.Slovenski inštitut za standardizacijo. Razmnoževanje celote ali delov tega standarda ni dovoljeno.Postal services - Quality of service - Measurement of the transit time of end-to-end services for bulk mailServices postaux - Qualité de service - Mesure de la qualité de service de bout en bout pour courrier en nombrePostalische Dienstleistungen - Dienstqualität - Laufzeitmessung 'end-to-end' für MassensendungenTa slovenski standard je istoveten z:EN 14534:2003SIST EN 14534:2004en03.240Poštne storitvePostal servicesICS:SLOVENSKI
STANDARDSIST EN 14534:200401-september-2004
EUROPEAN STANDARDNORME EUROPÉENNEEUROPÄISCHE NORMEN 14534December 2003ICS 03.240English versionPostal services - Quality of service - Measurement of the transittime of end-to-end services for bulk mailServices postaux - Qualité de service - Mesurage desdélais d'acheminement des dépôts en nombre (mesure debout en bout)Postalische Dienstleistungen - Dienstqualität -Laufzeitmessung 'end-to-end' für MassensendungenThis European Standard was approved by CEN on 23 May 2003.CEN members are bound to comply with the CEN/CENELEC Internal Regulations which stipulate the conditions for giving this EuropeanStandard the status of a national standard without any alteration. Up-to-date lists and bibliographical references concerning such nationalstandards may be obtained on application to the 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 translationunder the responsibility of a CEN member into its own language and notified to the Management Centre has the same status as the officialversions.CEN members are the national standards bodies of Austria, Belgium, Czech Republic, Denmark, Finland, France, Germany, Greece,Hungary, Iceland, Ireland, Italy, Luxembourg, Malta, Netherlands, Norway, Portugal, Slovakia, Spain, Sweden, Switzerland and UnitedKingdom.EUROPEAN COMMITTEE FOR STANDARDIZATIONCOMITÉ EUROPÉEN DE NORMALISATIONEUROPÄISCHES KOMITEE FÜR NORMUNGManagement Centre: rue de Stassart, 36
B-1050 Brussels© 2003 CENAll rights of exploitation in any form and by any means reservedworldwide for CEN national Members.Ref. No. EN 14534:2003 E
(normative)
Calculation of the variance of the estimator of the on-time probability.27Annex B
(normative)
Calculation rule.42Annex C
(normative)
Quality control and auditing.49Annex D
(informative)
Real mail studies.53Annex E
(informative)
Validation rules for test items.55Annex F
(informative)
Additional reporting.56Bibliography.58
1 The International Chamber of Commerce / ESOMAR International Code of Marketing and Social Research Practice is available from:ESOMAR:Vondelstraat 1721054 GV AMSTERDAMThe NetherlandsTel: +31-20-664 21 41Fax: +31-20-664 29 22www.esomar.orgorThe International Chamber of Commerce:www.iccwbo.org
The term accuracy, when applied to a set of test results, involves a combination of random components and acommon systematic error or bias component.
[ISO 3534-1:1993]NOTE 2
In this standard the accuracy is given by the length 2e of the confidence interval at the confidence level 95 % for theparameter being estimated, namely the probability of attaining the specification with respect to the transit time.3.2aggregationcompounding of primary data into an aggregate for the purpose of expressing them in a summary form3.3auditsystematic and independent examination to determine whether activities and related results comply with plannedarrangements and whether these arrangements are implemented effectively and are suitable to achieve objectives[EN ISO 9000:2000]3.4average (arithmetic mean)sum of values divided by the number of values [ISO 3534-1:1993]3.5bring servicemail collection or mail delivery service specifically contracted by the customer3.6bulk maillarge volume of mail having similar characteristics posted by a single sender at the same induction pointNOTE
Customers typically share the outward processing of bulk mail by sorting or segregating the mail to enable the postaloperator to by-pass the first sortation stages.Cf sender3.7businessbodies other than households that receive and send mail3.8characteristicproperty which helps to identify or differentiate between items of a given populationNOTE 1
The characteristics can be either quantitative - by variables, or qualitative - by attributes [ISO 3534-1:1993]NOTE 2
In this European Standard the population is postal test items and the characteristics are related to type of senders,type of receivers, times and types of induction or delivery, physical aspects of test items, franking, etc.3.9citygeographically defined area according to national classification systems
[EN ISO 9000:2000]3.11corrective actionaction taken to eliminate the causes of an existing non-conformity, defect or other undesirable situation in order toprevent recurrence [EN ISO 9000:2000]3.12correlationrelationship between two or several random variables within a distribution of two or more random variablesNOTE
Most statistical measures of correlation measure only the degree of linear relationship. [ISO 3534-1:1993]3.13correlation coefficientratio of the covariance of two random variables to the product of their standard deviations [ISO 3534-1:1993]3.14countryterritory of a nation with its own government3.15cross-border mailmail distributed from one country to another country3.16customernatural or legal person having a business relationship with a postal operator3.17date of deliverydate on which a postal item is delivered to the address or to the addressee3.18date of deposit (J)date on which a postal item is posted, provided posting takes place before the last collection of that dayNOTE 1
The term date of deposit is used in relation to quality of service measurement. The definition is based on the PostalDirective 97/67/EC.NOTE 2
Last collection refers to the advertised last time for collection (not the actual time) or to the contracted latest time forcollection.NOTE 3
If a postal item is posted after the last collection for that day’s mail then the date of deposit is the next date on whichthere is a collection for that type of mail .3.19date of postingcalendar date on which a postal item is posted3.20delivery pointphysical location at which delivery of postal items by a postal operator takes place and where they leave theoperator’s responsibility3.21design factorratio of the variance of the estimator in the given sample design by the variance of the estimator in an elementarysample design of the same size. The design factor is related to a given sample design and estimator.
In this standard a characteristic is discriminant when transit time differs according to the different modes of thecharacteristic.3.23distributionprocess from collecting mail at collecting points through sorting at the distribution centre to delivery of mail items tothe addressee3.24domestic mailmail items sent and received within one country3.25end-to-end (transit time)from the point mail is placed into the collection/acceptance system under the responsibility of the collecting postaloperator to the final delivery point under the responsibility of the delivering postal operator3.26estimatevalue of an estimator obtained as a result of an estimation [ISO 3534-1:1993]3.27estimatorstatistic used to estimate a population parameter
[ISO 3534-1:1993]NOTE
In this European Standard, a function of the observed values of test item transit times allowing the estimation of theprobability of attaining the specification with respect to the transit time.3.28expectationfor a discrete random variable X taking the values xi, with the probabilities pi, the expectation if it exists, is:m = E(X) = Spi xithe sum being extended over all the values xi which can be taken by X [ISO 3534-1:1993]3.29field of studytotal mail flow of one product and service between defined postal areas as:— Domestic - one operator in one country— Domestic - one operator in one country for an individual or a group of customers— Domestic - a group of operators in one country— Cross-border - one operator to one country— Cross-border - one operator to a group of countries— Cross-border - one country to one country— Cross-border - one country to a group of countries3.30frequencynumber of occurrences of a given type of event or the number of observations falling into a special class[ISO 3534-1:1993]
t
with transit times meeting the specification
[EN ISO 9000:2000]3.51quality controloperational techniques and activities that are used to fulfil requirements for quality [EN ISO 9000:2000 andISO 3534-2:1993]3.52quality evaluationsystematic examination of the extent to which an entity is capable of fulfilling specified requirements [EN ISO9000:2000]3.53random samplesample of n items taken from a population of N items in such a way that each item in the population has a strictlypositive probability of being selected
The sender can be a consolidator or a mailing house3.61service standardstandard that specifies requirements to be fulfilled by a service, to establish its fitness for purpose3.62single piece mailpostal items posted and processed individually3.63sorting centreplace where the main sorting of mail is done3.64stamped mailpostal items paid for with postage stamps3.65standarddocument, established by consensus and approved by a recognised body, that provides, for common and repeateduse, rules, guidelines or characteristics for activities or their results, aimed at the achievement of the optimumdegree of order in a given contextNOTE
Standards should be based on the consolidated results of science, technology and experience, and aimed at thepromotion of optimum community benefits [EN 45020].3.66stratificationdivision of a population into mutually exclusive and exhaustive sub-populations (called strata) which are thought tobe more homogeneous with respect to the characteristics investigated than the total population [ISO 3534-1:1993]
Study domains could be defined for example by geographic segmentation or by sub-product3.68test itempostal item produced in the test measurement system for the purpose of measuring real mail performance. Testitems should be representative of real mail. Test items can be either pre-fabricated by the survey operatorspecifically for the test measurement system or generated by a customer using an address list provided by thesurvey operator.3.69test periodperiod of time under which measurement has been carried out and for which the results are presented in aseparate test report3.70time of deliverytime when a postal item is delivered at its delivery point3.71transit timenumber of days elapsed between induction and delivery of mail item as calculated in 4.2.33.72transit time distributiontransit time of a mail item is random and therefore it is modelled as a random variable; the set of probabilities of anyevent concerning the random variable transit time of a mail item forms its probability distribution3.73urbancities, including their outskirts, with not less than a specified number of inhabitants3.74variancemeasure of dispersion, which is the sum of the squared deviations of observations from their average divided byone less than the number of observations [ISO 3534-1:1993]3.75weightvalue to compensate for the difference between the distribution of characteristics in the survey compared to realmail
Where additional reporting isrequired this should be agreed at the outset by regulator, customer, operator as appropriate. See annex F forexamples. All reported figures shall be accompanied by a statement of their accuracy.4.2 Calculation and presentation of on-time performanceAll reports shall state the level of on-time performance accuracy achieved in the test period. It may be thepercentage delivered by (J + n) days or, for example with magazines or newspapers, the percentage of maildelivered by, on or between expected days. The base survey would be the same, only the choice of indicator wouldchange.
Whatever indicator of performance is used, the measurement system shall be based on a date of depositand a date of delivery.The following subjects are related to the calculation and presentation of the on-time performance.4.2.1 Measurement unitIn accordance with the European Directive, (J) is the date of deposit provided induction takes place before thepublished last collection time at the point of induction of the mail or is made available to be collected by the postaloperator by a contracted time.
The date of deposit shall be determined for each individual item.For measurement purposes the date of deposit is when the postal operator takes responsibility for the mail. Thehandover to the postal operator may be made by the sending customer or an agent acting on behalf of the sendingcustomer. In cases where there are a range of collections from large customers, bulk mails containing test itemsposted after the last collection or posting time of the day for the type of mail shall be identified by the sendingcustomer to the survey operator and the date of deposit derived accordingly.4.2.2 Continuity of measurementAcross the field of study as a whole the measurement system shall be continuous. All months, weeks and days ofthe year in accordance with the definition of the measurement unit shall be eligible, including Christmas, Easter andsummer holiday periods. Participation of customers may not always fully represent all periods of the year and insuch circumstances the auditor shall comment on the possible consequences of this.
Postal items not delivered by J + 30can be excluded.All reports shall state the level of on-time performance accuracy achieved in the test period.4.2.4.1 On-time performanceOn-time performance shall be presented in one or more of the following ways. The result shall be presented as thepercentage of postal items arriving within J + k days, where J is the date of deposit and k is the number ofqualifying days for the service standard, or as the percentage of postal items delivered by/on/between expecteddays.4.2.4.2 Distribution of delivery daysThe distribution of delivery days shall be presented in one or more of the following ways.
The result shall bepresented as the cumulative percentage of mail delivered within a given period to J + 10 or the percentagedelivered early, on-time and late.
This includes, in particular, that test mailshall respect the sortation sequence of the sender’s mailing. Test mail shall not form a separate mailing to beposted by a sender.The use of test mail shall allow for precise end-to-end measurement. This test mail may - but does not have to -contain electronic chips or other advanced technology that can be monitored throughout the whole journey of eachtest item to allow for more detailed diagnostic analysis of the transit time. The organisation operating the measuringsystem shall take steps to ensure that the diagnostic system does not introduce biases in the end-to-endmeasurement system.Senders and receivers shall be spread all over the field of study in order to fulfil the specifications of stratificationand geographical coverage. The sending and receiving process shall be organised in order to fulfil thespecifications of the sample design and the test mail shall be manufactured in order to fulfil the specifications ofmail characteristics.The panel of senders and receivers shall be independent of postal service operators and shall be managed inaccordance with the International Chamber of Commerce / ESOMAR International Code of Marketing and SocialResearch Practice including its attachment. Measurement shall be carried out by an independent monitoringorganisation.The performance monitoring organisation, the panels of senders and the panels of receivers shall be independentof the postal operator. However, it is recognised that the postal operator may know the senders taking part. Thepostal operator shall not be advised, in advance of posting of the dates of monitoring.5.2 Creation of test mailSurveys of business mail cannot be conducted without the co-operation of posting customers. The impact on thesending customers' mailing operation has to be taken into account and the size and the complexity of the sendingcustomers' operations call for a variety of approaches to be considered. A method of sampling shall be used whichensures that the performance monitoring organisation knows the correct date and time of posting of each individualitem.Two main approaches are the seeding of mailing lists and the pre-fabrication of test items to be manually insertedinto a bulk mailing.· seeding of mailing lists may be a simpler task for the sender but it may cause problems in practice over theidentification of dates of deposit, particularly for large multi-day mailings.· manual insertion may involve more work for the sender and the performance monitoring organisation but it canhelp control the merging of test items with the bulk posting.5.3 Establishing the date of depositTo derive the date of deposit the most important practical pieces of information are the date and time of posting.The date of deposit is determined by comparing the date and time of posting with the latest acceptance time for thismailing. The following steps shall be required to minimise the recording errors for dates of deposit.
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