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1、DRAFT FOR DEVELOPMENT DD CEN/TS 14773:2004 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 ICS 03.240 ? Licensed Copy: London South Bank University, London South Bank University, Sat Dec 09 04:2
2、8:10 GMT+00:00 2006, Uncontrolled Copy, (c) BSI DD CEN/TS 14773:2004 This Draft for Development was published under the authority of the Standards Policy and Strategy Committee on 23 November 2004 BSI 23 November 2004 ISBN 0 580 44845 2 National foreword This Draft for Development is the official En
3、glish language version of CEN/TS 14773:2004. This publication is not to be regarded as a British Standard. It is being issued in the Draft for Development series of publications and is of a provisional nature because experience is required in its application before it is converted to a European and
4、hence British Standard. It should be applied on this provisional basis, so that information and experience of its practical application may be obtained. Comments arising from the use of this Draft for Development are requested so that UK experience can be reported to the European organization respon
5、sible for its conversion to a European Standard. A review of this publication will be initiated 2 years after its publication by the European organization so that a decision can be taken on its status at the end of its 3-year life. Notification of the start of the review period will be made in an an
6、nouncement in the appropriate issue of Update Standards. According to the replies received by the end of the review period, the responsible BSI Committee will decide whether to support the conversion into a European Standard, to extend the life of the Technical Specification or to withdraw it. Comme
7、nts should be sent in writing to the Secretary of BSI Technical Committee SVS/4, Postal services, at British Standards House, 389 Chiswick High Road, London W4 4AL, giving the document reference and clause number and proposing, where possible, an appropriate revision of the text. A list of organizat
8、ions 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 Corresponde
9、nce Index”, or by using the “Search” facility of the BSI Electronic Catalogue or of British Standards Online. Summary of pages This document comprises a front cover, an inside front cover, the CEN/TS title page, pages 2 to 36, an inside back cover and a back cover. The BSI copyright notice displayed
10、 in this document indicates when the document was last issued. Amendments issued since publication Amd. No. DateComments Licensed Copy: London South Bank University, London South Bank University, Sat Dec 09 04:28:10 GMT+00:00 2006, Uncontrolled Copy, (c) BSI TECHNICAL SPECIFICATION SPCIFICATION TECH
11、NIQUE TECHNISCHE SPEZIFIKATION CEN/TS 14773 September 2004 ICS 03.240 English version 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 Services postaux - Qualit du service - Mesurage des pert
12、es et des retards importants pour le courrier prioritaire gren et de 1re classe, partir dune enqute utilisant des lettres dessai Postalische Dienstleistungen - Dienstqualitt - Messung des Verlustes und der erheblichen Verzgerungen von Vorzugssendungen und Einzelsendungen erster Klasse unter Verwendu
13、ng von Testbriefen This Technical Specification (CEN/TS) was approved by CEN on 26 January 2004 for provisional application. The period of validity of this CEN/TS is limited initially to three years. After two years the members of CEN will be requested to submit their comments, particularly on the q
14、uestion whether the CEN/TS can be converted into a European Standard. CEN members are required to announce the existence of this CEN/TS in the same way as for an EN and to make the CEN/TS available promptly at national level in an appropriate form. It is permissible to keep conflicting national stan
15、dards in force (in parallel to the CEN/TS) until the final decision about the possible conversion of the CEN/TS into an EN is reached. CEN members are the national standards bodies of Austria, Belgium, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Irel
16、and, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Slovakia, Slovenia, Spain, Sweden, Switzerland and United Kingdom. EUROPEAN COMMITTEE FOR STANDARDIZATION COMIT EUROPEN DE NORMALISATION EUROPISCHES KOMITEE FR NORMUNG Management Centre: rue de Stassart, 36 B-10
17、50 Brussels 2004 CENAll rights of exploitation in any form and by any means reserved worldwide for CEN national Members. Ref. No. CEN/TS 14773:2004: E Licensed Copy: London South Bank University, London South Bank University, Sat Dec 09 04:28:10 GMT+00:00 2006, Uncontrolled Copy, (c) BSI CEN/TS 1477
18、3:2004 (E) 2 Contents Page Foreword. 4 Introduction 5 1 Scope 6 2 Normative references . 6 3 Terms and definitions. 8 4 Loss as a quality of service indicator. 14 4.1 General. 14 4.2 Calculation and presentation of loss and substantial delay 15 4.2.1 General. 15 4.2.2 Period after which an item is c
19、onsidered to be lost or substantially delayed 15 4.2.3 Service performance indicator 15 5 Methodology 16 5.1 General. 16 5.2 Estimators 16 5.2.1 General. 16 5.2.2 Accuracy 16 5.2.3 Measurement results 17 5.2.4 Calculation of the accuracy . 17 5.2.5 Aggregation of results 17 5.3 Validation and contro
20、l of panellist information . 17 5.3.1 General. 17 5.3.2 Panellist requirements 18 5.3.3 Validation of information 18 5.4 Treatment of clusters of lost items. 18 6 Test mail characteristics 19 7 Report. 19 8 Quality control and auditing 20 Annex A (normative) Calculation of the accuracy of the estima
21、tor of the performance indicator. 21 Annex B (normative) Panellist management and validation 24 B.1 Management, guidance, training and monitoring of panellists . 24 B.2 Item validation. 24 B.3 Panellists validation 25 Annex C (normative) Quality control and auditing 27 C.1 General. 27 C.2 Sending te
22、st items 27 C.3 Receiving test items . 27 Annex D (informative) Use of different rules for defining substantial delay 28 D.1 General. 28 D.2 Circumstances when additional analysis is appropriate 28 D.3 Reporting requirements for additional analyses. 29 Annex E (informative) Experience of measuring l
23、oss. 30 E.1 General. 30 E.2 Experience in Portugal. 30 Licensed Copy: London South Bank University, London South Bank University, Sat Dec 09 04:28:10 GMT+00:00 2006, Uncontrolled Copy, (c) BSI CEN/TS 14773:2004 (E) 3 E.2.1 General. 30 E.2.2 Brief description of the Portuguese system 30 E.3 Experienc
24、e in United Kingdom 31 E.4 Experience in Germany 31 E.5 Comments from International Post Corporation . 31 E.5.1 General. 31 E.5.2 Response Rates (Referring to requirements under 5.3). 32 E.5.3 Clustering (Referring to requirements under 5.4) . 33 E.5.4 Sample sizes (Referring to Annex A) 33 E.5.5 Ma
25、tching reality. 33 E.6 Comments from France 33 E.6.1 General. 33 E.6.2 Panel efficiency rate . 34 E.6.3 Confirmation procedures. 34 E.7 Concluding Remarks 35 Bibliography . 36 Licensed Copy: London South Bank University, London South Bank University, Sat Dec 09 04:28:10 GMT+00:00 2006, Uncontrolled
26、Copy, (c) BSI CEN/TS 14773:2004 (E) 4 Foreword This document (CEN/TS 14773:2004) 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 publication of an identi
27、cal text or by endorsement, at the latest by March 2005, and conflicting national standards shall be withdrawn at the latest by March 2005. According to the CEN/CENELEC Internal Regulations, the national standards organizations of the following countries are bound to announce this CEN Technical Spec
28、ification: Austria, Belgium, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Slovakia, Slovenia, Spain, Sweden, Switzerland and United Kingdom. For compatibility
29、 between CEN and UPU versions of this document, the term document is used. In a CEN context, this should be interpreted as being equivalent to the deliverable mentioned on the title page of this document. In a UPU context, this should be interpreted as being equivalent to standard.“ Licensed Copy: L
30、ondon South Bank University, London South Bank University, Sat Dec 09 04:28:10 GMT+00:00 2006, Uncontrolled Copy, (c) BSI CEN/TS 14773:2004 (E) 5 Introduction In the Green paper on postal services in 1992 the European Commission emphasised the need to establish common rules for the development of co
31、mmunity postal services and the improvement of quality of service. The Commission identified requirements for quality of service measurement that included the reliability of services and treatment of problems of loss, theft and damage. CEN was asked to draw up standards related to the methodology fo
32、r the measurement of loss of mail at reasonable cost for some mail types within the universal service. There has been only limited experience in using sample surveys to measure the level of loss in postal services and it is not possible to define a standard for measurement at present. However it is
33、possible to set out the main requirements that would probably be included in such a standard in order that the methodology may be applied and tested. Once this has been done and experience has been gained this document may be developed into a standard. This document sets out a methodology for a more
34、 precise measure of the level of loss and substantial delay of single piece priority letters than can be obtained from the measurement of complaints. This document refers to a number of principles and minimum requirements to be applied for the measurement of the level of loss and substantial delay o
35、f national and cross-border priority and first class letter mail. Annex E of this document describes the experience of measuring loss and contains comments relating to the implementation of the Technical Specification which have already been reported to CEN. Since the Technical Specification is to s
36、ome extent experimental, CEN would particularly like to collect experience on its use from those who have implemented it. This will be valuable in determining how the Technical Specification may best be developed into a standard. Licensed Copy: London South Bank University, London South Bank Univers
37、ity, Sat Dec 09 04:28:10 GMT+00:00 2006, Uncontrolled Copy, (c) BSI CEN/TS 14773:2004 (E) 6 1 Scope This document specifies methods for measuring the level of loss and substantial delay, using a survey of test letters, of domestic and cross-border priority and first class single piece letter mail, c
38、ollected, processed and distributed by postal service operators. It is impossible in practice to distinguish between items which will never arrive and items which have been delayed for a very long time. A minimum period is therefore defined after which an item that has been sent shall be treated as
39、if it has been lost or substantially delayed for the purposes of measurement. The resulting overall figure for loss and substantial delay is to be expressed as a percentage of the total posted priority and first class single piece mail. This indicator does not measure the postal operators overall pe
40、rformance in a way which provides direct comparison of postal service operators, and does not include other service performance indicators other than those related to loss and substantial delay. According to this document, loss and substantial delay is estimated within specified accuracy limits. Whe
41、n the level of loss is very small it may only be possible to estimate an upper limit for the level of loss. This document has been developed from and is compatible with the requirements of EN 13850 for the measurement of the transit time of end-to-end services for single piece priority mail and firs
42、t class mail, so that the same survey may be used to measure loss and substantial delay and on-time performance. Thus it comprises a set of requirements for the design of a measuring system involving the selection and distribution of test letters sent and received by selected panellists, according t
43、o a specification that ensures that the test letter sample design is representative of the real mail flows. This document relates to the measurement of the so called “normal” services given to private persons / households and businesses that post mail at street letter boxes, over the counter at post
44、 offices, have pick ups at their offices or give their mail directly at postal service operators sorting centres. For technical reasons this document may not in all parts be suitable for the measuring of very small volumes of mail and for operators with limited coverage. This document is not applica
45、ble for measuring the level of loss or substantial delay for large bulk mailers services and hybrid mail which require different measurement systems and methodologies. This document includes specifications for the quality control and auditing of the measurement system and for the reporting of loss a
46、nd substantial delay of mail. 2 Normative references The following referenced documents are indispensable for the application of this document. For dated references, only the edition cited applies. For undated references, the latest edition of the referenced document (including any amendments) appli
47、es. EN 13850:2002, Postal services - Quality of service - Measurement of the transit time of end-to-end services for single piece priority mail and first class mail EN 14012, Postal services - Quality of service - Measurement of complaints and redress procedures. EN ISO 9000, Quality management syst
48、ems Fundamentals and vocabulary (ISO 9000:2000). ISO 3534-1:1993, Statistics Vocabulary and symbols Part 1: Probability and general statistical terms. Licensed Copy: London South Bank University, London South Bank University, Sat Dec 09 04:28:10 GMT+00:00 2006, Uncontrolled Copy, (c) BSI CEN/TS 1477
49、3:2004 (E) 7 ISO 3534-2:1993, Statistics Vocabulary and symbols Part 2: Statistical quality control. ISO 19011, Guidelines for quality and/or environmental management systems auditing International Chamber of Commerce / ESOMAR International Code of Marketing and Social Research Practice, with attachments.1) 1) This document can be obtained from www.esomar.org and from www.iccwbo.org . ESOMAR Central Secretariat (emailesomar.nl) Licensed Copy: London South Bank University, London Sou