🔥🔥 Don’t Miss Out on Our End of Autumn Sale. If you have any questions, feel free to click the bottom right corner to contact our customer service..

Concat us[email protected]
Shopping Cart

No products in the cart.

🔍
BS EN 13850:2012:2013 Edition

BS EN 13850:2012:2013 Edition

$215.11

Postal Services. Quality of Services. Measurement of the transit time of end-to-end services for single piece priority mail and first class mail

Published By Publication Date Number of Pages
BSI 2013 120
PDF Format Searchable Printable Preview Now
Guaranteed Safe Checkout
Category:

If you have any questions, feel free to reach out to our online customer service team by clicking on the bottom right corner. We’re here to assist you 24/7.
Email:[email protected]

This European Standard specifies methods for measuring the end-to-end transit time of domestic and cross-border Single Piece Priority Mail (SPPM), collected, processed and delivered by postal service operators. It considers methods using representative end-to-end samples for all types of single piece priority mail services for addressed mail with defined transit-time service levels offered to the customer. This standard is applicable to the measurement of End-to-End priority mail services.

The standardised QoS-measurement method provides a uniform way for measuring the end-to-end transit time of postal items. Using a standardised measurement method will assure that the measurement will be done in an objective and equal way for all operators in accordance with the requirements of the Directive 97/67/EC and its amendments.

It is not the purpose of this standard to measure the postal operators’ overall performance in a way that provides direct comparison of postal service providers.

This European Standard relates to the measurement of the SPPM services given to household and business customers that post mail at street letterboxes, over the counter at post offices or have pick-ups at their offices. To cover flows with smaller mail volumes this European Standard includes flexibility areas for adapted implementation. For technical reasons this European Standard may not be suitable for the measurement of very small volumes of mail.

The end-to-end service measured may be provided by one operator or by a group of operators working either together in the same distribution chain or parallel in different distribution chains. This European Standard is not applicable for the measurement of end-to-end transit times in fields of study with more than one induction operator (Multi-Operator Environments), which require different methodologies. The method for end-to-end measurement specified in this European Standard is also not designed to provide results for the measurement of parts of the distribution chain.

This European Standard is not applicable for the measurement of end-to-end transit times of bulk mailers’ services and hybrid mail, which require different measurement systems and methodologies (see, for example, EN 14534 Measurement of the transit time of end-to-end services of bulk mail).

This European Standard includes specifications for the quality control and auditing of the measurement system.

This European Standard does not specify:

  • the minimum acceptable level of accuracy that will be required by the national regulatory authority;

  • the target(s) that the regulatory authority might set;

  • how the regulatory authority should determine whether the target(s) have been met.

PDF Catalog

PDF Pages PDF Title
4 Contents
8 Foreword
9 0 Introduction
0.1 General
0.2 Regulatory background
10 1 Scope
2 Normative references
11 3 Terms and definitions
17 4 Symbols and abbreviations
18 5 Transit time as a Quality-of-Service indicator
5.1 General
19 5.2 Transit time calculation
5.2.1 Measurement unit
5.2.2 Continuity of measurement
5.2.3 Calculation of the transit time
20 5.3 Service performance indicators
6 Methodology
6.1 Representative sample design
21 6.2 Minimum Sample Size (MSS)
6.2.1 Domestic measurement systems
6.2.2 Cross-border measurement systems
22 6.3 Determination of the design basis
6.3.1 General
6.3.2 Estimation of real mail flows
6.3.2.1 Real mail studies
6.3.2.2 Logistic / management data
23 6.3.3 Design basis
6.3.3.1 First measurement period
6.3.3.2 Running system
6.4 Discriminant Mail Characteristics (DMC)
6.4.1 General
6.4.2 Determination of the discriminant mail characteristics
24 6.4.3 Geographical stratification
25 6.5 Geographical distribution of the panel
6.5.1 General
6.5.2 Small panels up to 90 panellists
26 6.5.3 Bigger panels over 90 panellists
27 6.6 Integrity of the measurement
28 6.7 Unbiased sample design
7 Report
7.1 Measurement results
29 7.2 Estimators
7.2.1 Accuracy
7.2.2 Panel turnover in relation to accuracy
30 7.3 Weighting of the results
7.3.1 Reasons for implementing a weighting system
7.3.1.1 Weighting according to the sample design
7.3.1.2 Weighting due to non-response and invalid test items
7.3.2 Weighting caps
7.3.2.1 General
7.3.2.2 Weighting caps for each discriminant characteristic
31 7.3.2.3 Weighting caps for each individual item
7.3.3 Design changes due to annual mail characteristic and postal flow changes
7.4 Content and timing
32 8 Quality control and auditing
33 9 The annexes
34 Annex A (normative) Accuracy calculation
A.1 Scope
A.1.1 General
A.1.2 Two stage sampling approach
A.1.3 Covariance / Stratification / Accuracy calculation
A.1.4 The design factor
35 A.2 Symbols
A.3 Variance calculation for one stratum
A.3.1 General calculation method
36 A.3.2 Relation-to-total variation
A.3.3 Intra-relation variation
37 A.4 Variance calculation for a stratified sample
A.4.1 Variance of a weighted sample design
A.4.2 Final weight of the individual item
38 A.4.3 Weighting basis
A.4.4 Combination of weighting and covariance
39 A.5 Calculation of the confidence interval
A.5.1 General
A.5.2 Normal approximation
A.5.2.1 The Normal confidence interval
A.5.2.2 Applicability of the Normal confidence interval
41 A.5.3 Agresti-Coull approximation
42 A.5.4 Inverse Beta approximation
43 Annex B (normative) Transit Time Calculation Rule
B.1 Working week transit time calculation rule / domestic and cross-border mail
44 B.2 Calculation rules
B.2.1 Rule 1: Collection Monday-Friday / Delivery Monday-Friday
45 B.2.2 Rule 2: Collection Monday-Friday / Delivery Tuesday-Saturday
46 B.2.3 Rule 3: Collection Monday-Friday / Delivery Monday-Saturday
47 B.2.4 Rule 4: Collection Monday-Saturday / Delivery Monday-Friday
48 B.2.5 Rule 5: Collection Sunday-Friday / Delivery Monday-Friday
49 B.2.6 Rule 6: Collection Monday-Saturday / Delivery Monday-Saturday
50 B.2.7 Rule 7: Collection Sunday-Friday / Delivery Monday-Saturday
51 Annex C (normative) Quality control and auditing
C.1 Quality Control
C.1.1 Statistical design
C.1.2 Test item production
C.1.3 Provision of test items to the sender panellists
52 C.1.4 Sending test items
C.1.5 Receiving test items
C.1.6 Data collection
C.1.7 Data analysis and reporting
53 C.1.8 Archiving
C.1.9 Quality control and Information Technology (IT)
C.2 Auditing – general remarks
54 C.3 Audit of the design basis
C.3.1 General
C.3.2 Methodological audit
C.3.3 Results
55 C.4 Audit of the Quality-of-Service measurement system
C.4.1 Panel audit
C.4.2 Stability of the parameters
C.4.3 Instructions given to the panellists
C.4.4 General Audit of the system
56 Annex D (normative) Relaxation related to flows with small real mail volumes
D.1 General
D.1.1 Scope
D.1.2 Measurement period
D.1.3 Minimum Sample Size (MSS)
57 D.2 Domestic mail flows
58 D.3 Cross-border mail flows
60 Annex E (informative) Purpose of postal Quality of Service standards
E.1 General
E.2 Benefits of QoS standards
61 E.3 Use of the survey results for quality improvement
E.3.1 Detailed analysis
E.3.2 Other / broader concepts
E.3.2.1 General
E.3.2.2 Panellist methodologies
E.3.2.3 Technical registrations
62 Annex F (informative) Considerations before implementing EN 13850
F.1 Limitations of EN 13850
F.2 Responsibilities
F.2.1 General
63 F.2.2 Regulatory authority
F.2.3 Postal operator
64 F.2.4 Independent Performance monitoring organisation
F.2.5 Auditor
65 F.3 Design of the measurement system
F.3.1 Design parameters
66 F.3.2 Field of study
F.3.2.1 General
F.3.2.2 Domestic services
F.3.2.3 Cross border services
67 F.3.3 Geographical coverage
68 F.3.4 Design requirements due to national peculiarities
F.4 Small mail volumes
F.4.1 General
F.4.2 Domestic
F.4.3 Cross border
69 F.5 Measurement organisation
F.5.1 Role of the contractor
F.5.2 Independence
F.5.3 Tender process
70 Annex G (informative) Design basis
G.1 Discriminant characteristics
G.1.1 Representative sample design
G.1.1.1 Representativeness in a postal end-to-end network
G.1.1.2 Formats and weights
71 G.1.1.3 Type of induction and delivery
G.1.1.4 Additional mail characteristics
G.1.2 Studies for the evaluation of possible candidates
G.1.2.1 Type and extent of the evaluation
72 G.1.2.2 A quick-check of significance
73 G.1.3 Connection between Design Basis and Sample Design
74 G.2 Design basis
G.2.1 Real mail studies for domestic mail
G.2.1.1 General
76 G.2.1.2 Documentation
G.2.1.3 Adequate representativeness
77 G.2.2 Real mail studies for cross border mail
G.2.3 Alternative design bases
G.2.3.1 General
G.2.3.2 Alternative design bases: Proxies for existing real mail flows
G.2.3.3 Requirements for the reporting
78 G.3 Frequency of update
79 Annex H (informative) Implementing EN 13850
H.1 Stages of the survey
H.1.1 Preparation
H.1.1.1 General
H.1.1.2 Test mail survey planning phase
H.1.1.3 Real mail studies planning & set-up phase
H.1.1.4 Real mail studies pilot and final adjustment
H.1.1.5 Adjustment of survey design and contract phase
H.1.2 Set-up
H.1.3 Pilot (testing phase)
80 H.1.4 Faster implementation
H.1.4.1 General
H.1.4.2 Parallel run of test and real mail studies
H.1.4.3 Minor modifications
H.1.4.4 Major modifications
H.1.5 Measurement period
81 H.2 Panellists
H.2.1 Representativeness
H.2.2 Risk of panellist identification
82 H.2.3 Induction and delivery
H.2.3.1 Induction and last collection
83 H.2.3.2 Delivery and correct addressing
H.2.3.3 P.O. boxes and pick-up times
84 H.2.4 Panel turnover
H.3 Validation and transit time calculation
H.3.1 Data validation
H.3.1.1 General
85 H.3.1.2 Item-based validation
H.3.1.3 Panellist based validation
86 H.3.2 Service standard
87 H.3.3 Transit-time calculation rule
H.3.3.1 General
H.3.3.2 Mandatory calculation rule
H.3.3.3 Additional calculation rules
88 H.3.4 Loss
H.3.5 Force majeure
H.3.5.1 Best practice
90 H.4 Weighting
H.4.1 Weighting and stratification
H.4.1.1 General
91 H.4.1.2 Real mail distribution and Real Mail Weights (RMW)
H.4.1.3 Weighting Basis (WB) and Calculated Mode Weights (CMW)
92 H.4.1.4 Individual Final Weight (IFW)
H.4.1.5 Alternate formulation: Corrective factors
H.4.1.6 Illustrative example
95 H.4.2 Weighting caps
H.4.2.1 Necessity for weighting caps
96 H.4.2.2 Caps applied at the mode level
97 H.4.2.3 Caps at the item level
H.5 Reporting of results
H.5.1 Reporting
99 H.5.2 Archiving
100 H.6 Audit
H.6.1 General
H.6.2 Position of the auditor
H.6.3 Audit report
101 H.6.4 Selection of the auditor
H.6.5 Frequency of audit
H.7 Implementation timetables
105 Annex I (informative) Application of the accuracy calculation
I.1 Limitations of the accuracy calculation methods provided
I.1.1 Participants with high mail loads
I.1.2 Disproportional models beyond the capping system
106 I.2 Recommendations for the application of the rules
I.2.1 Unstratified end-to-end sample
I.2.2 Stratified simple random sample
107 I.2.3 Approximation of the Binomial distribution
I.2.4 Accuracy
I.2.5 Accuracy application
109 I.3 The sample size
I.4 General Example for a national yearly result
I.4.1 Introduction
111 I.4.2 Design factor for an unstratified end-to-end sample
112 I.4.3 Design factor for a stratified random sample
113 I.4.4 Accuracy calculation
I.4.4.1 General
114 I.4.4.2 Normal confidence interval
I.4.4.3 Alternative confidence intervals
115 I.5 Simplified scenarios
I.5.1 General
I.5.2 Transit time results up to 96 %
I.5.3 Fully proportional sample
116 I.5.4 Single induction / delivery point
I.5.5 Induction / delivery point with only one letter
117 Annex J (informative) Changes to the 2007 version of EN 13850
J.1 Methodology
J.1.1 Accuracy and Minimum Sample Size (MSS)
J.1.2 MSS for flows with small real mail volumes
118 J.2 Transit-time calculation rule
J.3 Accuracy calculation method
J.3.1 Improved applicability
J.3.2 Reduced bias in calculation

Related products

BS EN 13850:2012
$215.11