🔥🔥 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 14534:2023:2024 Edition

BS EN 14534:2023:2024 Edition

$215.11

Postal services. Quality of service. Measurement of the transit time of end-to-end services for bulk mail

Published By Publication Date Number of Pages
BSI 2024 126
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 bulk mail, collected, processed and delivered by postal service operators. It considers methods using representative end-to-end samples for all types of bulk-mail services with defined transit-time service-levels as offered to the postal customer. It specifies a set of minimum requirements for the design of a quality-of-service measurement system for bulk mail, involving the selection and distribution of test mail sent by business senders and received by selected panellists. This European Standard is applicable to the measurement of end-to-end priority and non-priority bulk-mail services. For the purpose of this standard, bulk mail services can include all types of addressed bulk mail including, but not limited to letter mail, direct mail, magazines and newspapers and encombrant-format mailings. This European Standard relates to the measurement of bulk-mail services offered to businesses that have pick-ups at their offices or give their mail to postal service operators. If a third party agent acts for the postal operator, then the time the mail is handed over to the agent will form part of the measurement. Where a third party agent acts for the sending customer, the measurement will be from the point when mail is handed over to the postal operator. This European Standard is of modular structure. It is designed to assess the service performance of postal operators for bulk mail services on the level of a single bulk mailing as defined by the postal customer or any aggregations thereof, including the performance of an individual customer / operator or the performance of a group of customers / operators or the performance at national level. The standardized QoS measurement-method provides a uniform way for measuring the end-to-end transit time of postal items. Using a standardized measurement-method will ensure 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. 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. The method for end-to-end measurement specified in this European Standard is not designed to provide results for the measurement of parts of the distribution chain. This standard does not include other service performance indicators than those related to end-to-end transit time. In particular, this standard does not measure whether the timings of collections meet customers’ requirements. The transit-time quality-of-service result will be expressed as percentage of mail delivered by, on or between expected dates. These dates can be defined absolute as calendar-days or relative to the date of induction. The transit time calculation rule will be in whole days. 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. This European Standard nevertheless provides minimum requirements for the comparability of end-to-end transit-time measurement results of specific bulk mailings. This European Standard is not applicable for the measurement of end-to-end transit-times of single-piece mail services and hybrid mail, which require different measurement systems and methodologies (see, for example, EN 13850, Postal Services – Quality of Services – Measurement of the transit time of end-to-end services for single piece priority mail and first class mail. (…)

PDF Catalog

PDF Pages PDF Title
2 undefined
9 1 Scope
10 2 Normative references
3 Terms and definitions
3.1 General
12 3.2 Terms and definitions of EN 13850:2020 which also apply to this document
14 4 Symbols and abbreviations
15 5 Transit time as a Quality-of-Service indicator
5.1 General
16 5.2 Transit time calculation
5.2.1 Measurement unit
5.2.2 Establishing the date of induction
18 5.2.3 Calculation of the transit time
6 Methodology
6.1 Representative sample design
19 6.2 Minimum Sample Size (MSS)
6.3 The design basis
6.3.1 General
6.3.2 Choice of the design basis
6.3.3 Evaluation of the design basis
6.3.3.1 Real mail evaluations
20 6.3.3.2 Logistic / management data
6.4 Discriminant Mail Characteristics (DMC)
6.4.1 General
6.4.2 DMC in aggregated fields of study
21 6.4.3 Geographical stratification
22 6.5 Geographical distribution of the receiver panel
23 6.6 Creation of test mail
6.6.1 General
6.6.2 Logistic structure of a bulk mailing
24 6.6.3 Separate production and manual inclusion methods
6.6.3.1 General
6.6.3.2 Test item production by the performance monitoring organization
6.6.3.3 Test item production by the sender
6.6.3.4 Test item inclusion
25 6.6.4 Address seeding methods
6.7 Documentation of date and time of posting
26 6.8 Integrity of the measurement
27 7 Report
7.1 Measurement results
7.2 Service Performance Indicators
7.2.1 Available types of indicators
28 7.2.2 Accuracy
29 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
30 7.3.2.3 Weighting caps for each individual item
7.4 Content
31 8 Quality control
9 The Annexes
33 Annex A (normative)Accuracy calculation
A.1 Scope
A.1.1 General
A.1.2 Two stage sampling approach
34 A.1.3 Covariance/Stratification/Accuracy calculation
A.1.4 The design factor
A.1.5 Single mailing versus continuous measurement
A.2 Symbols
35 A.3 Variance calculation for one stratum
A.3.1 General calculation method – Single Mailing and Induction Point Field of Study
36 A.3.2 General calculation method – Aggregated Mailing/Induction Point Field of Study
A.3.2.1 The Calculation method
A.3.2.2 Relation-to-total variation
37 A.3.2.3 Intra-relation variation
38 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
39 A.4.3 Weighting basis
A.4.4 Combination of weighting and covariance
40 A.5 Calculation of the confidence interval
A.5.1 General
A.5.2 Normal approximation
A.5.2.1 The Normal confidence interval
41 A.5.2.2 Applicability of the Normal confidence interval
42 A.5.3 Agresti-Coull approximation
43 A.5.4 Inverse Beta approximation
44 Annex B (normative)Transit Time Calculation
B.1 Basic Principles
B.2 The date of induction
B.2.1 Determination
45 B.2.2 Examples
46 B.3 The transit time calculation rules
B.3.1 Determination
B.3.2 Examples
B.3.2.1 EXAMPLE: Five day working week with extra collection on Saturdays
47 B.3.2.2 EXAMPLE: Fixed date of induction
48 Annex C (normative)Comparability of Measurement Results
C.1 General
C.1.1 Comparing dimensions
49 C.1.2 Preconditions for comparison
C.1.3 Suggestions for comparison methods
50 C.2 Same service provider – Different measurement periods
C.2.1 Scope
C.2.2 Minimum Requirements
51 C.3 Different service providers – Same measurement period
C.3.1 Scope
C.3.2 Minimum Requirements
53 C.4 Cases of limited comparability
54 Annex D (normative)Design of aggregated Fields of Study
D.1 General
D.2 Possible types of aggregation
D.2.1 Multi operator bulk mailing
D.2.2 Bulk mail campaign
55 D.2.3 Bulk mail customer
D.2.4 Bulk mail service provider
D.2.5 Bulk mail service
56 D.2.6 Group of customers
D.2.7 Group of providers
D.2.8 Induction regions
D.2.9 Universal service on national level
57 D.3 Design requirements
D.3.1 General
D.3.2 Minimum sample size
D.3.3 Design basis
D.3.4 Discriminant mail characteristics
D.4 Reporting
59 Annex E (normative)Additional Requirements for continuous Fields of Study [CMS/SCMS]
E.1 Scope
E.2 Methodology
E.2.1 Measurement period
60 E.2.2 Minimum Sample Size (MSS)
E.2.2.1 Domestic measurement systems – priority mail
E.2.2.2 Domestic measurement systems – non-priority mail
61 E.2.2.3 Cross-border measurement systems
E.2.3 The Design Basis
62 E.2.4 Discriminant Mail Characteristics
E.2.4.1 Determination of the discriminant mail characteristics
E.2.4.2 Geographical Stratification
E.2.5 Geographical distribution of the receiver panel
63 E.2.6 Distribution of the business sender panel
64 E.3 Report
E.3.1 Panel turnover in relation to accuracy
E.3.2 Weighting
E.3.3 Content and timing
65 E.4 Quality Control
E.4.1 General
E.4.2 Statistical design
E.4.3 Address seeding
E.4.4 Test mail production
66 E.4.5 Sending test items
E.4.6 Receiving test items
E.4.7 Data collection
E.4.8 Data analysis and reporting
E.5 Audit
67 Annex F (normative)Quality control
F.1 Statistical design
F.2 Address seeding
F.2.1 Test item production
F.2.2 Provision of receiver address-information to the bulk mail customer
F.3 Test mail production
F.3.1 Test item production
68 F.3.2 Provision of test items to the bulk mail customer
F.4 Sending test items
F.5 Receiving test items
F.6 Data collection
69 F.7 Data analysis and reporting
F.8 Archiving
F.9 Quality control and Information Technology (IT)
70 Annex G (normative)Auditing
G.1 General
G.2 Audit of the design basis
G.2.1 General
G.2.2 Methodological audit
71 G.2.3 Results
G.3 Audit of the Quality-of-Service measurement system
G.3.1 Independence
G.3.2 Panel audit
G.3.3 Stability of the parameters
G.3.4 Instructions given to the panellists
G.3.5 General Audit of the system
72 Annex H (informative)Purpose of postal Quality of Service standards
H.1 General
H.2 Benefits of QoS standards
73 H.3 Application by potential users of EN 14534
H.3.1 Postal Operators
74 H.3.2 National Regulators
75 H.3.3 Bulk mail customers
H.4 Detailed analysis
H.5 Other/broader concepts
H.5.1 General
H.5.2 Technical registrations
77 Annex I (informative)Considerations before implementing EN 14534
I.1 Limitations of EN 14534
I.2 Design of the measurement system
I.2.1 Design parameters
79 I.2.2 Field of study
I.2.2.1 Domestic services (single induction)
I.2.2.2 Domestic services (aggregated)
I.2.2.3 Cross border services
80 I.2.3 Coverage of existing bulk mail customers
81 I.2.4 Geographical coverage of the receiver panel
82 I.3 Measurement organization
I.3.1 Role of the contractor
I.3.2 Independence
I.3.3 Tender process
83 Annex J (informative)Design basis
J.1 Discriminant characteristics
J.1.1 Representativeness in a postal end-to-end network
84 J.1.2 Formats and weights
J.1.3 Additional mail characteristics
J.2 Studies for the evaluation of possible candidates
J.2.1 Type and extent of the evaluation
85 J.2.2 A quick-check of significance
86 J.3 Connection between Design Basis and Sample Design
87 J.4 Design basis
J.4.1 Real mail studies for domestic mail
J.4.1.1 General
88 J.4.1.2 Documentation
89 J.4.1.3 Adequate representativeness
J.4.2 Real mail studies for cross border mail
J.4.3 Alternative design bases
J.4.3.1 General
90 J.4.3.2 Alternative design bases: Proxies for existing real mail flows
J.4.3.3 Requirements for the reporting
J.5 Frequency of update [CMS/SCMS]
92 Annex K (informative)Implementing EN 14534
K.1 Stages of the survey
K.1.1 Set-up and pilot
K.1.1.1 Preparation
K.1.1.2 Set-up
K.1.1.3 Pilot (testing phase)
K.1.1.4 Faster implementation
93 K.1.2 Measurement period
K.1.2.1 Basic case
K.1.2.2 Continuous measurement systems
K.2 Representativeness
K.2.1 Business Senders
94 K.2.2 Receiver Panellists
K.3 Risk of panellist identification
95 K.4 Induction and delivery
K.4.1 Induction and last collection
96 K.4.2 Delivery and correct addressing
K.4.3 P.O. boxes and pick-up times
97 K.5 Panel turnover
K.6 Validation and transit time calculation
K.6.1 Data validation
K.6.1.1 General
98 K.6.1.2 Item-based validation
99 K.6.1.3 Panellist based validation
100 K.6.2 Service standard
K.6.3 Transit time calculation rule
101 K.6.4 Loss
K.7 Weighting
K.7.1 Weighting and stratification
K.7.1.1 General
102 K.7.1.2 Real mail distribution and Real Mail Weights (RMW)
103 K.7.1.3 Weighting Basis (WB) and Calculated Mode Weights (CMW)
K.7.1.4 Individual Final Weight (IFW)
K.7.1.5 Alternate formulation: Corrective factors
104 K.7.2 Illustrative example
K.7.2.1 General
107 K.7.3 Weighting caps
K.7.3.1 Necessity for weighting caps
108 K.7.3.2 Caps applied at the mode level
109 K.7.3.3 Caps at the item level
K.8 Reporting of results
K.8.1 Reporting
110 K.8.2 Archiving
111 K.9 Audit [SCMS]
K.9.1 General
K.9.2 The auditor
K.9.2.1 Position of the auditor
112 K.9.2.2 Selection of the auditor
K.9.3 Audit report
K.9.4 Frequency of audit
113 Annex L (informative)Application of the accuracy calculation
L.1 Limitations of the accuracy calculation methods provided
L.2 Recommendations for the application of the rules
L.2.1 Accuracy
L.2.2 Unstratified end-to-end sample
114 L.2.3 Stratified simple random sample
115 L.2.4 Approximation of the Binomial distribution
L.3 The sample size
116 L.4 General Example for a national yearly result
L.4.1 The example
118 L.4.2 Design factor for an unstratified end-to-end sample
120 L.4.3 Design factor for a stratified random sample
121 L.4.4 Accuracy calculation
L.4.4.1 General
122 L.4.4.2 Normal confidence interval
L.4.4.3 Alternative confidence intervals
123 L.5 Simplified scenarios
L.5.1 Transit time results up to 96 %
L.5.2 Fully proportional sample
124 L.5.3 Induction/delivery point with only one letter

Related products

BS EN 14534:2023
$215.11