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1、BRITISH STANDARD BS EN 13850:2002 Incorporating amendment no. 1 Postal services Quality of service Measurement of the transit time of end-to-end services for single piece priority mail and first class mail The European Standard EN 13850:2002, incorporating amendment A1:2007, has the status of a Brit
2、ish Standard ICS 03.240 ? Licensed Copy: London South Bank University, London South Bank University, Fri Jun 01 01:32:44 GMT+00:00 2007, Uncontrolled Copy, (c) BSI BS EN 13850:2002 This British Standard was published under the authority of the Standards Policy and Strategy Committee on 25 July 2002
3、BSI 2007 ISBN 0 580 40138 3 National foreword This British Standard is the UK implementation of EN 13850:2002, incorporating amendment A1:2007. The UK participation in its preparation was entrusted to Technical Committee SVS/4, Postal services. A list of organizations represented on this committee c
4、an 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. Compliance with a British Standard cannot confer immunity from legal obligations. Amendments issued since publicatio
5、n Amd. No. DateComments 1711631 May 2007Implementation of CEN amendment A1:2007 Licensed Copy: London South Bank University, London South Bank University, Fri Jun 01 01:32:44 GMT+00:00 2007, Uncontrolled Copy, (c) BSI EUROPEAN STANDARD NORME EUROPENNE EUROPISCHE NORM EN 13850:2002+A1 March 2007 ICS
6、03.240 Supersedes EN 13850:2002 English Version Postal service - Quality of service - 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 dlai dacheminement des services de bout en bout pour le co
7、urrier prioritaire gren et de premire classe Postalische Dienstleistungen - Dienstqualitt - Laufzeitmessung end-to-end fr Vorrangssendungen und Sendungen erster Klasse This European Standard was approved by CEN on 16 February 2002 and includes Amendment 1 approved by CEN on 4 February 2007. CEN memb
8、ers 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 national standards may be obtained on applicati
9、on to the CEN 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 and notified to the CEN Management Centre has t
10、he same status as the official versions. CEN members are the national standards bodies of Austria, Belgium, Bulgaria, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portu
11、gal, Romania, 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-1050 Brussels 2007 CEN All rights of exploitation in any form and by any mean
12、s reserved worldwide for CEN national Members. Ref. No. EN 13850:2002+A1:2007: E Licensed Copy: London South Bank University, London South Bank University, Fri Jun 01 01:32:44 GMT+00:00 2007, Uncontrolled Copy, (c) BSI EN 13850:2002+A1:2007 (E) 2 Contents page Foreword3 Introduction.4 1 Scope.4 2 No
13、rmative references.5 3 Terms and definitions5 4 Transit time as a quality of service indicator 12 4.1 General12 4.2 Calculation and presentation of transit time12 4.2.1 Measurement unit.12 4.2.2 Continuity of measurement 12 4.2.3 Calculation of the transit time.12 4.2.4 Service performance indicator
14、s13 5 Methodology .13 5.1 General13 5.2 Representative sample design13 5.3 Real mail studies.14 5.4 Geographical stratification.14 5.4.1 General.14 5.4.2 Geographical stratification parameters.14 5.4.3 Stratification for domestic mail .15 5.4.4 Stratification for cross-border mail15 5.5 Geographical
15、 distribution of the panel.16 5.6 Estimators17 5.6.1 General.17 5.6.2 Accuracy.17 5.6.3 Measurement results18 5.6.4 Calculation of the accuracy18 5.6.5 Panel turnover 18 5.7 Aggregation of results18 5.7.1 Strata weights based on real mail data 18 5.7.2 Weighting due to non-response and invalid test
16、items.19 5.7.3 Design changes due to annual mail characteristics and postal flows changes .19 6 Test mail characteristics19 6.1 General19 6.2 Highly discriminant mail characteristics.20 6.3 Discriminant mail characteristics.20 7 Report20 8 Quality control and auditing21 Annex A (normative) Variance
17、of the estimator of the on-time probability 22 Annex B (normative) Calculation rule.36 Annex C (normative) Quality control and auditing41 Annex D (informative) Real mail studies.45 Annex E (informative) Validation rules for test items53 Annex F (normative) !Relaxation related to changed requirements
18、 for smaller mail volumes in an enlarged EU54 Bibliography60 Licensed Copy: London South Bank University, London South Bank University, Fri Jun 01 01:32:44 GMT+00:00 2007, Uncontrolled Copy, (c) BSI EN 13850:2002+A1:2007 (E) 3 Foreword This document (EN 13850:2002+A1:2007) has been prepared by Techn
19、ical Committee CEN/TC 331 “Postal services“, the secretariat of which is held by NEN. This document shall be given the status of a national standard, either by publication of an identical text or by endorsement, at the latest by September 2007 and conflicting national standards shall be withdrawn at
20、 the latest by September 2007. This document includes Amendment 1, approved by CEN on 2007-02-04. This document supersedes EN 13850:2002. The start and finish of text introduced or altered by amendment is indicated in the text by tags ! “. This document has been prepared under a mandate given to CEN
21、 by the European Commission and the European Free Trade Association, and supports essential requirements of EU Directive(s). According to the CEN/CENELEC Internal Regulations, the national standards organizations of the following countries are bound to implement this European Standard: Austria, Belg
22、ium, Bulgaria, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland and United Kingdom. Licensed Copy: London
23、South Bank University, London South Bank University, Fri Jun 01 01:32:44 GMT+00:00 2007, Uncontrolled Copy, (c) BSI EN 13850:2002+A1:2007 (E) 4 Introduction In the Green paper on postal services in 1992 the European Commission emphasised the need to establish common rules for the development of comm
24、unity postal services and the improvement of quality of service. The Commission identified requirements for quality of service measurement that include: independent end-to-end measurement capabilities; a focus on cross-border delivery service performance; a single, uniform and reliable system for mo
25、nitoring delivery service performance within the Union. The Commission acknowledged that the different postal traditions and cultures in Europe would not allow for the establishment of one common unified European measurement system and that national systems should have sufficient degrees of freedom
26、to reflect national needs and peculiarities. On the other hand, they should fulfil a defined set of minimum requirements to satisfy the information interests of the national regulatory authority, postal customers and postal operators themselves. The objective of the measurement is to estimate the tr
27、ansit time quality of service given to the customer in each European country domestically and cross-border between the European countries. This European Standard refers to a number of principles and minimum requirements to be applied for the measurement of the transit time of the national and cross-
28、border mail. !When EN 13850 was developed it was decided to base it on existing measuring systems already in use among the European Union member states. Since the publication of EN 13850 in 2002 more countries have joined the European Union which have increased the number of cross-border mail flows
29、significantly and therefore made it necessary to adapt the standard accordingly. Amendment 1 to this European Standard has been developed to make it possible to economically measure a larger number of mail flows from a wider range of countries than the original versions of the standard were made for
30、. Amendment 1 to this European Standard gives information on how to categorize mail flows for measuring purposes and explain how required accuracy for small and medium sized mail flows can be obtained by measuring under a consecutive number of years.“ 1 Scope This European Standard specifies methods
31、 for measuring the end-to-end transit time of the domestic and cross- border priority single piece letter mail, collected, processed and distributed by postal service operators. It considers methods using a representative end-to-end sample of all types of single piece addressed letter mail. End-to-e
32、nd 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. The overall transit time quality-of-service result is to be expressed as percentage of
33、mail delivered within J + n days end-to-end according to the EC postal directive. This quality of service indicator does not measure the postal operators overall performance in a way that provides direct comparison of postal service operators, and does not include other service performance indicator
34、s than those related to transit time. In particular this European Standard does not measure whether the timing of the last collection of the day meets customers requirements. It specifies a set of requirements for the design of a quality of service measuring system for single piece priority mail, in
35、volving the selection and distribution of test item sent and received by selected panellists. The sample design gives the specifications for the item to be representative of the real mail flows. This European Standard relates to the measurement of the so-called “normal” services given to private per
36、sons / households and businesses that post mail at street letter boxes, over the counter at post offices, have pick ups at their offices or give their mail directly at postal service operators sorting centres. For technical reasons this European Standard may not in all parts be suitable for the meas
37、uring of very small volumes of mail and for operators with limited coverage. This European Standard is not applicable for measuring the end-to-end transit time distribution of large bulk mailers services and hybrid mail, which require different measurement systems and methodologies. This European St
38、andard includes specifications for the quality control and auditing of the measurement system. Licensed Copy: London South Bank University, London South Bank University, Fri Jun 01 01:32:44 GMT+00:00 2007, Uncontrolled Copy, (c) BSI EN 13850:2002+A1:2007 (E) 5 2 Normative references This European St
39、andard incorporates by dated or undated reference, provisions from other publications. These normative references are cited at the appropriate places in the text, and the publications are listed hereafter. For dated references, subsequent amendments to or revisions of any of these publications apply
40、 to this European Standard only when incorporated in it by amendment or revision. For undated references the latest edition of the publication referred to applies (including amendments). EN ISO 9000, Quality management systems Fundamentals and vocabulary (ISO 9000:2000). EN ISO 9001, Quality managem
41、ent systems Requirements (ISO 9001:2000). EN ISO 9004, Quality management systems Guidelines for performance improvements (ISO 9004:2000). ISO 3534-1:1993, Statistics - Vocabulary and symbols - Part 1: Probability and general statistical terms. ISO 3534-2, Statistics - Vocabulary and symbols - Part
42、2: Statistical quality control. ISO 10005, Quality management - Guidelines for quality plans. ISO 10007,Quality management - Guidelines for configuration management. ISO 10011-1, Guidelines for auditing quality systems Part 1: Auditing. ISO 10011-2, Guidelines for auditing quality systems Part 2: Qu
43、alification criteria for quality systems auditors. ISO 10011-3, Guidelines for auditing quality systems Part 3: Management of audit programmes. !deleted text“ 3 Terms and definitions For the purposes of this European Standard, the following terms and definitions apply. 3.1 accuracy closeness of agre
44、ement between a test result and the accepted reference value NOTE 1 The term accuracy, when applied to a set of test results, involves a combination of random components and a common systematic error or bias component. ISO 3534-1 NOTE 2 In this standard the accuracy is given by the length 2 of the c
45、onfidence interval at the confidence level 95 % for the parameter being estimated, namely the probability of attaining the specification with respect to the transit time. 3.2 aggregation compounding of primary data into an aggregate for the purpose of expressing them in a summary form 3.3 audit syst
46、ematic and independent examination to determine whether activities and related results comply with planned arrangements and whether these arrangements are implemented effectively and are suitable to achieve objectives EN ISO 9000 3.4 average (arithmetic mean) sum of values divided by the number of v
47、alues ISO 3534-1 3.5 bring service mail collection or mail delivery service specifically contracted by the customer Licensed Copy: London South Bank University, London South Bank University, Fri Jun 01 01:32:44 GMT+00:00 2007, Uncontrolled Copy, (c) BSI EN 13850:2002+A1:2007 (E) 6 3.6 business bodie
48、s other than households that receive and send mail 3.7 characteristic property which helps to identify or differentiate between items of a given population NOTE 1 The characteristics may be either quantitative - by variables, or qualitative - by attributes ISO 3534-1. NOTE 2 In this standard the pop
49、ulation 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. 3.8 city geographically defined area according to national classification systems 3.9 conformity fulfilment of specified requirements EN ISO 9000 3.10 corrective action action taken to eliminate the causes of an existing non-conformity, defect or other undesirable situ
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