BS EN 14534-2016


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BSEN14534 2016
BS EN 14534:2016 Postal services — Quality of service — Measurement of the transit time of end-to-end services for bulk mail BSI Standards Publication WB11885_BSI_StandardCovs_2013_AW.indd 1 15/05/2013 15:06BS EN 14534:2016 BRITISH STANDARD National foreword This British Standard is the UK implementation of EN 14534:2016. It supersedes BS EN 14534:2003 and PD CEN/TR 15369:2006 which are withdrawn The UK participation in its preparation was entrusted to Technical Committee SVS/4, Postal services. A list of organizations represented on this committee can 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. © The British Standards Institution 2016. Published by BSI Standards Limited 2016 ISBN 978 0 580 86323 3 ICS 03.240 Compliance with a British Standard cannot confer immunity from legal obligations. This British Standard was published under the authority of the Standards Policy and Strategy Committee on 31 May 2016. Amendments issued since publication Date Text affectedBS EN 14534:2016EUROPEAN STANDARD NORME EUROPÉENNE EUROPÄISCHE NORM EN 14534 May 2016 ICS 03.240 Supersedes CEN/TR 15369:2006, EN 14534:2003+A1:2007 English Version Postal services - Quality of service - Measurement of the transit time of end-to-end services for bulk mail Services postaux - Qualité de service - Mesure du délai d'acheminement des services de bout en bout pour le courrier en nombre Postalische Dienstleistungen - Dienstqualität - Messung der Durchlaufzeit von Massensendungen von Ende zu Ende This European Standard was approved by CEN on 4 February 2016. CEN members 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 application to the CEN-CENELEC 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-CENELEC Management Centre has the same status as the official versions. CEN members are the national standards bodies of Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, Former Yugoslav Republic of Macedonia, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland, Turkey and United Kingdom. EUROPEAN COMMITTEE FOR STANDARDIZATION COMITÉ EUROPÉEN DE NORMALISATION EUROPÄISCHES KOMITEE FÜR NORMUNG CEN-CENELEC Management Centre: Avenue Marnix 17, B-1000 Brussels © 2016 CEN All rights of exploitation in any form and by any means reserved worldwide for CEN national Members. Ref. No. EN 14534:2016 EBS EN 14534:2016 EN 14534:2016 (E) 2 Contents Page European foreword . 5 Introduction 6 1 Scope 8 2 Normative references 9 3 Terms and definitions . 9 4 Symbols and abbreviations 18 5 Transit time as a Quality-of-Service indicator . 19 5.1 General . 19 5.2 Transit time calculation . 19 6 Methodology 22 6.1 Representative sample design 22 6.2 Minimum Sample Size (MSS) 22 6.3 The design basis . 22 6.4 Discriminant Mail Characteristics (DMC) 23 6.5 Geographical distribution of the receiver panel . 25 6.6 Creation of test mail 26 6.7 Documentation of date and time of posting . 29 6.8 Integrity of the measurement 29 7 Report . 31 7.1 Measurement results 31 7.2 Service Performance Indicators . 31 7.3 Weighting of the results . 32 7.4 Content . 33 8 Quality control 34 9 The Annexes . 35 Annex A (normative) Accuracy calculation . 36 A.1 Scope . 36 A.2 Symbols 37 A.3 Variance calculation for one stratum . 38 A.4 Variance calculation for a stratified sample 40 A.5 Calculation of the confidence interval 42 Annex B (normative) Transit Time Calculation . 46 B.1 Basic Principles . 46 B.2 The date of induction 46 B.3 The transit-time calculation rules . 47 Annex C (normative) Comparability of Measurement Results . 50 C.1 General . 50 C.2 Same service provider – Different measurement periods 52 BS EN 14534:2016 EN 14534:2016 (E) 3 C.3 Different service providers – Same measurement period . 53 C.4 Cases of limited comparability 54 Annex D (normative) Design of aggregated Fields of Study . 56 D.1 General . 56 D.2 Possible types of aggregation . 56 D.3 Design requirements . 58 D.4 Reporting . 59 Annex E (normative) Additional Requirements for continuous Fields of Study [CMS/SCMS] . 60 E.1 Scope . 60 E.2 Methodology . 60 E.3 Report . 65 E.4 Quality Control 66 E.5 Audit 67 Annex F (normative) Quality control 68 F.1 Statistical design . 68 F.2 Address seeding 68 F.3 Test mail production . 68 F.4 Sending test items 69 F.5 Receiving test items . 69 F.6 Data collection . 69 F.7 Data analysis and reporting 69 F.8 Archiving 70 F.9 Quality control and Information Technology (IT) 70 Annex G (normative) Auditing 71 G.1 General . 71 G.2 Audit of the design basis 71 G.3 Audit of the Quality-of-Service measurement system . 72 Annex H (informative) Purpose of postal Quality of Service standards 73 H.1 General . 73 H.2 Benefits of QoS standards 73 H.3 Application by potential users of EN 14534 74 H.4 Detailed analysis . 76 H.5 Other / broader concepts 76 Annex I (informative) Considerations before implementing EN 14534 78 I.1 Limitations of EN 14534 . 78 I.2 Design of the measurement system . 78 I.3 Measurement organization . 82 BS EN 14534:2016 EN 14534:2016 (E) 4 Annex J (informative) Design basis . 84 J.1 Discriminant characteristics 84 J.2 Studies for the evaluation of possible candidates 85 J.3 Connection between Design Basis and Sample Design . 87 J.4 Design basis 88 J.5 Frequency of update [CMS/SCMS] 91 Annex K (informative) Implementing EN 14534 . 92 K.1 Stages of the survey . 92 K.2 Representativeness . 93 K.3 Risk of panellist identification 94 K.4 Induction and delivery . 94 K.5 Panel turnover 96 K.6 Validation and transit time calculation . 97 K.7 Weighting 101 K.8 Reporting of results . 108 K.9 Audit [SCMS] . 109 Annex L (informative) Application of the accuracy calculation . 112 L.1 Limitations of the accuracy calculation methods provided 112 L.2 Recommendations for the application of the rules . 112 L.3 The sample size . 114 L.4 General Example for a national yearly result 115 L.5 Simplified scenarios 121 Annex M (informative) Changes to the 2003 version of EN 14534 122 M.1 Reasons for the review . 122 M.2 Increased applicability . 122 M.3 Updated methodology 123 Bibliography . 125 BS EN 14534:2016 EN 14534:2016 (E) 5 European foreword This document (EN 14534:2016) 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 identical text or by endorsement, at the latest by November 2016, and conflicting national standards shall be withdrawn at the latest by November 2016. Attention is drawn to the possibility that some of the elements of this document may be the subject of patent rights. CEN shall not be held responsible for identifying any or all such patent rights. This document supersedes EN 14534:2003+A1:2007 and CEN/TR 15369:2006. This document has been prepared under a mandate given to CEN by the European Commission and the European Free Trade Association. According to the CEN-CENELEC Internal Regulations, the national standards organizations of the following countries are bound to implement this European Standard: Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, Former Yugoslav Republic of Macedonia, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland, Turkey and the United Kingdom. Annex A to Annex G are normative. Annex A to Annex C and Annex F are covering the measurement of a single bulk mail induction. Annex D to Annex E and Annex G are covering additional requirements for the measurement of aggregated or continuous fields of study. Annex H to Annex M are informative. They are the revised version of the Technical Report CEN/TR 15369:2006, Postal Services – Quality of Service – Guidance for the implementation of EN 14534. They cover both, a single bulk mailing as well as aggregated and continuous fields of study. BS EN 14534:2016 EN 14534:2016 (E) 6 Introduction The European Commission emphasizes the need to have common rules for the development of community postal services and the improvement of Quality-of-Service (QoS). The Commission has identified requirements for postal QoS-Measurement systems that include: — independent end-to-end measurement capabilities; — a focus on national and cross-border distribution service performance; — a single, uniform and reliable system for monitoring distribution service performance within the European Union. The Commission has 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 freedom to reflect needs and peculiarities of national markets. On the other hand, they should fulfil a defined set of minimum requirements to satisfy the information interests of the Commission, the regulatory authorities, postal customers and postal operators themselves. The objective of this standard is to define a modular QoS measurement system in a competitive commercial context. The measurement is designed to estimate the end-to-end transit time quality of service given to the postal customer. The measurement can be set up domestically in each European country 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 end-to-end transit time service-level of bulk-mail services. It is widely applicable for single-induction as well as continuous measurement applications. It provides recommendations on the comparability of different bulk mail transit-time QoS measurement results and their use as key performance indicators. This bulk mail standard has been developed from the requirements of EN 13850, Postal services – Quality of service - Measurement of the transit time of end-to-end services for single piece priority mail and first class mail. Both European Standards consider methods using a representative end-to-end sample of all types of addressed mail appropriate for their coverage. For the measurement of bulk mail services a separate standard is required for the following reasons: — Senders: Members of the public posting single items are replaced by businesses, small in number – posting large volumes of mail. Third party agents (consolidators, mailing houses, letter shops) may also act on behalf of posting customers. — Contracted Services: Mail posted in bulk will often be mailed under a contract between the customer and the postal operator. Typically, bulk services require customers to standardize format and weight of their mailing, undertake a level of pre-sortation or to present mail in different ways according to the contract conditions. — Volumes of mailings: Bulk mailings are large. They may contain thousands or millions of items. — Performance Measures: On-time performance measures are expanded to provide different types of (i) on, (ii) by or (iii) between specific-dates performance depending on what is agreed with the postal customers or is specified for this service. — Discriminant Characteristics: Test items have to match the characteristics of customer mailings. The range of characteristics relevant for the performance varies by type of mail service, and a wider set of potential characteristics should be considered. Greater flexibility is required to define for what part of the real mail logistics the results are representative for. BS EN 14534:2016 EN 14534:2016 (E) 7 — Production of Test Mail: For the inclusion of test mail in the customers bulk mailings a variety of methods may be appropriate. They include database-seeding methods used in different stages of the customer’s mail production process as well as methods to include pre-produced test items in the customer’s bulk mailing between production and induction of the customers’ real mail. — Dates of induction: The rules and requirements for bulk mail induction are more complex and may be specific to the contract between customer and postal operator. BS EN 14534:2016 EN 14534:2016 (E) 8 1 Scope 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 a



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