Ce diaporama a bien été signalé.
Nous utilisons votre profil LinkedIn et vos données d’activité pour vous proposer des publicités personnalisées et pertinentes. Vous pouvez changer vos préférences de publicités à tout moment.
we monitor it.
„You can‘t manage, what you can‘t measure.“
Peter F. Drucker, Economist
CEN Standards for Postal Services
D...
© Spectos 2014 Page 2
Contents
1  CEN TC 331 „Postal Services“ 3
2  EN 13850:2012 (Single Piece Priority Mail) 5
3  EN ...
© Spectos 2014 Page 3
1  CEN TC 331 „Postal Services“ & Standards
97/67/EC Art. 16
„ Member States shall
ensure that qual...
© Spectos 2014 Page 4
Contents
1  CEN TC 331 „ Postal Services“ 3
2  EN 13850:2012 (Single Piece Priority Mail) 5
3  EN...
© Spectos 2014 Page 5
Effective version - Ref. Nr. EN 13850:2012
Postal Services – Quality of Services – Measurement of th...
© Spectos 2014 Page 6
A representative sample design, dependent on the field of study, must respect mail
characteristics f...
© Spectos 2014 Page 7
The effective version Ref. Nr. EN 13850:2012
has been replacing EN 13850:2002+A1:2007 since January ...
© Spectos 2014 Page 8
Contents
1  CEN TC 331 „ Postal Services“ 3
2  EN 13850:2012 (Single Piece Priority Mail) 5
3  EN...
© Spectos 2014 Page 9
Effective version EN 14534:2003+A1:2007
Postal Services – Quality of Services –
Measurement of the t...
© Spectos 2014 Page 10
Some peculiarities of bulk mailings and their measurement
 Senders : members of the public posting...
© Spectos 2014 Page 11
Revision prEN 14534:2013 (E) – Working draft of TC331/WG1/PTB+C, Version 2.2
Planned innovations in...
Contact
Niels Delater e-mail: niels.delater@spectos.com
Geschäftsführer, Spectos GmbH Mobile: +49 163 4441785
Sven Szarka ...
Prochain SlideShare
Chargement dans…5
×

Overview CEN standards EN 13850 and EN 14534 for transit time measurement of postal services

Overview CEN standards EB 13850 and EN 14534 for transit time measurement of postal services.

The presentation shows an excerpt of the main factors for measuring quality of service for end-to-end single piece priority mail and bulk mail in comparison.

EN 13850 is mandatory for measuring the performance levels of single piece priority or first class mail which falls under the universal service.

  • Identifiez-vous pour voir les commentaires

  • Soyez le premier à aimer ceci

Overview CEN standards EN 13850 and EN 14534 for transit time measurement of postal services

  1. 1. we monitor it. „You can‘t manage, what you can‘t measure.“ Peter F. Drucker, Economist CEN Standards for Postal Services Dresden, 02/04/2014 Sabine Frahm, Spectos GmbH Measurement of the transit times of end-to-end services for single piece mail and bulk mail
  2. 2. © Spectos 2014 Page 2 Contents 1  CEN TC 331 „Postal Services“ 3 2  EN 13850:2012 (Single Piece Priority Mail) 5 3  EN 14534:2003 (Bulk Mail) 8
  3. 3. © Spectos 2014 Page 3 1  CEN TC 331 „Postal Services“ & Standards 97/67/EC Art. 16 „ Member States shall ensure that quality-of- service standards are set and published in relation to universal service¹ in order to guarantee a postal service of good quality. Quality standards shall focus, in particular, on routing times and on the regularity and reliability of services. ¹PUDLV/ PostG: inter alia addressed mail up to 2000g
  4. 4. © Spectos 2014 Page 4 Contents 1  CEN TC 331 „ Postal Services“ 3 2  EN 13850:2012 (Single Piece Priority Mail) 5 3  EN 14534:2003 (Bulk Mail) 8
  5. 5. © Spectos 2014 Page 5 Effective version - Ref. Nr. EN 13850:2012 Postal Services – Quality of Services – Measurement of the transit times of end-to- end services for single piece priority mail and first class mail EN 13850 is mandatory for measuring the performance levels of single piece priority or first class mail which falls under the universal service. Scope:  Methods for measuring the end-to-end transit time of domestic and cross-border Single Piece Priority Mail (SPPM)  Mail items which are individually collected1 and distributed  Transit times end-to-end: number of days elapsed between date of induction and date of delivery of a mail item, from the access point to the network up to the point of delivery to the addressee Service quality and standards ¹PUDLV/: Collection quantity < 50 mail items
  6. 6. © Spectos 2014 Page 6 A representative sample design, dependent on the field of study, must respect mail characteristics found discriminant, when the transit time differs significantly according to the different modes of the characteristic. For each discriminant characteristic at least the two main modes shall be represented. Characteristics commonly proved discriminant:  Geographical areas of induction and delivery point  Type of payment: stamped/ metered/ postage paid  Type of induction: e.g. mail street box/ post office/ collection from senders premises,/ induction in sorting centres  Time of posting - in case of more than one collection per day  Type of delivery: street address/ P.O. Box/ delivery to receivers‘ premises  Mail formats and weight steps  Addressing method: hand written/ typed  Induction weekday: Monday - Sunday Service quality and standards
  7. 7. © Spectos 2014 Page 7 The effective version Ref. Nr. EN 13850:2012 has been replacing EN 13850:2002+A1:2007 since January 2013 Important changes from EN 13850:2002  Generalization of the field of study: domestic fields of study can be determined simply by their points of induction; as a country or induction operator/ group of induction operators (Formerly: Country = Operator)  Simplified determination of the minimum sample size via tables based on performance levels for both domestic and cross border measurement systems, assuming a simple random sample  Limitation of the minimum sample size in domestic measurement systems for very low mail volumes (1) 200-500 Mio items respectively (2) 1.5-200 Mio items p.a.. Test volumes may be bounded in case the predefined minimum performance levels (1) 85% and (2) 90% are not reached  Audit: Measurements shall be audited every three years, except for situations where the supplier changes or there are major changes to the methodology (in the previous version, annual re-audits where mandatory) Service quality and standards
  8. 8. © Spectos 2014 Page 8 Contents 1  CEN TC 331 „ Postal Services“ 3 2  EN 13850:2012 (Single Piece Priority Mail) 5 3  EN 14534:2003 (Bulk Mail) 8
  9. 9. © Spectos 2014 Page 9 Effective version EN 14534:2003+A1:2007 Postal Services – Quality of Services – Measurement of the transit times of end-to-end services for bulk mail The bulk mail standard has been developed from the requirements of EN 13850. Scope:  Methods for measuring the end-to-end transit time of the domestic and crossborder, priority and non-priority bulk mail  Methods using a representative end-to-end sample of addressed bulk mail  Applicable to assess the performance of postal operators for specific products or services at a national level or for an individual or a group of customers 3  Measurement of transit times for bulk mail services
  10. 10. © Spectos 2014 Page 10 Some peculiarities of bulk mailings and their measurement  Senders : members of the public posting single items are replaced by companies, small in number, posting large volumes of mail; third party agents may also act on behalf of posting customers  Volumes of mailings: bulk mailings may contain thousands or millions of items.  Dates of deposit: the rules and requirements for bulk mailings are more complex and may be specific to the contract between customer and postal operator  Test items: have to match the characteristics of customer mailings and, where database seeding methods are used, ‘live’ items of mail may be used in the survey 3  Measurement of transit times for bulk mail services
  11. 11. © Spectos 2014 Page 11 Revision prEN 14534:2013 (E) – Working draft of TC331/WG1/PTB+C, Version 2.2 Planned innovations in the context of the revision of EN 14534  Bulk mail is usually not part of the universal service - the new contents of the standard are more focused on the needs of actual users - Postal services and senders  Modular structure: the smallest unit to evaluate the performance level of a service is a single bulk mailing. The field of study of a bulk mail measurement system is basically composed by aggregating a set of individual mailings  Examples for aggregated fields of study: Bulk mailings of an individual customers postal operator or a group of customers/ postal operators, all bulk mailings on national level (applicable if bulk mail is to be measured as part of the universal service of a country)  The standard provides minimum requirements for a comparability of results of end-to- end transit time measurements of bulk mail services. These requirements are basically applicable to one-off measurements as well as to periodical and continual ones 3  Measurement of transit times for bulk mail services
  12. 12. Contact Niels Delater e-mail: niels.delater@spectos.com Geschäftsführer, Spectos GmbH Mobile: +49 163 4441785 Sven Szarka e-mail: sven.szarka@spectos.com Partner, Spectos GmbH Mobile: +49 173 5757051 Sabine Frahm e-mail: sabine.frahm@spectos.com Senior Consultant, Spectos GmbH mobile: +49 178 4441733

×