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eLibrary > BS EN 13850:2012 Postal Services. Quality of Services. Measurement of the transit time of end-to-end services for single piece priority mail and first class mail >

BS EN 13850:2012 Postal Services. Quality of Services. Measurement of the transit time of end-to-end services for single piece priority mail and first class mail, 2013

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BS EN 13850:2012 Postal Services. Quality of Services. Measurement of the transit time of end-to-end services for single piece priority mail and first class mail, 2013

Contents
Foreword
0 Introduction [Go to Page]
0.1 General
0.2 Regulatory background
1 Scope
2 Normative references
3 Terms and definitions
4 Symbols and abbreviations
5 Transit time as a Quality-of-Service indicator [Go to Page]
5.1 General
5.2 Transit time calculation [Go to Page]
5.2.1 Measurement unit
5.2.2 Continuity of measurement
5.2.3 Calculation of the transit time
5.3 Service performance indicators
6 Methodology [Go to Page]
6.1 Representative sample design
6.2 Minimum Sample Size (MSS) [Go to Page]
6.2.1 Domestic measurement systems
6.2.2 Cross-border measurement systems
6.3 Determination of the design basis [Go to Page]
6.3.1 General
6.3.2 Estimation of real mail flows [Go to Page]
6.3.2.1 Real mail studies
6.3.2.2 Logistic / management data
6.3.3 Design basis [Go to Page]
6.3.3.1 First measurement period
6.3.3.2 Running system
6.4 Discriminant Mail Characteristics (DMC) [Go to Page]
6.4.1 General
6.4.2 Determination of the discriminant mail characteristics
6.4.3 Geographical stratification
6.5 Geographical distribution of the panel [Go to Page]
6.5.1 General
6.5.2 Small panels up to 90 panellists
6.5.3 Bigger panels over 90 panellists
6.6 Integrity of the measurement
6.7 Unbiased sample design
7 Report [Go to Page]
7.1 Measurement results
7.2 Estimators [Go to Page]
7.2.1 Accuracy
7.2.2 Panel turnover in relation to accuracy
7.3 Weighting of the results [Go to Page]
7.3.1 Reasons for implementing a weighting system [Go to Page]
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 [Go to Page]
7.3.2.1 General
7.3.2.2 Weighting caps for each discriminant characteristic
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
8 Quality control and auditing
9 The annexes
Annex A (normative) Accuracy calculation [Go to Page]
A.1 Scope [Go to Page]
A.1.1 General
A.1.2 Two stage sampling approach
A.1.3 Covariance / Stratification / Accuracy calculation
A.1.4 The design factor
A.2 Symbols
A.3 Variance calculation for one stratum [Go to Page]
A.3.1 General calculation method
A.3.2 Relation-to-total variation
A.3.3 Intra-relation variation
A.4 Variance calculation for a stratified sample [Go to Page]
A.4.1 Variance of a weighted sample design
A.4.2 Final weight of the individual item
A.4.3 Weighting basis
A.4.4 Combination of weighting and covariance
A.5 Calculation of the confidence interval [Go to Page]
A.5.1 General
A.5.2 Normal approximation [Go to Page]
A.5.2.1 The Normal confidence interval
A.5.2.2 Applicability of the Normal confidence interval
A.5.3 Agresti-Coull approximation
A.5.4 Inverse Beta approximation
Annex B (normative) Transit Time Calculation Rule [Go to Page]
B.1 Working week transit time calculation rule / domestic and cross-border mail
B.2 Calculation rules [Go to Page]
B.2.1 Rule 1: Collection Monday-Friday / Delivery Monday-Friday
B.2.2 Rule 2: Collection Monday-Friday / Delivery Tuesday-Saturday
B.2.3 Rule 3: Collection Monday-Friday / Delivery Monday-Saturday
B.2.4 Rule 4: Collection Monday-Saturday / Delivery Monday-Friday
B.2.5 Rule 5: Collection Sunday-Friday / Delivery Monday-Friday
B.2.6 Rule 6: Collection Monday-Saturday / Delivery Monday-Saturday
B.2.7 Rule 7: Collection Sunday-Friday / Delivery Monday-Saturday
Annex C (normative) Quality control and auditing [Go to Page]
C.1 Quality Control [Go to Page]
C.1.1 Statistical design
C.1.2 Test item production
C.1.3 Provision of test items to the sender panellists
C.1.4 Sending test items
C.1.5 Receiving test items
C.1.6 Data collection
C.1.7 Data analysis and reporting
C.1.8 Archiving
C.1.9 Quality control and Information Technology (IT)
C.2 Auditing – general remarks
C.3 Audit of the design basis [Go to Page]
C.3.1 General
C.3.2 Methodological audit
C.3.3 Results
C.4 Audit of the Quality-of-Service measurement system [Go to Page]
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
Annex D (normative) Relaxation related to flows with small real mail volumes [Go to Page]
D.1 General [Go to Page]
D.1.1 Scope
D.1.2 Measurement period
D.1.3 Minimum Sample Size (MSS)
D.2 Domestic mail flows
D.3 Cross-border mail flows
Annex E (informative) Purpose of postal Quality of Service standards [Go to Page]
E.1 General
E.2 Benefits of QoS standards
E.3 Use of the survey results for quality improvement [Go to Page]
E.3.1 Detailed analysis
E.3.2 Other / broader concepts [Go to Page]
E.3.2.1 General
E.3.2.2 Panellist methodologies
E.3.2.3 Technical registrations
Annex F (informative) Considerations before implementing EN 13850 [Go to Page]
F.1 Limitations of EN 13850
F.2 Responsibilities [Go to Page]
F.2.1 General
F.2.2 Regulatory authority
F.2.3 Postal operator
F.2.4 Independent Performance monitoring organisation
F.2.5 Auditor
F.3 Design of the measurement system [Go to Page]
F.3.1 Design parameters
F.3.2 Field of study [Go to Page]
F.3.2.1 General
F.3.2.2 Domestic services
F.3.2.3 Cross border services
F.3.3 Geographical coverage
F.3.4 Design requirements due to national peculiarities
F.4 Small mail volumes [Go to Page]
F.4.1 General
F.4.2 Domestic
F.4.3 Cross border
F.5 Measurement organisation [Go to Page]
F.5.1 Role of the contractor
F.5.2 Independence
F.5.3 Tender process
Annex G (informative) Design basis [Go to Page]
G.1 Discriminant characteristics [Go to Page]
G.1.1 Representative sample design [Go to Page]
G.1.1.1 Representativeness in a postal end-to-end network
G.1.1.2 Formats and weights
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 [Go to Page]
G.1.2.1 Type and extent of the evaluation
G.1.2.2 A quick-check of significance
G.1.3 Connection between Design Basis and Sample Design
G.2 Design basis [Go to Page]
G.2.1 Real mail studies for domestic mail [Go to Page]
G.2.1.1 General
G.2.1.2 Documentation
G.2.1.3 Adequate representativeness
G.2.2 Real mail studies for cross border mail
G.2.3 Alternative design bases [Go to Page]
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
G.3 Frequency of update
Annex H (informative) Implementing EN 13850 [Go to Page]
H.1 Stages of the survey [Go to Page]
H.1.1 Preparation [Go to Page]
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)
H.1.4 Faster implementation [Go to Page]
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
H.2 Panellists [Go to Page]
H.2.1 Representativeness
H.2.2 Risk of panellist identification
H.2.3 Induction and delivery [Go to Page]
H.2.3.1 Induction and last collection
H.2.3.2 Delivery and correct addressing
H.2.3.3 P.O. boxes and pick-up times
H.2.4 Panel turnover
H.3 Validation and transit time calculation [Go to Page]
H.3.1 Data validation [Go to Page]
H.3.1.1 General
H.3.1.2 Item-based validation
H.3.1.3 Panellist based validation
H.3.2 Service standard
H.3.3 Transit-time calculation rule [Go to Page]
H.3.3.1 General
H.3.3.2 Mandatory calculation rule
H.3.3.3 Additional calculation rules
H.3.4 Loss
H.3.5 Force majeure [Go to Page]
H.3.5.1 Best practice
H.4 Weighting [Go to Page]
H.4.1 Weighting and stratification [Go to Page]
H.4.1.1 General
H.4.1.2 Real mail distribution and Real Mail Weights (RMW)
H.4.1.3 Weighting Basis (WB) and Calculated Mode Weights (CMW)
H.4.1.4 Individual Final Weight (IFW)
H.4.1.5 Alternate formulation: Corrective factors
H.4.1.6 Illustrative example
H.4.2 Weighting caps [Go to Page]
H.4.2.1 Necessity for weighting caps
H.4.2.2 Caps applied at the mode level
H.4.2.3 Caps at the item level
H.5 Reporting of results [Go to Page]
H.5.1 Reporting
H.5.2 Archiving
H.6 Audit [Go to Page]
H.6.1 General
H.6.2 Position of the auditor
H.6.3 Audit report
H.6.4 Selection of the auditor
H.6.5 Frequency of audit
H.7 Implementation timetables
Annex I (informative) Application of the accuracy calculation [Go to Page]
I.1 Limitations of the accuracy calculation methods provided [Go to Page]
I.1.1 Participants with high mail loads
I.1.2 Disproportional models beyond the capping system
I.2 Recommendations for the application of the rules [Go to Page]
I.2.1 Unstratified end-to-end sample
I.2.2 Stratified simple random sample
I.2.3 Approximation of the Binomial distribution
I.2.4 Accuracy
I.2.5 Accuracy application
I.3 The sample size
I.4 General Example for a national yearly result [Go to Page]
I.4.1 Introduction
I.4.2 Design factor for an unstratified end-to-end sample
I.4.3 Design factor for a stratified random sample
I.4.4 Accuracy calculation [Go to Page]
I.4.4.1 General
I.4.4.2 Normal confidence interval
I.4.4.3 Alternative confidence intervals
I.5 Simplified scenarios [Go to Page]
I.5.1 General
I.5.2 Transit time results up to 96 %
I.5.3 Fully proportional sample
I.5.4 Single induction / delivery point
I.5.5 Induction / delivery point with only one letter
Annex J (informative) Changes to the 2007 version of EN 13850 [Go to Page]
J.1 Methodology [Go to Page]
J.1.1 Accuracy and Minimum Sample Size (MSS)
J.1.2 MSS for flows with small real mail volumes
J.2 Transit-time calculation rule
J.3 Accuracy calculation method [Go to Page]
J.3.1 Improved applicability
J.3.2 Reduced bias in calculation [Go to Page]

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