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eLibrary > BS EN 14534:2023 Postal services. Quality of service. Measurement of the transit time of end-to-end services for bulk mail >

BS EN 14534:2023 Postal services. Quality of service. Measurement of the transit time of end-to-end services for bulk mail, 2024

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BS EN 14534:2023 Postal services. Quality of service. Measurement of the transit time of end-to-end services for bulk mail, 2024

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1 Scope
2 Normative references
3 Terms and definitions [Go to Page]
3.1 General
3.2 Terms and definitions of EN 13850:2020 which also apply to this document
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 Establishing the date of induction
5.2.3 Calculation of the transit time
6 Methodology [Go to Page]
6.1 Representative sample design
6.2 Minimum Sample Size (MSS)
6.3 The design basis [Go to Page]
6.3.1 General
6.3.2 Choice of the design basis
6.3.3 Evaluation of the design basis [Go to Page]
6.3.3.1 Real mail evaluations
6.3.3.2 Logistic / management data
6.4 Discriminant Mail Characteristics (DMC) [Go to Page]
6.4.1 General
6.4.2 DMC in aggregated fields of study
6.4.3 Geographical stratification
6.5 Geographical distribution of the receiver panel
6.6 Creation of test mail [Go to Page]
6.6.1 General
6.6.2 Logistic structure of a bulk mailing
6.6.3 Separate production and manual inclusion methods [Go to Page]
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
6.6.4 Address seeding methods
6.7 Documentation of date and time of posting
6.8 Integrity of the measurement
7 Report [Go to Page]
7.1 Measurement results
7.2 Service Performance Indicators [Go to Page]
7.2.1 Available types of indicators
7.2.2 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
7.4 Content
8 Quality control
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.1.5 Single mailing versus continuous measurement
A.2 Symbols
A.3 Variance calculation for one stratum [Go to Page]
A.3.1 General calculation method – Single Mailing and Induction Point Field of Study
A.3.2 General calculation method – Aggregated Mailing/Induction Point Field of Study [Go to Page]
A.3.2.1 The Calculation method
A.3.2.2 Relation-to-total variation
A.3.2.3 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 [Go to Page]
B.1 Basic Principles
B.2 The date of induction [Go to Page]
B.2.1 Determination
B.2.2 Examples
B.3 The transit time calculation rules [Go to Page]
B.3.1 Determination
B.3.2 Examples [Go to Page]
B.3.2.1 EXAMPLE: Five day working week with extra collection on Saturdays
B.3.2.2 EXAMPLE: Fixed date of induction
Annex C (normative)Comparability of Measurement Results [Go to Page]
C.1 General [Go to Page]
C.1.1 Comparing dimensions
C.1.2 Preconditions for comparison
C.1.3 Suggestions for comparison methods
C.2 Same service provider – Different measurement periods [Go to Page]
C.2.1 Scope
C.2.2 Minimum Requirements
C.3 Different service providers – Same measurement period [Go to Page]
C.3.1 Scope
C.3.2 Minimum Requirements
C.4 Cases of limited comparability
Annex D (normative)Design of aggregated Fields of Study [Go to Page]
D.1 General
D.2 Possible types of aggregation [Go to Page]
D.2.1 Multi operator bulk mailing
D.2.2 Bulk mail campaign
D.2.3 Bulk mail customer
D.2.4 Bulk mail service provider
D.2.5 Bulk mail service
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
D.3 Design requirements [Go to Page]
D.3.1 General
D.3.2 Minimum sample size
D.3.3 Design basis
D.3.4 Discriminant mail characteristics
D.4 Reporting
Annex E (normative)Additional Requirements for continuous Fields of Study [CMS/SCMS] [Go to Page]
E.1 Scope
E.2 Methodology [Go to Page]
E.2.1 Measurement period
E.2.2 Minimum Sample Size (MSS) [Go to Page]
E.2.2.1 Domestic measurement systems – priority mail
E.2.2.2 Domestic measurement systems – non-priority mail
E.2.2.3 Cross-border measurement systems
E.2.3 The Design Basis
E.2.4 Discriminant Mail Characteristics [Go to Page]
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
E.2.6 Distribution of the business sender panel
E.3 Report [Go to Page]
E.3.1 Panel turnover in relation to accuracy
E.3.2 Weighting
E.3.3 Content and timing
E.4 Quality Control [Go to Page]
E.4.1 General
E.4.2 Statistical design
E.4.3 Address seeding
E.4.4 Test mail production
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
Annex F (normative)Quality control [Go to Page]
F.1 Statistical design
F.2 Address seeding [Go to Page]
F.2.1 Test item production
F.2.2 Provision of receiver address-information to the bulk mail customer
F.3 Test mail production [Go to Page]
F.3.1 Test item production
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
F.7 Data analysis and reporting
F.8 Archiving
F.9 Quality control and Information Technology (IT)
Annex G (normative)Auditing [Go to Page]
G.1 General
G.2 Audit of the design basis [Go to Page]
G.2.1 General
G.2.2 Methodological audit
G.2.3 Results
G.3 Audit of the Quality-of-Service measurement system [Go to Page]
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
Annex H (informative)Purpose of postal Quality of Service standards [Go to Page]
H.1 General
H.2 Benefits of QoS standards
H.3 Application by potential users of EN 14534 [Go to Page]
H.3.1 Postal Operators
H.3.2 National Regulators
H.3.3 Bulk mail customers
H.4 Detailed analysis
H.5 Other/broader concepts [Go to Page]
H.5.1 General
H.5.2 Technical registrations
Annex I (informative)Considerations before implementing EN 14534 [Go to Page]
I.1 Limitations of EN 14534
I.2 Design of the measurement system [Go to Page]
I.2.1 Design parameters
I.2.2 Field of study [Go to Page]
I.2.2.1 Domestic services (single induction)
I.2.2.2 Domestic services (aggregated)
I.2.2.3 Cross border services
I.2.3 Coverage of existing bulk mail customers
I.2.4 Geographical coverage of the receiver panel
I.3 Measurement organization [Go to Page]
I.3.1 Role of the contractor
I.3.2 Independence
I.3.3 Tender process
Annex J (informative)Design basis [Go to Page]
J.1 Discriminant characteristics [Go to Page]
J.1.1 Representativeness in a postal end-to-end network
J.1.2 Formats and weights
J.1.3 Additional mail characteristics
J.2 Studies for the evaluation of possible candidates [Go to Page]
J.2.1 Type and extent of the evaluation
J.2.2 A quick-check of significance
J.3 Connection between Design Basis and Sample Design
J.4 Design basis [Go to Page]
J.4.1 Real mail studies for domestic mail [Go to Page]
J.4.1.1 General
J.4.1.2 Documentation
J.4.1.3 Adequate representativeness
J.4.2 Real mail studies for cross border mail
J.4.3 Alternative design bases [Go to Page]
J.4.3.1 General
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]
Annex K (informative)Implementing EN 14534 [Go to Page]
K.1 Stages of the survey [Go to Page]
K.1.1 Set-up and pilot [Go to Page]
K.1.1.1 Preparation
K.1.1.2 Set-up
K.1.1.3 Pilot (testing phase)
K.1.1.4 Faster implementation
K.1.2 Measurement period [Go to Page]
K.1.2.1 Basic case
K.1.2.2 Continuous measurement systems
K.2 Representativeness [Go to Page]
K.2.1 Business Senders
K.2.2 Receiver Panellists
K.3 Risk of panellist identification
K.4 Induction and delivery [Go to Page]
K.4.1 Induction and last collection
K.4.2 Delivery and correct addressing
K.4.3 P.O. boxes and pick-up times
K.5 Panel turnover
K.6 Validation and transit time calculation [Go to Page]
K.6.1 Data validation [Go to Page]
K.6.1.1 General
K.6.1.2 Item-based validation
K.6.1.3 Panellist based validation
K.6.2 Service standard
K.6.3 Transit time calculation rule
K.6.4 Loss
K.7 Weighting [Go to Page]
K.7.1 Weighting and stratification [Go to Page]
K.7.1.1 General
K.7.1.2 Real mail distribution and Real Mail Weights (RMW)
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
K.7.2 Illustrative example [Go to Page]
K.7.2.1 General
K.7.3 Weighting caps [Go to Page]
K.7.3.1 Necessity for weighting caps
K.7.3.2 Caps applied at the mode level
K.7.3.3 Caps at the item level
K.8 Reporting of results [Go to Page]
K.8.1 Reporting
K.8.2 Archiving
K.9 Audit [SCMS] [Go to Page]
K.9.1 General
K.9.2 The auditor [Go to Page]
K.9.2.1 Position of the auditor
K.9.2.2 Selection of the auditor
K.9.3 Audit report
K.9.4 Frequency of audit
Annex L (informative)Application of the accuracy calculation [Go to Page]
L.1 Limitations of the accuracy calculation methods provided
L.2 Recommendations for the application of the rules [Go to Page]
L.2.1 Accuracy
L.2.2 Unstratified end-to-end sample
L.2.3 Stratified simple random sample
L.2.4 Approximation of the Binomial distribution
L.3 The sample size
L.4 General Example for a national yearly result [Go to Page]
L.4.1 The example
L.4.2 Design factor for an unstratified end-to-end sample
L.4.3 Design factor for a stratified random sample
L.4.4 Accuracy calculation [Go to Page]
L.4.4.1 General
L.4.4.2 Normal confidence interval
L.4.4.3 Alternative confidence intervals
L.5 Simplified scenarios [Go to Page]
L.5.1 Transit time results up to 96 %
L.5.2 Fully proportional sample
L.5.3 Induction/delivery point with only one letter [Go to Page]

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