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eLibrary >
BS EN 14534:2023 - TC Tracked Changes. Postal services. Quality of service. Measurement of the transit time of end-to-end services for bulk mail >
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BS EN 14534:2023 - TC Tracked Changes. Postal services. Quality of service. Measurement of the transit time of end-to-end services for bulk mail, 2024
- A-30448496.pdf [Go to Page]
- undefined
- 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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