03.240 邮政服务 标准查询与下载

DIN CEN/TS 15511:2008 邮政服务.服务质量.邮政服务可提供的信息

Postal services - Quality of service - Information available on postal services; German version CEN/TS 15511:2008

CEN/TS 15511:2008 邮政服务 服务质量 有关邮政服务的可用信息

In applying the European postal directives (97/67/CE and 2002/39/CE), standards regarding the quality of service are to be set and published in relation to the universal services. With the development of the internal market, these standards aim to ensure a better quality of universal services in Europe. In this context, a project team was mandated (mandate M/312) by the European commission to develop a European standard or standards relating to the quality of access to postal services and to the quality of postal delivery. The work item was under the control of CEN technical committee 331. A report was produced by the project team which identified information availability with regard to access and delivery as a priority for standard development. This Technical Specification is intended to provide a measurement methodology to assess information availability using desk research and a Mystery Shopper Approach. The Technical Specification does not intend to impose service commitments. Information is considered to be one of the key steps in accessing postal services and postal users need to have information available on the proposed services as well as the applicable conditions for access. Increasing the level of information available will inevitably reduce complaints, resulting in improved customer satisfaction and higher overall customer loyalty.

Postal services - Quality of service - Information available on postal services

PD CEN/TS 15511:2008 邮政服务.服务质量.邮政服务信息

In applying the European postal directives (97/67/CE and 2002/39/CE), standards regarding the quality of service are to be set and published in relation to the universal services. With the development of the internal market, these standards aim to ensure a better quality of universal services in Europe. In this context, a project team was mandated (mandate M/312) by the European commission to develop a European standard or standards relating to the quality of access to postal services and to the quality of postal delivery. The work item was under the control of CEN technical committee 331. A report was produced by the project team which identified information availability with regard to access and delivery as a priority for standard development. This Technical Specification is intended to provide a measurement methodology to assess information availability using desk research and a Mystery Shopper Approach. The Technical Specification does not intend to impose service commitments. Information is considered to be one of the key steps in accessing postal services and postal users need to have information available on the proposed services as well as the applicable conditions for access. Increasing the level of information available will inevitably reduce complaints, resulting in improved customer satisfaction and higher overall customer loyalty.

Postal services - Quality of service - Information available on postal services

DS/CEN/TS 15448/AC:2008 邮政服务 图像控制器和丰富设备（OCR、视频编码系统、投票系统）之间的开放标准接口

The purpose of this document is to define the requirements of the OCR/VCS Standard interface and to convey these requirements in context to the reader.

Postal services - Open standard interface between image controller and enrichment devices (OCRs, video coding systems, voting systems)

EN 14012:2008 邮政服务.服务质量.投诉处理原则

This European Standard specifies complaints handling principles related to domestic and international postal services. It applies to both national and cross border services. Attention is given to how to handle complaints in multiple operator situations. The standard also gives guidance for compensation and redress procedures.This European Standard may be applied to all types of postal service both Universal service and nonuniversal service and by all types of postal organizations. It defines various types of complaints and establishes a methodology for handling complaints in order to improve the service given to postal users. It also gives guidance for complaints handling processes to be set up by postal service providers in order to improve quality of service.This European Standard provides guidelines beyond the requirements given in ISO 10002 and ISO 9001 in order to consider both the effectiveness and efficiency of a complaint handling process, and consequently the potential for improvement of the performance of an organization. When compared to ISO 9001, the objectives of customer satisfaction and product quality are extended to include the satisfaction of interested parties and the performance of the organization.This European Standard is applicable to the processes of the organization and consequently the quality management principles on which it is based can be deployed throughout the organization. The focus of this European Standard is the achievement of ongoing improvement, measured through the satisfaction of customers and other interested parties. It should be noted that the number of complaints received might not be related to the level of service given. A large number of complaints may on the contrary reflect the effectiveness of the postal operator's complaint handling process.This European Standard consists of guidance and recommendations and is neither intended for certification, regulatory or contractual use, nor as a guide to the implementation of ISO 9001. In Annex I the relationship with the second edition of this European Standard is explained.

Postal services - Quality of service - Complaints handling principles

PD CEN/TR 15735:2008 邮政服务.服务质量.存取点的距离

This Technical Report takes into account the existing systems for measuring access to postal services and the targets that are already in use in member states. To get an understanding of the existing systems regarding population coverage; a questionnaire entitled "Methodology for the Measurement of Distance to postal Access Points" was circulated to postal operators and postal regulators (see Annex A).

Postal services - Quality of service - Distance to access points

DS/EN 14534+A1:2007 邮政服务 服务质量 大宗邮件端到端服务传输时间的测量

This European Standard specifies methods for measuring the end-to-end transit time of the domestic and cross-border, priority and non-priority, bulk mail, collected, processed and distributed by postal service operators. It considers methods using a representative end-to-end sample of addressed bulk mail. End-to-end is defined as from the point mail is placed into the collection/acceptance system under the responsibility of the postal operators, to the final delivery point under the responsibility of the postal operators. For the purpose of this European Standard, bulk mail can include all types of addressed bulk mail: letter mail, direct mail, magazines, a

Postal services - Quality of service - Measurement of the transit time of end-to-end services for bulk mail

LST EN 14534+A1-2007 邮政服务 服务质量 大宗邮件端到端服务传输时间的测量

Postal services - Quality of service - Measurement of the transit time of end-to-end services for bulk mail

LST EN 14508+A1-2007 邮政服务 服务质量 单件非优先邮件和二等邮件端到端服务传输时间的测量

Postal services - Quality of service - Measurement of the transit time of end-to-end services for single piece non-priority mail and second class mail

DS/EN 14508+A1:2007 邮政服务 服务质量 单件非优先邮件和二等邮件端到端服务传输时间的测量

In addition to EN 13850:2002 Postal Services - Quality of Service - Measurement of the transit time of end-to-end services for single piece priority mail and first class mail, this European Standard specifies methods for measuring the end-to-end transit time of domestic and cross-border non-priority single piece mail, collected, processed and distributed by postal service operators. It considers methods using a representative end-to-end sample of all types of single piece addressed letter mail.This European Standard has been developed from and is compatible with the requirements of EN 13850:2002. As such, surveys for both priority and non-priority single pi

Postal services - Quality of service - Measurement of the transit time of end-to-end services for single piece non-priority mail and second class mail

DS/CEN/TR 14709:2007 邮政服务 服务质量 EN 13850 实施指南

This Technical Report is an implementation guide to EN 13850 and its amendments for use by postal operators, regulators and those responsible for commissioning, carrying out, or auditing the measurement of postal service quality. It gives information, which will facilitate the implementation of EN 13850. It gives an overview of the processes required and factors to consider when measuring quality of service. It provides guidance on alternative approaches allowed in the EN 13850 including how to select and calculate alternative or additional discriminant factors and methods for weighting of strata. It describes a process for implementation of the measurement

Postal services - Quality of service - Guide for the implementation of EN 13850

NF Z17-035/IN1:2007 邮政服务.服务质量.散装邮件点到点服务传送时间的测量

Postal services - Quality of service - Measurement of the transit time of end-to-end services for bulk mail.

NF Z17-032:2007 邮政服务.服务质量.单件非优先邮件和二级邮件点到点服务传送时间的测量

Postal services - Quality of service - Measurement of the transit time of end-to-end services for single piece non-priority mail and second class mail.

NF Z17-001:2007 邮政服务.服务质量.单件优先邮件和一级邮件点到点服务传送时间的测量

Postal services - Quality of service - Measurement of the transit time of end-to-end services for single priority mail and first class mail.

NF Z17-035:2007 邮政服务.服务质量.散装邮件点到点服务传送时间的测量

Postal services - Quality of service - Measurement of the transit time of end-to-end services for bulk mail.

NF Z17-032/IN1:2007 邮政服务.服务质量.单件非优先邮件和二级邮件点到点服务传送时间的测量

Postal services - Quality of service - Measurement of the transit time of end-to-end services for single piece non-priority mail and second class mail.

DIN EN 13850:2007 邮政服务.服务质量.单件有优先权邮件和一级邮件点到点服务运送时间的测量(包括修改件A1:2007)

This European Standard specifies methods for measuring the end-to-end transit time of the domestic and cross- border priority single piece letter mail, collected, processed and distributed by postal service operators. It considers methods using a representative end-to-end sample of all types of single piece addressed letter mail. End-to-end is defined as from the point mail is placed into the collection/acceptance system under the responsibility of the postal operators, to the final delivery point under the responsibility of the postal operators. The overall transit time quality-of-service result is to be expressed as percentage of mail delivered within J + n days end-to-end according to the EC postal directive. This quality of service indicator does not measure the postal operator's overall performance in a way that provides direct comparison of postal service operators, and does not include other service performance indicators than those related to transit time. In particular this European Standard does not measure whether the timing of the last collection of the day meets customer's requirements. It specifies a set of requirements for the design of a quality of service measuring system for single piece priority mail, involving the selection and distribution of test item sent and received by selected panellists. The sample design gives the specifications for the item to be representative of the real mail flows. This European Standard relates to the measurement of the so-called "normal" services given to private persons / households and businesses that post mail at street letter boxes, over the counter at post offices, have pick ups at their offices or give their mail directly at postal service operators sorting centres. For technical reasons this European Standard may not in all parts be suitable for the measuring of very small volumes of mail and for operators with limited coverage. This European Standard is not applicable for measuring the end-to-end transit time distribution of large bulk mailers' services and hybrid mail, which require different measurement systems and methodologies, i This European Standard includes specifications for the quality control and auditing of the measurement system.

Postal service - Quality of service - Measurement of the transit time of end-to-end services for single piece priority mail and first class mail (includes Amendment A1:2007); English version of DIN EN 13850:2007-06

DIN EN 14534:2007 邮政服务.服务质量.批量邮件点对点服务运送时间的测量(包括修改件A1:2007)

This European Standard specifies methods for measuring the end-to-end transit time of the domestic and cross-border, priority and non-priority, bulk mail, collected, processed and distributed by postal service operators. It considers methods using a representative end-to-end sample of addressed bulk mail End-to-end is defined as from the point mail is placed into the collection/acceptance system under the responsibility of the postal operators, to the final delivery point under the responsibility of the postal operators. For the purpose of this European Standard, bulk mail can include all types of addressed bulk mail: letter mail, direct mail, magazines, and newspapers, unless otherwise indicated. The overall quality of service result should be expressed as the percentage of mail delivered within J + n days end-to-end according to the EC postal directive or the percentage of mail delivered by, on or between expected dates.The measurement should be in whole days and not be restricted by reference to a specific time of day for delivery. This quality of service indicator does not measure the postal operator's overall performance in a way which provides direct comparison of postal service operators, and does not include other service performance indicators than those related to transit time. In particular this European Standard does not measure whether the timing of collections meets customers' requirements. The European Standard can be used 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. The European Standard should not be used to assess the overall performance of a group of products or services which have other service specifications in terms of transit time expectation. It specifies a set of requirements for the design of a quality of service measurement system for bulk mail, involving the selection and distribution of test mail sent and received by selected panellists. The test mail sample design gives the specifications for the mail to be representative of real mail flows. This European Standard relates to the measurement of 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 should form part of the measurement. Where a third party agent acts for the sending customer then the measurement should be from the point when mail is handed over to the postal operator. For technical reasons the European Standard may not in all parts be suitable for the measuring of very small volumes of mail and for operators with limited coverage. It is not applicable for measuring the end-to-end transit time distribution of single piece mailings which require different measurement systems. The European Standard EN 13850 has been developed for single piece priority mail and EN 14508 for single piece non-priority mail. This European standard includes specifications for the quality control and auditing of the measurement system. In certain circumstances this European Standard allows a choice between alternatives or deviations to be made subject to the approval of the regulator. This approval is only necessary if the product or service is within the universal service obligation.

Postal services - Quality of service - Measurement of the transit time of end-to-end services for bulk mail(includes Amendment A1:2007); English version of DIN EN 14534:2007-06

DIN EN 14508:2007 邮政服务.服务质量.单件无优先权邮件与二等邮件的点对点运送时间的测量

In addition to EN13850-2002 Postal Services-Quality of Service-Measurement of the transit time of end-to-end services for single piece priority mail and first class mail,this European Standard specifies mothods for measuring the end-to-end transit time of domestic and cross-border non-priority single piece mail,lollected,processed and distributed by postal service operators.It considers methods using a representative end-to-end sample of all types of single piece addressed letter mail. This European Standard has been developed from and is compatible with the requirements of EN13850-2002.As such,surveys for both priority and non-priority single piece mail may be undertaken concurrently whilst reporting separate estimates of priotrity and non-priority transit times. The overall transit time quality-of-service result is to be expressed as percentage of mail delivered within J + n days end-to-end according to the EU"Postal directive". This European Standard relates to the measurement of so-called"normal"services given to private persons/households and businesses that post mail at street letter boxes,over the counter at post office,have pick ups at their offices or give their mail directly at postal service operator's sorting centres. For technical reasons this European Standard may not in all parts be suitable for the measuring of very small volumes of mail and for operators with limited coverage. This European Standard is not applicable for measuring the end-to-end transit time distribution of large bulk mailers' services and hybrid mail,which require different measurement systems and methodologies.

Postal services - Quality of service - Measurement of the transit time of end-to-end services for single piece non-priority mail and second class mail（includes Amendment A1-2007）; English version of DIN EN 14508:2007-06

DS/CEN/TS 15448:2007 邮政服务 图像控制器和丰富设备（OCR、视频编码系统、投票系统）之间的开放标准接口

The purpose of this document is to define the requirements of the OCR/VCS Standard interface and to convey these requirements in context to the reader.The interface specification is contained in the two appendices of this document, both of them normative:- System Design Description (SDD) This document specifies the class model, dynamic behaviour and exception handling of the interface. The API is included.- Interface Design Document (IDD)The IDD in Annex B defines the """"payload"""" information for the interface. That is the data which is required for processing a mailpiece e.g. Figure 1 - Interface environment of an Enrichment DeviceAs shown on Figure 1,

Postal services - Open standard interface between image controller and enrichment devices (OCRs, video coding systems, voting systems)