標準號：BS DD CEN/TS 14773-2004
中文標準名稱：郵政服務.服務質量.使用測試信件調查法對優先和***別單件信件的丟失以及延時的測量
英文標準名稱：Postal services - Quality of service - Measurement of loss and substantial delay of priority and first class single piece mail using a survey of test letters
標準類型：M80
發布日期：2004/11/23 12:00:00
實施日期：2004/11/23 12:00:00
中國標準分類號：M80
國際標準分類號：03.240
適用范圍：This document specifies methods for measuring the level of loss and substantial delay, using a surveyof test letters, of domestic and cross-border priority and first class single piece letter mail, collected,processed and distributed by postal service operators.It is impossible in practice to distinguish between items which will never arrive and items which havebeen delayed for a very long time. A minimum period is therefore defined after which an item that hasbeen sent shall be treated as if it has been lost or substantially delayed for the purposes ofmeasurement.The resulting overall figure for loss and substantial delay is to be expressed as a percentage of thetotal posted priority and first class single piece mail. This indicator does not measure the postaloperator’s overall performance in a way which provides direct comparison of postal service operators,and does not include other service performance indicators other than those related to loss andsubstantial delay.According to this document, loss and substantial delay is estimated within specified accuracy limits.When the level of loss is very small it may only be possible to estimate an upper limit for the level ofloss.This document has been developed from and is compatible with the requirements of EN 13850 for themeasurement of the transit time of end-to-end services for single piece priority mail and first class mail,so that the same survey may be used to measure loss and substantial delay and on-time performance.Thus it comprises a set of requirements for the design of a measuring system involving the selectionand distribution of test letters sent and received by selected panellists, according to a specificationthat ensures that the test letter sample design is representative of the real mail flows.This document 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 document may not in all parts be suitable for the measuring of very smallvolumes of mail and for operators with limited coverage.This document is not applicable for measuring the level of loss or substantial delay for large bulkmailers’ services and hybrid mail which require different measurement systems and methodologies.This document includes specifications for the quality control and auditing of the measurement systemand for the reporting of loss and substantial delay of mail.