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 system, and provides examples and clarification on specific requirements
of EN 13850. It gives information on how to interpret the test results obtained by measurement according to
the standard.
In all places where references in this Technical Report are made to EN 13850 it should be understood that it
includes all amendments to EN 13850. This Technical Report does not alter in any way the requirements of
EN 13850. It is concerned with technical issues in the implementation of the measurement system. The
Technical Report provides guidance but it does not specify how the regulators shall enforce and monitor the
use of the standard since this is the responsibility of the European Commission and the national regulatory
authorities themselves.
Parts of this Technical Report may also be considered for guidance when implementing the following quality of
service standards:
CEN/TS 14773, Postal services — Quality of service — Measurement of loss and substantial delay in
priority and first class single piece mail using a survey of test letters
EN 14508, Postal services — Quality of service — Measurement of transit time of end-to-end services for
single piece non-priority and second class mail
EN 14534, Postal services — Quality of service — Measurement of transit time of end-to-end services for
bulk mail