CEN/TS 15511-2008
邮政服务.服务质量.邮政服务信息

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

CEN/TS 15511-2008 发布历史

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.

CEN/TS 15511-2008由欧洲标准化委员会 IX-CEN 发布于 2008-04-01。

CEN/TS 15511-2008在国际标准分类中归属于: 03.240 邮政服务。

CEN/TS 15511-2008 发布之时，引用了标准

• EN ISO 9001 质量管理体系.要求(ISO 9001:2015)*， 2015-09-01 更新
• EN ISO 9004 *， 2018-04-01 更新
• ISO 3534-1-2006 统计学.词汇和符号.第1部分:概率和基本统计术语
• ISO 10005 质量管理.质量计划指南
• ISO 10007 质量管理.技术状态管理指南*， 2017-03-01 更新
• ISO 19011 管理系统审核指南

* 在 CEN/TS 15511-2008 发布之后有更新，请注意新发布标准的变化。

CEN/TS 15511-2008的历代版本如下：

• 2008年04月01日 CEN/TS 15511-2008 邮政服务.服务质量.邮政服务信息

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标准号

CEN/TS 15511-2008

发布日期

2008年04月01日

实施日期

废止日期

无

国际标准分类号

03.240

发布单位

IX-CEN

引用标准

EN ISO 9001 EN ISO 9004 ISO 3534-1-2006 ISO 10005 ISO 10007 ISO 19011

适用范围

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.

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