M80 邮政综合 标准查询与下载

DIN EN 14012:2009 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 non- universal 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; English version of DIN EN 14012:2009-04

BS PAS 97:2009 邮件审查和安全规范

This PAS gives requirements and recommendations for mail screening, set in the broader context of postal security. It is targeted at those responsible for planning, delivering or procuring mail handling and screening services within organizations, as well as commercial providers of such services. It specifies measures to assist businesses and other organizations in identifying and minimizing the impact of items of mail that represent a threat, or could otherwise cause concern or disruption. It also addresses broader postal security measures aimed at ensuring all incoming, outgoing and internal mail streams are managed so as to minimize the risk of loss or theft of valuable or sensitive items or information. This PAS concentrates on letters and small parcels entering the organization from any external source, including public/commercial postal services, by hand or by courier delivery. Whilst many of the principles detailed in the PAS can also be applied to improving the security of other, larger-scale deliveries, these are not explicitly covered. The security of electronic mail and associated IT systems is outside the scope of this PAS. This PAS does not propose a single standard of postal security and screening. Instead, it sets out to assist organizations in assessing their particular level(s) of risk, and selecting and implementing commensurate security measures. A series of screening levels (1 to 5) is defined in terms of progressively more complex screening measures; this is complemented by a series of physical protection classes (A to D) that describe incremental physical protective measures for mail rooms and personnel. Another factor contributing to the overall level of protection an organization derives from its postal security measures is the location of its mail facilities.

A specification for mail screening and security

PAS 97-2009 邮件审查和安全规范

This PAS gives requirements and recommendations for mail screening, set in the broader context of postal security. It is targeted at those responsible for planning, delivering or procuring mail handling and screening services within organizations, as well as commercial providers of such services. It specifies measures to assist businesses and other organizations in identifying and minimizing the impact of items of mail that represent a threat, or could otherwise cause concern or disruption. It also addresses broader postal security measures aimed at ensuring all incoming, outgoing and internal mail streams are managed so as to minimize the risk of loss or theft of valuable or sensitive items or information. This PAS concentrates on letters and small parcels entering the organization from any external source, including public/commercial postal services, by hand or by courier delivery. Whilst many of the principles detailed in the PAS can also be applied to improving the security of other, larger-scale deliveries, these are not explicitly covered. The security of electronic mail and associated IT systems is outside the scope of this PAS. This PAS does not propose a single standard of postal security and screening. Instead, it sets out to assist organizations in assessing their particular level(s) of risk, and selecting and implementing commensurate security measures. A series of screening levels (1 to 5) is defined in terms of progressively more complex screening measures; this is complemented by a series of physical protection classes (A to D) that describe incremental physical protective measures for mail rooms and personnel. Another factor contributing to the overall level of protection an organization derives from its postal security measures is the location of its mail facilities.

A specification for mail screening and security

DIN-Fachbericht CEN/TR 15735:2009 邮政服务.服务质量.访问接入点距离

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 point; English version prCEN/TR 15735:2007

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

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

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

DIN CEN/TS 15448 Berichtigung 1:2008 邮政服务.图像控制器和动力系统间的开放标准接口(光学字符识别系统、视频编码系统、表决系统).勘误表DIN CEN/TS 15448-2007

Postal services - Open standard interface between image controller and enrichment devices (OCRs, video coding systems, voting systems); English version CEN/TS 15448:2006, Corrigendum to DIN CEN/TS 15448:2007; German version CEN/TS 15448:2006/AC:2007

ANSI/INCITS/ISO/IEC 18050:2008 信息技术.办公设备.机读数字邮政标记的打印质量特征

ISO/IEC 18050:2006 specifies two methodologies for the measurement of specific print quality attributes of two-dimensional bar code symbols printed within the requirements of Digital Postage Marks. One of these methodologies is applicable to multi-row bar code symbologies and the other to two-dimensional matrix symbologies. ISO/IEC 18050:2006 defines methods for grading print quality attributes and deriving an overall assessment of symbol quality.

Information technology - Office equipment - Print quality attributes for machine readable Digital Postage Marks

YZ/T 0128-2007 快递服务

Delivery Service

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 Z17-032:2007 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 Z17-032/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.

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.

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

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

BS DD CEN/TS 15523:2006 邮电服务.邮件投递声明

This document specifies a methodology that allows postal operators to define specific statements of mailing submission customised according to their environment and applications. The document defines information requirements for existing generic postal information processing applications related to major postal functions, namely operations, finance and marketing by specifically identifying the information that could be collected within the mailer’s domain and transmitted to the postal domain. In addition, this document defines the organisation of data into messages by describing data content, format and communication protocol suitable for communication of data originating in the mailer’s domain. The specification also provides a detailed analysis and recommendations for implementing application-level security threats and countermeasures particularly relevant for postal revenue protection in controlled mail entry settings. Finally, this document provides several examples of concrete statements of mailing submissions and an example of a secure communication protocol recommended for transmission of such statements.

Postal service — Statement of mailing submission

BS DD CEN/TS 15525:2006 邮政服务.标准接口.机械控制和条码打印机间的接口

This document specifies the electrical, data and timing interface between the control unit of a postal sorting system and an ink jet printer connected to that system. It further specifies an ancillary interface to the printer, which can be used for the support of remote diagnostics and other service functions.

Postal services — Standard Interfaces — Interface between Machine Control and Bar Code Printers

BS DD CEN/TS 15524:2006 邮政服务.包括跟踪和查询的客户导向信息.一般概念和定义

This Technical Report consists of three parts. The first part defines, describes and explains basic concepts typical to all mail communication systems such as domains, parties, agents and their role in the system, physical and informational objects, processes, interfaces and relationships. The first part does not cover more detailed technical aspects of the main concepts such as:  detailed description of mail entities and sets, their attributes and methods of collection/capture of their values;  applications describing specific use of the information describing basic objects by mailers, postal operators and recipients;  data elements, data constructs and message descriptions;  communication protocols and infrastructure for message transport including transport of messages through a print-scan channel (or paper channel);  message security issues related to individual messages: confidentiality and integrity of data, authentication and non-repudiation;  printing symbology, physical placement of data elements and symbols, their orientation and dimensions, and inks and print quality. The second part of this Technical Report defines the concepts necessary and sufficient to describe customerdirected information that can be captured by post and made accessible to customers using post-mailer interface. This report explains and describes relationships between these concepts. This report provides a comprehensive list of mail entity attributes that are involved in forming observations and events significant for postal customers. This report describes a methodology suitable for the selection of observation points within postal domain process where information collected in observations is most useful for customers. The report does not cover:  applications describing the use of collected event information;  messages and protocols;  communication infrastructure. The third part of this report describes:  list of specific events knowledge of which is valuable to postal customers (mail senders and recipients) and could be made available to such customers;  underlying mail entity attributes that form corresponding observations;  data construct supporting practical access to information collected within postal domain about events, underlying observations and expectations, and in particular information about events, observations and expectations that are valuable to postal customers. The Technical Report also provides an example of application that demonstrates the use of specific events and data constructs. This Technical Report makes use of XML schema in describing relevant data constructs. Actual communication messages can be built from data constructs described in this report. However, this report does not specify the structure of specific messages, nor does it preclude using mechanisms other than XML schema to describe data constructs.

Postal services — Customer-directed information including track and trace — General concepts and definitions