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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
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Available format(s): Hardcopy, PDF
Language(s): English
Published date: 01-01-2004
Publisher: National Standards Authority of Ireland
ForewordIntroduction 1 Scope2 Normative references3 Terms and definitions4 Loss as a quality of service indicator 4.1 General 4.2 Calculation and presentation of loss and substantial delay 4.2.1 General 4.2.2 Period after which an item is considered to be lost or substantially delayed 4.2.3 Service performance indicator 5 Methodology 5.1 General 5.2 Estimators 5.2.1 General 5.2.2 Accuracy 5.2.3 Measurement results 5.2.4 Calculation of the accuracy 5.2.5 Aggregation of results 5.3 Validation and control of panellist information 5.3.1 General 5.3.2 Panellist requirements 5.3.3 Validation of information 5.4 Treatment of clusters of lost items6 Test mail characteristics 7 Report8 Quality control and auditing Annex A (normative) Calculation of the accuracy of the estimator of the performance indicatorAnnex B (normative) Panellist management and validation B.1 Management, guidance, training and monitoring of panellists B.2 Item validation B.3 Panellists validationAnnex C (normative) Quality control and auditing C.1 General C.2 Sending test items C.3 Receiving test itemsAnnex D (informative) Use of different rules for defining substantial delay D.1 General D.2 Circumstances when additional analysis is appropriate D.3 Reporting requirements for additional analysesAnnex E (informative) Experience of measuring loss E.1 General E.2 Experience in Portugal E.2.1 General E.2.2 Brief description of the Portuguese system E.3 Experience in United Kingdom E.4 Experience in Germany E.5 Comments from International Post Corporation E.5.1 General E.5.2 Response Rates (Referring to requirements under 5.3) E.5.3 Clustering (Referring to requirements under 5.4) E.5.4 Sample sizes (Referring to Annex A) E.5.5 Matching reality E.6 Comments from France E.6.1 General E.6.2 Panel efficiency rate E.6.3 Confirmation procedures E.7 Concluding Remarks Bibliography
Covers methods for measuring the level of loss and substantial delay, using a survey of test letters, of domestic and cross-border priority and first class single piece letter mail, collected, processed and distributed by postal service operators.
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