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S.R. CEN/TS 15511:2008

Current
Current

The latest, up-to-date edition.

POSTAL SERVICES - QUALITY OF SERVICE - INFORMATION AVAILABLE ON POSTAL SERVICES
Available format(s)

Hardcopy , PDF

Language(s)

English

Published date

01-01-2008

Preview

Foreword
Introduction
1 Scope
2 Normative References
3 Terms and definitions
4 Availability of information as a QoS Indicator
  4.1 General
  4.2 Structural Characteristics
      4.2.1 General
      4.2.2 A: Type of Access Point
      4.2.3 B: Type of Information Channel
      4.2.4 C: Type of Information
      4.2.5 D: Type of Indicator
  4.3 Quality Indicators
      4.3.1 Address of a Postal Access Point
      4.3.2 Location of a Postal Access Point at
            a given Address
      4.3.4 Opening Hours
      4.3.5 Universal Services
      4.3.6 Last Collection Time (Posting Time/Acceptance
            Time)
      4.3.7 Access to Complaint Management
            & Compensation
5 Methodology
  5.1 General
  5.2 Representative Sample Design
  5.3 Geographical Stratification
      5.3.1 General
      5.3.2 Stratification parameters
      5.3.3 Stratification
  5.4 Discriminant Access Point Characteristics
      5.4.1 Role of the Access Point in the Measurement
      5.4.2 Discriminant Types of Access Points
            on Local Level
      5.4.3 Sources of Information on nationwide level
  5.5 Estimators
      5.5.1 General
      5.5.2 Accuracy
      5.5.3 Measurement results
      5.5.4 Calculation of the accuracy
  5.6 Weighting of the results
      5.6.1 Weighting according to the sample design
      5.6.2 Weighting due to failed measurement
            or invalid answers
      5.6.3 Changes of access point characteristics
            and population density
      5.6.4 Aggregation of results
6. Mystery Shopper Approach
   6.1 General
   6.2 Type of Information Channel
       6.2.1 Visit at the Access Point
       6.2.2 National Telephone Hotline
       6.2.3 National Website
7 Report
  7.1 Timing
  7.2 Content
8 Quality Control & Auditing
Annex A (normative) Quality control and auditing
      A.1 Quality control
          A.1.1 Statistical design
          A.1.2 Conducting Mystery Shopper Visits
          A.1.3 Data collection
          A.1.4 Data analysis
          A.1.5 Reporting
          A.1.6 Archiving
          A.1.7 Quality control and Information Technology (IT)
      A.2 Auditing
          A.2.1 Scope of the auditing process
          A.2.2 Access Point Audit
          A.2.3 Stability of the parameters
          A.2.4 Instructions given to the mystery shoppers
          A.2.5 General audit of the system
Annex B (informative) Possible Dimensions of the Monitor
      B.1 General Remarks
      B.2 Class One Indicators
      B.3 Class Two Indicators
      B.4 Considerations prior to implementation:
Annex C (informative) Assistance for special needs
Bibliography

Specifies a measurement methodology to assess information availability using desk research and a Mystery Shopper Approach.

DocumentType
Standard
Pages
36
PublisherName
National Standards Authority of Ireland
Status
Current

Standards Relationship
CEN/TS 15511:2008 Identical

ISO 19011:2011 Guidelines for auditing management systems
ISO 10005:2005 Quality management systems Guidelines for quality plans
ISO 3534-2:2006 Statistics Vocabulary and symbols Part 2: Applied statistics
EN ISO 9001:2015 Quality management systems - Requirements (ISO 9001:2015)
ISO 9004:2009 Managing for the sustained success of an organization A quality management approach
ISO 9001:2015 Quality management systems — Requirements
ISO 9000:2015 Quality management systems — Fundamentals and vocabulary
ISO 10007:2017 Quality management — Guidelines for configuration management
EN ISO 9000:2015 Quality management systems - Fundamentals and vocabulary (ISO 9000:2015)
ISO 3534-1:2006 Statistics — Vocabulary and symbols — Part 1: General statistical terms and terms used in probability

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