BSI PD CEN/TR 16915:2015

$142.49

Postal Services. Quality of service. Damage to postal items

Published By	Publication Date	Number of Pages
BSI	2015	24

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Category: BSI

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This Technical Report is an extension as a guide to the European Standard EN 14012 with regard to damage of postal items. EN 14012 recommends: The continual improvement of the overall quality of service is an objective of the complaint handling system, and using the information from the complaint handling process to improve the overall quality of service should be a permanent objective of any postal organization. Complaint handling processes should allow analysis of complaint causes. However, it does not contain detailed guidelines to possible solutions. Damages are a rare event and a standard for measurement proved not to be feasible. This document contains a set of best practices dedicated to use by postal operators regardless of their size and users of postal services.

PDF Catalog

PDF Pages	PDF Title
4	Contents Page
5	European foreword
6	Introduction
7	1 Scope 2 Terms and definitions
8	3 Main issues concerning the damages of postal items 3.1 General Figure 1 — Damage of postal item 3.2 Solutions applied by operators
9	Table 1 — Percent of damaged items
10	Table 2 — Keeping statistical data about the cause of damage Table 3 — Volume of the damaged items with partly or fully missing content
11	Table 4 — Documentation of the damage Table 5 — Documentation of the damage items with missing contents
12	Table 6 — Action related to postal item which is identified as damaged in any technological process; cross-border items
13	Table 7 — Action related to postal item which is identified as damaged in any technological process; domestic items
14	Table 8 — Complaints and mitigation; ordinary letters/postcards Table 9 — Complaints and mitigation; Registered letters / ensured letters / parcels / ensured parcels
15	Table 10 — Information for customers about compensation rules and limits
16	Table 11 — Additional questions
18	4 Prevention actions 5 Measurements 5.1 General
19	5.2 Analysis of the database of complaints
20	5.3 Reference to EN 14012
21	6 Activities to mitigate impact of damages 7 Parameters of postal items affecting the number of damages
22	Bibliography