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.<\/p>\n
| PDF Pages<\/th>\n | PDF Title<\/th>\n<\/tr>\n | ||||||
|---|---|---|---|---|---|---|---|
| 4<\/td>\n | Contents Page <\/td>\n<\/tr>\n | ||||||
| 5<\/td>\n | European foreword <\/td>\n<\/tr>\n | ||||||
| 6<\/td>\n | Introduction <\/td>\n<\/tr>\n | ||||||
| 7<\/td>\n | 1 Scope 2 Terms and definitions <\/td>\n<\/tr>\n | ||||||
| 8<\/td>\n | 3 Main issues concerning the damages of postal items 3.1 General Figure 1 \u2014 Damage of postal item 3.2 Solutions applied by operators <\/td>\n<\/tr>\n | ||||||
| 9<\/td>\n | Table 1 \u2014 Percent of damaged items <\/td>\n<\/tr>\n | ||||||
| 10<\/td>\n | Table 2 \u2014 Keeping statistical data about the cause of damage Table 3 \u2014 Volume of the damaged items with partly or fully missing content <\/td>\n<\/tr>\n | ||||||
| 11<\/td>\n | Table 4 \u2014 Documentation of the damage Table 5 \u2014 Documentation of the damage items with missing contents <\/td>\n<\/tr>\n | ||||||
| 12<\/td>\n | Table 6 \u2014 Action related to postal item which is identified as damaged in any technological process; cross-border items <\/td>\n<\/tr>\n | ||||||
| 13<\/td>\n | Table 7 \u2014 Action related to postal item which is identified as damaged in any technological process; domestic items <\/td>\n<\/tr>\n | ||||||
| 14<\/td>\n | Table 8 \u2014 Complaints and mitigation; ordinary letters\/postcards Table 9 \u2014 Complaints and mitigation; Registered letters \/ ensured letters \/ parcels \/ ensured parcels <\/td>\n<\/tr>\n | ||||||
| 15<\/td>\n | Table 10 \u2014 Information for customers about compensation rules and limits <\/td>\n<\/tr>\n | ||||||
| 16<\/td>\n | Table 11 \u2014 Additional questions <\/td>\n<\/tr>\n | ||||||
| 18<\/td>\n | 4 Prevention actions 5 Measurements 5.1 General <\/td>\n<\/tr>\n | ||||||
| 19<\/td>\n | 5.2 Analysis of the database of complaints <\/td>\n<\/tr>\n | ||||||
| 20<\/td>\n | 5.3 Reference to EN 14012 <\/td>\n<\/tr>\n | ||||||
| 21<\/td>\n | 6 Activities to mitigate impact of damages 7 Parameters of postal items affecting the number of damages <\/td>\n<\/tr>\n | ||||||
| 22<\/td>\n | Bibliography <\/td>\n<\/tr>\n<\/table>\n","protected":false},"excerpt":{"rendered":" Postal Services. Quality of service. Damage to postal items<\/b><\/p>\n |