WG 12 - Postal & Parcel Services - Customer Experience and Quality of Service
This Working Group (WG) is focused on standards for quality of service measurement, so that products and services meet the expectations of customers. The starting point of this working group is to provide a definition of the services and their quality requirements. The first goals of this working group are to develop useful standardized tools to monitor to help improve the quality of the postal services, by - enhancing the perception of the customers of the levels of quality of service, - improving the confidence of the customer in the postal chains, - helping the dialogue between the regulatory bodies and the postal operators, - improving the effectiveness of postal market at the entire European level.
Postal & Parcel Services - Customer Experience and Quality of Service
This Working Group (WG) is focused on standards for quality of service measurement, so that products and services meet the expectations of customers. The starting point of this working group is to provide a definition of the services and their quality requirements. The first goals of this working group are to develop useful standardized tools to monitor to help improve the quality of the postal services, by - enhancing the perception of the customers of the levels of quality of service, - improving the confidence of the customer in the postal chains, - helping the dialogue between the regulatory bodies and the postal operators, - improving the effectiveness of postal market at the entire European level.
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WG 12 is a Technical Committee within the European Committee for Standardization (CEN). It is named "Postal & Parcel Services - Customer Experience and Quality of Service" and is responsible for: This Working Group (WG) is focused on standards for quality of service measurement, so that products and services meet the expectations of customers. The starting point of this working group is to provide a definition of the services and their quality requirements. The first goals of this working group are to develop useful standardized tools to monitor to help improve the quality of the postal services, by - enhancing the perception of the customers of the levels of quality of service, - improving the confidence of the customer in the postal chains, - helping the dialogue between the regulatory bodies and the postal operators, - improving the effectiveness of postal market at the entire European level. This committee has published 189 standards.
WG 12 develops CEN standards in the area of Information technology. The scope of work includes: This Working Group (WG) is focused on standards for quality of service measurement, so that products and services meet the expectations of customers. The starting point of this working group is to provide a definition of the services and their quality requirements. The first goals of this working group are to develop useful standardized tools to monitor to help improve the quality of the postal services, by - enhancing the perception of the customers of the levels of quality of service, - improving the confidence of the customer in the postal chains, - helping the dialogue between the regulatory bodies and the postal operators, - improving the effectiveness of postal market at the entire European level. Currently, there are 189 published standards from this technical committee.
The European Committee for Standardization (CEN) is a public standards organization that brings together the national standardization bodies of 34 European countries. CEN provides a platform for developing European Standards (ENs) and other technical documents in relation to various products, materials, services, and processes, supporting the European Single Market.
A Technical Committee (TC) in CEN is a group of experts responsible for developing international standards in a specific technical area. TCs are composed of national member body delegates and work through consensus to create standards that meet global industry needs. Each TC may have subcommittees (SCs) and working groups (WGs) for specialized topics.