There can be no development of the postal market without quality of service. All postal operators upgrade their postal services to retain their customers, define their own market presence and remain competitive.
The UPU is involved in many programmes, including continuous testing for measuring the quality of service of 700 international links, the creation of barcodes for tracking and tracing items, the setting of end-to-end delivery standards, and the introduction of the J+5 standard (delivery on the fifth working day after the day of posting) for 80% of international mail.
The UPU quality management certification system was developed in line with Beijing Congress resolution C 20/1999. It was launched worldwide in 2003, on the basis of a methodology and two questionnaires.
In an effort to improve end-to-end customer satisfaction and the universal service, the UPU has implemented quality of service programs with a view to improving the efficiency of delivery networks by analyzing both the structure and the content of the digital data exchanged via IT systems.
Force majeure is an event or occurrence which prevents a designated operator to fulfill its obligations relating to quality of service or performance owing to reasons external to its control and which are not attributable to any act or failure of the designated operator.
Quality can be improved only if measured. The Global Monitoring System is a state-of-the-art measurement system managed by the UPU International Bureau.