EN 13876:2002

Foreword
1 Scope
2 Normative references
3 Terms and definitions
4 Responsibility and control
  4.1 Control of the service
  4.2 Elements of responsibility
5 Management of quality
6 Performance
  6.1 Packaging
  6.2 Preparation and dispatch
  6.3 Transport
  6.4 Subcontractors
  6.5 Proof of delivery
  6.6 Transport conditions
  6.7 Quality planning
Annex A (informative) Freight distribution services -
        Performance self assessment
Bibliography

This European Standard specifies in the form of a "Code of Practice" the management controls and key performance indicators necessary for the effective and efficient management of customer's cargo throughout the transport process.It is intended for use by the providers of the service and as general guidance by purchasers of such services (customers) and it defines the principles, best practices and obligations of the provider as well for the client as providing advice with regard to contribution by the customer that will facilitate the most effective outcome.In addition, this Code of Practice strongly recommends that the service provider carry out regular self assessment of performance against defined criteria with the objective of continually improving the quality of services provided and is prepared in a manner which facilitates independent audit of the service provider's performance in order to give confidence to customers that the integrity of performance measurement is maintained.Annex A contains a recommended procedure for "Self Assessment".