COMPANY With over 25 thousand employees, bpost is the leading national provider for mailing and distribution of parcels in Belgium. According to EU legislation, a contract bet- ween the Belgium governement and bpost regulates all compliance standards such as the measurement of transmitting times of letters and packages. This com- pliance is verified by the Belgium Institute for Postal Services and Telecommunications or BIPT , which uses standards EN 13850 (first class mail standard) and EN 14534 (second class mail standard) for its analyses. CHALLENGE Under its own initiative, between 1998 and 2001, BIPT carried out the measurement of first class mail or priority shipments. During this time, this governement agency implemented a bonus-malus system. This hel- ped in providing evid

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