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外卖配送服务业如何迈入“标准化”时代

2017-09-14 17:31:47   新华网

新华社北京9月14日电 题:外卖配送服务业如何迈入“标准化”时代

新华社记者王丰、曹祎铭、邵琨

当前外卖配送服务市场发展迅猛,但另一方面,送餐超时、餐品不完整、外卖人员素质参差不齐等现象也不断暴露出来。专家表示,解决外卖配送行业存在的诸多问题,需要对外卖配送各环节进行有效管理和规范,使其真正进入“标准化”时代。

  外卖配送痛点引发“标准”关注

近日一则“外卖小哥嫌出菜速度慢,自己上手炒菜”的新闻引起了网友的关注。有网友围观点赞,但也有不少人则表达了对外卖配送食品安全的担忧。

近年来,随着工作节奏加快、互联网应用不断深入,送餐等外卖配送业务应运而生、增长迅猛。根据艾媒咨询发布的报告,2017年我国外卖市场交易额预计达2045.6亿元。

但同时,对外卖配送行业的监管目前仍存在盲区,缺乏统一的行业规范,行业过快发展也带来诸多问题,导致消费者投诉不断。

有业内人士表示,目前外卖配送行业门槛不高,从业者素质参差不齐,人员流动性较大,加上一些企业管理不到位,诸多因素导致送餐超时、餐品不完整、卫生安全状况差等问题时有发生,类似“外卖小哥上手炒菜”的事例,自然也容易引起消费者的关注。

“目前外卖配送服务仍处于‘野蛮生长’阶段,行业痛点对所有外卖配送企业都是一样的,行业目前最需要的就是统一的规范标准。”美团外卖华南区域负责人陈雪说。

  开出初步“药方” 部分条款需完善

实际上,正是意识到标准问题的重要性,领先的行业企业近期都在加大在这一方面的推进。

近日,中国贸促会商业行业分会正式推出了《外卖配送服务规范》,引起业内广泛关注。《规范》首次对外卖配送的服务机构要求、服务人员、服务流程、异常情况处理、服务质量控制和服务质量改进等方面内容进行了全面系统的规定。

“饿了么”公关部的一位负责人表示,“饿了么”也制定了一套企业配送标准,目前这套标准已更新到第四版,内容包括持健康证上岗、着装、员工培训管理等基础规范,以及出发准备、配送途中、在客户处的行为规范等细则。

“美团不久前也发布了一个自己的外卖配送标准。”陈雪说,它与这次出台的《规范》大体一致,会进一步参考《规范》,将公司的标准不断完善。

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