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配送标准与劳动 保障应同步升格

2017-08-08 04:03:43   中国青年网

朱昌俊

日前,《外卖配送服务规范》团体标准在京发布。该标准规定了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持续改进等方面内容。

从消费者角度,当然会为这种行业性的自律要求叫好。任何行业都不能少了规则,要想实现长远发展,就必须建立与现代服务水平相匹配的服务标准,将服务流程导入标准化操作之中。这对于消费者利益和行业的长远发展而言,都是好事。

另一方面,即便体谅外卖小哥的不易,也不能通过降低要求和弱化规则来实现,而是要关注他们应得的劳动权益保障。换言之,外卖小哥要达到一定的服务标准,但与此同时,他们的权益也应该有合法保障。也唯有此,真正的高服务标准也才有可能实现。

前不久媒体对于浙江的外卖市场调查就显示,外卖配送市场存在着五花八门的用工制度、各自为政的薪酬计算办法。用工制度都由各公司自行制定,缺少统一规范,劳动权益较难保障。

上述状态并非单纯是外卖平台的责任。网络外卖作为一种新的市场业态,其从业人员一般流动性相对较大,也催生了新的劳动合同关系,原有的社保缴纳体系与这种新业态之间注定存在着不少需要调试的空间。

一个规范市场的形成,取决于企业、从业者、消费者、外部监督等综合力量的博弈,如果说行业自律性质的服务规范所着眼的是处理好从业者与消费者的关系,那么,从业者与企业乃至相关部门之间的关系,比如从业者合法权益的确定,对于行业的规范程度,同样有着不容忽视的影响。这也是外卖行业提升服务水平,所无法绕开的一个环节。

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