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外卖配送规范实施 网络“送餐”进入标准化时代

2017-09-13 07:26:22   中国经济网

近年来,外卖配送服务市场迅猛发展,但也暴露出送餐超时、餐品不完整、卫生安全状况差、外卖人员水平参差不齐等问题,行业亟须规范。而从9月1日起,由中国贸促会商业行业分会等单位发布的《外卖配送服务规范》(以下简称《规范》)团体标准正式实施,这意味着网络“送餐”开始进入标准化时代。

《规范》内容被广泛认可多数企业有自家标准

“《规范》的很多内容都是针对目前行业痛点推出的,对我们很有参考意义。”美团外卖华南区域负责人陈雪告诉记者,目前外卖配送服务仍处于“野蛮生长”阶段,各企业面临的行业痛点是一样的,行业目前最需要的就是统一的规范标准。

据了解,《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规定。比如,外卖配送机构应具备企业法人资质;配送人员须年满18周岁,且应对配送人员进行身份审核;配送员应轻声敲门,若无人响应,应电话或短信联系消费者;配送员不应进入消费者家中、收取小费或有其他不文明举止等。

河南国厚律师事务所律师焦敏表示,《规范》填补了外卖服务行业的一大空白,有利于引导外卖配送市场向着规范有序的方向发展,推动外卖行业健康化发展和良性竞争。

据记者了解,《规范》内容受到业内广泛认可,由于这一规范并非国家标准,因此很多企业尚未采取明确的实施措施。

“这个规范是一个团体标准,并不是国家强制性标准,而且我们不久前也刚刚发布了一个自己的外卖标准。”陈雪说。

“饿了么”公关部的一位负责人也表示,“饿了么”自身有一套成熟的企业配送标准,目前该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。

“我们的配送标准跟这次出台的《规范》大体一致。”这位负责人介绍,会参考《规范》内容,将自己公司的标准不断完善和优化。

开出初步“药方”部分条款仍需完善

据业内人士介绍,目前大部分外卖商家都有一套自己的规章制度,但一家一套标准,千差万别,不仅不利于外卖行业的长远发展,也可能会给消费者带来困扰。而此次《规范》作为一个团体标准,率先针对这些行业痛点和消费者关心的问题进行规范和指导,虽不具备强制力,但对引导行业持久健康发展具有非常积极的意义。

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