Systems and algorithms were not created to create difficulties for riders. In fact, riders are convinced of the system’s instructions precisely because they are usually effective and accurate. But the system has been criticized because the system crashes when the rider needs the right command most. < / P > < p > a few days ago, an article entitled “takeaway riders, trapped in the system” in “people” was swept through the screen. The dilemma brought by the takeout platform to the takeout riders triggered heated discussions, and “riders” has been searched on microblogs for two days. After the release of the article, hungry Mo quickly responded, saying that it would launch a “willing to wait another 5 minutes” button. Meituan then said that the system would allow 8 minutes of flexible time for riders. Meituan has acknowledged the technical limitations of the algorithm, which is of course not a problem facing its family. < / P > < p > takeout platforms have left a back door for manual scheduling in addition to the system scheduling. As long as there are takeout riders, there will be a centralized site, and the webmaster is the site manager. < / P > < p > now, the stationmaster and the rider are embedded in the whole takeout system. They connect the system and the rider to correct errors when there is a problem with machine scheduling. “What the stationmaster does is the work of repairmen and maintainers,” Liu Haili told “e-commerce online.”. He became a rider in 2015, then promoted to stationmaster, and is now the regional head of three sites. < p > < p > < p > people quoted a stationmaster’s words in the screen brushing report, saying that the stationmaster was not to rescue the rider’s strength, but to “excavate each rider’s potential and speed to the maximum”. It would be too hasty to simply assign the webmaster to the role of capital and huge machines based on this quotation. In the interview with “e-commerce online”, we found that the stationmaster is not a squeezer. Many of them know the difficulties of the rider and have feelings for where they come from. < / P > < p > more straightforward, the interests of the stationmaster are almost the same as the rider. This can be reflected in the assessment indicators they carry – one of the assessment criteria is the “Rider retention rate”. This means that to maximize the value of riders, even if it is the starting point of stationmaster, more often than not, they need to consider the interests of riders, and even play the role of appeasement, persuading riders who want to “change jobs” to stay. < / P > < p > whether it is the flexible scheduling of the system or the active or passive care for the riders, the stationmaster is the most human part of the whole takeout system. < / P > < p > the station master Zhang Tao and the station dispatcher never leave the computer screen for a moment – there is a regional map on which the riders turn into dots and drive in different directions. In just 1.5 hours, he needs to watch the delivery of more than 900 takeaway orders on the site. < / P > < p > in general, the system will send orders to the riders automatically. However, once it is found that whose route is not smooth, the order imbalance between riders and riders depends on his manual scheduling. Zhang Tao’s long-term computer command has made Zhang Tao’s understanding of the route different from that of ordinary people. In his eyes, the route is plane and angle. “If a rider gets five orders distributed in a 15 degree area, is it better to send them than the orders in the 60 degree angle?” The stationmaster must stay in front of the computer. Commanders with a global perspective don’t need to go to war, but they don’t have a moment of freedom. “If you send out 50 bills by yourself and other people don’t have reasonable scheduling, it’s not for nothing,” Zhang Tao said. There are many emergencies. A business is too slow to take out a meal, many of the site’s takeout, the stationmaster needs to sell face to urge the business. In the event of a traffic accident, the stationmaster also has to support and coordinate the riders in the rear. < / P > < p > during the lunch rush hour, impatient customers will always click the reminder button. The reminder tone rings both in the rider’s headset and in the station. When there is a serious explosion, the mechanical female voice will even overlap. < / P > < p > near one o’clock, the reminder sound gradually disappears, but the system prompt tone rings again frequently, but this time it becomes “if there is a rider applying for a rest, please handle it in time” and “if a rider initiates to leave work, please handle it in time.” Zhang Tao has to process these applications again, but also to make sure there are enough people left to deliver the next orders. Zhang Tao, 22, is the youngest station master in the whole area. Two years ago, in order to live a more free life, he changed from an engineering truck driver to a delivery boy, and grew from a team leader who was in charge of 2 or 3 people to a stationmaster with 70 riders. In more than a year as a rider, Zhang Tao did not have a bad comment. Before he was 38 years old, Wang Jian tried all kinds of small businesses and learned how to deal with all kinds of people. At the end of 2015, when his business was weak, he decided to take out to solve the problem. At that time, the industry was just emerging, and the biggest requirement for stationmaster was to have crowd cohesion. After three months as a rider, he was promoted to stationmaster. < / P > < p > in addition to scheduling during the rush hours of lunch and dinner, Wang Jian also holds a mobilization meeting for riders to help them solve trivial matters such as overdue phone bills, lack of money to eat, broken cars and so on. < / P > < p > uniting with takeaway workers is one of the most important tasks that Wang Jian understands. He claims that the stationmaster is the big parent of the takeout, “eating, drinking, and Lasa are all in charge.” < / P > < p > this attitude is considered by the site’s salesmen retention rate, and also includes his own understanding of the salesmen. He thinks that takeout workers have different backgrounds and backgrounds. Takeout is even the first job of many people in the city, and the stationmaster is their small leader and the only person to rely on. However, it seems too intimate to describe the relationship between the stationmaster and the takeout staff with “parents”. Rules and punishment system must also have, here is related to the operation of the entire site and webmaster’s own income. < / P > < p > this is already the lightest punishment. For example, some stationmaster has imposed a fine of up to 500 yuan on the most serious day, and a fine of 200 yuan will be imposed for complaints and early delivery. This is also the reason why Wang Jian doesn’t look up to many “airborne stationmaster”. “Now many college students don’t run takeout after graduation, so they come to be stationmaster directly. They only give orders, but they don’t know that the rider runs out one by one every day. You can easily get this fine and that fine. They are here to make money, not to be fined at night. ” < / P > < p > as a 4-year veteran stationmaster, he started as a takeaway, believing in understanding and tolerance after practice. “We really think that overtime is too normal. For newcomers, it is almost inevitable that there are too many orders or weather problems.” < / P > < p > many webmasters show great tolerance to newcomers, although sometimes this tolerance is due to the consideration of “retention rate”. If the rider’s order meets the compensation situation, most sites will help to bear half of the compensation. If the new rider has problems, the site is likely to make full compensation. < / P > < p > the amount of fine and compensation is a power held by the stationmaster, and it is also a part that can be changed. The understanding degree of the stationmaster determines the difference of the penalty rules of the salesmen, and also constitutes the final human space between the takeout and the system. < / P > < p > the walls of almost every site are covered with rules and activity posters. These rules often go down to the number of days in a month, the amount of a day, and the amount of money a rider receives from each order. The system of punishment is also very clear. Overtime rate, poor evaluation rate, complaint rate and abnormal cancellation rate constitute the four dimensions of evaluation, and each item can only be qualified if it is controlled at 1-2%. This means that for every 100 orders sent out by a dedicated rider, there is only one fault tolerance space. < / P > < p > the rider’s salary is directly linked to the order quantity and evaluation, so as to give more and earn more. Their evaluation also affects the income of stationmaster. If the rider can pass the evaluation, the platform will give the site 0.5-1 yuan / single reward, and the station master will draw 10% of all rewards. For example, a site can send 30000 orders without bad comments every month, and the webmaster can also get 3000 yuan of bonus in addition to the basic salary. If not, the site needs to pay a fine to the platform. < / P > < p > this kind of interest is bound together, so that the stationmaster will drive the old riders to help the new riders. Among the takeaway riders, there is a traditional friendship between masters and apprentices. When a new rider enters the business, the old rider will take him to get familiar with the business and the neighborhood. The responsible old rider will teach the newcomer how to use navigation and even how to communicate with an angry customer. However, the benefits of binding can sometimes make a bad rider a “target” for other riders. < / P > < p > riders who have been in service before 2018 have felt this change. Before 2018, “there are few riders, and the management of the platform is very loose. As soon as our meal is delivered, we can leave it, “said Zhang Tao. < / P > < p > at that time, the competition among multiple takeout platforms had evolved from the competition among meituan, hungry Mo and Baidu takeaway to a more heated two-way competition. In April 2018, after Ali’s $9.5 billion wholly-owned acquisition, the takeaway track is a contest between the two giants. < / P > < p > faster delivery time, larger delivery range, need to wear more uniform Knight uniform (and more eye-catching helmet accessories) can be used as publicity points for takeout platforms to help them occupy more market share. < / P > < p > platforms and businesses hope to have more orders. The former creates the demand of “sending everything fast”, hoping to gain more market share in the commercial competition, but also improves the expectation of users. Users hope to have a hot meal in the shortest time. In fact, riders prefer to run faster and deliver as many lists as they can within a day. < / P > < p > even though he has been in the delivery industry for five years, the peak period of takeout often brings a sense of powerlessness to Liu Haili. Orders at noon account for 60% to 70% of the whole day, and the remaining 30% of orders come from afternoon and evening. A site of 1000 orders to be compressed to 1.5 hours all sent out, “this time can only rely on people to heap,” he said. < / P > < p > in order to cope with the rush of orders, recruiting more people is the most direct way. In order to ensure the user experience, takeout platforms will also recommend that the site recruit more people. However, if more people are recruited, the income of riders will be directly affected. “Riders are for money. His daily working hours are 10-12 hours. After being busy at noon, he has nothing to do in the afternoon. He can only earn more than 100 yuan or 200 yuan that day. ” Liu Haili said. < / P > < p > webmasters need to consider more. How to balance the manpower in the peak period and the trough period, so as not to let the orders in the peak period overtime and the transport capacity in the idle period idle. This is a difficult mathematical problem. < / P > < p > “we can double the capacity to slow down the distribution pressure, but that would be too expensive to employ.” Liu Haili said that a part-time rider costs 1 yuan more per order than a full-time rider. To a certain extent, the shortage of transport capacity leads to the rider’s single explosion, which is also the interest consideration after weighing. < / P > < p > If a flat