FR3051580A1 - METHOD AND SYSTEM FOR HOSTING MANAGEMENT IN A SITE COMPRISING SEVERAL SERVICE POINTS. - Google Patents

Abstract

The present invention relates to a method for managing the reception of persons in a reception site comprising several service points (1021-1023), said method comprising a step of selecting, for a user, at least two of said points. of service (1021-1023), and at least one iteration of a so-called planning phase, comprising the following steps: - determination, for each selected service point (1021-102 3), of at least one time of passing (TP) to said service point (1021-1023), and - determining a pass order for at least one of said selected service points (1021-1023), based on said at least one transit time for each point service selected (1021-1023). It also relates to a system and an installation implementing such a method.

Description

"Hosting method and system in a site with multiple service points"

Technical area

The present invention relates to a method for managing the reception of persons in a site comprising a plurality of service points. It also relates to a system and an installation implementing such a method.

The field of the invention is the field of management of access to service points such as counters, counters, boxes, etc. in various places such as a shop, a supermarket, a train station, an airport, a hospital, an amusement park, etc. In particular, the field of the invention is the field of the management of queues associated with several service points of a reception site of people. State of the art

Places such as shops, supermarkets, train stations, airports, hospitals, amusement parks, etc. have service points that provide different services. Thus, when a person arriving in such a location wishes to access at least two different services, she must report to two different points of service. However, when a person selects at least two service points, there is a major difficulty in managing the queues associated with said selected service points.

In such a situation, the current queue management techniques, assign to the person concerned, a number of passage that corresponds for each service point to the next available number on the queue associated with this point of service.

This solution is not ergonomic for a user because he does not know which service point will call him first. This situation becomes even more problematic when two service points are distant from each other and from the zone for assigning the passage numbers for said service points.

In addition, when a user misses his turn for a service point because he is in the queue of another service point, this increases his overall waiting time but also the waiting time of other people. This situation also increases the distance traveled by a user in the host location, the user then having to travel several times between two service points.

An object of the present invention is to overcome the aforementioned drawbacks.

Another object of the present invention is to provide a method and a reception management system that is more ergonomic for the user.

It is also an object of the present invention to provide a method and a hosting management system in a site to reduce the path traveled by a user in this site.

Yet another object of the present invention is to propose a reception management method and system in a site making it possible to reduce the overall time spent by said user on said site.

It is also an object of the present invention to provide a method and a home management system in a site to reduce the movement of people in said site.

DISCLOSURE OF THE INVENTION The invention makes it possible to achieve at least one of these objectives by a method of managing the reception of persons in a reception site comprising a plurality of service points, said method comprising a selection step for a user, at least two of said service points, and at least one iteration of a so-called planning phase, comprising the following steps: - determining, for each selected service point, at least a transit time at said service point, and - determining, a run order for at least one of said selected service points, based on said at least one run time for each selected service point.

Thus, the method according to the invention makes it possible to measure the passage times for the selected service points and to assign an order of passage to at least one selected service point among all the selected service points. The order of passage thus assigned to a service point is different from a call number at said service point.

The method according to the invention thus makes it possible to orient each user towards the selected service point where he will be called first, which avoids useless displacements between the selected service points, or to miss a call from a point of service. service because it is at another point of service. Thus, the method according to the invention allows a reception of people in a more ergonomic place. In particular, the method according to the invention makes it possible to reduce the overall time spent on the host site, the total path traveled by each user and the movement of people in the host site, compared to the methods and systems of the state of the art.

Advantageously, the method according to the invention can comprise, for at least one selected service point, a determination of a processing time, corresponding to the time spent by a user at said selected service point, the at least one time passing for said service point being determined according to said processing time.

Thus, the method according to the invention makes it possible to take into account the processing time of a user at said service point to assign a passage order.

The processing time for a service point may correspond to an average processing time for a predetermined number of users previously processed at said service point.

The measurement of the processing time for a user can be performed by: - storing a first time data item corresponding to the time said user is called, - storing a second time data item corresponding to the time when a next called user or the moment when the user exits said service point, and - determining the time elapsed between the first time data item and the second time data item.

The method according to the invention may advantageously comprise, for at least one service point, a determination of a waiting time to be called at said service point, the at least one transit time for said service point being determined by function of said waiting time.

Thus, the method according to the invention makes it possible to take into account the current waiting time at said service point to determine a passage order.

The waiting time for a service point can be determined according to the number of people queued for said service point and the average processing time at said service point.

Alternatively, for a service point, the waiting time can be determined by: - storing a first time data corresponding to the moment when one, in particular each user, is registered on the queue of said service point, storing a second time datum corresponding to the moment when said user is called by said service point, and determining the time elapsed between the first time data item and the second time data item.

The method according to the invention may further comprise determining, for each selected service point, a travel time to reach said selected service point from each of the other selected service points taken independently.

In a particularly advantageous version of the method according to the invention, at least one transit time for said service point can be determined as a function of said (of said) travel time.

In particular, the method according to the invention can determine, for a selected service point, as much travel time as there are selected service points other than said selected service point. Therefore, the step time determination step can determine, for a selected service point, as much lapse time as there are selected service points other than said selected service point.

In other words, at each service point selected, are associated several different passage times depending on the starting points to get to the point of service.

For example, the user can select three service points PI, P2 and P3, the service point PI being separated from the service point P2 by a distance different from that which separates it from the service point P3. The travel time at the service point PI from the service point P2 is different from the travel time at the service point PI from the service point P3. Therefore, the time of passage associated with the service point P1 from the service point P2 will be different from the transit time associated with the service point P1 from the service point P3. Ultimately, two different passage times will be determined for the service point PI, one starting from the service point P2 and the other starting from the service point P3.

In addition, the method according to the invention may comprise, for each selected service point, a determination of a travel time to reach said selected service point from a selection area of said service points.

In a particularly advantageous version of the method according to the invention, at least one transit time for said service point can be determined as a function of said travel time.

For example, the user can select two service points PI and P2 at a selection area at different distances from said service points PI and P2. Starting from the selection area, the travel time at the service point PI is different from the travel time at the service point P2. Therefore, starting from the selection zone, the time of passage to the service point PI will be different from the time of passage to the service point P2.

Advantageously, at least one travel time can be determined according to a characteristic of the user.

For example, when the user is an elderly person, or a person with reduced mobility, his movement speed is generally lower than the speed of movement of a teenager.

The characteristic concerning the user can be acquired, or selected, during the selection of the service points, for example at a terminal arranged in the selection zone.

According to a nonlimiting exemplary embodiment, at least one passage time for a selected service point can be calculated by summing the processing time, the waiting time and a traveling time.

Depending on a version, the planning step can be carried out only once after the step of selecting the service points.

According to an alternative version, the scheduling phase may be repeated each time a user of a selected service point is released for the remaining selected service points.

Thus, the method according to the invention adapts to fluctuations in waiting time and / or processing time at each selected remaining service point.

In a preferred embodiment, the step of determining a passage order may comprise a calculation, by a predetermined algorithm, of a route: passing once by each of the selected service points, and presenting a total passage time smaller.

The total transit time is the sum of the transit times associated with each of the selected service points.

Preferentially, the predetermined algorithm may be an algorithm for solving the problem of the commercial traveler, taking as input a matrix of calculated transit times for each of the selected service points.

In particular, the predetermined algorithm may for example be a branch and bound algorithm.

According to one embodiment, the selection of the service points can be performed at the home site, for example at a selection area. In this case, the selection can be performed by the user or by an operator assisting the user, through a selection terminal or from a user interface accessible by a computer device.

According to another embodiment, the selection of the service points can be carried out remotely from said home site through a communication network, for example through a user interface accessible by a user computing device such as a computer, a smartphone or a tablet.

The method according to the invention may further comprise, for at least one selected service point, a step of registering the user in a queue associated with said selected service point.

Such registration provides a user's call number by said service point.

Alternatively, the registration step can register the user on the queue associated with each selected service point. In this case, a pass number is assigned to the user for each selected service point.

According to another aspect of the same invention, there is provided a system for managing the reception of persons in a reception site comprising several service points, said system comprising: at least one selection means, for a user, at least two of said service points, - at least one means for determining, for each selected service point, at least one transit time at said service point, - at least one means for determining a service order. passing for at least one of said selected service points, based on said at least one transit time for each selected service point; configured to implement all the steps of the method according to the invention.

The selection means may be remote from the way of determining the order of passage and the home site. In this case, the selection means is in communication with the said means (s) determination through a wired or wireless communication network.

In this case, the selection means may be a user device, such as a smartphone, a tablet or a computer, connected to said communication network.

Alternatively, the selection means may be local to the home site. In this case, the selection means may be a terminal disposed in the said host site, for example at a selection area.

According to yet another aspect of the same invention, there is provided an installation comprising: - several service points, and - a reception management system according to the invention, or means for implementing all the steps of the method of hosting management according to the invention.

DESCRIPTION OF THE FIGURES AND EMBODIMENTS Other advantages and characteristics will appear on examining the detailed description of non-limitative examples, and the appended drawings in which: FIG. 1 is a diagrammatic representation of a non-exemplary embodiment limiting of an installation according to the invention; FIG. 2 is a schematic representation of the steps of a nonlimiting exemplary embodiment of the method according to the invention; and FIGURES 3a-3b give schematic representations of a nonlimiting example of an algorithm that can be used in the present invention to determine a passage order as a function of the passage times.

It is understood that the embodiments which will be described in the following are in no way limiting. It will be possible to imagine variants of the invention comprising only a selection of characteristics described below, isolated from the other characteristics described, if this selection of characteristics is sufficient to confer a technical advantage or to differentiate the invention from the state of the prior art. This selection comprises at least one feature preferably functional without structural details, or with only a part of the structural details if this part alone is sufficient to confer a technical advantage or to differentiate the invention from the state of the prior art.

In particular, all the variants and all the embodiments described are combinable with each other if nothing stands in the way of this combination at the technical level.

In the figures, the elements common to several figures retain the same reference.

FIGURE 1 is a schematic representation of an exemplary non-limiting embodiment of an installation according to the invention. The installation shown in FIGURE 1 comprises three service points 102i-1023 and a reception area 102o.

The service points are at different distances from the 102o reception area. In the following, we note: - Doi the distance separating the service point 102i of the reception area 102o; - Do2 the distance separating the service point 1022 from the reception zone 102o; and - D3 the distance separating the service point 102β from the reception area 102o.

Similarly, service points 102i-1023 are at different distances from each other. In the following we note: - Di2 the distance between the service points 102i and 1022; - Di3 the distance separating the service points 102i and IO23; and - D23 the distance between the service points 1022 and IO23. The installation further comprises a terminal 104 arranged at the reception area 102o for selecting at least two of the IO21-IO23 service points. The selection terminal 104 is further configured to specify the type of user, for example by selection from among several choices proposed, such as for example "elderly person", "pregnant woman", "person with reduced mobility", etc.

Each service point IO21-IO23 is equipped with a calling device, respectively IO61-IO63, sound and / or visual, making it possible to call a call number previously allocated to a user and stored in a queue associated with said service point IO21-IO23. The facility 100 further includes a wired or wirelessly wired server 108 at the select terminal 104 and at each calling device 106 at each service point IO21-IO23.

The server 108 stores a queue, respectively IIO1-IIO3, associated with each service point 102i-1033. Whenever a user selects a service point IO21-IO23, the server 108 consults the queue 110 associated with this service point IO21-IO23, and assigns the next available call number to said queue. wait 110 user audit. When a call number is assigned to a user, this call number is added to the queue 110 in association with a time data, denoted Hi, indicating the time of the allocation of this call number. .

The server 108 indicates at each service point IO21-IO23 the next number to be called. When a number is called, the server 108 stores, in association with this number, a time data, denoted Ha, indicating the time of the call of this number by the service point IO21-IO23.

Alternatively or in addition, it is possible to call the next number provided that the user to whom said number is assigned is detected near the service point. Such detection can be achieved through a detection of a user device of the Smartphone type, and more generally an object connected to the user or attributed to the user.

When an IO21-IO23 service point has finished processing a user request, the user leaves the IO21-IO23 service point. At this time, the server 108 stores a time data, denoted Ho, indicating the moment when the user leaves the service point IO21-IO23. In some cases, the time data Ho stored with a call number may be equal to the time data Ha stored in association with the next called number. The installation 100 includes a module 112 for calculating the processing times and waiting times for each IO21-IO23 service point. This calculation module 112 can be integrated in the server 108. This module 112 makes it possible to calculate, for each service point IO21-IO23: a processing time, denoted TT, as a function of the hourly data Ha and Ho stored in association with each call number, - a waiting time, denoted TA, according to the hourly data Ho and Ha stored in association with each call number.

Alternatively, or in addition, the waiting time TA can be calculated according to the processing time TT and the number of people still waiting in the queue 110. Thus, for each service point 102i-1023, the module 112 calculates a processing time, respectively TT1-TT3, and a waiting time, TA1-TA3.

In addition, for each selected service point IO21-IO23, the calculation module 112 can be configured to calculate or store: - a travel time TDoi to this service point 102, from the reception area 104, in depending on the distance Doi and possibly on a data item representing the type of user, previously entered on the terminal 104, and - a TDji travel time up to this service point 102, from each of the other service points 102j, as a function of the distance Dj, and possibly a datum representing the type of user, previously entered on the terminal 104; with l <i <3, l <j <3 and iî ^ j.

In other words, the calculation module can memorize (or calculate): the travel times TDoi, TD02 and TD03 corresponding to the time of movement of the reception zone 102o at the service point 102i as a function of the distances D1, D02 and D03 ; a travel time TD12 and TD13, corresponding to the travel time of the service point 102i at the service point 1022, respectively at the service point IO23, as a function of the distance Di2, respectively D13; a travel time TD21 and TD23, corresponding to the travel time of the service point 1022 at the service point 102i, respectively at the service point IO23, as a function of the distance Di2, respectively D13; a travel time TD31 and TD32, corresponding to the travel time of the service point IO23 at the service point 102i, respectively at the service point 1022, as a function of the distance D31, respectively D32; and possibly according to a data indicating the type of user, such as for example an elderly person moving at a low speed.

It may be that TDi2 = TD2i, and / or TDi3 = TD3i and / or TD23 = TD32, but this is not necessarily the case, for example when the path connecting two service points has stairs.

The times calculated by the calculation module 112 are stored in a storage means 114 at the server 108. The processing times and the waiting times can be calculated and updated regularly, for example whenever a user leaves a service point. Alternatively, the processing times and the waiting times can be calculated each time service points are selected.

The server 108 further comprises a second calculation module 116 for calculating the passage times for each user selected IO21-IO23 service point. For this purpose, for each selected service point 102, with l <i <3, the second calculation module 116 reads in the storage means 114: the processing time TT, at said service point 102, - the waiting time TA, at said service point 102, and - the traveling times TDjj to this service point 102, from each of the other selected service points 102j, with l <j <3 and j ^ i, and - travel time TDo, to this service point 102, from the reception area 102o.

Then, the second calculation module 116 determines, for each service point 102, selected, a transit time, noted TPji, said service point 102, selected from each of the other service points 102j selected, and a time of passage TPoi at the point of service 102 | selected from the 102o home area.

For a service point 102, selected passage time ΤΡο ,, corresponding to the passage time to access the service point 102 | from the reception area 102o, can be determined by the formula: TPoi = TDoi + TAj + TT |

For a service point 102, selected transit time TPji, corresponding to the passage time to access the service point 102 | from another selected service point 102j can be determined by the formula: TPji = TDji + TAi + I I i

Thus, if N service points are selected, then the second calculation module 116 calculates N passage times for each selected service point, i.e., the total passage time for the N selected service points.

The server 108 further comprises a scheduling module 118. The latter executes an algorithm, such as, for example, a separation and evaluation algorithm, which determines a running order for the selected service points as a function of the determined transit times. by the second calculation module 116 for each of these service points. The algorithm executed by the module 118 makes it possible to minimize the overall passage time and the distance traveled by the user to access the service points he has selected.

Finally, the server 108 may be in communication with a user device 120, such as a smartphone, for example through an application installed on said user's device 120, to indicate call numbers or an order of passage .

Alternatively to what is shown in FIG. 1, at least one of the means 110-118 may not be on the server 108 but on a separate apparatus of the server 108. In addition, at least two of the means 110-118 can be integrated in the same module. For example, the queues 110 may be stored on the storage means 114, and / or the modules 112-118 may be integrated in the same means such as a processor or an electronic chip.

FIG. 2 is a schematic representation of a nonlimiting exemplary embodiment of a method according to the invention.

The method 200 shown in FIG. 2 may for example be implemented in the installation 100 of FIG. 1.

The method 200 comprises a preliminary step 202 for calculating the TD travel times, possibly for several types of user proposed. This step 202 can be performed once at the time of implementation of the method on a given site.

In a step 204, several service points are selected by a user, for example on the selection terminal 104 directly by the user or by an operator assisting the user.

Optionally, in step 204 or in an additional step 206, a user type is selected, for example from a plurality of predetermined choices provided at the select terminal 104.

In a step 208 the user is registered on the queue of each service point selected in step 204. To do this, for each selected service point, the next available call number on the queue associated with said service point is assigned to the user. Each call number assigned to the user is stored in the corresponding queue in association with a time data H, corresponding to the time of allocation of said call number.

A step 210 measures / calculates the processing times TT and the waiting times TA, for each of the selected service points, for example by means of the calculation module 112 and by consulting the queues 110, as described above. . Alternatively, the processing times TT and the waiting times TA can be determined and updated regularly for each of the service points of the installation, for example by the calculation module 122. In this case, the step 210 is not realized, since these times are available at all times.

In a step 212, the method 100 determines the N times of passage for each of the N selected service points. For example when two service points 102i and IO23 are selected, step 210 determines: - for the service point 102i, the transit time TPoi and the transit time TP31; and - for service point IO23, TP03 transit time and TP13 transit time.

The transit times TP can be calculated by the relations given above with reference to FIG. 1.

In a step 214 a run order is determined for the selected service points 102 by a predetermined algorithm. This step 212 indicates to the user, at least, the selected service point to which he must go first, to minimize the total time spent on the site and the overall distance traveled.

In a first embodiment, the scheduling step 214 provides the user with a run order for all selected service points. In this first embodiment, the user goes to the selected service points in the order indicated in step 214, during a step 216.

In a second embodiment, the scheduling step 214 indicates to the user, only the first service point to which it must appear. The user then presents himself at this point of service during a step 218. When the user leaves this point of service, the steps 210-214 and 218 are repeated with the remaining selected service points, and so on. . At each iteration of the steps 210-214 and 218, the user's point of service is communicated to him, either on his user device 120 or directly to the last point of service to which he has gone.

This second embodiment has the advantage of adapting to any modification of processing times or waiting times.

FIGURES 3a-3b give a schematic representation of an exemplary embodiment of a transit time matrix for three service points.

In a nonlimiting manner, and to facilitate the description of the example, consider a situation in which the user has selected three service points, for example the service points 102i-1023 of FIGURE 1.

For each of these service points 102i-1023, the passage times are calculated, as described above. FIGURE 3a gives a table 302 summarizing examples of passage times calculated in minutes.

In a next step, a matrix 304 comprising the passage times of each of the two-by-two service points is constructed. FIGURE 3b gives an example of such a matrix 304.

Next, a branch and bound algorithm is applied to matrix 304 to perform a reduction of this matrix 304 and find the path that has the lowest overall pass time for a switch to all. service points 102i-1023 in turn. Since the application of the separation and evaluation algorithm to a data matrix is known, it will not be described in more detail here.

Of course, the invention is not limited to the examples which have just been described and many adjustments can be made to these examples without departing from the scope of the invention.

Claims (15)

A method (200) for managing the reception of persons in a host site comprising a plurality of service points (10Zi-10Zs), said method (200) comprising: a selection step (204) for a user at least two of said service points (102i-1023) through a selection terminal (104) or a user device; and at least one iteration of a so-called planning phase, comprising the following steps: determining (210), by a calculation module (116) and for each selected service point (102i-1023), of at least a transit time (TP) at said service point (102i-1023), and - determining (214), by a scheduling module (118), a passage order for at least one of said selected service points ( 102i-1023), based on said at least one dwell time for each selected service point (102i-1023). 2. Method (200) according to the preceding claim, characterized in that it comprises, for at least one selected service point (IO21-IO23), a determination of a time (TT), called processing, corresponding to the time passed by a user to said selected service point (IO21-IO23), the at least one transit time (TP) for said service point (IO21-IO23) being determined as a function of said processing time (TT). 3. Method (200) according to any one of the preceding claims, characterized in that it comprises, for at least one service point (102), a determination of a waiting time (TA) to be called audit operating point (IO21-IO23), the at least one transit time (TP) for said service point (IO21-IO23) being determined according to said waiting time (TA). 4. Method (200) according to any one of the preceding claims, characterized in that it further comprises a determination, for each selected service point (IO21-IO23), of a travel time (TD) for return to said selected service point (IO21-IO23) from each of the other selected service points (IO21-IO23) taken independently, at least one transit time (TP) for said service point (IO21-IO23) being determined according to said travel time (TD). A method (200) according to any one of the preceding claims, characterized in that it further comprises a determination, for each selected service point, of a travel time (TD) to reach said service point. selected (IO21-IO23) from a selection area (102o) of said service points (IO21-IO23), at least one passage time (TP) for said service point (IO21-IO23) being determined as a function of said operating time displacement (TD). 6. Method (200) according to any one of claims 4 or 5, characterized in that at least one displacement time (TD) is determined according to a characteristic of the user. Method (200) according to claims 2, 3 and any one of claims 4 to 6, characterized in that at least one transit time (TP) for a selected service point (102i-1023) is calculated by summing the processing time (TT), the waiting time (TA) and a travel time (TD). Method (200) according to one of the preceding claims, characterized in that the planning phase is repeated each time the user leaves a selected service point (IO21-IO23) for the service points. remaining selected (IO21-IO23). 9. Method (200) according to any one of the preceding claims, characterized in that the step (214) of determining a passage order comprises a calculation, by a predetermined algorithm, of a course: - passing a only once by each of the selected service points (IO21-IO23), and - with a shorter transit time. Method (200) according to any one of the preceding claims, characterized in that the predetermined algorithm is a traveler problem solving algorithm, in particular a separation and evaluation algorithm, taking a matrix (304) as input of transit time (TP) calculated for each of the selected service points (102i-1023). 11. Method (200) according to any one of the preceding claims, characterized in that the selection (204) of the service points (102i-1023) is performed at the host site (102o), or remote said home site through a communication network. 12. Method (200) according to any one of the preceding claims, characterized in that it comprises, for at least one selected service point (102i-1023), an inscription (208) of the user in a queue. wait (110) associated with said selected service point (102i-1023). 13. A system for managing the reception of persons in a reception site comprising several service points (102i-1023), said system comprising: at least one means (104) for selecting, for a user, from minus two of said service points (102i-1023), - at least one means (112, 114, 116) for determining, for each selected service point, at least one transit time (TP) at said service point (102i-1023) at least one means (118) for determining a passage order for at least one of said selected service points (102i-1023), based on said at least one transit time (TP) for each selected service point (102i-1023); configured to implement all steps of the method (200) according to any one of the preceding claims. 14. System according to the preceding claim, characterized in that the selection means (104) is local to the host site. 15. Installation (100) comprising; several points of service (102i-1023), and a reception management system according to any one of claims 13 or 14, or means for implementing all the steps of the method (200) according to one of the any of claims 1 to 12.