JP2001273399A - Reservation managing method, its performing device and recording medium with its processing program recorded thereon - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide technique capable of averaging window work and eliminating the waiting time of a customer. SOLUTION: This reservation managing method for managing the reservation of service to be provided for the customer has a step for inputting a time zone and a store when and where the customer desires to be provided with the service and a step for forming the reservation of the service when providing of the service in the inputted time zone or the store is possible.

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to a reservation management system for managing reservations of services provided to customers, and is particularly effective when applied to a reservation management system capable of making reservations using the Internet available at a bank counter. It is about technology.

[0002]

2. Description of the Related Art In the prior art, when a customer wishes to receive a call at a bank office, the customer receives a number tag from a special numbered ticket issuing machine, and the customer waits until the number written on the number tag is called. I had to wait a certain amount of time. In such a situation, if there is a time limit and a visitor to the bank wishes to receive a response at the counter, they must leave the bank before their number on their numbered ticket is called, and eventually at the counter May not be available. In such cases, you lose the opportunity to receive the service and the bank loses the opportunity to provide the service to your customers,
This can lead to a decrease in the customer's trust in the branch and ultimately to a decline in the bank's revenue.

[0003] On the other hand, considering the problems in the conventional counter service from the bank side, there are times when the counter is congested and times when it is relatively quiet. Sometimes the teller is in a hand-gap state. The conventional window service is not efficient from the viewpoint of equal and rational utilization of human resources.

[0004] In Japanese Unexamined Patent Application Publication No. 11-250148, a customer preliminarily inputs information on transaction contents into a dedicated terminal installed in a sales office, the customer information is notified to a counter terminal, and the counter teller preliminarily checks the customer's transaction. There is a known example that aims to shorten the waiting time of a customer by increasing the efficiency of window operations by acquiring information. However, even if the processing time of window operations is shortened due to the efficiency of operations, if the number of customers visiting the bank is large, there will be a waiting time for customers, and work support from the back department during busy hours will be required. There is no change to doing.

[0005]

In the prior art, queuing at a bank office has been realized.
The customer latency problem has not been solved. It is almost presupposed that a bank office will wait for a certain amount of time when receiving a counter response. In addition, since the number of customers visiting a branch varies depending on the time of day, the teller tells us that there is a hand in hand during the off-peak hours, and that work support from the back department is required during busy hours. Work volume is not averaged.

An object of the present invention is to solve the above-mentioned problems and to provide a technique capable of averaging window operations and eliminating waiting time for customers.

[0007]

SUMMARY OF THE INVENTION The present invention relates to a reservation management system for managing reservation of a service provided to a customer, when the service can be provided in a time zone or at a store desired by the customer. Is established.

[0008] In the reservation management system of the present invention, the customer sends the reservation information including the desired date, desired time zone, desired shop, business, time zone and priority among the stores from the terminal device to the bank system center server. , And the idle time zone of each office stored therein is compared with the reservation information. If reservation is possible, the reservation information is transmitted to the office reservation management system server. The customer is given a reservation number from the bank system center server, and the reservation is completed.

[0009] When a reservation customer arrives at a sales office and there is a queue at the counter, the reservation customer inputs the reservation number to a reservation management terminal installed at the business office and recognizes the reservation customer based on the reservation number. The branch reservation management server issues a numbered ticket issuing command to the reservation management terminal, and simultaneously transmits the reservation customer information to the counter terminal. By executing a process of interrupting the numbered ticket number of the reserved customer in the front row of the numbered ticket number column of the normal customer, the numbered ticket number of the reserved customer is displayed on the number display device with the highest priority, and the reserved customer has the priority At the window.

[0010] As described above, according to the present invention, the customer can make a reservation at the counter in advance when he / she wants a response at the counter of the bank office, so that the customer can receive the reception at the counter without waiting for a long time after visiting the branch. Can be.

Further, according to the present invention, since the bank can allocate the reservation requesting customer to a time zone where the number of visiting customers is small, the state of the teller at the counter can be eliminated and the business can be averaged. It is possible to make customers who may have visited the store during congestion as reservation customers at a time when the number of customers is small, so that the congestion at the sales office window can be resolved and at the same time, requests for work support to the back staff can be made. Cancellation can be realized.

Further, according to the present invention, it is possible to distinguish between a reserved customer and a normal customer by dividing the types of numbered tickets received by a reserved customer and a normal customer when visiting a branch, and responding to the normal customer and at the same time Can be preferentially called to the counter.

As described above, according to the reservation management system of the present invention, when a service can be provided in a time zone or at a store desired by a customer, the reservation of the service is established, so that the window business can be averaged. It is possible to eliminate the waiting time of the customer.

[0014]

DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS A reservation management system according to an embodiment for managing reservations of various bank services provided to customers will be described below.

FIG. 1 is a diagram showing a schematic configuration of a reservation management system of the present embodiment. As shown in FIG. 1, the reservation management system of the present embodiment includes a personal terminal 100, a network 1
10, a bank system center server 120, a business office off-hours database 121, and a network 130
, A bank office 140, a counter terminal 141, an office reservation management system server 142, and a work volume database 1
43, the work volume survey system 144, and the reservation management terminal 1
45, numbered ticket issuing machine 146, and numbered ticket number display 14
7 are provided.

The personal terminal 100 is a terminal device for a customer to input reservation information. Network 110 is a communication line for communication between personal terminal 100 and bank system center server 120. Bank system center server 12
Reference numeral 0 denotes an information processing device that manages the entire bank system.

The business office off-hours database 121 is
This is a database that stores information on the off hours of each branch. The network 130 is a communication line for transmission between the bank system center server 120 and the office reservation management system server 142.

The bank office 140 is a store that provides various bank services to customers. The counter terminal 141 is a terminal device installed at the counter of the bank office 140. The branch reservation management system server 142 is an information processing device that manages reservations at branch offices.

The work volume database 143 is a database for storing information indicating the work volume in each time zone. The work volume investigation system 144 is a device that investigates the work volume in each time zone and stores the information in the work volume database 143.

The reservation management terminal 145 is a terminal device for performing reservation management at a business office. The numbered ticket issuing machine 146 is a device that issues a numbered ticket. Numbered ticket number display 147
Is a device for displaying the numbered ticket number of the customer who has become available to the counter.

The bank system center server 120 has a desired input processing unit 150 and a reservation establishment processing unit 151.

The desired input processing section 150 is a processing section for inputting a time zone and a store where the customer wants to provide the service. The reservation establishment processing section 151 establishes a reservation for the service when the service can be provided in the input time zone or the store, and when the reservation in the input time zone or the store is not established, A processing unit that establishes a reservation of the service in another store where the service can be provided in the input time zone or in another time zone in which the service can be provided in the input store. is there.

A program for causing the bank system center server 120 to function as the desired input processing unit 150 and the reservation establishment processing unit 151 is recorded on a recording medium such as a CD-ROM, stored on a magnetic disk or the like, and then loaded into the memory. And executed. The recording medium for recording the program may be a recording medium other than the CD-ROM.

The branch reservation management system server 142 has a reservation customer processing unit 160. Reservation processing unit 160
Is a processing unit that, when there is a queue waiting for the provision of a service at a certain store, gives priority to the customer who has made a reservation for the store in the time zone and provides the service.

A program for causing the office reservation management system server 142 to function as the reservation customer processing unit 160 is as follows.
After being recorded on a recording medium such as a CD-ROM or the like and stored on a magnetic disk or the like, it is loaded into a memory and executed. The recording medium for recording the program is a CD-ROM.
A recording medium other than the ROM may be used.

FIG. 2 is a view showing an example of a reservation application screen displayed on the personal terminal 100 of the present embodiment. As shown in FIG. 2, the reservation application screen of this embodiment has a desired date of 20 days.
1, desired time zone 202, desired store 203, and business item 2
04 and priority 205.

The desired date 201 is a date on which the customer wants to respond to the counter. The desired time zone 202 is a time zone in which the customer wants a window service. The desired store 203 is a store where the customer wants to receive a counter. The business 204 is the content that the customer wants to receive at the counter. The priority item 205 is an item for selecting an item to be prioritized in this reservation.

FIG. 3 is a view showing an example of a reservation completion screen displayed on the personal terminal 100 when the reservation of this embodiment is established. As shown in FIG. 3, the reservation completion screen according to the present embodiment includes a reservation number 301, a visit date and time 302, and a visit store 303.

The reservation number 301 is a number for identifying a window service for which a reservation has been made. The visit date and time 302 is the date and time when the customer can receive the counter response identified by the reservation number 301. The store visit 303 is a store where the customer can receive the counter service identified by the reservation number 301.

FIG. 4 is a work volume database 1 according to this embodiment.
It is a figure which shows an example of the window work amount data table stored in 43. As shown in FIG. 4, the window work volume data table of the present embodiment includes a customer response reception time 401, a customer number 402, a business content 403, the number of cases 404, and a processing time 405.

The customer reception reception time 401 is a time when the teller's reception desk receives a customer reception. The customer number 402 is a number assigned to each customer to determine the number of customer visits. The business content 403 is a response from a customer.

The number of cases 404 is the number of cases in which a response from a customer is processed. The processing time 405 is the time required for business processing.

As described above, the number of customer visits per fixed time period,
By grasping the processing time for each business content, it is possible to specify an optimal time zone for allocating a reserved customer.

FIG. 5 is a work volume database 1 according to this embodiment.
FIG. 4 is a diagram showing an example of a data table stored in 43. The work volume survey system 144 measures the total number of customer visits every 30 minutes based on the information stored in the work volume database 143. When the time period in which the number of customers visiting the store for 30 minutes is 20 or less is defined as the off-time period, the off-time period in FIG. 5 is 9: 00-9: 30, 10: 00-00.
10:30.

FIG. 6 is a diagram showing an example of a data table stored in the office off-hours database 121 according to this embodiment. Business office off-hours database 121
Stores the off-hours data transmitted from the reservation management system server of each office, as indicated by a circle in the figure, and makes it possible to search for off-hours for each office.

FIG. 7 is a view showing an example of a display screen of the reservation management terminal 145 of the embodiment. As shown in FIG. 7, the display screen of the reservation management terminal 145 of the present embodiment
1 and a numbered ticket 702 for reserved customers.

A ten key 701 is an input device for inputting a reservation number. The numbered ticket for reservation customer 702 is a numbered ticket given to the customer who made the reservation.

The reservation customer inputs the reservation number provided at the time of reservation completion using the numeric keypad 701 at the time of visiting the store, and when it is confirmed by the branch reservation management system server 142 that he has arrived within the reservation time, the reservation management terminal 145 makes a reservation. The customer numbered ticket 702 is received.

FIG. 8 shows a numbered ticket number display 14 of this embodiment.
FIG. 9 is a diagram showing an example of a data table stored in No. 7 and indicating the order of numbered ticket numbers to be called at the counter. In order to distinguish the numbered ticket numbers of the regular customer and the reserved customer, the letter R (Reservation) is described at the beginning of the numbered ticket number of the reserved customer. When the issuance information of the reservation customer numbered ticket 702 is transmitted from the reservation management terminal 145 to the sales office reservation management system server 142, the numbered ticket number 802 of the reserved customer is displayed on the numbered ticket number display 147 from the server. A processing instruction to interrupt the front row of the number sequence of the ticket number 801 is issued.

FIG. 9 is a flowchart showing a processing procedure for a customer to apply for a bank counter reservation using the Internet according to the present embodiment. Bank system center server 12
The desired input processing unit 150 of the personal terminal 10 shown in FIG.
The customer who wants to make a reservation at the bank counter on the reservation application screen of 0, the desired date of the counter 201 and the desired time zone 2
02, desired store 203, business 204 and priority 205
Is received (step 901).

The reservation establishment processing section 151 of the bank system center server 120 stores the customer reservation information transmitted from the personal terminal 100 in the office off-hour data table shown in FIG. The information is compared with the above information (step 902), and a search is made to see if there is any off-peak time zone that coincides with the time zone desired by the customer at the branch office where the customer wants to meet (step 90).
3).

If there is a matching time zone, the reservation is established,
The information of the reservation number 301, the visit date and time 302, and the visit store 303 is transmitted to the customer and displayed on the reservation completion screen of FIG. 3 (step 907). And the bank system center server 1
The reservation establishment processing unit 151 of 20 transmits the customer reservation information to the bank office reservation management system server 142 via the network 130 (step 908).

As a result of the search in step 903, if there is no off-peak time zone that coincides with the time zone desired by the customer at the branch office where the customer wants to meet, it is confirmed whether the priority in the reservation of the customer is the time zone ( Step 904).

If the priority is the time zone, the office idle time data table shown in FIG. 6 stored in the office idle time database 121 is searched, and the customer's desired time zone and the idle time zone match. It is checked whether or not there is a sales office (step 906). As a result of the search, if there is an office where the customer's desired time zone coincides with the off-hours time zone, it is presented to the customer, the customer's consent is obtained, the reservation is established, and the reservation processing is completed through steps 907 and 908. I do. In addition, as a result of the search, if there is no business office where the priority is the time zone and the customer's desired time zone and the off-hours match, the customer will not be able to make a reservation for the window at the desired time, Is not established and the process is terminated (step 905).

On the other hand, in step 904, as a result of confirming whether the priority in the reservation of the customer is a time zone, if the priority is not the time zone, the database 1
A search is made of the office off-hours data table of FIG. 6 stored in 21 to check if there is another off-hours at the store desired by the customer (step 910). As a result of the search, if there is another off-peak time period at the store desired by the customer, it is presented to the customer, and after obtaining the consent of the customer, the reservation is made.
After step 908, the reservation process ends. If the result of the search indicates that there is no other off-hours at the store desired by the customer, it means that the customer cannot make a reservation for the counter at the desired store, the reservation is not established, and the process ends (step 905). .

FIG. 10 is a flow chart showing the processing procedure of business processing in a branch office from the visit of the reservation customer to the branch office to the point of being called at the counter according to the present embodiment. The reservation customer comes to the store to check whether there is a queue, and if there is no queue, he or she will be served at the counter. If there is a queue, the reservation customer can use the numeric keypad 70 of the reservation management terminal 145.
A reservation number 301 is input from 1.

The reservation management terminal 145 of the office reservation management system server 142 receives the reservation number 301 inputted by the reservation customer and sends it to the reservation customer processing section 160 (step 1003).

The reservation customer processing unit 160 of the office reservation management system server 142 extracts customer information from the reservation number 301 transmitted from the reservation management terminal 145, and checks whether the reservation customer has arrived within the reservation time (step). 100
4).

If the reservation customer has not come to the store within the reservation time, a normal numbered ticket is issued from the numbered ticket issuing machine 146, and the numbered ticket is received from the numbered ticket issuing machine 146 in the same manner as the normal customer. The instruction message is sent to the reservation management terminal 145.
(Step 1005). When the window is available, the numbered ticket number is displayed on the numbered ticket number display 147 (step 1008), and the reserved customer receives the number at the window.

If the reservation customer has arrived in time, the reservation management terminal 145 issues a reservation customer numbered ticket 702 (step 1006). When the numbered ticket for the reserved customer is issued, the reserved customer processing unit 160 of the branch reservation management system server 142 sets the number of the number of the reserved customer to the highest as shown in the numbered ticket number display data table of FIG. Queue to the queue and prioritize the customer service at the reservation (step 10)
07). The reservation customer receives a response at the counter through step 1008.

As described above, according to the reservation management system of this embodiment, the reservation of the service is established when the service can be provided in the time zone or at the store desired by the customer, so that Averaging and elimination of customer waiting time can be performed.

[0052]

According to the present invention, the service can be reserved when the customer can provide the service at the desired time zone or at the store, so that the window operations are averaged and the waiting time of the customer is eliminated. It is possible to do.

[Brief description of the drawings]

FIG. 1 is a diagram illustrating a schematic configuration of a reservation management system according to an embodiment.

FIG. 2 is a diagram showing an example of a reservation application screen displayed on the personal terminal 100 of the embodiment.

FIG. 3 is a diagram illustrating an example of a reservation completion screen displayed on the personal terminal 100 when a reservation according to the embodiment is established.

FIG. 4 is a diagram illustrating an example of a window work amount data table stored in a work amount database 143 according to the present embodiment.

FIG. 5 is a diagram illustrating an example of a data table stored in a work volume database 143 according to the embodiment.

FIG. 6 is a diagram showing a database 1 of a non-operating business office in the present embodiment
FIG. 2 is a diagram illustrating an example of a data table stored in a storage device 21;

FIG. 7 is a diagram illustrating an example of a display screen of the reservation management terminal 145 according to the embodiment.

FIG. 8 is a diagram showing an example of a data table stored in the numbered ticket number display device 147 of the present embodiment and indicating the order of numbered ticket numbers to be called at the counter.

FIG. 9 is a flowchart showing a processing procedure of a customer application for a bank counter reservation using the Internet according to the embodiment.

FIG. 10 is a flowchart showing a processing procedure of business processing in a branch office from a reservation customer's visit to the branch office to being called at the counter according to the embodiment.

[Explanation of symbols]

Reference numeral 100: personal terminal, 110: network, 120: bank system center server, 121: office hours database, 130: network, 140: bank office, 141: window terminal, 142: office reservation management system server, 143 … Work volume database 144… work volume investigation system 145… reservation management terminal 146… numbered ticket issuing machine 147… numbered ticket number display device 150… desired input processing unit 151… reservation establishment processing unit 160… reservation Customer processing section, 201: desired date, 202: desired time zone, 203:
Desired store, 204 ... business, 205 ... priority, 301 ...
Reservation number, 302: visit date and time, 303: visit store, 40
1: Customer reception time, 402: Customer number, 403: Business content, 404: Number of cases, 405: Processing time, 501: Data measurement date, 502: Time zone, 503: Number of customers visiting the store, 5
04: off-hours, 701: numeric keypad, 702: numbered ticket for reserved customers, 801: numbered ticket for regular customers, 802 ...
Reservation customer's numbered ticket number.

 ──────────────────────────────────────────────────続 き Continued on the front page F term (reference) 5B055 BB12 CA02 CB01 CB03 CB06 CB09 CC10 EE01 EE21 EE27 MM00 PA02 PA36

Claims (5)

[Claims] 1. A reservation management method for managing reservation of a service provided to a customer, comprising the steps of inputting a time zone and a store where the customer wants to provide the service, and providing the service at the input time zone or the store. And establishing a reservation for the service when the service can be provided. 2. When a reservation at the input time zone and the store is not established, a service at another store or the input store at which the service can be provided in the input time zone is provided. 2. The reservation management method according to claim 1, further comprising the step of establishing a reservation for the service in another available time slot. 3. When there is a queue waiting for provision of a service at a certain store, there is provided a step of providing the service preferentially to a customer who has made a reservation in the store at that time zone. 3. A reservation management method according to claim 1, wherein 4. A reservation management system for managing reservation of a service provided to a customer, comprising: a request input processing unit for inputting a time zone and a store where the customer wants to provide the service; A reservation establishment processing unit for establishing a reservation for the service when the service can be provided by the reservation management system. 5. A computer-readable recording medium on which a program for causing a computer to function as a reservation management system for managing reservations of services provided to customers is provided. And a program for causing a computer to function as a reservation establishment processing unit that establishes a reservation for the service when the service can be provided in the input time zone or the store. A recording medium characterized by the above-mentioned.