JP5096277B2 - Visiting reception system, numbering method thereof, reception management device and reception terminal thereof - Google Patents

Description

  The present invention relates to a store reception system used when issuing a priority reception number for a reservation customer who has reserved a visit date and time, etc., in order to conduct transactions at a reception counter installed in a store of a financial institution, and the reception number The numbering method, the reception management device and the reception terminal.

In the conventional store reception system, when a customer reserves a store visit date and time for a transaction at a customer service window, the customer's terminal connects to the center reservation server and enters the planned store visit date. Another reservation status, waiting number of people, and calculated waiting time are displayed, and when the customer enters the scheduled visit time, a message corresponding to the congestion status is displayed and the reservation is received, and this is stored as reservation information. If the current time is past the reservation time minus the current waiting time, the current time is 5 minutes before the reservation time. Numbering and numbered reception number are notified to reservation customers by e-mail, etc., and reservation customers conduct transactions at the reception desk when the notified reception number is called after visiting the store (for example, patents) Document 1 reference.).
Japanese Patent Laying-Open No. 2005-56280 (mainly paragraphs 0068-0085, FIG. 7)

  However, in the above-described conventional technology, the reservation customer is notified of the reception number assigned in advance in consideration of the waiting time calculated for the reservation customer, and the reservation customer who has subsequently visited the store performs transactions at the reception counter according to the reception number notified. Therefore, if the transaction at the reception desk ends earlier than the calculated waiting time, or if you are late for the reservation time due to traffic conditions, etc., the reception with the reception number after the notified reception number is already There is a problem that it may start, and there is a problem that it will wait upon receipt of a receipt number at the time of visiting the store.

  The present invention has been made to solve the above-mentioned problems, and provides a means for smoothly conducting transactions at the reception counter while giving priority to the reservation customers without giving discomfort to general customers. The purpose is to do.

  In order to solve the above-mentioned problems, the present invention provides a store visit reception system comprising a reception terminal and a reception management device connected to the reception terminal, wherein the reception terminal accepts input of customer identification information from a customer at the store Means for transmitting the received customer identification information to the reception management device, and means for printing the reception number received from the reception management device on a number tag and issuing it to a customer at the store. The management apparatus stores means for storing reservation management information including customer identification information of a reservation customer, a reservation date, and a reservation time, means for calculating a current waiting time, and the reservation management information on the day at the current time. When the reservation time before the time obtained by adding waiting time and half of the reservation customer visit time width exists, the last receipt number issued is the number of reception numbers belonging to the reservation customer visit time width. Addition The reservation reception number setting range, the first reception number of the reservation reception number setting range, and the reservation reception number are set at irregular intervals from the reception number to the reservation reception number setting range. And means for determining whether the customer at the store is a reserved customer or a general customer based on the customer identification information received from the reception terminal. When the customer at the store is determined as a general customer, the last waiting customer is received. After the number, when the first reception number that is not set as the reservation reception number is assigned as the reception number of the visit customer, and when the visit customer is determined as the reservation customer, Among them, means for numbering the first reservation reception number after the reception number of the last customer, and means for transmitting the numbered reception number to the reception terminal Characterized in that it comprises a.

  As a result, the present invention enables the reservation customer to receive a call from the reception desk at a relatively early time among the waiting customers, while giving priority to the reservation customer without giving discomfort to the general customer. The effect that transactions at the reception desk can be carried out smoothly is obtained.

  Embodiments of a store visit reception system according to the present invention will be described below with reference to the drawings.

FIG. 1 is a block diagram illustrating a store visit reception system according to the embodiment, and FIG. 2 is a flowchart illustrating a reception number numbering process according to the embodiment.
In FIG. 1, 1 is a reception terminal, which is installed in a bank or a branch of a financial institution such as Japan Post Bank of Japan Post Co., Ltd. or a post office, etc., and a deposit transaction using a form such as a passbook or voucher at a reception desk. A terminal device that issues a number tag to a customer who visits a store (referred to as a customer at the store) in order to conduct a transaction of a transaction type handled by a customer service counter such as a withdrawal transaction, a transfer transaction, a new transaction, or a consultation transaction. , A function of issuing a number tag printed with a receipt number, a function of reading account information such as an account number recorded on a transaction card such as a cash card of a customer at the store, a magnetic stripe of a bankbook, an IC chip, etc. Yes.

  Reference numeral 2 denotes a call operation terminal, which is a terminal device installed at a reception counter of a store and used to call a customer who is waiting for a transaction order at the reception counter (called a waiting customer) to the reception counter. There is a function that accepts the input of the reception start instruction and the reception end instruction input by the person in charge at the input unit such as a keyboard, and the reception number of the customer who started the response (referred to as the "customer"). Have.

Reference numeral 3 denotes a call display device, which includes a reception number for calling a customer to a reception desk, a display unit including a display screen such as an LCD for displaying the window number, and the like.
5 is a reception management device installed behind the reception window in the store, and is directly connected to the call operation terminal 2 and the dedicated line 7 by the reception terminal 1 and the call display device 3 and the store LAN (Local Area Network) 6. The reception terminal 1 has a function of executing a reception number numbering process for numbering a reception number of a number tag issued to a customer who has been received by the reception terminal 1.

The reception management device 5 includes a storage unit including an internal memory, a hard disk, and the like, and the storage unit stores a program executed by the reception management device 5 and various data used for the program.
The storage unit of the reception management apparatus 5 of the present embodiment stores in advance a business execution program including an application program having a function of performing a reception number numbering process described with reference to FIG. Each function means as hardware of the reception management device 5 of the present embodiment is formed by the steps of the business execution program executed by.

  In addition, in the storage unit of the reception management device 5, the average reception time and the number of reception counters at one reception counter obtained from past results regardless of the transaction type for calculating the waiting time of the customer visiting the store are stored. , And the reservation customer does not necessarily come to the store at the reservation time, so the reservation customer visit time width (30 minutes in this embodiment) with a width of around several minutes around the reservation time (30 minutes in this embodiment) In the embodiment, 1 hour) is set and stored in advance, and the basic setting interval for setting the reservation reception number according to the number of counters available to the customer at the store is called from the counter counter with a small number of counters. As the time up to becomes larger, a plurality of data are stored with a narrower interval.

Further, in the storage unit of the reception management device 5, a reception number consisting of a number band set in ascending order for managing the transaction status at the reception desk, and the current state of the customer visiting the store that issued the reception number 3 is stored. The reception management information shown in FIG.
Furthermore, the storage unit of the reception management device 5 is configured with an account number as customer identification information of a customer (referred to as a reservation customer) who has reserved a transaction at a reception desk in advance, a reservation date and a reservation time when a visit is reserved. The reservation management information shown in FIG. 4 is stored.

The reservation management information in this case is reserved by a reservation customer who has made a reservation in advance to a financial institution by telephone, postcard, letter, etc., and this is input by a center person in charge from a center terminal (not shown) or transmitted. The reception management device 5 receives and manages each piece of information directly reserved and transmitted directly by a reservation-dedicated system or the like, and manages them in chronological order.
The store in FIG. 1 has a window terminal (not shown).

In the following, the receipt number numbering process of the present embodiment will be described according to the steps indicated by S using the flowchart shown in FIG.
When the power is turned on to each device in the store at the start of work, the reception terminal 1 displays a word or the like that prompts the user to press the reception button and insert a transaction card or passbook by the installed program. When the customer visitor presses the accept button and inserts a transaction card or passbook, the account number as customer identification information recorded in the transaction card or passbook is read and newly displayed. The store visit information attached with the read account number and the like is sent to the reception management device 5 via the store LAN 6 to the effect that the customer has visited the store.

  The call operation terminal 2 waits for an instruction input such as a response start instruction or a response end instruction given by the counter person in charge according to the installed program, and the counter person inputs the reception number of the customer to answer Or, when you enter a response termination instruction, a response start notification that includes the receipt number entered and the contact number of the customer service counter indicating that you have started a response with a customer or that you have completed a response with a customer Alternatively, a response end notification is transmitted to the reception management device 5 via the dedicated line 7.

The reception management device 5 stores initialized reception management information in which the reception status of the reception management information shown in FIG.
Note that the reception number starts from the smallest reception number (001 in this embodiment), and when it is used up to the maximum reception number (999 in this embodiment), it returns to the smallest reception number and repeats. It consists of one number band used.

In addition, “unused” in the reception state indicates a state in which the store customer is not assigned a reception number, and “waiting” indicates a state after receiving the reception number and before receiving the reception start notification. “Receiving” is the status after receiving the response start notification and before receiving the response end notification, “Reservation” is after setting the reservation reception number and before assigning the reception number to the reservation customer Shows the state.
S1, the reception management device 5 waits for reception of a response start notification from the call operation terminal 2 by the business execution program, and proceeds to step S2 when the response start notification is received. When the reception start notification is not received, the process proceeds to step S3.

S2, the reception management device 5 that has received the reception start notification changes the reception state of the reception number of the reception management information to “in response” based on the reception start notification reception number, and proceeds to step S3.
S3, the reception management device 5 waits for reception of a reception end notification from the call operation terminal 2, and proceeds to step S4 when the reception end notification is received. When the reception end notification is not received, the process proceeds to step S5.

In S4, the reception management device 5 that has received the reception end notification changes the reception state of the reception number in the reception management information to “unused” based on the reception end notification reception number, and the reception end notification window number. And the fact that the reception number is no longer being processed is transmitted to the call display device 3 via the store LAN 6 and the process proceeds to step S5.
The call display device 3 displays the received reception number and window number on the display screen.

  S5, while the reception management device 5 recognizes the current date and time (current date and current time) by its clock function, the current time is a predetermined time interval (in this embodiment, a time that is about half of the reservation customer visit time width). It waits until the regular reservation reception number setting time set at an interval (about 30 minutes) is reached, and when the reservation reception number setting time comes, the process proceeds to step S6. If the current time is not the reservation acceptance number setting time, the process proceeds to step S9.

In S6, the reception management device 5 that recognizes the current time as the reservation reception number setting time counts the number of waiting customers whose reception status in the reception management information (FIG. 3) is “waiting” (referred to as waiting number). At the same time, the average waiting time and the number of windows are read from the storage unit, and the current waiting time is calculated by dividing the time obtained by multiplying the average waiting time by the number of waiting persons by the number of windows.
S7, the reception management device 5 that has calculated the current waiting time reads the reservation customer visit time width from the storage unit, and reads the waiting time calculated at the current time and the read reservation customer visit to the reservation management information on the day (FIG. 4). If there is reservation management information having a reservation time before the time obtained by adding half the time width, the reservation management information is read and the process proceeds to step S8.

If there is no reservation management information that has a reservation time before the above time in the reservation management information on that day, the process proceeds to step S9.
In S8, the reception management device 5 that has read the reservation management information calculates the number of reception numbers belonging to the reservation customer visit time width, obtains a quotient obtained by dividing the reservation customer visit time width by the average response time, and the reception state is A reservation reception number setting range (example in FIG. 5) in which a reservation reception number is set by adding the number of calculated reception numbers to the last issued reception number that is “waiting” or “accepting” Next, reception numbers 126 to 143) are set.

  Then, the reception management device 5 reads the basic setting interval set according to the number of counters available from the storage unit based on the current waiting number of persons, and reserves the first reception number in the reservation reception number setting range. A number is set (number 126 in the example of FIG. 5), and an interval (a value of 2 or more and 7 or less in this embodiment) obtained from the generated random number for each setting is set as the read basic setting interval. In addition, the setting interval is calculated, and the reservation reception number set at an irregular interval with the reservation reception number setting range as the limit is set while opening the irregular setting interval calculated above from the first reception number (see FIG. 5). Then, the reception state of the reception number set in the reservation reception number is changed to “reservation”, and the process proceeds to step S9.

The number of reservation reception numbers may be obtained by obtaining a quotient obtained by dividing the time from the current time to the reservation time by the average reception time and adding the value to the current reception number.
S9, the reception management device 5 waits for the arrival of the store visit information from the reception terminal 1, and shifts to step S10 when the store visit information is received.
When the store visit information is not received, the process returns to step S1 to continue the standby in steps S1, S3, S5, and S9.

S10, the reception management device 5 that has received the store visit information searches the reservation management information for the account number based on the account number of the store visit information, and confirms whether or not the account number exists in the reservation management information for the day In the case of reservation management information in which the account number exists in the reservation management information and the reservation reception number is set, the customer at the store is determined to be a reservation customer and the process proceeds to step S12.
If the account number does not exist in the reservation management information, the customer at the store is determined as a general customer and the process proceeds to step S11.

  In S11, the reception management device 5 that has determined that the customer at the store is a general customer has the reception status “after the reception number of the last waiting customer whose reception status is“ waiting ”from the reception management table shown in FIG. The first reception number (141 in the example of FIG. 6) that is not set as the reservation reception number that is “reserved” is extracted, and this is assigned as the reception number of the customer at the store, and the reception state is indicated. The state is changed from “unused” to “waiting”, and the process proceeds to step S13.

  In S12, the reception management device 5 that has determined that the customer at the store is a reservation customer, the reception status is “in response” among the reservation reception numbers whose reception status is “reservation” from the reception management table shown in FIG. The first reservation reception number (No. 134 in the example of FIG. 6) after the last reception customer reception number is numbered as the reception number of the customer visiting the store, and the reception state is changed from “Reservation”. In addition to changing to “waiting”, the reception status of other reservation reception numbers (126, 129, 136, and 140 in the example of FIG. 6) other than “reservation” is changed from “reservation” to “not yet”. Change to “Use”, delete the reservation management information of the reservation customer's account number stored in the storage unit, and proceed to Step S13.

In step S13, the reception management device 5 that has assigned the reception number transmits the received reception number to the reception terminal 1, returns to step S1, and continues standby in steps S1, S3, S5, and S9.
On the other hand, after transmitting the store visit information, the reception terminal 1 waiting for the receipt of the reception number from the reception management device 5 prints the received reception number on a number tag and issues it to the customer, and thereafter While waiting for the next customer to visit the store while displaying the store visit reception screen.

  The customer who has received this number tag waits for the order of transactions at the reception desk and waits at a waiting place, etc., and the reception management device 5 described in the above steps S2 and S4 sets the reception management information reception state to “waiting”. When the reception number displayed on the call display device 3 matches the reception number of the received number tag in the order of the reception number including the reservation reception number “ Present the bill and start the desired transaction.

Note that when the power is shut off at the end of work time or the like, the reception terminal 1, the call operation terminal 2, and the reception management device 5 terminate the execution of the processes by the respective programs.
In the above-described embodiment, the current waiting time is calculated “periodically”. However, the waiting time may be calculated and set at “when the customer visits”, which is a factor that causes the waiting time to increase. .
As described above, in the receipt number numbering process of the present embodiment, before the reservation customer visits, a plurality of reservation receipt numbers are preliminarily set in accordance with the congestion state within the range of the reservation customer visit time range. If the customer at the store is a reservation customer, the first reservation reception number after the last customer's reception number is assigned as the customer's reception number. You can receive a call from the reception desk at a relatively early time.

In addition, since the waiting customers are called from the reception desk in the order of the reception number, the reservation customer is not given to the general customer without discomfort such as “the order is postponed” or “the calling order is different”. It is possible to smoothly conduct transactions at the reception counter while giving priority to the above.
As described above, in the present embodiment, in the store visit reception system including the reception terminal installed in the store and the reception management device connected to the reception terminal, the reception management device provides the customer identification information of the reservation customer. Reservation management information including account number, reservation date, and reservation time is stored, and the current waiting time and half of the reservation customer visit time width are added to the current time to the reservation management information of the day If there is a reservation time before the time, set the reservation reception number setting range by adding the number of reception numbers belonging to the reservation customer visit time width to the last reception number issued, and set the reservation reception number setting range. Set the reservation reception number at irregular intervals within the initial reception number and the reservation reception number setting range from the reception number, and based on the account number entered by the customer visiting the store sent from the reception terminal, When a store customer is determined to be a general customer, the first reception number that is not set as the reservation reception number after the last waiting customer's reception number is assigned as the reception number of the customer, and the customer is reserved If the customer is determined to be a customer, the first reservation reception number after the last customer's reception number in the set reservation reception number is numbered as the reception number of the visiting customer, and this reception number is sent to the reception terminal. By issuing a number tag that has been sent and printed with a receipt number, the reservation customer can receive a call from the reception desk at a relatively early time among the waiting customers, which makes the general customer uncomfortable. Without giving, it is possible to smoothly conduct transactions at the reception counter while giving priority to the reservation customer.

In the above embodiment, the customer identification information is described as an account number. However, it may be a customer ID recorded on a transaction card or the like. May be input from the reception terminal as customer identification information.
In the above embodiment, the call operation terminal is described as being directly connected to the reception management apparatus via a dedicated line. However, the call operation terminal may be connected via a store LAN.

Furthermore, in the said Example, although it demonstrated as setting a receipt number with one number belt | band | zone, for every group which grouped every transaction classification and several transaction classifications, a several number belt | band | zone (for example, 1-399, 501 to 599) may be set.
Furthermore, in the above embodiment, the average response time has been described as being set based on the past results regardless of the transaction type, but the average time is set based on the past results for each transaction type, The transaction type may be selected at the time of reception by the reception terminal, and the waiting time may be calculated by adding the average time of the transaction types of each waiting customer. In this way, the waiting time calculation accuracy can be further improved.

Furthermore, in the above embodiment, the reservation customer visit time width has been described as a fixed value, but it may be changed according to the congestion situation of the store.
Furthermore, in the above embodiment, it has been described that the reservation reception number is periodically set when the reservation management information exists. However, the reservation reception number is set at irregular intervals in advance for all reception numbers. In addition, this system is a system that connects a customer relationship management (CRM) system installed externally to the reception management device, and when a customer who has not made a reservation is a good customer, calls the good customer to the reception desk with priority. May be used.

  Further, in the above-described embodiment, the reservation of the transaction at the reception desk at the financial institution has been described as an example, but it is necessary to visit a specific place in order to receive the service, and the place where the service can be received in the order visited In addition, if this system is applied, the same effect as described above can be obtained.

Block diagram showing the store visit reception system of the embodiment The flowchart which shows the receipt number numbering process of the Example of an Example Explanatory drawing which shows the example of a structure of the reception management information of an Example Explanatory drawing which shows the structural example of the reservation management information of an Example Explanatory drawing which shows the example of a setting of the reservation reception number of the reception management information of an Example Explanatory drawing which shows the numbering method of the receipt number of the embodiment

Explanation of symbols

DESCRIPTION OF SYMBOLS 1 Reception terminal 2 Call operation terminal 3 Call display apparatus 5 Reception management apparatus 6 Store LAN
7 Private line

Claims (5)

In a store visit reception system comprising a reception terminal and a reception management device connected to the reception terminal,
The reception terminal is
A means of accepting input of customer identification information from a visitor,
Means for transmitting the received customer identification information to the reception management device;
Means for printing the receipt number received from the acceptance management device on a number tag and issuing it to the customer at the store;
The reception management device includes:
Means for storing reservation management information including customer identification information, reservation date and reservation time of the reservation customer;
Means for calculating the current waiting time;
In the reservation management information on the day, when the reservation time before the time obtained by adding the waiting time and the half of the reservation customer visit time width to the current time exists, the last reception number issued is Means for setting the reservation reception number setting range by adding the number of reception numbers belonging to the reservation customer visit time width;
A first reception number in the reservation reception number setting range, and a means for setting the reservation reception number at irregular intervals from the reception number to the reservation reception number setting range;
Based on the customer identification information received from the reception terminal, means for determining whether the customer is a reservation customer or a general customer;
When it is determined that the store visit customer is a general customer, the first receipt number that is not set as the reservation receipt number after the last wait customer receipt number is numbered as the receipt number of the visit customer,
When the customer at the store is determined to be a reservation customer, the first reservation reception number after the reception number of the last customer in the set reservation reception number is used as the reception number of the customer at the store When,
Means for transmitting the numbered reception number to the reception terminal. In the numbering method of the receipt number issued to the customer at the store,
In addition to storing reservation management information including customer identification information, reservation date and reservation time of the reservation customer,
If the reservation management information on the day has a reservation time before the current time plus the calculated current waiting time plus half the time of the reservation customer visit time, the last reception issued A reservation reception number setting range is set by adding the number of reception numbers belonging to the reservation customer visit time width to the number, and the reservation reception number setting range is determined from the first reception number of the reservation reception number setting range and the reception number Set a reservation receipt number at irregular intervals, with a limit of
Based on the customer identification information, determine whether the customer at the store is a reservation customer or a general customer,
If the customer at the store is a general customer, the first receipt number that is not set as the reservation receipt number after the last waiting customer's receipt number is assigned as the receipt number for the customer at the store,
When the customer at the store is a reservation customer, among the set reservation reception numbers, the first reservation reception number after the reception number of the last customer is numbered as the reception number of the customer at the store Numbering method of receipt number. A means of accepting input of customer identification information from a visitor,
Means for transmitting the received customer identification information;
Means for printing the received receipt number on a number tag and issuing it to a customer at the store;
Means for storing reservation management information including customer identification information, reservation date and reservation time of the reservation customer;
Means for receiving the customer identification information from a reception terminal;
Means for calculating the current waiting time;
In the reservation management information on the day, when the reservation time before the time obtained by adding the waiting time and the half of the reservation customer visit time width to the current time exists, the last reception number issued is Means for setting the reservation reception number setting range by adding the number of reception numbers belonging to the reservation customer visit time width;
A first reception number in the reservation reception number setting range, and a means for setting the reservation reception number at irregular intervals from the reception number to the reservation reception number setting range;
Means for determining whether the customer at the store is a reservation customer or a general customer based on the customer identification information;
When it is determined that the store visit customer is a general customer, the first receipt number that is not set as the reservation receipt number after the last wait customer receipt number is numbered as the receipt number of the visit customer,
When the customer at the store is determined to be a reservation customer, the first reservation reception number after the reception number of the last customer in the set reservation reception number is used as the reception number of the customer at the store When,
Means for transmitting the numbered receipt number to the acceptance terminal. Means for storing reservation management information including customer identification information, reservation date and reservation time of the reservation customer;
Means for receiving the customer identification information;
Means for calculating the current waiting time;
In the reservation management information on the day, when the reservation time before the time obtained by adding the waiting time and the half of the reservation customer visit time width to the current time exists, the last reception number issued is Means for setting the reservation reception number setting range by adding the number of reception numbers belonging to the reservation customer visit time width;
A first reception number in the reservation reception number setting range, and a means for setting the reservation reception number at irregular intervals from the reception number to the reservation reception number setting range;
Means for determining whether the customer at the store is a reservation customer or a general customer based on the customer identification information;
When it is determined that the store visit customer is a general customer, the first receipt number that is not set as the reservation receipt number after the last wait customer receipt number is numbered as the receipt number of the visit customer,
When the customer at the store is determined to be a reservation customer, the first reservation reception number after the reception number of the last customer in the set reservation reception number is used as the reception number of the customer at the store When,
A reception terminal connected to a reception management device comprising a means for transmitting a numbered reception number;
A means of accepting input of customer identification information from a visitor,
Means for transmitting the received customer identification information to the reception management device;
Means for receiving a receipt number from the acceptance management device;
Means for printing the received receipt number on a number tag and issuing it to a customer at the store. In a store visit reception system comprising a reception terminal and a reception management device connected to the reception terminal,
The reception terminal is
A means of accepting input of customer identification information from a visitor,
Means for transmitting the received customer identification information to the reception management device;
Means for printing the receipt number received from the acceptance management device on a number tag and issuing it to the customer at the store;
The reception management device includes:
Means for storing reservation management information including customer identification information, reservation date and reservation time of the reservation customer;
If the reservation management information on the day includes the reservation time before the current time plus a waiting time, the reservation reception number is set by adding a predetermined number to the last reception number issued. Means,
Based on the customer identification information received from the reception terminal, means for determining whether the customer is a reservation customer or a general customer;
When it is determined that the customer is a general customer, a means for assigning a reception number that is not set as the reservation reception number as the reception number of the customer,
When it is determined that the store visit customer is a reservation customer, the reservation receipt number that has been set is numbered as the receipt number of the visit customer;
Means for transmitting the numbered reception number to the reception terminal.

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