JP6019207B1 - Order management system, order management apparatus, and order management program - Google Patents

Abstract

An object of the present invention is to make it possible to cope with a case where a call is generated in several business steps once it is registered in a waiting list. An order management system for managing a waiting state of a waiting group for receiving a service in a facility, wherein each waiting group advances to which business step among a plurality of business steps included in the service. For a storage unit that holds a waiting list that includes status information indicating whether or not, and for a predetermined business step to be called out of a plurality of business steps, in addition to which business step has been progressed as status information, A status management unit that manages whether there is a status, and a status update unit that updates a waiting list based on a new waiting input or an input of status information update information. [Selection] Figure 8

Description

  The present invention relates to a management technique for managing the order of customers who are waiting in turn at various facilities such as restaurants, banks, government offices, and hospitals.

  2. Description of the Related Art Conventionally, various order management systems have been employed in restaurants, banks, government offices, and the like in order to arrange the order of customers waiting for their services.

  For example, in a popular restaurant or the like, a customer-designated reservation form is prepared, and the customer's order is managed by writing the name and the number of the reservation person therein (for example, Patent Document 1 (particularly, paragraphs 0003 to 0003). 0007)).

JP 2004-94380 A

  However, in this order management system using reservation forms, the clerk mainly fills in the reservation list directly on the reservation form designated by the store, or the reservation person writes the name and number of people on the reservation form himself. However, there is a problem that the work burden on the store side and the burden on the reservation person are large. Moreover, in such an order management system, it was assumed that the reservation person called only once, such as guidance to a seat. Therefore, when providing a service including a plurality of business steps such that a call is generated in each of several business steps, it is necessary to register in the reservation list for each business step.

  The present invention has been made in view of the circumstances described above, and the reservation person or the like saves the trouble of entering the name and number of the representatives on the reservation form provided in the store, and once enters the waiting list. If registered, one of the purposes is to be able to cope with the case where a call occurs in each of several business steps.

  An order management system according to an aspect of the present invention is an order management system that manages an order waiting state of an order waiting group that receives a service at a facility, and each order waiting group includes a plurality of business steps included in the service. Among the plurality of business steps, a storage unit that holds a waiting list that includes status information indicating which business step has been advanced, and a predetermined business step that is called out of the plurality of business steps, as the status information, In addition to progressing to the step, the status management unit that manages whether or not the call is in progress, and updating the waiting list based on a new waiting input or an input of update information of the status information And a status update unit.

  The status management unit further includes a business step setting unit that receives a name of a plurality of business steps included in the service and a setting input for determining whether to call each business step. As for the business step set to be, the status information may be managed as to whether or not it is being called in addition to which business step has been advanced.

  In addition, when the status information of a certain waiting group is updated during a call from a non-calling status to the calling step, the status update unit is called to a contact associated with the waiting group. May be notified.

  The call includes at least one of a call of a person waiting for a turn and a call of an employee of a facility, and the status management unit is set to perform a call of the person waiting for a turn. As for the status information, the status information is used to manage whether or not the person waiting for the turn is calling, and for the business step set to call the employee, the status information includes the employee as the status information. You may make it manage whether it is calling.

  According to the present invention, it is possible for the reservation person to save the trouble of entering the name of the representative and the number of users on the reservation form provided in the store, and once registering in the waiting list, each of the work steps can be performed in several business steps. A case where a call occurs can be dealt with.

It is a figure which shows schematic structure of the order management system 1000 which concerns on 1st Embodiment. 3 is a block diagram illustrating a main configuration of an order management terminal 100. FIG. 5 is a flowchart showing a flow of a new registration acceptance process waiting for a turn in the turn management system 1000. It is the figure which illustrated the reception screen for performing reception waiting in order. 10 is a flowchart showing a flow of update processing of a waiting state in the order management system 1000. It is the figure which illustrated the status management screen of store mode. It is the figure which illustrated the update operation screen of the order waiting condition in store mode. 10 is a flowchart illustrating a flow of setting update of business steps in the order management system 1000. It is the figure which illustrated the business step setting screen of store mode. It is a figure which shows schematic structure of the order management system 1000 'concerning 2nd Embodiment. It is a sequence diagram in the case where order management is performed using three order management terminals 100A to 100C.

  Hereinafter, embodiments of the present invention will be described in detail with reference to the drawings. In addition, the same code | symbol is attached | subjected to the same element and the overlapping description is abbreviate | omitted.

A. First Embodiment FIG. 1 is a diagram showing a schematic configuration of an order management system 1000 according to the present embodiment. As shown in the figure, the order management system 1000 includes an order management terminal 100 provided in a facility that provides services, a printer 200 connected to the order management terminal 100, and the order management terminal 100 via a communication network N. And a management server 300 for overall management.

  In the present embodiment, the case of managing the waiting time of the user with respect to the car maintenance service provided by a car dealer A will be described as an example. However, the present invention is not limited to this, but a complex amusement system, a shopping mall, a department store, etc. It can be applied to any facility that manages the waiting of visitors, such as stores, banks, hospitals, and public facilities. Further, for convenience of explanation, the order management terminal 100 installed in the car dealer A and the order management terminal 100 installed in the store B are illustrated. However, the order management terminal 100 installed in many facilities has the management server 300. Is managed by.

  The order management terminal 100 is installed near the entrance of a facility, etc., and is a terminal device for managing the waiting time when a visitor enters the facility or receives a service. A tablet terminal or the like is used. The The service providers are all types of business and business categories. The order management terminal 100 is not limited to a tablet terminal, and can exchange data with the management server 300 via the communication network N such as a personal computer (PC), a notebook PC, a smartphone, a mobile phone, and a personal digital assistant (PDA). Any terminal device can be used.

  The printer 200 is connected to the order management terminal 100 by a wired cable or wirelessly, and issues a turn ticket or a coupon representing the number of waiting orders.

  The management server 300 is configured by, for example, a computer having high arithmetic processing capability, and a server function is realized by a predetermined server program operating on the computer. Here, the number of computers constituting the management server 300 is not necessarily one, and may be composed of a plurality of computers distributed on the communication network N. The management server 300 includes a management database 310 for managing the order management terminal 100 for each facility, and a processor (status management unit, status update unit) 320. The management database 310 includes a client management table TA1 and a status management table TA2 (storage unit).

  In the client management table TA1, a unique ID and a passcode (account) are registered in association with each facility. Here, “ID: A1...” And “passcode: AA2...” Are set for the order management terminal 100 used in “car dealer A”. The ID and passcode for each facility are set by, for example, an administrator (for example, a store owner) who performs waiting management at each facility when the system is introduced. In this embodiment, it is assumed that one order management terminal 100 is used in one facility, but a plurality of order management terminals 100 may be used in one facility (see the second embodiment). When a plurality of order management terminals 100 are used in one facility, the same ID and passcode may be used. For example, a plurality of IDs and passwords may be used properly according to predetermined conditions.

  In the status management table TA2, a waiting list for each facility is registered. The order waiting list includes a list of persons who are waiting for order (order waiting group) and information (status information) indicating the order waiting status of each order waiting group. The status information includes information on a business step that is currently providing a service among a plurality of business steps included in the service provided at the facility. In the case of “car dealer A”, for example, the business steps included in the car maintenance service are “repair / inspection”, “car wash”, “slip creation”, and “accounting”.

  The business steps include a business step for “calling” a person who is waiting in turn and a business step for ending without performing “call”. “Calling” includes “calling (customer)” to inform the person who has arrived in the order, “call (customer)” to notify by telephone, e-mail, etc. , “Call (employee)” to be notified by e-mail, telephone or the like. In the business step that performs “calling”, the status of “not called”, “calling”, and “finished” is managed in each business step. “Uncalled” indicates a state where the call has not been made yet. “Calling” indicates a state where a call has been made and the business step itself has not yet been completed. “End” indicates that the business step has been completed. In a business step in which “call” is not performed, the status of “incomplete” and “finished” is managed in each business step. “Unfinished” indicates that the business step has not been completed, and “Finished” indicates that the business step has been completed. For example, in a business step that requires a call from the employee in charge, such as “Repair / Inspection”, “Call (employee)” must be present, and it is necessary to have the user carry out the procedure as in “Accounting”. It is assumed that a certain business step has “call (customer)”. It should be noted that a business step that does not require either call such as “car wash” or “slip creation” may be “no call”. Further, depending on the contents of the business step, both “calling (customer)” and “calling (employee)” may be present.

  For example, for car dealer A, one record in the waiting list includes information such as “1” for reception number, “13:03” for reception time, “calling (customer)” for “accounting”, etc. It is. What information is included in the waiting list can be appropriately set and changed by the manager of each facility. The contents of the waiting list are updated based on new registration information to the waiting list transmitted from the order management terminal 100 or status update information (details will be described later).

  Further, the business step for each facility and the presence / absence of “calling” are set by, for example, an administrator (for example, a store owner) who performs management of waiting in each facility at the time of system introduction. These pieces of information can be changed as needed.

  The processor 320 includes an arithmetic logic unit (CPU or the like) that processes arithmetic operations, logic operations, bit operations, and the like and various registers, and executes various programs stored in storage means such as a ROM, thereby managing the server. Each part of 300 is controlled centrally. In addition, the processor 320 also executes a computer program (order management application) for managing the wait for turn in cooperation with the order management terminal 100.

  The communication network N includes a communication network that can transmit and receive information between the management server 300 and the order management terminal 100. The communication network N may be, for example, the Internet, a LAN, a dedicated line, a telephone line, a corporate network, a mobile communication network, Bluetooth, WiFi (Wireless Fidelity), other communication lines, a combination thereof, or the like. Regardless of whether it is wired or wireless.

  FIG. 2 is a block diagram illustrating a main configuration of the order management terminal 100. The order management terminal 100 includes a processor 110, an input device (business step setting unit) 115, a display device 116, a communication interface 120, and a storage resource 130. The order management terminal 100 accepts an input to the order waiting list, a dismissal, or the like when the user directly operates the input device 115 such as a touch panel. Here, a visitor, an employee, etc. are assumed as a user. For example, the store visitor performs an input for newly registering the waiting list in the waiting list, and the employee or the like performs an input for updating the status of the information registered in the waiting list. Here, facility managers and employees are collectively referred to as employees.

  The processor 110 includes an arithmetic logic unit (CPU or the like) that processes arithmetic operations, logic operations, bit operations, and the like and various registers, and executes various programs stored in the storage resource 130 to execute the order management terminal 100. Central control of each part. The various registers are, for example, a program counter, a data register, an instruction register, a general-purpose register, and the like.

  The input device 115 includes various operation buttons and a touch panel 115a for accepting inputs such as acceptance to the waiting list and dismissal from the waiting list.

  The display device 116 is a device for displaying a reception screen and a standby screen including a waiting list, a reception button, and the like, and is configured by a liquid crystal display, for example.

  The communication interface 120 is a hardware module for connecting to the communication network N and communicating with other terminals on the communication network N. The communication interface 120 is, for example, a modulation / demodulation device such as an ISDN modem, an ADSL modem, a cable modem, an optical modem, or a soft modem.

  The storage resource 130 is, for example, a logical device provided by a storage area of a physical device. The physical device is a computer-readable recording medium such as a disk drive or a semiconductor memory (ROM, RAM, etc.). The storage resource 130 may be constructed by mapping a plurality of physical devices to one logical device, or may be constructed by mapping one physical device to a plurality of logical devices.

  The storage resource 130 stores an operating system program, a driver program, various data, and the like. Examples of the driver program include a communication interface driver program for controlling the communication interface 120. In addition to these various programs and various data, the storage resource 130 stores a computer program (order management application) AP1 for managing the waiting in cooperation with the management server 300 by being executed by the processor 110. ing.

Next, the operation of the order management system 1000 in this embodiment will be described.
As a user of the order management system 1000, a store visitor, an employee, and the like are assumed. A visitor operates the order management terminal 100 installed in the vicinity of the entrance of the car dealer A, and performs an operation for registering a new waiting list in the waiting list. Specifically, necessary items are input by appropriately operating the touch panel 115a according to a message displayed on the display device 116. What items should be input at the time of reception may be determined according to the intention of the manager of each facility.

  In addition, instead of the visitor directly operating the touch panel 115a, an employee or the like may perform input for accepting an order. At this time, the employee or the like may operate the order management terminal 100 installed near the entrance of the facility, or may operate the order management terminal 100 used individually by the employee or the like, as will be described later. Good.

  The order management terminal 100 is provided with a customer mode and a store mode, and the switching operation between these modes is a person who knows the facility ID and passcode, such as a facility manager or an employee. Is performed by operating the touch panel 115a. In customer mode, only the waiting operation is possible, but in store mode, in addition to the waiting operation, the waiting list can be updated or the operation step can be set as described later. it can.

(New registration acceptance to the waiting list)
FIG. 3 is a flowchart showing a flow of a new registration acceptance process waiting for turn in the turn management system 1000.
The order management terminal 100 receives information included in the order waiting list registered in the status management table TA2 from the management server 300 via the communication interface 120 (step S11).

  Next, the order management terminal 100 causes the display device 116 to display an acceptance screen for accepting an order waiting as illustrated in FIG. 4 (step S12).

  FIG. 4 is a diagram exemplifying a reception screen displayed on the display device 116 of the order management terminal 100. As shown in FIG. 4, on the reception screen, at least a part of the waiting list registered in the status management table TA2 of the management server 300, for example, the receiving number of the person waiting for the turn and the current business step are displayed. A list arranged in chronological order in the order received is displayed. Also, the number of waiting groups currently waiting for the turn is displayed. Further, the display device 116 displays an indication of the waiting time, a message for prompting an acceptance operation to the waiting list, an acceptance button, and the like.

  As a measure of the waiting time, a value calculated by multiplying the current number of waiting groups by an average waiting time per group can be used. Note that the waiting time guideline may be calculated by the processor 320 of the management server 300 and transmitted to the order management terminal 100 or may be calculated by the order management terminal 100. The items displayed on the reception screen can be determined according to the intention of the manager of each facility.

  The order management terminal 100 detects whether or not an operation input via the input device 115 such as the touch panel 115a by a visitor or an employee has been performed on the displayed reception screen (step S13). For example, when an operation on the touch panel 115a is detected and an input is received (step S13: YES), a reception completion screen is displayed (step S14). On the reception completion screen, a reception number (waiting number), a waiting time at the present time, and the like are displayed. Further, a message prompting to receive the turn ticket is displayed, and the user can receive the turn ticket printed from the printer 200 connected to the turn management terminal 100. How to use a turn ticket will be described later.

  The confirmed new registration information is transmitted from the order management terminal 100 to the management server 300 via the communication network N (step S15). When the management server 300 receives new registration information from a certain facility (in this case, the car dealer A), the management server 300 performs a process of newly adding a set of waiting queues to the waiting list based on the received new registration information. The management table TA2 is updated (step S16).

(Status management)
An employee or the like can set the order management terminal 100 to the store mode by operating the touch panel 115 a of the order management terminal 100. The store mode is a mode that enables status update operations (“call” and “end”) and operation step setting operations for the waiting list in addition to accepting waiting input.

  “Calling” is an operation performed when a person who has arrived in the order or an employee is called verbally or notified by telephone or e-mail, and the status shifts to “calling” by this operation. “End” is an operation performed when a person who has arrived in the order completes the response in the business step, and the status shifts to “End” by this operation. If there is a next business step, the current business step is shifted to the next business step.

  FIG. 5 is a flowchart showing a flow of updating the order waiting status (status) in the order management system 1000. First, the employee or the like sets the order management terminal 100 to the store mode, and causes the display device 116 to display a store mode status management screen (step S21).

  FIG. 6 is a diagram illustrating a status management screen in the store mode. As shown in FIG. 6, the status information of the waiting groups registered in the waiting list is displayed on the display unit L1 in the order received. Specifically, for each waiting group, “reception number”, “reception time”, current “business step”, and “status” (uncalled (customer or employee), calling (customer or employee) ) Is displayed. In addition, the status management screen displays the number of waiting groups currently waiting for the order, a guideline for the current waiting time, and the like.

  The employee or the like specifies the update target of the waiting status from the displayed waiting list, and swipes the line displaying the target from right to left (step S22). As a result, an update operation screen for the waiting state as shown in FIG. 7 is displayed. As shown in FIG. 7, an operation button group BG indicating “call” and “end” is displayed on the update operation screen for the waiting state.

  The employee taps a desired operation button (for example, “call”) to perform an update operation of the waiting state (step S23). When such an operation is performed, status update information indicating an update instruction for the waiting status is uploaded from the order management terminal 100 to the management server 300 via the communication network N (step S24).

  FIG. 7 shows an example in which the rows having the reception numbers “1” and “2” are selected for the sake of explanation. The line with the receipt number “1” is “accounting” and “calling (customer)” at the current business step, so after the accounting procedure is completed, when the employee taps the “end” button, The “accounting” business step shifts to “end”. Since there is no business step next to “accounting”, all services are terminated. In addition, since the line of the receipt number “2” is in the state of “accounting” and “uncalled (customer)” at the current business step, after calling the user of the receipt number “2”, the employee etc. When the “call” button is tapped, the “accounting” business step shifts to a “calling” state. It should be noted that only the “END” button can be tapped in a business step such as “car wash” where “calling” is not set.

  The management server 300 rewrites the status management table TA2 based on the received status update information, and updates the waiting list for the facility (step S25). For example, when the “end” button is tapped with the reception number “1”, the record of the reception number “1” in the waiting list is “13:03” for the reception time and “accounting” for the status information. Updated to “End”. When the status of a certain waiting group is updated from “uncalled” to “calling” for the business step that performs “calling”, the management server 300 is called to the contact associated with the waiting group. You may make it notify that it was carried out. For example, for a business step for performing “call (customer)”, when performing a new registration waiting for a turn, the management server 300 asks the telephone number or mail address of the contact to be registered, You may make it transmit call mail. For the business step for performing “call (employee)”, the telephone number or mail address of the contact information of the corresponding employee can be registered in advance.

  FIG. 8 is a flowchart showing the flow of setting update of business steps in the order management system 1000. First, the employee or the like sets the order management terminal 100 to the store mode, and causes the display device 116 to display a store mode business step setting screen (step S31).

  FIG. 9 is a diagram illustrating a business mode setting screen in the store mode displayed on the display device 116 of the order management terminal 100. As shown in FIG. 9, a list of business steps of the car dealer A is displayed. For each business step, a selection button indicating whether or not “call (customer)” and “call (employee)” is present, and a business step deletion button A business step addition button and the like are displayed.

  Employees, etc., operate the “call (customer)” for each business step by operating the “call (customer)” and “call (employee)” selection buttons located next to each business step name. Alternatively, it is set whether or not to perform “call (employee)” (step S32). When the setting operation for the presence / absence of “call (customer)” and “call (employee)” is performed, the setting update information of the business step is uploaded from the order management terminal 100 to the management server 300 via the communication network N ( Step S33).

  The management server 300 updates the status information managed by the status management table TA2 based on the received business step setting update information (step S34). Specifically, for business steps that are set to “Call (Customer)”, set the status to “Not Called (Customer)”, “Calling (Customer)”, and “Ended”, and set “Call” For the business step set to “(employee)”, the status of “not called (employee)”, “calling (employee)”, and “end” is set to be managed. In addition, for the business step set to “no call”, the status of “incomplete” and “finished” is set to be managed. It should be noted that business steps can be added and deleted by operating the business step addition button and the deletion button for each business step shown in FIG.

  As described above, according to the present embodiment, for each business step included in the service, it is possible to set whether or not to wait for a turn-waiting group, and for which business step to call, which business step In addition to whether the call is in progress or not, it is also managed as a status whether or not the call is in progress, so even if a call occurs in several business steps before the end of a series of services, a single turn is awaited You can respond by registering to the list.

  In addition, for each business step, it is possible to set whether or not to call each of the customer's call and employee's call, and the status management can be performed by distinguishing each call. It can correspond to.

B. Second Embodiment In the first embodiment described above, the case where one order management terminal 100 is used in one facility has been described, but in the second embodiment, a plurality of order management terminals 100 are used in one facility. Will be described.

  FIG. 10 is a diagram illustrating a schematic configuration of an order management system 1000 ′ according to the second embodiment. The order management system 1000 ′ shown in FIG. 10 is the same as FIG. 1 except that a plurality of order management terminals 100 are provided in one facility. Accordingly, corresponding parts are denoted by the same reference numerals, and detailed description thereof is omitted.

  The use of a plurality of order management terminals 100 in one facility differs from the case where only one order management terminal 100 is used in that data is shared among the order management terminals 100. FIG. 11 is a sequence diagram when order management is performed using the three order management terminals 100A to 100C. For example, when a specific order management terminal 100 (order management terminal 100A shown in FIG. 10) is operated at the car dealer A (C1), the operation content (here, assuming status update information) is stored in the management server 300. Uploaded (C2). The management server 300 updates the status information of the car dealer A registered in the status management table TA2 based on the received status update information (C3). Terminals other than the order management terminal 100A used at the car dealer A, that is, the order management terminals 100B and 100C make an inquiry about the status information registered in the status management table TA2 using a unique account for each facility as a key. (C4). The management server 300 transmits the latest status information updated to the order management terminals 100B and 100C (C5), and ends the process. Accordingly, the updated status information is shared by all the order management terminals 100A to 100C used at the car dealer A.

  As a result, the latest information is always reflected in the respective order management terminals 100 in a synchronized state. As a result, even when a plurality of order management terminals 100 are used in one facility, the update information waiting for the order is updated. Optimal turn waiting management can be performed without causing problems such as not being reflected in some of the turn management terminals 100.

C. Others The present invention is not limited to the above-described embodiment, and can be implemented in various other forms without departing from the gist of the present invention. For this reason, the said embodiment is only a mere illustration in all points, and is not interpreted limitedly. For example, the above-described processing steps can be arbitrarily changed in order as long as the processing contents do not contradict each other, or can be executed in parallel.

  Although the turn ticket issued from the printer 200 is not particularly mentioned, a voucher may be issued from the printer 200 after the orderer inputs an order.

1000, 1000 '... order management system 100, 100A, 100B, 100C ... order management terminal 200 ... printer 300 ... management server TA1 ... client management table TA2 ... status management table N ... communication network 110 ... processor 115 ... input device 115a ... touch panel 120 ... Communication interface 130 ... Storage resource AP1 ... Order management application

Claims (5)

An order management system for managing the waiting status of a waiting group that receives services at a facility,
A storage unit that holds a waiting list that includes status information indicating which business step is progressing among the plurality of business steps included in the service.
Each business step is either a business step that requires a call to proceed to the next business step or a step that does not require a call to proceed to the next business step, and the plurality of business steps For business steps that need to be called out of steps, in addition to which business step has been advanced as the status information, in order for the person who received the call to go to the next business step after making the call A status management unit that manages that a required procedure is completed as being called, and
An order management system comprising: a status update unit that updates the order wait list based on a new order wait input or an input of update information of the status information. A business step setting unit that receives a setting input as to whether or not to call each business step and the name of a plurality of business steps included in the service,
2. The status management unit according to claim 1, wherein for the business step set to be called, the status information manages whether the status is being called, in addition to which business step has been advanced. Order management system.   When the status information of a certain waiting group is updated during a call from a non-calling status for a business step that performs a call, the status update unit notifies the contact associated with the waiting group. The order management system according to claim 1 or 2. The call includes at least one of a call waiting person and a call of a facility employee,
The status management unit manages, as the status information, whether or not the person waiting for the turn is calling for the business step set to call the person waiting for the turn. 4. The order management system according to claim 1, wherein, as the status information, for the business step set to be called, whether or not an employee is calling is managed as the status information. 5. A computer that manages the waiting status of the waiting group that receives services at the facility,
A storage unit that holds a waiting list that includes status information indicating which business step is progressing among the plurality of business steps included in the service.
Each business step is either a business step that requires a call to proceed to the next business step or a step that does not require a call to proceed to the next business step, and the plurality of business steps For business steps that need to be called out of steps, in addition to which business step has been advanced as the status information, in order for the person who received the call to go to the next business step after making the call A status management unit that manages that a required procedure is completed as being called, and
A program that functions as a status update unit that updates the waiting list based on a new waiting input or an input of update information of the status information.

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