WO2018230451A1 - Information processing system, order management device, and program - Google Patents

Abstract

The present invention assists an employee so as to be capable of efficiently guiding a turn-waiting customer to a vacant seat while considering the order of acceptance and registry. An information processing system (1000) for managing a wait for one's turn in a facility. The information processing system (1000) is provided with an order management server (100) for managing the turn waiting status of a user registered for turn waiting, and an apparatus state management server (300) for managing apparatus state data that includes information pertaining to the use state of an apparatus allocated to a user whose turn has arrived. The order management server (100) is provided with: an apparatus state data acquisition unit (120) for periodically acquiring the apparatus state data from the apparatus state management server (300); an idle apparatus extraction unit (120) for extracting an idle apparatus the use of which has expired on the basis of the apparatus state data; a turn-waiting-party selection unit (120) for selecting a turn-waiting party to whom the idle apparatus is allocated, on the basis of an apparatus condition designated by each turn-waiting party and the order in which turn waiting is registered; and a notification unit (120) for notifying information pertaining to a combination of the selected turn-waiting party and the idle apparatus to be allocated.

Description

Information processing system, order management apparatus, and program Cross-reference of related applications

This application is based on Japanese Application No. 2017-117879 filed on June 15, 2017, the contents of which are incorporated herein by reference.

The present invention relates to an information processing system, a sequence management device, and a program.

2. Description of the Related Art Conventionally, various order management systems have been employed in restaurants, stores, hospitals, banks, government offices, and the like in order to manage waiting for customers waiting for their services.
For example, Patent Document 1 describes a reservation management system that simultaneously provides a reservation management service for a plurality of facilities that can wait for a turn, and a user can make a reservation for a turn from a Web, a telephone, or a storefront terminal. It is stated that you can apply.

JP 2005-50002 A

In the conventional order management system, employees were able to manage the number of customers waiting for their turn and the order of receipt. However, with regard to guidance for waiting customers, it is necessary for employees to actually check the types of seats available in the store and the number of available passengers, and to provide guidance appropriately in consideration of the desired seat types, number of passengers, and order of acceptance. It was. In particular, in stores having various types and capacities of seats, it is a burdensome work for employees to efficiently guide waiting customers while taking into account the order of reception.

The present invention has been made in view of the circumstances described above, and one of the objects is to assist an employee to efficiently guide waiting customers to empty seats while considering the order of registration for reception. To do.

An information processing system according to an embodiment of the present invention is an information processing system that manages turn waiting in a facility,
An order management server that manages the status of waiting for users who have been registered for waiting;
A facility status management server that manages facility status data including information on the usage status of facilities allocated to users who have arrived in turn,
The order management server
An equipment status data acquisition unit that periodically acquires the equipment status data from the equipment status management server;
Based on the equipment status data, a free equipment extraction unit that extracts free equipment that has been used, and
An order waiting group selection unit for selecting an order waiting group for allocating the vacant equipment based on the condition of the equipment designated by each waiting group and the registration order of waiting order;
A notification unit for notifying information on the combination of the selected waiting-for-waiting group and the vacant facility to be allocated.

Further, the information on the usage status of the equipment includes accounting information,
The empty facility extraction unit
You may make it extract the installation which accounting ended based on the said accounting information.

The turn waiting group selection unit
You may make it select the order waiting group with the earliest registration order among the order waiting groups from which the kind of designated equipment corresponds with the said kind of vacant equipment out of the registered order waiting group.

The turn waiting group selection unit
Among the queued waiting groups registered, the type of the designated facility matches the type of the empty facility, and the number of each waiting group is less than or equal to the available number of the empty facilities, An order waiting group with the earliest registration order may be selected.

In addition, the notification unit
On the management terminal on which a list of waiting groups is displayed, which is used by the facility employees to manage the waiting status, information on the free facilities to be allocated is displayed in the selected waiting group field. You may make it display.

According to the present invention, it is possible to assist an employee to efficiently guide waiting customers to empty seats while considering the order of registration.

1 is a diagram showing a schematic configuration of an information processing system 1000 according to an embodiment of the present invention. The block diagram which shows the main structures of the order management terminal 200 which concerns on embodiment of this invention. The flowchart of the reception registration process of waiting in order in the information processing system 1000 which concerns on embodiment of this invention. The sequence diagram of the cooperation process of the order management server 100 and the POS server 300 which concerns on embodiment of this invention. The figure which illustrates the status management screen of the order management terminal 200 which concerns on embodiment of this invention.

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.

In this embodiment, an example of the waiting management in the restaurant A will be described, but in addition to this, any waiting management of facility users such as an amusement facility, shopping mall, department store, repair shop, bank, travel agency, etc. Applicable to facilities.

FIG. 1 is a diagram showing a schematic configuration of an information processing system 1000 according to the present embodiment. As shown in FIG. 1, an information processing system 1000 includes an order management server (order management apparatus) 100 installed in a management center, an order management terminal 200 installed near the entrance of a facility, and a POS (Point （of sales). : Point-of-sale information management) server (facility status management server) 300 and POS cash register terminal 400. The order management server 100 is connected to the order management terminal 200 and the POS server 300 via the communication network N.

The order management server 100 manages the waiting for the order registered via the order management terminal 200 for each facility. In the example of FIG. 1, only the order management terminal 200 of one facility is illustrated, but the order management server 100 is actually connected to the order management terminal 200 installed in a plurality of facilities through the communication network N. , Manage the waiting for each facility. The order management server 100 is configured by a general-purpose computer, and a server function is realized by operating a predetermined server program on the computer. The number of computers constituting the order management server 100 is not necessarily one, and may be composed of a plurality of computers distributed on the communication network N.

The order management server 100 includes a management database 110 for managing the order management terminal 200 for each facility, a processor (waiting status management unit, equipment status data acquisition unit, empty equipment extraction unit, waiting queue selection unit, notification unit). 120). The management database 110 includes a client management table TA1, a status management table TA2, and a seat information management table TA3.

In the client management table TA1, a unique ID and a passcode (account) assigned to the order management terminal 200 are registered for each facility. In one record of the client management table TA1, “ID: A1...”, “Pass code: AA2. These pieces of information are set by, for example, an administrator (for example, the owner of a facility) who performs management waiting in each facility at the time of system introduction. When a plurality of order management terminals 200 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. .

The waiting list for each facility is registered in the status management table TA2. The order waiting list includes a list of persons who are waiting for an order (order waiting group) and information (status information) indicating a waiting state of each order waiting group. One record of the waiting list includes information such as the reception number “1”, the reception time “13:03”, the waiting item “table seat”, the number of people “3”, and the status “calling”. In addition, information such as name, contact e-mail address, and telephone number can be included.

The status includes “Waiting” which is the state before the order arrives, “Calling” which is the state informing that the order has arrived, and “Guidance” which is the state where the person who has arrived is actually guided to the seat etc. "Completed", and "cancelled", which is a state in which the waiting for the order is canceled, is included. What items are set as the status can be appropriately set and changed by the manager of each facility.

The wait item is information on a reception item that can be selected at the time of reception registration. In the case of restaurant A, the user can select the type of seat as the wait item. Here, “table seat”, “counter seat”, “terrace seat”, and “private room” are set as seat types.

The information included in the waiting list can be set and changed as appropriate 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 200 or status update information (details will be described later).

In the seat information management table TA3, information on the types of seats (facilities) in each facility and the number of people that can be used is registered. Specifically, information such as a seat number “01”, a seat type “table seat”, an available number of people “4” is included in one record.

The processor 120 includes an arithmetic and logic unit (such as a CPU) that processes arithmetic operations, logic operations, bit operations, and the like and various registers, and manages the order by executing various programs stored in storage means such as a ROM. Each part of the server 100 is centrally controlled. In addition, the processor 120 also executes a computer program (order management application) for managing the wait for turn in cooperation with the order management terminal 200.

The communication network N includes a communication network capable of transmitting and receiving information between the order management server 100 and the order management terminal 200. The communication network N is, for example, any one of the Internet, a LAN, a dedicated line, a telephone line, a corporate network, a mobile communication network, Bluetooth (registered trademark), WiFi (Wireless Fidelity), other communication lines, a combination thereof, and the like. It does not matter whether it is wired or wireless.

The order management terminal 200 can exchange data with the order management server 100 via the communication network N, such as a tablet terminal, a personal computer (PC), a notebook PC, a smartphone, a mobile phone, and a personal digital assistant (PDA). A terminal device can be used. Note that a plurality of order management terminals 200 can be used in one facility.

FIG. 2 is a block diagram showing the main configuration of the order management terminal 200. As shown in FIG. The order management terminal 200 includes a processor 210, an input device 215, a display device 216, a communication interface 220, and a storage resource 230. The order management terminal 200 accepts inputs such as registration and update to the waiting list by a user who has come to the facility or an employee of the facility operating the input device 215 such as a touch panel.

The processor 210 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 230 to execute the order management terminal 200. 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 215 is provided with various operation buttons and a touch panel 215a for accepting inputs such as acceptance to the waiting list and disappearance from the waiting list.

The display device 216 is a device for displaying a waiting list, a reception screen, and a status management screen, and is configured by a liquid crystal display, for example.

The communication interface 220 is a hardware module for connecting to the communication network N and communicating with other devices via the communication network N. The communication interface 220 is 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 230 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 230 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 230 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 220. In addition to these various programs and various data, the storage resource 230 stores a computer program (order management application) AP1 for managing the waiting in cooperation with the order management server 100 by being executed by the processor 210. Has been.

The POS server 300 is a server that manages POS data (facility status data) in each facility. The POS data includes OES (order entry system) data and cash register data transmitted from the POS cash register terminal 400. The POS server 300 is configured by a general-purpose computer, and a server function is realized by a predetermined server program running on the computer. The POS server 300 includes a processor 310, a communication interface 320, and a storage resource 330.

In the present embodiment, the order management server 100 obtains information on seats for which accounting has ended from the POS server 300, and uses this information when guiding the waiting group.

(Registration waiting for waiting)
First, the waiting-order reception registration process by the order management server 100 will be described with reference to the flowchart of FIG. A user who has visited a facility (here, restaurant A) can perform registration by operating the order management terminal 200 installed in the facility.

First, the order management terminal 200 receives information included in the waiting list registered in the status management table TA2 from the order management server 100 via the communication interface 220 (step S31).

Next, the order management terminal 200 causes the display device 216 to display an acceptance screen for accepting an order waiting (step S32). On the reception screen, for example, a list in which the information of the waiting list (the reception number of the person waiting for the turn and the current status information) is arranged in time series in the order of reception is displayed. In addition, the number of waiting groups currently waiting for the order is displayed.

The user performs a predetermined operation input on the displayed reception screen, and information necessary for reception of the waiting order (waiting item, number of users, whether there is a call (telephone or e-mail), and the contact information at the time of the call When the input of the telephone number or e-mail address is completed (step S33: YES), the order management terminal 200 displays a reception completion screen (step S34). On the reception completion screen, a reception number (waiting number), a waiting time at the present time, and the like are displayed. In addition, a message prompting to receive a turn ticket is displayed, and the user can receive a turn ticket printed from a printer connected to the turn management terminal 200.

The two-dimensional code associated with the receipt number is printed on the turn ticket. By reading the two-dimensional code printed on the turn ticket using the user's own mobile terminal, the user's current waiting state (current number of waiting groups and expected waiting time) is displayed on the display device of the mobile terminal. Etc.) is displayed. In addition, users can receive telephone or e-mail messages when the order arrives, or the order approaches when the order arrives by entering the phone number or e-mail address according to the guidance displayed by reading the two-dimensional code. Sometimes you can receive remind messages.

The confirmed new registration information is transmitted from the order management terminal 200 to the order management server 100 via the communication network N (step S35). When the order management server 100 receives new registration information from a certain facility, the order management server 100 performs a process of newly adding a set of waiting orders to the order waiting list of the facility, based on the received new registration information, and stores the status management table TA2. Update (step S36).

It should be noted that the user can also register for reception from his / her mobile terminal. In this case, the facility (restaurant A) that the user wants to use is accessed by accessing a dedicated website on the mobile terminal, and the reception screen for the facility is displayed. Thereafter, the same procedure as in the case of registering using the order management terminal 200 can be performed. If you use a mobile terminal, you can register for reception remotely from your home or away from home before actually going to the facility.

(Update waiting list)
The contents of each record in the waiting list of each facility are updated when the facility employee performs operations such as “cancel”, “change”, “call”, “guidance” using the order management terminal 200. The “Cancel” means canceling the waiting order, and “change” means changing the contents of the waiting order once input. In addition, “call” means that the group that has been ordered is called verbally or informed by telephone or call mail. “Guidance” actually corresponds to the group that has been ordered. It means that it is in the state which started.

The employee selects the waiting group to be updated from the waiting list displayed on the order management terminal 200, and any one of “call”, “cancel”, and “change” is selected for the selected waiting group. Perform the update operation. Information (for example, reception number “1”) for specifying the order waiting group to be updated and update operation information (for example, “call”) are uploaded from the order management terminal 200 to the order management server 100 via the communication network N. . The order management server 100 updates the waiting list for the facility based on the received information. For example, when the “calling” operation is performed on the reception number “1”, the status of the waiting group in the reception number “1” is updated to “calling”.

(Use of data from POS server)
Next, cooperation processing between the order management server 100 and the POS server 300 will be described with reference to the sequence diagram of FIG.

First, the order management server 100 transmits a POS data acquisition request to the POS server 300 periodically (for example, every one minute) (step S41). When the POS server 300 receives the POS data acquisition request, the current POS data is transmitted to the order management server 100 (step S42).

POS data includes, for example, “seat number”, “order reception time”, “order information”, and “register information” for each facility. The “order reception time” is the time when the order is received, and the “order information” is information on the ordered product. The “registration information” records the transaction end time received from the POS register terminal 400 at the timing when the transaction ends.

Upon receiving the POS data, the order management server 100 extracts the seat number in which the accounting end time is recorded in the “register information”, that is, the seat number that has become vacant (empty equipment) after the accounting is completed ( Step S43).
Next, the order management server 100 refers to the seat information management table TA3 of the facility, extracts a record corresponding to the seat number extracted in step S43, and acquires information on the type of seat and the number of available people (step) S44).

Next, the order management server 100 extracts a record whose status is “waiting” from the waiting list of the facility (step S45). Further, the order management server 100 sets the “seat type” and “available number of people” of the seat (vacant seat) for which the accounting extracted in step S44 is completed, and the “waiting item (seat type) of each record extracted in step S45. ) ”And“ number of people ”are compared (step S46).

Of the records extracted from the waiting list, the order management server 100 matches the “waiting item” with the “seat type” of the vacant seat and the “number of people” is less than the “available number of people” of the vacant seat. The record having the earliest “acceptance time” (the earliest registration order) is selected (step S47).

Next, the order management server 100 displays the vacant seat in the column of the record selected in step S47 on the status management screen displayed on the order management terminal 200 for the facility employee to update the waiting list. An alert is displayed together with the seat number (step S48).

FIG. 5 is a diagram illustrating a status management screen. The order management terminal 200 acquires information included in the order waiting list registered in the status management table TA2 from the order management server 100, and displays a status management screen on the display device 216.

As shown in FIG. 5, the status management screen displays the status information of the waiting groups registered in the waiting list in the order of acceptance. Specifically, the “reception number”, “reception time”, “number of people”, “desired seat type”, “status”, etc. of the waiting group are displayed.

Further, as shown in FIG. 5, the vacant seat number (“13” in the figure) is included in the queue of the turn waiting group corresponding to the record selected in step S47 (the line of the reception number “2” in the figure). ) Is displayed as an alert. In the example of FIG. 5, the group of the reception number “1” registers the waiting for the same table seat before the group of the reception number “2”, but the seat of the seat number “13” can be used. Since the number of persons is “4”, the group with the reception number “2” is selected. As described above, the employee can check the status management screen to check the information on the vacant seats and the waiting group to be guided to the seats.

When the employee guides the target waiting group to the seat, the employee updates the status of the waiting group to “Guided”. Specifically, if you swipe the corresponding queued line on the status management screen, you can operate “Call”, “Guidance”, “Cancel”, or “Change” for the specified queued group. An operation button for performing is displayed. When the employee taps “guidance” among the displayed operation buttons, status update information (information for identifying the record to be updated (reception number “2”)) and update operation content (“guidance”) are displayed in the order management server 100. )) Is transmitted, and the status of the corresponding record is updated to “Guided”.

When a waiting group is newly guided to a vacant seat, for example, a POS data managed by the POS server 300 (order information and cash register information on the guided seat) is operated by an employee taking an order by operating the OES terminal. Will also be updated. Therefore, the turn management server 100 determines that the seat is in use until the newly guided customer finishes his accounting.

As described above, according to the present embodiment, the order management server 100 acquires information on seats (vacant seats) for which accounting has ended periodically from the POS server 300, and the types of vacant seats, the number of available passengers, and the waiting list. By comparing the desired seat type and the number of people in each turn waiting group, the order waiting group that is most suitable for guiding to a vacant seat is selected in consideration of the reception order, and notified on the turn management terminal 200. Thereby, the employee can guide the most suitable waiting group to the vacant seat only by confirming the order management terminal 200. As described above, the employee can efficiently make the vacant seat in consideration of the order of reception by the simple processing in which the order management server 100 acquires the data held by the POS server 300 and collates with the information of the waiting list. It is possible to provide support so that customers can often guide waiting queues. In addition, the order management server 100 selects the waiting group to be guided and notifies the order management terminal 200 at the timing when the vacant seat is confirmed, so that the waiting passenger is not guided to the vacant seat and remains forever. Can be prevented.

In the above embodiment, the order management server 100 uses the POS data acquired from the POS server 300, but the data to be used is not limited to the POS data. For example, any data that can confirm that the accounting for each seat has been completed, such as cash register data that can be acquired from other various cash register systems, may be used. In the above embodiment, the end of the accounting is determined based on the accounting end time, but other information (such as sales amount) indicating that the accounting has been completed may be used.

Further, the present invention can be applied to waiting in turn at any facility that allocates equipment for providing services to users who have already arrived, in addition to guidance to seats in the restaurant as described above. For example, there may be a case where a user is guided to an attraction designated at an amusement facility, or a case where a user is guided to a window handling a designated item at a travel agency, a bank, a repair shop, or the like. In addition, in order to confirm that the use of facilities (seats, attractions, counters, etc.) has been completed (vacant), information other than whether or not accounting has been completed (information indicating that the attraction has ended) Or information indicating that the response at the window has been completed).

In the above example of restaurant seats, the waiting group for guidance is selected in consideration of the type of seats and the number of passengers. However, in the case of a travel agency, etc., only the type of window is considered. Just be fine. In the above example, if the number of people waiting for the turn is less than or equal to the number of seats available for vacant seats, the selection is made, but in order to increase the seat utilization efficiency, not only the upper limit of the number of people but also the lower limit is set. It may be set. For example, when the vacant seat is a seat that can be used up to 10 people, an order waiting group of 5 to 10 people may be selected.

Note that 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.

1000 ... Information processing system 100 ... Order management server 110 ... Management database 120 ... Processor 200 ... Order management terminal 210 ... Processor 215 ... Input device 215a ... Touch panel 216 ... Display device 220 ... Communication interface 230 ... Storage resource 300 ... POS server 310 ... Processor 320 ... Communication interface 330 ... Storage resource 400 ... POS register terminal TA1 ... Client management table TA2 ... Status management table TA3 ... Seat information management table N ... Communication network AP1 ... Order management application

Claims (7)

1. An information processing system for managing waiting in a facility,
   An order management server that manages the status of waiting for users who have been registered for waiting;
   A facility status management server that manages facility status data including information on the usage status of facilities allocated to users who have arrived in turn,
   The order management server
   An equipment status data acquisition unit that periodically acquires the equipment status data from the equipment status management server;
   Based on the equipment status data, a free equipment extraction unit that extracts free equipment that has been used, and
   An order waiting group selection unit for selecting an order waiting group for allocating the vacant equipment based on the condition of the equipment designated by each waiting group and the registration order of waiting order;
   An information processing system comprising: a notification unit that notifies information on a combination of a selected waiting group and an available facility to be allocated.
2. The facility usage information includes accounting information,
   The empty facility extraction unit
   The information processing system according to claim 1, wherein a facility for which accounting has ended is extracted based on the accounting information.
3. The waiting group selection unit
   The order waiting group with the earliest registration order is selected from the order waiting groups in which the designated facility type matches the type of the vacant facility from among the registered order waiting groups. Information processing system.
4. The waiting group selection unit
   Among the queued waiting groups registered, the type of the designated facility matches the type of the empty facility, and the number of each waiting group is less than or equal to the available number of the empty facilities, The information processing system according to any one of claims 1 to 3, wherein an order waiting group having the earliest registration order is selected.
5. The notification unit
   On the management terminal on which a list of waiting groups is displayed, which is used by the facility employees to manage the waiting status, information on the free facilities to be allocated is displayed in the selected waiting group field. The information processing system according to claim 1, wherein the information processing system is displayed.
6. An order management device for managing waiting in a facility,
   Waiting status management unit for managing the waiting status of users who have registered waiting,
   An equipment status data acquisition unit that periodically acquires the equipment status data from an equipment status management server that manages equipment status data including information on the usage status of equipment assigned to users who have arrived in turn;
   Based on the equipment status data, a free equipment extraction unit that extracts free equipment that has been used, and
   An order waiting group selection unit for selecting an order waiting group for allocating the vacant equipment based on the condition of the equipment designated by each waiting group and the registration order of waiting order;
   An order management apparatus comprising: a notification unit that notifies information on a combination of a selected waiting-for-order group and an available facility to be allocated.
7. A computer that manages the waiting time at the facility,
   Waiting status management unit for managing the waiting status of users who have registered waiting,
   An equipment status data acquisition unit that periodically acquires the equipment status data from an equipment status management server that manages equipment status data including information on the usage status of equipment assigned to users who have arrived in turn;
   Based on the equipment status data, a free equipment extraction unit that extracts free equipment that has been used, and
   An order waiting group selection unit for selecting an order waiting group for allocating the vacant equipment based on the condition of the equipment designated by each waiting group and the registration order of waiting order;
   A program that functions as a notifying unit for notifying information on a combination of a selected waiting group and an available facility to be allocated.

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