WO2019177128A1

WO2019177128A1 - Turn management system and program

Info

Publication number: WO2019177128A1
Application number: PCT/JP2019/010707
Authority: WO
Inventors: 丈弘渡瀬; 哲功新谷
Original assignee: 株式会社リクルート
Priority date: 2018-03-16
Filing date: 2019-03-14
Publication date: 2019-09-19
Also published as: JP6637538B2; JP2019160139A

Abstract

A turn management system (1000) for managing turn waiting in an establishment is provided with: an acceptance registering unit (120) which accepts turn waiting registrations in the establishment; a recommended stay area storage unit (110) which stores information relating to recommended stay areas in which, in accordance with an area in the establishment in which the turn waiting registration was accepted, and in accordance with a waiting time estimated at the time of registration, the registrant is recommended to stay during the waiting period; a terminal position information acquiring unit (120) which acquires a position information history of a terminal (300) held by the registrant who registered for turn waiting, for the duration of the waiting period; a stay area identifying unit (120) which, on the basis of the acquired position information history, identifies the area in which the registrant stayed longest during the waiting period; and a determining unit (120) which determines whether the area in which the registrant stayed longest matches the recommended stay area.

Description

Order management system and program

Cross-reference of related applications

This application is based on Japanese Patent Application No. 2018-49189 filed on March 16, 2018, the contents of which are incorporated herein by reference.

The present invention relates to a sequence management system 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 Literature 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 access the congestion of facilities from the Web, a telephone, or a store terminal. It states that you can check the situation and apply for a waiting list. In addition, it is described that notification is made by telephone or e-mail when the order of guidance approaches.

JP 2005-50002 A

In amusement facilities and shopping malls, customers can use other attractions and stores during the waiting time. In order to efficiently use other attractions and stores during the waiting time, it is desirable to provide appropriate guidance according to the current waiting time and location.

The present invention has been made in view of the above-described circumstances, and an object thereof is to enable an employee to provide appropriate guidance based on an analysis result of a user's waiting time behavior.

An order management system according to an embodiment of the present invention is an order management system that manages waiting for an order in a facility,
A reception registration unit that accepts registration waiting in the facility;
Recommended to hold information on the recommended stay area that recommends staying during the waiting time according to the area in the facility that has accepted registration waiting for waiting and the waiting time estimated at the time of registration A stay area storage unit;
A terminal location information acquisition unit for acquiring a history of location information during the waiting time of a terminal possessed by a registrant who has registered waiting;
Based on the acquired history of the location information, a stay area identifying unit that identifies the area where the registrant stayed the longest during the waiting time;
A determination unit configured to determine whether the longest staying area matches the recommended staying area.

In addition, when a registrant who has registered the waiting order reads the two-dimensional code printed on the turn ticket issued at the time of registration using the terminal, the reception number assigned at the time of registration from the terminal and the terminal The position information may be transmitted to the terminal position information acquisition unit.

In addition, for each area, an index achievement degree calculation unit that calculates a ratio of the number of registrants whose longest stay during the waiting time and the recommended stay area coincide with the total number of registrants in the area is provided. You may do it.

According to the present invention, it is possible to allow an employee to provide appropriate guidance based on the analysis result of the waiting time behavior of the user.

The figure which shows schematic structure of the order management system 1000 which concerns on embodiment of this 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 the order in the order management system 1000 which concerns on embodiment of this invention. The sequence diagram of the acquisition process of the action log | history of waiting time in the order management system 1000 which concerns on embodiment of this invention. The flowchart of the calculation process of the index achievement degree for every area in the order management system 1000 which concerns on embodiment of this invention. The figure which illustrates the log | history of the stay area in the waiting time recorded for every receipt number 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 amusement facility A will be described. However, in addition to this, management of waiting for waiting for facility users such as department stores, shopping malls, event venues, food courts, hospitals, banks, large mass retailers, etc. Applicable to any facility that performs.

FIG. 1 is a diagram showing a schematic configuration of an order management system 1000 according to the present embodiment. As shown in FIG. 1, the order management system 1000 includes an order management server 100 installed in a management center, an order management terminal 200 provided for each facility, and a user terminal 300 possessed by a facility user. . The order management server 100 is connected to the order management terminal 200 and the user terminal 300 via the communication network N.

The order management server 100 manages the waiting for the order registered through the order management terminal 200 and the user terminal 300 for each facility. Moreover, the order management server 100 manages the information of the action history (position information) during the waiting time of the user (registrant) who registered the waiting 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 terminal 200 may be installed in various places in the facility, or may be mounted on a portable terminal carried by a facility employee.

The order management server 100 is constituted by a general-purpose computer, and a server function is realized by a predetermined server program running 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 (recommended stay area storage unit) 110 for managing the order management terminal 200 for each facility, and a processor (acceptance registration unit, terminal location information acquisition unit, stay area identification unit, determination unit, Index achievement degree calculation unit) 120. The management database 110 includes a client management table TA1, a status management table TA2, and a behavior analysis 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, for example, “ID: A1...”, “Passcode: 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 in the waiting list includes a reception number “1”, a reception time “13:03”, a reception item “attraction X”, a reception area “area 1”, a status “calling”, and an initial waiting time “25 minutes”. Etc. are included. In addition, information such as a contact e-mail address and a telephone number can be included.

The reception items are items such as attractions that can be selected at the time of reception. The reception area is an area in the facility that has registered for reception, and generally coincides with the area where the selected reception item exists.

The status includes “waiting” which is the state before the turn arrives, “calling” which is informed that the turn has come, and “guided” which is the state in which the person who has come in the order is guided to the corresponding window Further, “cancelled” or the like 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 initial waiting time is the waiting time until arrival of the order estimated at the time of registration. The waiting time is calculated, for example, by multiplying the current number of waiting groups of the selected attraction by a predetermined waiting time per set.

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 behavior analysis information management table TA3, information on the area in each facility, recommended guidance information according to the waiting time for the user who has received in each area, and the actual time for each waiting time of the user who has received in each area Statistical information based on behavioral analysis is stored. Specifically, the area “area 1”, area range “start latitude / longitude (35.634694: 139.879127), end latitude / longitude (35.634014: 139.880297)”, and recommended stay area by waiting time “0 to 15 minutes: none in one record , 15-30 minutes: area 2, 30-60 minutes: area 2, 60 minutes or more: area 3 ”, index achievement“ 30% ”, and the like are included. For example, if the waiting time is relatively short, the area 2 where the souvenir shop is located can be guided, and if the waiting time is 1 hour or longer, the area 3 where the restaurant is located can be guided.

The area range is information that defines the range of the area in the facility. The recommended stay area by waiting time is an area that recommends that the users who have accepted in each area spend time before the turn arrives according to the initial waiting time. The index achievement level is a ratio in which the area where the user who has accepted in each area actually stays for the longest time during the waiting time matches the recommended staying area for each waiting time.

The information included in the behavior analysis information management table TA3 can be set and changed as appropriate by the manager of each facility.

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 user terminal 300 is a terminal such as a smartphone, a mobile phone, a tablet terminal, a personal computer (PC), a notebook PC, or a wearable device owned by a facility user. The user terminal 300 includes a processor 310, an input device 320 such as various operation buttons and a touch panel, a display device 330 such as a liquid crystal display, a communication interface 340 for connecting to the communication network N, a disk drive or a semiconductor memory (ROM, RAM, etc.). The storage resource 350 is provided. In addition to these various programs and various data, the storage resource 350 stores a computer program (dedicated application) for managing turn waiting in cooperation with the order management server 100. The user can register the waiting order for each facility or check the waiting state via a dedicated application or web browser installed in the user terminal 300.

(Registration waiting for waiting)
Next, the waiting-order reception registration process by the order management system 1000 will be described with reference to the flowchart of FIG. A user who visits a facility (here, amusement facility A) can perform registration by operating the order management terminal 200 in each area or the user terminal 300 owned by the user. When reception registration is performed with the user terminal 300 of the user, a facility (amusement facility A) that the user wants to use is selected through a dedicated application or a website, and a 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. Here, a case where registration is performed using the order management terminal 200 will be described as an example.

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.

When the user performs a predetermined operation input such as selection of an attraction on the displayed reception screen and the input of information necessary for reception of the waiting order is completed (step S33: YES), the order management terminal 200 has completed the reception. A screen is displayed (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. When the user reads the two-dimensional code printed on the turn ticket using his / her own user terminal 300, the user's current waiting state (the current number of waiting groups and predictions) is displayed on the display device of the user terminal 300. Wait time 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).

Employees at the facility will guide the recommended stay areas according to the waiting time to the users who have registered for reception. Specifically, based on the reception area of the user and the initial waiting time, the order management terminal 200 possessed by the employee is operated, and the recommended stay area classified by waiting time recorded in the behavior analysis information management table TA3. Get information. For example, when the reception is made in area 1 and the initial waiting time is 25 minutes, it is possible to recommend spending the waiting time in area 2 where the souvenir shop is located.

(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”.

(Acquisition of action history)
Next, the acquisition process of the waiting time action history of the user (registrant) by the order management system 1000 will be described with reference to the sequence diagram of FIG.

When the user who has registered the waiting order reads the two-dimensional code printed on the turn ticket using the user terminal 300 (step S101: YES), the user terminal 300 sends the terminal together with the reception number to the order management server 100. An identifier to be specified (MAC address, UDID, etc.) and current position information (positioning information by GPS (Global Positioning System), etc.) are transmitted (step S102).

The order management server 100 determines which area the user is currently staying based on the received location information, associates the reception number with the identifier of the terminal, and obtains the location information acquisition date and time for each terminal. An area history is recorded (step S103). Thereafter, position information is periodically transmitted from the user terminal 300 of the user to the order management server 100 (step S104), and the order management server 100 receives the position information acquisition date and time for each terminal every time the position information is received. The stay area is recorded (step S105).

(Calculation of indicator achievement)
Next, the index achievement level calculation processing for each area by the order management system 1000 will be described with reference to the flowchart of FIG.

The order management server 100 identifies the area where the user has stayed the longest during the waiting time based on the stay area history during the waiting time recorded for each terminal (step S201). FIG. 6 shows an example of a part of the stay area history during the waiting time of a user who received 120 minutes at the initial waiting time in the area 1. As shown in FIG. 6, the area where the user stayed the longest is the area 3 where the user stayed between 15:30 and 16:30.

Next, the order management server 100 determines whether or not the longest staying area matches the recommended staying area for each waiting time in the reception area of the user (step S202). As recorded in the behavior analysis information management table TA3, since the recommended stay area when the initial waiting time is 60 minutes or more is received in area 1, the recommended stay area for each waiting time is Judge that the actual stay area matches.

Next, the order management server 100 calculates, for each area, a ratio (indicator achievement level) that the area where the user who has accepted the service stays for the longest time matches the recommended stay area for each waiting time. Calculate (step S203). That is, for each area, the ratio of the number of waiting groups determined to match in step S202 to the total number of waiting groups is calculated. The calculated index achievement level is recorded in the behavior analysis information management table TA3. The calculation of the index achievement degree may be performed, for example, every day after the end of business, and the value of the behavior analysis information management table TA3 may be updated.

For facilities where the indicator achievement level is low (for example, less than 10%), that is, areas where the match rate between the user's actual stay area and the recommended stay area is low, the guidance method by employees is improved or the recommended stay You can review the area.

As described above, according to the present embodiment, it is recommended that the user stay during the waiting time according to the area in the facility that has accepted the waiting registration and the waiting time estimated at the time of registration. In addition to setting the recommended stay area to be acquired, the user terminal 300 possessed by the user acquires a history of positional information during the waiting time, and based on the acquired history, the user is the longest during the waiting time Judgment is made as to whether the stayed area and the recommended stay area match. Thereby, the action history during the waiting time of the user can be analyzed and utilized so that the employee can provide appropriate guidance.

In the present embodiment, the association between the user (waiting group) and the user terminal 300 is realized by the user reading the two-dimensional code printed on the turn ticket using the user terminal 300. The method of associating the user with the user terminal 300 is not limited to this. For example, when the user terminal 300 receives a beacon transmitted in each area, a dedicated application that transmits the reception number, the terminal identifier, and the current location information to the order management server 100 may be used. Good. If the dedicated application is used, even if the user does not read the two-dimensional code of the turn ticket, the reception number and the user terminal 300 can be reliably linked and the stay area of the user terminal 300 can be recorded.

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 ... Order management 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 ... User terminal 310 ... Processor 320 ... Input device 330 ... Display device 340 ... Communication interface 350 ... Storage resource TA1 ... Client management table TA2 ... Status management table TA3 ... Behavior analysis information management table N ... Communication network AP1 ... Order management application

Claims

An order management system for managing waiting in a facility,
A reception registration unit that accepts registration waiting in the facility;
Recommended to hold information on the recommended stay area that recommends staying during the waiting time according to the area in the facility that has accepted registration waiting for waiting and the waiting time estimated at the time of registration A stay area storage unit;
A terminal position information acquisition unit that acquires position information at a plurality of points in time during the waiting time of a terminal possessed by a registrant who has registered waiting,
Based on the acquired history of position information at the plurality of time points, a stay area identifying unit that identifies the area where the registrant stayed the longest during the waiting time;
The longest stayed area, the area in the facility that has received registration waiting for the registrant held in the recommended stay area storage unit, and the recommended stay area corresponding to the waiting time estimated at the time of registration And a determination unit that determines whether or not they match.
When a registrant who has registered for waiting for a turn reads the two-dimensional code printed on the turn ticket issued at the time of registration using the terminal, the receipt number given at the time of registration from the terminal and the position information of the terminal Is transmitted to the terminal position information acquisition unit.
For each area, an indicator achievement degree calculation unit that calculates the ratio of the number of registrants in which the recommended stay area matches the area that has stayed the longest during the waiting time to the total number of registrants in the area, The order management system according to claim 1 or 2.
Computer
A reception registration unit that accepts registration waiting in the facility;
Recommended to hold information on the recommended stay area that recommends staying during the waiting time according to the area in the facility that has accepted registration waiting for waiting and the waiting time estimated at the time of registration A stay area storage unit;
A terminal position information acquisition unit that acquires position information at a plurality of points in time during the waiting time of a terminal possessed by a registrant who has registered waiting,
Based on the acquired history of position information at the plurality of time points, a stay area identifying unit that identifies the area where the registrant stayed the longest during the waiting time;
The longest stayed area, the area in the facility that has received registration waiting for the registrant held in the recommended stay area storage unit, and the recommended stay area corresponding to the waiting time estimated at the time of registration A program that functions as a determination unit that determines whether or not the two match.