WO2021054171A1 - Order management system, order management device, and program - Google Patents

Order management system, order management device, and program Download PDF

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Publication number
WO2021054171A1
WO2021054171A1 PCT/JP2020/033770 JP2020033770W WO2021054171A1 WO 2021054171 A1 WO2021054171 A1 WO 2021054171A1 JP 2020033770 W JP2020033770 W JP 2020033770W WO 2021054171 A1 WO2021054171 A1 WO 2021054171A1
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waiting
time
facility
order management
user
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PCT/JP2020/033770
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French (fr)
Japanese (ja)
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丈弘 渡瀬
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株式会社リクルート
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    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q50/00—Information and communication technology [ICT] specially adapted for implementation of business processes of specific business sectors, e.g. utilities or tourism
    • G06Q50/10—Services

Definitions

  • the present invention relates to an order management system, an order management device, and a program.
  • Patent Document 1 describes a reservation management system that simultaneously provides a reservation management service to a plurality of facilities that can wait in line, and a user can make a waiting reservation from the Web, a telephone, or a store terminal. It is stated that you can apply. In addition, it is stated that the approximate waiting time is displayed on the store terminal.
  • the expected waiting time displayed on the store terminal is the sum of the average waiting time per group and the number of waiting groups.
  • times when services are stopped such as lunch breaks and equipment maintenance times, so if you calculate the waiting time uniformly without considering these times, it will not match the actual situation. There was a problem.
  • the present invention has been made in view of the circumstances described above, and one of the objects of the present invention is to be able to present an accurate waiting time to the user in consideration of the time zone during which the service cannot be provided.
  • the order management system is an order management system that manages a turn waiting in a facility, via a reception device that accepts registration of the waiting list in the facility by a user, and the reception device.
  • the waiting time is provided with a waiting information registration unit for registering the acquired waiting registration information in the waiting list of the facility and a waiting time calculation unit for calculating the expected waiting time to be presented to the user.
  • the calculation unit calculates the waiting time based on the number of registered waiting groups registered in the waiting list, and the estimated guidance time obtained by adding the waiting time to the current time is the time zone when the facility cannot be used. When it is included, the time obtained by adding the length of the time zone to the waiting time is defined as the expected waiting time.
  • approval information as to whether or not the arrival of the turn may be after the time zone is obtained from the user via the reception device.
  • the cancellation processing unit that performs the processing of canceling the registration in the waiting list may be provided.
  • the approval information acquisition unit may arrive in order from the user after the time zone. You may want to get the approval information of whether or not.
  • the approval information acquisition unit receives the user terminal via the user terminal possessed by the user.
  • Approval information may be obtained as to whether or not the arrival of the turn may be after the time zone.
  • FIG. 5 is a flowchart of a waiting reception registration process in the order management system 1 according to the embodiment of the present invention.
  • FIG. 5 is a diagram illustrating a reception completion screen when the expected guidance time in the order management system 1 according to the embodiment of the present invention is after the break time.
  • FIG. 1 is a diagram showing a schematic configuration of an order management system 1 according to the present embodiment.
  • the order management system 1 includes an order management server 100 installed in a management center or the like, an order management terminal (reception device) 200 installed near the entrance of a facility, and a user terminal 300. I'm out.
  • the order management server 100 is connected to the order management terminal 200 and the user terminal 300 via the communication network N.
  • one order management terminal 200 is shown in FIG. 1, a plurality of order management terminals 200 may actually be used in one facility.
  • the user of the facility can operate the turn management terminal 200 to register the waiting list at the facility.
  • the user terminal 300 can be operated to register the waiting time, confirm the waiting time, and receive a call when the turn comes.
  • the facility employee or the like operates the turn management terminal 200 to register the waiting list on behalf of the user, or update the status of the waiting list registered in the waiting list.
  • the order management server 100 manages the waiting list registered via the order management terminal 200 and the user terminal 300 for each facility. In the present embodiment, the management of waiting in line for one facility will be described as an example, but the order management server 100 is actually connected to the order management terminals 200 installed in a plurality of facilities and waits in line for each facility. Is in control.
  • the order management server 100 is composed of a general-purpose computer, and the server function is realized by operating a server program on the computer.
  • the computer constituting the order management server 100 does not necessarily have to be 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, and a processor (waiting time calculation unit, approval information acquisition unit, cancellation processing unit) 120.
  • the management database 110 includes a client management table TA1 and a status management table TA2.
  • a unique ID and passcode (account) assigned to the order management terminal 200 are registered for each facility. For example, "ID: A1 ", "Passcode: AA2 ", etc. are set as records of "Clinic A” in one record of the client management table TA1. This information is set, for example, by an administrator (for example, the owner of the facility) who manages the waiting list at each facility when the system is introduced.
  • an administrator for example, the owner of the facility
  • the same ID and passcode may be used, but for example, a plurality of IDs and passwords may be used properly according to certain conditions. ..
  • This waiting list includes a list of persons waiting in line (waiting group) and information (status information) indicating the waiting status of each waiting group.
  • One record in the waiting list includes information such as a reception number "1", a reception time "13:03", a reception item "internal medicine”, and a status "waiting”.
  • information such as a medical examination ticket number, insurance card number, name, and contact information (email address, telephone number) can be included.
  • the status includes "waiting”, which is the state before the turn has arrived, "calling”, which is the state of notifying that the turn has come, and "guided”, which is the state of actually guiding the person who has come to the seat. , And “cancelled”, which is a state in which the waiting list has been cancelled.
  • What kind of item is set as the status can be set and changed as appropriate by the manager of each facility.
  • the reception items here are the clinical departments (internal medicine, ophthalmology, otolaryngology, dermatology, etc.) that wish to receive a medical examination.
  • the information to be 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 the new registration information in the waiting list sent from the turn management terminal 200 or the status update information (details will be described later).
  • the processor 120 is composed of an arithmetic and logical operation unit (CPU, etc.) that processes arithmetic operations, logical operations, bit operations, and various registers, and various registers, and manages the order by executing various programs stored in a storage means such as a ROM. It centrally controls each part of the server 100.
  • the processor 120 also executes a computer program (order management application) for managing the waiting list in cooperation with the order management terminal 200 and the user terminal 300.
  • the communication network N includes a communication network capable of transmitting and receiving information to and from the order management server 100, the order management terminal 200, the user terminal 300, and the like.
  • the communication network N is, for example, any of the Internet, LAN, dedicated line, telephone line, corporate network, mobile communication network, Bluetooth (registered trademark), WiFi (Wireless Fidelity), other communication lines, and combinations thereof. It may be wired or wireless.
  • the order management terminal 200 is a tablet terminal, a personal computer (PC), a notebook PC, a smartphone, a mobile phone, a personal digital assistant (PDA), or any other device capable of exchanging data with the order management server 100 via a communication network N.
  • a terminal device can be used.
  • a plurality of order management terminals 200 can be used in one facility.
  • the order management terminal 200 is used as a terminal used by a user for registration of a waiting list, or as a terminal used by an employee for checking the contents of a waiting list and updating the status of each waiting group. Can be done.
  • the order management terminal 200 includes a processor 210, an input device 220, a display device 230, a communication interface 240, and a storage resource 250.
  • the order management terminal 200 accepts input such as registration to the waiting list and update of the status by operating the input device 220 such as a touch panel by the guest who came to the facility or the employee of the facility.
  • the processor 210 is composed of an arithmetic and logical operation unit (CPU, etc.) that processes arithmetic operations, logical operations, bit operations, and the like, and various registers. By executing various programs stored in the storage resource 250, the order management terminal 200 Centrally control each part of.
  • 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 220 is provided with various operation buttons and a touch panel for accepting inputs such as registration in the waiting list and update of status.
  • the display device 230 is a device for displaying a waiting list, a reception screen, and a status management screen, and is composed of, for example, a liquid crystal display.
  • the communication interface 240 is a hardware module for connecting to the communication network N and communicating with other devices via the communication network N.
  • the communication interface 240 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 250 is, for example, a logical device provided by a storage area of a physical device.
  • the physical device is, for example, a computer-readable recording medium such as a disk drive or semiconductor memory (ROM, RAM, etc.).
  • the storage resource 250 stores operating system programs, driver programs, various data, and the like.
  • Examples of the driver program include a communication interface driver program for controlling the communication interface 240.
  • a computer program (application) that manages the waiting list in cooperation with the order management server 100 by being executed by the processor 210 is stored.
  • the user terminal 300 is a terminal such as a smartphone, a mobile phone, a tablet terminal, a wearable device, or a notebook PC (personal computer) carried 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 a communication network N, a disk drive or a semiconductor memory (ROM, RAM, etc.). It has 350 memory resources such as.
  • the storage resource 350 stores a computer program (dedicated application) for using the service of the order management system 1.
  • reception registration waiting in line Next, the waiting reception registration process by the order management system 1 will be described with reference to the flowchart of FIG.
  • the user who performs reception registration operates the order management terminal 200 installed near the entrance of the facility to perform reception registration.
  • the order management terminal 200 receives the information of the waiting list registered in the status management table TA2 from the order management server 100 via the communication interface 240 (step S101).
  • the order management terminal 200 displays the reception guidance screen on the display device 230 based on the received information in the waiting list (step S102). On the reception guidance screen, the current number of waiting groups and the expected waiting time are displayed. The calculation method of the expected waiting time will be described later. In addition, a button to be touched when registering for reception and a message prompting the touch operation are displayed.
  • the reception registration screen is displayed (step S103).
  • selection of items required for reception registration a message prompting input, a selection button for a clinical department, and the like are displayed.
  • the user who wishes to make a call by telephone or e-mail can register the telephone number or e-mail address of the contact on the reception registration screen.
  • the order management terminal 200 transmits the new registration information to the order management server 100 (step S104).
  • the order management server 100 When the order management server 100 receives the new registration information from the order management terminal 200, the order management server 100 performs a process of adding a new set of waiting lists to the waiting list of the facility based on the received new registration information, and performs a process of adding a new set of waiting lists to the waiting list of the facility.
  • Update TA2 (step S105).
  • the order management server 100 causes the order management terminal 200 to display the reception completion screen (step S106). On the reception completion screen, the reception number, the estimated waiting time at the present time, etc. are displayed. In addition, a message prompting the user to receive the turn ticket is displayed, and the user can receive the turn ticket printed from the printer connected to the turn management terminal 200.
  • a two-dimensional code associated with the reception number is printed on the turn ticket.
  • the display device 330 of the user terminal 300 displays the current waiting status (current number of waiting groups, expected waiting time, etc.). ) Is displayed.
  • the user enters a telephone number or email address according to the guidance displayed by reading the two-dimensional code he / she receives a message by telephone or email when the turn arrives, or the turn is approaching. Sometimes you can receive reminders.
  • the expected waiting time is displayed on the reception screen and the reception completion screen after registration. Further, when a user who has registered a waiting list makes an inquiry from the user terminal 300, the display is displayed on the user terminal 300. The expected waiting time is calculated based on the latest number of waiting groups registered in the waiting list each time the display is performed.
  • the order management server 100 acquires the number of waiting groups registered in the waiting list (step S201).
  • the number of waiting groups is the number of records whose status is "waiting" among the records registered in the waiting list.
  • the order management server 100 calculates a temporary waiting time by multiplying the preset standard waiting time per waiting group by the acquired number of waiting groups (step S202). For example, when the standard waiting time is 15 minutes and the number of waiting groups is 2, the temporary waiting time is 30 minutes.
  • the order management server 100 calculates the expected guidance time by adding the temporary waiting time calculated to the current time (step S203). For example, if the current time is 11:33 and the temporary waiting time is 30 minutes, the expected guidance time is 12:03.
  • the order management server 100 determines whether or not the estimated guidance time is included in the time zone when the service is stopped (the time zone when the facility cannot be used) (step S204). For example, in clinic A, the break time is from 12:00 to 13:00, and when medical treatment is not performed during that time, it is determined whether or not the expected guidance time is within 12:00 to 13:00.
  • the order management server 100 sets the time obtained by adding the length of the above time zone to the temporary waiting time as the estimated waiting time (step). S205). For example, if the estimated guidance time is 12:03, it is included in the break time, so the estimated waiting time is 90 by adding the length of the break time (60 minutes) to the temporary waiting time (30 minutes). It will be a minute.
  • the order management server 100 uses the temporary waiting time as the expected waiting time (step S206). For example, if the expected guidance time is 11:50, the expected waiting time is 30 minutes.
  • the order management server 100 displays the calculated estimated waiting time on the reception screen, the reception completion screen after reception registration, the inquiry screen of the user terminal 300, and the like.
  • the reception screen may also display a message informing that there is a possibility of guidance after the break time.
  • FIG. 4 is a diagram illustrating a reception completion screen when the expected guidance time is after the break time.
  • a message M confirming whether the guidance may be after the break time and intention confirmation buttons B1 and B2 are displayed.
  • the user selects the button B1
  • the guidance is performed in the same order even after the break time.
  • the waiting time is shorter than expected and guidance can be provided before the break time (when other users' medical treatment ends earlier or cancellation occurs. In some cases, etc.), guidance may be given in order, and if guidance cannot be made by the break time, the waiting list may be cancelled.
  • the same screen as in FIG. 4 may be displayed on the user terminal 300 at that time to confirm the intention of whether or not the guidance may be after the break time.
  • the estimated guidance time enters the break time, but also from the estimated guidance time, it is necessary to inform that the guidance may be after the break time and to confirm the intention whether the guidance may be after the break time. It may be performed even when the time until the start time of the break time is short (for example, 5 minutes or less). If the expected guidance time is close to the start time of the break time, the guidance may not be possible by the break time even if the waiting time is slightly longer than expected, so that the user may be informed and confirmed in advance.
  • the contents of each record in the waiting list are updated when an employee of the facility operates the order management terminal 200 to update the status.
  • the status update process includes "cancel", “change”, “call”, and “guidance”.
  • "Cancel” means to cancel the waiting list
  • "change” means to change the contents of the waiting list once entered.
  • "call” means that the group whose turn has come is verbally called or notified by telephone or call mail, and "guidance” actually guides the group whose turn has come. It means that it is in a state.
  • the turn waiting group to be updated is selected from the waiting list displayed on the turn management terminal 200, and the selected waiting group is selected. Either update process is performed.
  • Information that identifies the waiting group to be updated for example, reception number "1" and update processing information (for example, "guidance") 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 of the facility based on the received information. For example, when the "guidance" operation is performed on the reception number "1", the status of the waiting group of the reception number "1" is updated to "guided".
  • the provisional waiting time is calculated based on the number of registered waiting groups registered in the waiting list, and the estimated guidance time is obtained by adding the provisional waiting time to the current time.
  • the estimated waiting time is set to the time obtained by adding the length of the break time, etc. to the temporary waiting time. As a result, it is possible to present an accurate estimated waiting time to the user in consideration of the time zone when the facility cannot be used.
  • the expected guidance time is included in the break time, etc., it is confirmed at the time of reception registration whether the guidance may be after the break time, etc., and it may be after the break time, etc.
  • cancellation processing was performed.
  • the arrival of the turn may not be in time for the start of the break time, it is possible to flexibly respond according to the wishes of the user.
  • the time from the expected guidance time to the start of the break time, etc. is less than the threshold value, it is confirmed at the time of reception registration whether the guidance may be after the break time, etc. As a result, if the waiting time is slightly longer than expected, it is possible to confirm the intention in advance for the user who may not arrive in time for the start of the break time.
  • the guidance is provided via the user terminal 300 possessed by the user, such as the break time. I tried to check if it could be after. As a result, it is possible to confirm the intention even for the user who has a possibility that the waiting time is longer than expected after the reception registration and the arrival of the turn is not in time for the start of the break time.
  • 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.
  • the above embodiments are merely exemplary in all respects and are not to be construed in a limited manner.
  • the above-mentioned processing steps can be arbitrarily changed in order or executed in parallel within a range that does not cause a contradiction in the processing contents.
  • Order management system 100 ... Order management server 110 ... Management database 120 ... Processor 200 ... Order management terminal 210 ... Processor 220 ... Input device 230 ... Display device 240 ... Communication interface 250 ... 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 N ... Communication network

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Abstract

The order management system that manages waiting in a facility is provided with a reception device that receives a waiting registration for the facility from a user, a waiting information registration unit that registers information on the waiting registration acquired via the reception device with the waiting list of the facility, and a waiting period calculation unit that calculates a predicted waiting period that is presented to the user. The waiting period calculation unit calculates a waiting period on the basis of the number of waiting registrations registered with the waiting list, and when a predicted service time obtained by adding the waiting period to the current time is included in a time slot in which the facility is unavailable, adds the length of the time slot to the waiting period to set the resultant period as the predicted waiting period.

Description

順番管理システム、順番管理装置、およびプログラムOrder management system, order management device, and program 関連出願の相互参照Cross-reference of related applications
　本出願は、２０１９年９月１７日に出願された日本出願番号２０１９－１６８６００号に基づくもので、ここにその記載内容を援用する。 This application is based on Japanese Application No. 2019-168600, which was filed on September 17, 2019, and the contents of the description are incorporated herein by reference.
　本発明は、順番管理システム、順番管理装置、およびプログラムに関する。 The present invention relates to an order management system, an order management device, and a program.
　従来、レストランやアミューズメント施設、病院、銀行、役所等においては、そのサービスを待つ顧客の順番待ちを管理するために、種々の順番管理システムが採用されている。
　例えば、特許文献１には、順番待ちのできる複数の施設に対して同時に予約管理サービスを提供する予約管理システムが記載されており、ユーザは、Ｗｅｂや、電話や、店頭端末から順番待ち予約の申し込みをできることが記載されている。また、店舗端末には、概算の待ち時間が表示されることが記載されている。 Conventionally, in restaurants, amusement facilities, hospitals, banks, government offices, etc., various order management systems have been adopted in order to manage the waiting list of customers waiting for the service.
For example, Patent Document 1 describes a reservation management system that simultaneously provides a reservation management service to a plurality of facilities that can wait in line, and a user can make a waiting reservation from the Web, a telephone, or a store terminal. It is stated that you can apply. In addition, it is stated that the approximate waiting time is displayed on the store terminal.
特開２００５－５０００２号公報Japanese Unexamined Patent Publication No. 2005-50002
　従来の順番管理システムにおいては、店舗端末に表示される予想待ち時間は、１組あたりの平均待ち時間に待ち組数を積算したものである。しかし、医療機関やアミューズメント施設などでは、昼休みや設備のメンテナンス時間など、サービスを停止する時間帯があるため、このような時間帯を考慮せずに一律に待ち時間を計算すると、実態と合わなくなるという問題があった。 In the conventional order management system, the expected waiting time displayed on the store terminal is the sum of the average waiting time per group and the number of waiting groups. However, at medical institutions and amusement facilities, there are times when services are stopped, such as lunch breaks and equipment maintenance times, so if you calculate the waiting time uniformly without considering these times, it will not match the actual situation. There was a problem.
　本発明は、以上説明した事情を鑑みてなされたものであり、サービスを提供できない時間帯を考慮して、利用者に正確な待ち時間を提示できるようにすることを目的の一つとする。 The present invention has been made in view of the circumstances described above, and one of the objects of the present invention is to be able to present an accurate waiting time to the user in consideration of the time zone during which the service cannot be provided.
　本発明の一実施形態に係る順番管理システムは、施設における順番待ちを管理する順番管理システムであって、利用者による前記施設への順番待ちの登録を受け付ける受付装置と、前記受付装置を介して取得した順番待ちの登録の情報を、前記施設の順番待ちリストに登録する順番待ち情報登録部と、前記利用者に提示する予想待ち時間を算出する待ち時間算出部と、を備え、前記待ち時間算出部は、前記順番待ちリストに登録されている順番待ち組の登録数に基づいて待ち時間を算出し、現在時刻に前記待ち時間を加算した予想案内時刻が、前記施設を利用できない時間帯に含まれる場合には、前記待ち時間に前記時間帯の長さを加算した時間を前記予想待ち時間とするものである。 The order management system according to an embodiment of the present invention is an order management system that manages a turn waiting in a facility, via a reception device that accepts registration of the waiting list in the facility by a user, and the reception device. The waiting time is provided with a waiting information registration unit for registering the acquired waiting registration information in the waiting list of the facility and a waiting time calculation unit for calculating the expected waiting time to be presented to the user. The calculation unit calculates the waiting time based on the number of registered waiting groups registered in the waiting list, and the estimated guidance time obtained by adding the waiting time to the current time is the time zone when the facility cannot be used. When it is included, the time obtained by adding the length of the time zone to the waiting time is defined as the expected waiting time.
　また、前記予想案内時刻が前記時間帯に含まれる場合には、前記受付装置を介して、前記利用者から、順番の到来が前記時間帯の後であってもよいかどうかの承認情報を取得する承認情報取得部と、順番の到来が前記時間帯の後であってもよいとの承認が得られなかった利用者については、前記時間帯の開始までに順番が到来しなかった場合には、前記順番待ちリストへの登録を取り消す処理を行う取消処理部と、を備えるようにしてもよい。 Further, when the predicted guidance time is included in the time zone, approval information as to whether or not the arrival of the turn may be after the time zone is obtained from the user via the reception device. For the approval information acquisition unit and the user who has not obtained the approval that the turn may arrive after the time zone, if the turn does not arrive by the start of the time zone, , The cancellation processing unit that performs the processing of canceling the registration in the waiting list may be provided.
　また、前記承認情報取得部は、前記予想案内時刻から前記時間帯の開始時刻までの時間が閾値以下の場合には、前記利用者から、順番の到来が前記時間帯の後であってもよいかどうかの承認情報を取得するようにしてもよい。 Further, when the time from the predicted guidance time to the start time of the time zone is equal to or less than the threshold value, the approval information acquisition unit may arrive in order from the user after the time zone. You may want to get the approval information of whether or not.
　また、前記承認情報取得部は、順番待ちの登録後に、前記予想案内時刻が前記時間帯に含まれるようになった場合には、当該利用者の所持するユーザ端末を介して、前記利用者から、順番の到来が前記時間帯の後であってもよいかどうかの承認情報を取得するようにしてもよい。 In addition, when the expected guidance time is included in the time zone after the registration of the waiting list, the approval information acquisition unit receives the user terminal via the user terminal possessed by the user. , Approval information may be obtained as to whether or not the arrival of the turn may be after the time zone.
　本発明によれば、サービスを提供できない時間帯を考慮して、利用者に正確な待ち時間を提示できるようにすることができる。 According to the present invention, it is possible to present an accurate waiting time to the user in consideration of the time zone during which the service cannot be provided.
本発明の実施形態に係る順番管理システム１の概略構成を示す図。The figure which shows the schematic structure of the order management system 1 which concerns on embodiment of this invention. 本発明の実施形態に係る順番管理システム１における順番待ちの受付登録処理のフローチャート。FIG. 5 is a flowchart of a waiting reception registration process in the order management system 1 according to the embodiment of the present invention. 本発明の実施形態に係る順番管理システム１における予想待ち時間の計算処理のフローチャート。The flowchart of the calculation process of the expected waiting time in order management system 1 which concerns on embodiment of this invention. 本発明の実施形態に係る順番管理システム１における予想案内時刻が休憩時間後になる場合の受付完了画面を例示する図。FIG. 5 is a diagram illustrating a reception completion screen when the expected guidance time in the order management system 1 according to the embodiment of the present invention is after the break time.
　以下、本発明の実施形態について図面を参照しつつ詳細に説明する。なお、同一の要素には同一の符号を付し、重複する説明を省略する。 Hereinafter, embodiments of the present invention will be described in detail with reference to the drawings. The same elements are designated by the same reference numerals, and duplicate description will be omitted.
　本実施形態では、クリニックＡにおける順番待ち管理の例について説明するが、その他、アミューズメント施設、ショッピングモール、イベント会場、レストラン、銀行、役所など、施設利用者の順番待ちの管理を行うあらゆる施設に適用できる。 In this embodiment, an example of waiting list management in Clinic A will be described, but it is applied to all facilities that manage waiting list of facility users, such as amusement facilities, shopping malls, event venues, restaurants, banks, and government offices. it can.
　図１は、本実施形態に係る順番管理システム１の概略構成を示す図である。図１に示すように、順番管理システム１は、管理センター等に設置された順番管理サーバ１００と、施設の入口付近などに設置された順番管理端末（受付装置）２００と、ユーザ端末３００を含んでいる。順番管理サーバ１００は、順番管理端末２００およびユーザ端末３００と通信ネットワークＮを介して接続されている。なお、図１には１つの順番管理端末２００が図示されているが、実際には１つの施設で複数の順番管理端末２００が使用されていてもよい。 FIG. 1 is a diagram showing a schematic configuration of an order management system 1 according to the present embodiment. As shown in FIG. 1, the order management system 1 includes an order management server 100 installed in a management center or the like, an order management terminal (reception device) 200 installed near the entrance of a facility, and a user terminal 300. I'm out. The order management server 100 is connected to the order management terminal 200 and the user terminal 300 via the communication network N. Although one order management terminal 200 is shown in FIG. 1, a plurality of order management terminals 200 may actually be used in one facility.
　施設（ここではクリニックＡ）の利用者は、順番管理端末２００を操作して、施設への順番待ちを登録することができる。また、ユーザ端末３００を操作して順番待ちの登録、待ち時間の確認、順番が来た際の呼出の受信などをすることができる。また、施設の従業者等は、順番管理端末２００を操作して、利用者に代わって順番待ちを登録したり、順番待ちリストに登録されている順番待ち組のステータスを更新したりする。 The user of the facility (clinic A in this case) can operate the turn management terminal 200 to register the waiting list at the facility. In addition, the user terminal 300 can be operated to register the waiting time, confirm the waiting time, and receive a call when the turn comes. In addition, the facility employee or the like operates the turn management terminal 200 to register the waiting list on behalf of the user, or update the status of the waiting list registered in the waiting list.
　順番管理サーバ１００は、順番管理端末２００やユーザ端末３００を介して登録される順番待ちを施設毎に管理する。本実施形態では、１つの施設の順番待ちの管理を例に説明するが、順番管理サーバ１００は、実際には複数の施設に設置されている順番管理端末２００と接続され、各施設の順番待ちを管理している。順番管理サーバ１００は、汎用的なコンピュータによって構成され、そのコンピュータにおいてサーバ用プログラムが動作することにより、サーバ機能を実現する。順番管理サーバ１００を構成するコンピュータは、必ずしも１台である必要はなく、通信ネットワークＮ上に分散する複数のコンピュータから構成されてもよい。 The order management server 100 manages the waiting list registered via the order management terminal 200 and the user terminal 300 for each facility. In the present embodiment, the management of waiting in line for one facility will be described as an example, but the order management server 100 is actually connected to the order management terminals 200 installed in a plurality of facilities and waits in line for each facility. Is in control. The order management server 100 is composed of a general-purpose computer, and the server function is realized by operating a server program on the computer. The computer constituting the order management server 100 does not necessarily have to be one, and may be composed of a plurality of computers distributed on the communication network N.
　順番管理サーバ１００は、施設ごとに順番管理端末２００を管理するための管理データベース１１０と、プロセッサ（待ち時間算出部、承認情報取得部、取消処理部）１２０と、を備えている。管理データベース１１０は、クライアント管理テーブルＴＡ１と、ステータス管理テーブルＴＡ２を備えている。 The order management server 100 includes a management database 110 for managing the order management terminal 200 for each facility, and a processor (waiting time calculation unit, approval information acquisition unit, cancellation processing unit) 120. The management database 110 includes a client management table TA1 and a status management table TA2.
　クライアント管理テーブルＴＡ１には、施設毎に、順番管理端末２００に対して付与されている固有のＩＤとパスコード（アカウント）が登録されている。クライアント管理テーブルＴＡ１の１レコードには、例えば「クリニックＡ」のレコードとして、「ＩＤ：Ａ１・・・」、「パスコード：ＡＡ２・・・」等が設定されている。これらの情報は、例えば、システム導入の際に各施設で順番待ちの管理を行う管理者（例えば、施設のオーナーなど）によって設定される。なお、１施設で複数の順番管理端末２００を利用する場合には、同一のＩＤとパスコードを利用してもよいが、例えば一定の条件に従い、複数のＩＤとパスワードを使い分けるようにしてもよい。 In the client management table TA1, a unique ID and passcode (account) assigned to the order management terminal 200 are registered for each facility. For example, "ID: A1 ...", "Passcode: AA2 ...", etc. are set as records of "Clinic A" in one record of the client management table TA1. This information is set, for example, by an administrator (for example, the owner of the facility) who manages the waiting list at each facility when the system is introduced. When using a plurality of order management terminals 200 in one facility, the same ID and passcode may be used, but for example, a plurality of IDs and passwords may be used properly according to certain conditions. ..
　ステータス管理テーブルＴＡ２には、各施設での順番待ちリストが登録されている。この順番待ちリストは、順番待ちをしている者（順番待ち組）の一覧と、各々の順番待ち組の待ち状況をあらわす情報（ステータス情報）が含まれる。順番待ちリストの１レコードには、受付番号「１」、受付時刻「１３：０３」、受付項目「内科」、ステータス「待ち中」等の情報が含まれている。その他、診察券番号、保険証番号、氏名、連絡先（メールアドレス、電話番号）などの情報も含むことができる。 In the status management table TA2, a waiting list at each facility is registered. This waiting list includes a list of persons waiting in line (waiting group) and information (status information) indicating the waiting status of each waiting group. One record in the waiting list includes information such as a reception number "1", a reception time "13:03", a reception item "internal medicine", and a status "waiting". In addition, information such as a medical examination ticket number, insurance card number, name, and contact information (email address, telephone number) can be included.
　ステータスには、順番到来前の状態である「待ち中」、順番が来たことを知らせた状態である「呼出中」、順番が来た者を実際に席に案内した状態である「案内済」、さらに順番待ちをキャンセルした状態である「取消済」等が含まれる。ステータスとしてどのような項目を設定するかは各施設の管理者等が適宜設定および変更可能となっている。受付項目は、ここでは受診を希望する診療科（内科、眼科、耳鼻科、皮膚科等）である。 The status includes "waiting", which is the state before the turn has arrived, "calling", which is the state of notifying that the turn has come, and "guided", which is the state of actually guiding the person who has come to the seat. , And "cancelled", which is a state in which the waiting list has been cancelled. What kind of item is set as the status can be set and changed as appropriate by the manager of each facility. The reception items here are the clinical departments (internal medicine, ophthalmology, otolaryngology, dermatology, etc.) that wish to receive a medical examination.
　なお、順番待ちリストに含める情報は、各施設の管理者等が適宜設定および変更可能となっている。順番待ちリストの内容は、順番管理端末２００から送信される順番待ちリストへの新規登録情報、またはステータスの更新情報（詳細は後述）に基づいて更新される。 The information to be 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 the new registration information in the waiting list sent from the turn management terminal 200 or the status update information (details will be described later).
　プロセッサ１２０は、算術演算、論理演算、ビット演算等を処理する算術論理演算ユニット（ＣＰＵなど）および各種レジスタから構成され、ＲＯＭ等の記憶手段に格納されている各種プログラムを実行することで順番管理サーバ１００の各部を中枢的に制御する。また、プロセッサ１２０は、順番管理端末２００、ユーザ端末３００と連携して順番待ちを管理するためのコンピュータプログラム（順番管理アプリケーション）も実行する。 The processor 120 is composed of an arithmetic and logical operation unit (CPU, etc.) that processes arithmetic operations, logical operations, bit operations, and various registers, and various registers, and manages the order by executing various programs stored in a storage means such as a ROM. It centrally controls each part of the server 100. The processor 120 also executes a computer program (order management application) for managing the waiting list in cooperation with the order management terminal 200 and the user terminal 300.
　通信ネットワークＮは、順番管理サーバ１００と順番管理端末２００、ユーザ端末３００との間などで、相互に情報を送受信可能な通信網を含む。通信ネットワークＮは、例えば、インターネット、ＬＡＮ、専用線、電話回線、企業内ネットワーク、移動体通信網、ブルートゥース（登録商標）、ＷｉＦｉ（Wireless Fidelity）、その他の通信回線、それらの組み合わせ等のいずれであってもよく、有線であるか無線であるかを問わない。 The communication network N includes a communication network capable of transmitting and receiving information to and from the order management server 100, the order management terminal 200, the user terminal 300, and the like. The communication network N is, for example, any of the Internet, LAN, dedicated line, telephone line, corporate network, mobile communication network, Bluetooth (registered trademark), WiFi (Wireless Fidelity), other communication lines, and combinations thereof. It may be wired or wireless.
　順番管理端末２００は、タブレット端末や、パーソナルコンピュータ（ＰＣ）、ノートＰＣ、スマートフォン、携帯電話機、携帯情報端末（ＰＤＡ）など、通信ネットワークＮを介して順番管理サーバ１００とデータの授受が可能なあらゆる端末装置を利用することができる。なお、順番管理端末２００は、１施設で複数台利用することもできる。順番管理端末２００は、利用者が順番待ちの受付登録のために利用する端末や、従業者が順番待ちリストの内容の確認や、各順番待ち組のステータスの更新操作に用いる端末として利用することができる。 The order management terminal 200 is a tablet terminal, a personal computer (PC), a notebook PC, a smartphone, a mobile phone, a personal digital assistant (PDA), or any other device capable of exchanging data with the order management server 100 via a communication network N. A terminal device can be used. A plurality of order management terminals 200 can be used in one facility. The order management terminal 200 is used as a terminal used by a user for registration of a waiting list, or as a terminal used by an employee for checking the contents of a waiting list and updating the status of each waiting group. Can be done.
　図１に示すように、順番管理端末２００は、プロセッサ２１０と、入力装置２２０と、表示装置２３０と、通信インタフェース２４０と、記憶資源２５０を備えている。順番管理端末２００は、施設に来たゲストや、施設の従業者がタッチパネルなどの入力装置２２０を操作することで、順番待ちリストへの登録やステータスの更新等の入力を受け付ける。 As shown in FIG. 1, the order management terminal 200 includes a processor 210, an input device 220, a display device 230, a communication interface 240, and a storage resource 250. The order management terminal 200 accepts input such as registration to the waiting list and update of the status by operating the input device 220 such as a touch panel by the guest who came to the facility or the employee of the facility.
　プロセッサ２１０は、算術演算、論理演算、ビット演算等を処理する算術論理演算ユニット（ＣＰＵなど）および各種レジスタから構成され、記憶資源２５０に格納されている各種プログラムを実行することで順番管理端末２００の各部を中枢的に制御する。各種レジスタは、例えば、プログラムカウンタ、データレジスタ、命令レジスタ、汎用レジスタ等である。 The processor 210 is composed of an arithmetic and logical operation unit (CPU, etc.) that processes arithmetic operations, logical operations, bit operations, and the like, and various registers. By executing various programs stored in the storage resource 250, the order management terminal 200 Centrally control each part of. The various registers are, for example, a program counter, a data register, an instruction register, a general-purpose register, and the like.
　入力装置２２０は、順番待ちリストへの登録やステータスの更新等の入力を受け付けるための各種操作ボタンやタッチパネルを備えている。 The input device 220 is provided with various operation buttons and a touch panel for accepting inputs such as registration in the waiting list and update of status.
　表示装置２３０は、順番待ちリストや、受付画面やステータス管理画面を表示するための装置であり、例えば液晶ディスプレイにより構成される。 The display device 230 is a device for displaying a waiting list, a reception screen, and a status management screen, and is composed of, for example, a liquid crystal display.
　通信インタフェース２４０は、通信ネットワークＮに接続し、通信ネットワークＮを介して他の装置と通信をするためのハードウェアモジュールである。通信インタフェース２４０は、例えば、ＩＳＤＮモデム、ＡＤＳＬモデム、ケーブルモデム、光モデム、ソフトモデム等の変調復調装置である。 The communication interface 240 is a hardware module for connecting to the communication network N and communicating with other devices via the communication network N. The communication interface 240 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.
　記憶資源２５０は、例えば、物理デバイスの記憶領域が提供する論理デバイスである。物理デバイスは、例えば、ディスクドライブまたは半導体メモリ（ＲＯＭ、ＲＡＭなど）等のコンピュータ読み取り可能な記録媒体である。 The storage resource 250 is, for example, a logical device provided by a storage area of a physical device. The physical device is, for example, a computer-readable recording medium such as a disk drive or semiconductor memory (ROM, RAM, etc.).
　記憶資源２５０には、オペレーティングシステムプログラム、ドライバプログラム、各種データ等が格納される。ドライバプログラムとしては、例えば、通信インタフェース２４０を制御するための通信インタフェースドライバプログラム等がある。また、記憶資源２５０には、これら各種プログラムや各種データのほか、プロセッサ２１０が実行することにより、順番管理サーバ１００と連携して順番待ちを管理するコンピュータプログラム（アプリケーション）が記憶されている。 The storage resource 250 stores operating system programs, driver programs, various data, and the like. Examples of the driver program include a communication interface driver program for controlling the communication interface 240. Further, in the storage resource 250, in addition to these various programs and various data, a computer program (application) that manages the waiting list in cooperation with the order management server 100 by being executed by the processor 210 is stored.
　ユーザ端末３００は、施設の利用者が携帯する、スマートフォン、携帯電話、タブレット端末、ウェアラブルデバイス、ノートＰＣ（パーソナルコンピュータ）などの端末である。ユーザ端末３００は、プロセッサ３１０、各種操作ボタンやタッチパネルなどの入力装置３２０、液晶ディスプレイなどの表示装置３３０、通信ネットワークＮに接続するための通信インタフェース３４０、ディスクドライブまたは半導体メモリ（ＲＯＭ、ＲＡＭなど）などの記憶資源３５０を備えている。記憶資源３５０には、これら各種プログラムや各種データのほか、順番管理システム１のサービスを利用するためのコンピュータプログラム（専用アプリ）が記憶されている。 The user terminal 300 is a terminal such as a smartphone, a mobile phone, a tablet terminal, a wearable device, or a notebook PC (personal computer) carried 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 a communication network N, a disk drive or a semiconductor memory (ROM, RAM, etc.). It has 350 memory resources such as. In addition to these various programs and various data, the storage resource 350 stores a computer program (dedicated application) for using the service of the order management system 1.
（順番待ちの受付登録）
　次に、順番管理システム１による順番待ちの受付登録処理について図２のフローチャートを用いて説明する。受付登録を行う利用者は、施設の入り口付近に設置された順番管理端末２００を操作して受付登録を行う。 (Reception registration waiting in line)
Next, the waiting reception registration process by the order management system 1 will be described with reference to the flowchart of FIG. The user who performs reception registration operates the order management terminal 200 installed near the entrance of the facility to perform reception registration.
　まず、順番管理端末２００は通信インタフェース２４０を介して、順番管理サーバ１００からステータス管理テーブルＴＡ２に登録されている順番待ちリストの情報を受信する（ステップＳ１０１）。 First, the order management terminal 200 receives the information of the waiting list registered in the status management table TA2 from the order management server 100 via the communication interface 240 (step S101).
　順番管理端末２００は、受信した順番待ちリストの情報に基づいて、表示装置２３０に受付案内画面を表示する（ステップＳ１０２）。受付案内画面には、現在の順番待ち組数や予想待ち時間などが表示される。予想待ち時間の算出方法については後述する。また、受付登録をする場合にタッチするボタンと、タッチ操作を促すメッセージなどが表示される。 The order management terminal 200 displays the reception guidance screen on the display device 230 based on the received information in the waiting list (step S102). On the reception guidance screen, the current number of waiting groups and the expected waiting time are displayed. The calculation method of the expected waiting time will be described later. In addition, a button to be touched when registering for reception and a message prompting the touch operation are displayed.
　利用者が、表示装置２３０に表示されたボタンにタッチすると、受付登録画面が表示される（ステップＳ１０３）。受付登録画面には、受付登録に必要な項目の選択、入力を促すメッセージや、診療科の選択ボタンなどが表示される。また、順番が到来した際に、電話やメールによる呼出しを希望する利用者は、受付登録画面において、連絡先の電話番号またはメールアドレスを登録することができる。 When the user touches the button displayed on the display device 230, the reception registration screen is displayed (step S103). On the reception registration screen, selection of items required for reception registration, a message prompting input, a selection button for a clinical department, and the like are displayed. In addition, when the turn comes, the user who wishes to make a call by telephone or e-mail can register the telephone number or e-mail address of the contact on the reception registration screen.
　表示された受付登録画面に対して利用者が操作入力を行い、順番待ちの受付登録に必要な情報（受信する診療科、保険証番号、診察券番号、連絡先等）の入力を完了すると、順番管理端末２００は、新規登録情報として、順番管理サーバ１００に送信する（ステップＳ１０４）。 When the user inputs the operation on the displayed reception registration screen and completes the input of the information required for the waiting reception registration (receiving clinical department, health insurance card number, medical examination ticket number, contact information, etc.), The order management terminal 200 transmits the new registration information to the order management server 100 (step S104).
　順番管理サーバ１００は、順番管理端末２００から新規登録情報を受信すると、受信した新規登録情報に基づいて、その施設の順番待ちリストに順番待ちを１組新たに追加する処理を行い、ステータス管理テーブルＴＡ２を更新する（ステップＳ１０５）。 When the order management server 100 receives the new registration information from the order management terminal 200, the order management server 100 performs a process of adding a new set of waiting lists to the waiting list of the facility based on the received new registration information, and performs a process of adding a new set of waiting lists to the waiting list of the facility. Update TA2 (step S105).
　順番管理サーバ１００は、順番管理端末２００に受付完了画面を表示させる（ステップＳ１０６）。受付完了画面には、受付番号や、現時点での予想待ち時間等が表示される。また、順番券を受け取るよう促すメッセージが表示され、利用者は、順番管理端末２００に接続されたプリンタから印刷される順番券を受け取ることができる。 The order management server 100 causes the order management terminal 200 to display the reception completion screen (step S106). On the reception completion screen, the reception number, the estimated waiting time at the present time, etc. are displayed. In addition, a message prompting the user to receive the turn ticket is displayed, and the user can receive the turn ticket printed from the printer connected to the turn management terminal 200.
　順番券には、受付番号と対応付けられた二次元コードが印刷されている。利用者が自身のユーザ端末３００を利用して順番券に印刷された二次元コードを読み取ると、ユーザ端末３００の表示装置３３０に、現在の順番待ち状況（現状の待ち組数や予想待ち時間など）が表示される。また、利用者が、二次元コードを読み込むことによって表示される案内にしたがって電話番号やメールアドレスを入力することにより、順番が到来した際に電話またはメールによるメッセージを受信したり、順番が近づいたときにリマインドメッセージを受信したりすることができる。 A two-dimensional code associated with the reception number is printed on the turn ticket. When the user uses his / her own user terminal 300 to read the two-dimensional code printed on the turn ticket, the display device 330 of the user terminal 300 displays the current waiting status (current number of waiting groups, expected waiting time, etc.). ) Is displayed. In addition, when the user enters a telephone number or email address according to the guidance displayed by reading the two-dimensional code, he / she receives a message by telephone or email when the turn arrives, or the turn is approaching. Sometimes you can receive reminders.
（予想待ち時間の計算）
　次に、順番管理システム１による予想待ち時間の計算処理について図３のフローチャートを用いて説明する。予想待ち時間は、受付画面や、受付登録後の受付完了画面に表示される。また、順番待ちを登録した利用者がユーザ端末３００から問い合わせを行った際に、ユーザ端末３００に表示される。予想待ち時間は、表示を行う度に、順番待ちリストに登録されている最新の順番待ち組数に基づいて算出される。 (Calculation of expected waiting time)
Next, the calculation process of the expected waiting time by the order management system 1 will be described with reference to the flowchart of FIG. The expected waiting time is displayed on the reception screen and the reception completion screen after registration. Further, when a user who has registered a waiting list makes an inquiry from the user terminal 300, the display is displayed on the user terminal 300. The expected waiting time is calculated based on the latest number of waiting groups registered in the waiting list each time the display is performed.
　順番管理サーバ１００は、順番待ちリストに登録されている順番待ち組数を取得する（ステップＳ２０１）。順番待ち組数は、順番待ちリストに登録されているレコードのうち、ステータスが「待ち中」であるレコードの件数である。 The order management server 100 acquires the number of waiting groups registered in the waiting list (step S201). The number of waiting groups is the number of records whose status is "waiting" among the records registered in the waiting list.
　順番管理サーバ１００は、予め設定された１待ち組当たりの目安待ち時間に、取得した順番待ち組数を掛けることにより、仮の待ち時間を算出する（ステップＳ２０２）。例えば、目安待ち時間が１５分、順番待ち組数が２組の場合には、仮の待ち時間は３０分となる。 The order management server 100 calculates a temporary waiting time by multiplying the preset standard waiting time per waiting group by the acquired number of waiting groups (step S202). For example, when the standard waiting time is 15 minutes and the number of waiting groups is 2, the temporary waiting time is 30 minutes.
　次に、順番管理サーバ１００は、現在時刻に算出した仮の待ち時間を加算することにより、予想案内時刻を算出する（ステップＳ２０３）。例えば、現在時刻が１１時３３分で、仮の待ち時間が３０分の場合は、予想案内時刻は１２時３分となる。 Next, the order management server 100 calculates the expected guidance time by adding the temporary waiting time calculated to the current time (step S203). For example, if the current time is 11:33 and the temporary waiting time is 30 minutes, the expected guidance time is 12:03.
　次に、順番管理サーバ１００は、予想案内時刻がサービスを停止する時間帯（施設を利用できない時間帯）に含まれていないか否かを判断する（ステップＳ２０４）。例えば、クリニックＡでは、１２時～１３時が休憩時間であり、その時間帯は診療を行わない場合には、予想案内時刻が１２時～１３時に入っていないか否かを判断する。 Next, the order management server 100 determines whether or not the estimated guidance time is included in the time zone when the service is stopped (the time zone when the facility cannot be used) (step S204). For example, in clinic A, the break time is from 12:00 to 13:00, and when medical treatment is not performed during that time, it is determined whether or not the expected guidance time is within 12:00 to 13:00.
　予想案内時刻が上記の時間帯に含まれる場合には（ステップＳ２０４：ＹＥＳ）、順番管理サーバ１００は、仮の待ち時間に上記時間帯の長さを加算した時間を予想待ち時間とする（ステップＳ２０５）。例えば、予想案内時刻が１２時３分であれば、休憩時間に含まれるため、予想待ち時間は、仮の待ち時間（３０分）に、休憩時間の長さ（６０分）を加算して９０分となる。 When the estimated guidance time is included in the above time zone (step S204: YES), the order management server 100 sets the time obtained by adding the length of the above time zone to the temporary waiting time as the estimated waiting time (step). S205). For example, if the estimated guidance time is 12:03, it is included in the break time, so the estimated waiting time is 90 by adding the length of the break time (60 minutes) to the temporary waiting time (30 minutes). It will be a minute.
　一方、予想案内時刻が上記の時間帯に含まれない場合には（ステップＳ２０４：ＮＯ）、順番管理サーバ１００は、仮の待ち時間をそのまま予想待ち時間とする（ステップＳ２０６）。例えば、予想案内時刻が１１時５０分であれば、予想待ち時間は３０分となる。 On the other hand, if the expected guidance time is not included in the above time zone (step S204: NO), the order management server 100 uses the temporary waiting time as the expected waiting time (step S206). For example, if the expected guidance time is 11:50, the expected waiting time is 30 minutes.
　順番管理サーバ１００は、算出された予想待ち時間を、受付画面や、受付登録後の受付完了画面、ユーザ端末３００の問い合わせ画面などに表示する。 The order management server 100 displays the calculated estimated waiting time on the reception screen, the reception completion screen after reception registration, the inquiry screen of the user terminal 300, and the like.
　なお、受付画面には、休憩時間後の案内になる可能性があることを知らせるメッセージを併せて表示するようにしてもよい。 The reception screen may also display a message informing that there is a possibility of guidance after the break time.
　また、予想案内時刻がサービスを停止する時間帯に含まれる場合、受付登録後の受付完了画面において、案内（順番の到来）が休憩時間後になってもよいかどうかの意思確認を行うようにしてもよい。図４は、予想案内時刻が休憩時間後になる場合の受付完了画面を例示する図である。図４に示すように、案内が休憩時間後になってもよいかどうかを確認するメッセージＭと、意思確認ボタンＢ１、Ｂ２が表示される。利用者がボタンＢ１を選択した場合には、案内が休憩時間後になってもそのまま順番どおりに案内する。一方、利用者がボタンＢ２を選択した場合には、予想よりも待ち時間が予想より短くなって休憩時間前に案内できる場合（他の利用者の診療が早く終わった場合や、キャンセルが出た場合等）には順番どおりに案内し、休憩時間までに案内できない場合には、順番待ちを取り消すようにしてもよい。 In addition, if the expected guidance time is included in the time zone when the service is stopped, the intention to confirm whether the guidance (arrival of the turn) may be after the break time is confirmed on the reception completion screen after the reception registration. May be good. FIG. 4 is a diagram illustrating a reception completion screen when the expected guidance time is after the break time. As shown in FIG. 4, a message M confirming whether the guidance may be after the break time and intention confirmation buttons B1 and B2 are displayed. When the user selects the button B1, the guidance is performed in the same order even after the break time. On the other hand, when the user selects button B2, the waiting time is shorter than expected and guidance can be provided before the break time (when other users' medical treatment ends earlier or cancellation occurs. In some cases, etc.), guidance may be given in order, and if guidance cannot be made by the break time, the waiting list may be cancelled.
　また、受付登録時に計算した予想案内時刻は休憩時間より前であっても、その後、他の利用者の診療に長い時間がかかった場合などには、待ち時間が当初の予想よりも長くなり、休憩時間までに案内できなくなる場合がある。このような場合には、その時点でユーザ端末３００に図４と同様の画面を表示し、案内が休憩時間後になってもよいかどうかの意思確認を行うようにしてもよい。 In addition, even if the estimated guidance time calculated at the time of reception registration is before the break time, if it takes a long time for other users to receive medical treatment after that, the waiting time will be longer than originally expected. It may not be possible to guide you by the break time. In such a case, the same screen as in FIG. 4 may be displayed on the user terminal 300 at that time to confirm the intention of whether or not the guidance may be after the break time.
　また、案内が休憩時間後になる可能性があることの周知や、案内が休憩時間後になってもよいかどうかの意思確認は、予想案内時刻が休憩時間に入る場合だけでなく、予想案内時刻から休憩時間の開始時刻までの時間が短い（例えば、５分以下）場合にも行うようにしてもよい。予想案内時刻が休憩時間の開始時刻に近い場合、待ち時間が予想よりも少し長くなっただけで休憩時間までに案内できなくなるため、予め周知や意思確認を行っておくようにしてもよい。 In addition, not only when the estimated guidance time enters the break time, but also from the estimated guidance time, it is necessary to inform that the guidance may be after the break time and to confirm the intention whether the guidance may be after the break time. It may be performed even when the time until the start time of the break time is short (for example, 5 minutes or less). If the expected guidance time is close to the start time of the break time, the guidance may not be possible by the break time even if the waiting time is slightly longer than expected, so that the user may be informed and confirmed in advance.
（順番待ちリストの更新）
　順番待ちリストの各レコードの内容は、施設の従業者が順番管理端末２００を操作してステータスの更新処理を行った際などに更新される。ステータスの更新処理には、「取消」、「変更」、「呼出」、「案内」が含まれる。「取消」は、順番待ちをキャンセルすることを意味し、「変更」は、いったん入力された順番待ちの内容を変更することを意味する。また、「呼出」は、順番が来た組を口頭で呼出したり、電話や呼出メールなどで知らせたりした状態であることを意味し、「案内」は、順番が来た組を実際に案内した状態であることを意味する。 (Update waiting list)
The contents of each record in the waiting list are updated when an employee of the facility operates the order management terminal 200 to update the status. The status update process includes "cancel", "change", "call", and "guidance". "Cancel" means to cancel the waiting list, and "change" means to change the contents of the waiting list once entered. In addition, "call" means that the group whose turn has come is verbally called or notified by telephone or call mail, and "guidance" actually guides the group whose turn has come. It means that it is in a state.
　従業者が順番管理端末２００を操作してステータスの更新処理を行う場合、順番管理端末２００に表示された順番待ちリストの中から、更新対象の順番待ち組を選択し、選択した順番待ち組に対していずれかの更新処理を行う。更新対象の順番待ち組を特定する情報（例えば受付番号「１」）と更新処理の情報（例えば「案内」）は、順番管理端末２００から通信ネットワークＮを介して順番管理サーバ１００にアップロードされる。順番管理サーバ１００は、受信した情報に基づき、当該施設の順番待ちリストを更新する。例えば、受付番号「１」に対して「案内」操作を行った場合には、受付番号「１」の順番待ち組のステータスが「案内済」に更新される。 When an employee operates the turn management terminal 200 to update the status, the turn waiting group to be updated is selected from the waiting list displayed on the turn management terminal 200, and the selected waiting group is selected. Either update process is performed. Information that identifies the waiting group to be updated (for example, reception number "1") and update processing information (for example, "guidance") 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 of the facility based on the received information. For example, when the "guidance" operation is performed on the reception number "1", the status of the waiting group of the reception number "1" is updated to "guided".
　以上のように、本実施形態によれば、順番待ちリストに登録されている順番待ち組の登録数に基づいて仮の待ち時間を算出し、現在時刻に仮の待ち時間を加算した予想案内時刻が、施設を利用できない時間帯（休憩時間等）に含まれる場合には、仮の待ち時間に休憩時間等の長さを加算した時間を予想待ち時間とするようにした。これにより、施設を利用できない時間帯を考慮して、利用者に正確な予想待ち時間を提示することができる。 As described above, according to the present embodiment, the provisional waiting time is calculated based on the number of registered waiting groups registered in the waiting list, and the estimated guidance time is obtained by adding the provisional waiting time to the current time. However, when it is included in the time zone when the facility cannot be used (break time, etc.), the estimated waiting time is set to the time obtained by adding the length of the break time, etc. to the temporary waiting time. As a result, it is possible to present an accurate estimated waiting time to the user in consideration of the time zone when the facility cannot be used.
　また、予想案内時刻が休憩時間等に含まれる場合には、受付登録時に、案内が休憩時間等の後であってもよいかどうかを確認し、休憩時間等の後であってもよいとの承認が得られなかった利用者については、休憩時間等に入るまでに案内できなかった場合には、キャンセル処理を行うようにした。これにより、順番の到来が休憩時間の開始に間に合わない可能性がある場合に、利用者の希望に応じて柔軟な対応を行うことができる。 In addition, when the expected guidance time is included in the break time, etc., it is confirmed at the time of reception registration whether the guidance may be after the break time, etc., and it may be after the break time, etc. For users who did not get approval, if they could not be guided by the time of breaks, etc., cancellation processing was performed. As a result, when there is a possibility that the arrival of the turn may not be in time for the start of the break time, it is possible to flexibly respond according to the wishes of the user.
　また、予想案内時刻から休憩時間等の開始までの時間が閾値以下の場合にも、受付登録時に、案内が休憩時間等の後であってもよいかどうかを確認するようにした。これにより、待ち時間が予想より少し延びると、順番の到来が休憩時間の開始に間に合わない可能性がある利用者に対し、事前に意思確認を行うことができる。 Also, even if the time from the expected guidance time to the start of the break time, etc. is less than the threshold value, it is confirmed at the time of reception registration whether the guidance may be after the break time, etc. As a result, if the waiting time is slightly longer than expected, it is possible to confirm the intention in advance for the user who may not arrive in time for the start of the break time.
　また、受付登録後に、待ち時間が予想よりも延びて予想案内時刻が休憩時間等に含まれるようになった場合には、当該利用者の所持するユーザ端末３００を介して、案内が休憩時間等の後であってもよいかどうかを確認するようにした。これにより、受付登録後に待ち時間が予想より延びて、順番の到来が休憩時間の開始に間に合わない可能性が出てきた利用者に対しても、意思確認を行うことができる。 In addition, if the waiting time is longer than expected and the expected guidance time is included in the break time or the like after the reception registration, the guidance is provided via the user terminal 300 possessed by the user, such as the break time. I tried to check if it could be after. As a result, it is possible to confirm the intention even for the user who has a possibility that the waiting time is longer than expected after the reception registration and the arrival of the turn is not in time for the start of the break time.
　なお、本発明は、上述した実施形態に限定されるものではなく、本発明の要旨を逸脱しない範囲内において、他の様々な形で実施することができる。このため、上記実施形態はあらゆる点で単なる例示にすぎず、限定的に解釈されるものではない。例えば、上述した各処理ステップは処理内容に矛盾を生じない範囲で任意に順番を変更し、または並列に実行することができる。 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 above embodiments are merely exemplary in all respects and are not to be construed in a limited manner. For example, the above-mentioned processing steps can be arbitrarily changed in order or executed in parallel within a range that does not cause a contradiction in the processing contents.
１…順番管理システム
１００…順番管理サーバ
１１０…管理データベース
１２０…プロセッサ
２００…順番管理端末
２１０…プロセッサ
２２０…入力装置
２３０…表示装置
２４０…通信インタフェース
２５０…記憶資源
３００…ユーザ端末
３１０…プロセッサ
３２０…入力装置
３３０…表示装置
３４０…通信インタフェース
３５０…記憶資源
ＴＡ１…クライアント管理テーブル
ＴＡ２…ステータス管理テーブル
Ｎ…通信ネットワーク 1 ... Order management system 100 ... Order management server 110 ... Management database 120 ... Processor 200 ... Order management terminal 210 ... Processor 220 ... Input device 230 ... Display device 240 ... Communication interface 250 ... 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 N ... Communication network

Claims (6)

  1. 　施設における順番待ちを管理する順番管理システムであって、
    　利用者による前記施設への順番待ちの登録を受け付ける受付装置と、
    　前記受付装置を介して取得した順番待ちの登録の情報を、前記施設の順番待ちリストに登録する順番待ち情報登録部と、
    　前記利用者に提示する予想待ち時間を算出する待ち時間算出部と、を備え、
    　前記待ち時間算出部は、
    　前記順番待ちリストに登録されている順番待ち組の登録数に基づいて待ち時間を算出し、現在時刻に前記待ち時間を加算した予想案内時刻が、前記施設を利用できない時間帯に含まれる場合には、前記待ち時間に前記時間帯の長さを加算した時間を前記予想待ち時間とする、順番管理システム。     It is a turn management system that manages the waiting list at the facility.
    A reception device that accepts registrations by users waiting in line at the facility,
    The waiting information registration unit that registers the waiting registration information acquired through the reception device in the waiting list of the facility, and the waiting information registration unit.
    It is provided with a waiting time calculation unit for calculating the expected waiting time to be presented to the user.
    The waiting time calculation unit
    When the waiting time is calculated based on the number of registered waiting groups registered in the waiting list, and the estimated guidance time obtained by adding the waiting time to the current time is included in the time zone when the facility cannot be used. Is an order management system in which the time obtained by adding the length of the time zone to the waiting time is set as the expected waiting time.
  2. 　前記予想案内時刻が前記時間帯に含まれる場合には、前記受付装置を介して、前記利用者から、順番の到来が前記時間帯の後であってもよいかどうかの承認情報を取得する承認情報取得部と、
    　順番の到来が前記時間帯の後であってもよいとの承認が得られなかった利用者については、前記時間帯の開始までに順番が到来しなかった場合には、前記順番待ちリストへの登録を取り消す処理を行う取消処理部と、を備えた請求項１に記載の順番管理システム。     When the predicted guidance time is included in the time zone, approval is obtained from the user via the reception device for approval information as to whether or not the arrival of the turn may be after the time zone. Information acquisition department and
    For users who have not been approved that their turn may arrive after the time zone, if the turn does not arrive by the start of the time zone, they will be placed on the waiting list. The order management system according to claim 1, further comprising a cancellation processing unit that performs processing for canceling registration.
  3. 　前記承認情報取得部は、
    　前記予想案内時刻から前記時間帯の開始時刻までの時間が閾値以下の場合には、前記利用者から、順番の到来が前記時間帯の後であってもよいかどうかの承認情報を取得する、請求項２に記載の順番管理システム。     The approval information acquisition department
    When the time from the predicted guidance time to the start time of the time zone is equal to or less than the threshold value, the user obtains approval information as to whether or not the turn may arrive after the time zone. The order management system according to claim 2.
  4. 　前記承認情報取得部は、
    　順番待ちの登録後に、前記予想案内時刻が前記時間帯に含まれるようになった場合には、当該利用者の所持するユーザ端末を介して、前記利用者から、順番の到来が前記時間帯の後であってもよいかどうかの承認情報を取得する、請求項２または３に記載の順番管理システム。     The approval information acquisition department
    When the expected guidance time is included in the time zone after the registration of the waiting list, the arrival of the turn from the user via the user terminal possessed by the user is in the time zone. The order management system according to claim 2 or 3, which obtains approval information as to whether or not it may be later.
  5. 　施設における順番待ちを管理する順番管理装置であって、
    　利用者による順番待ちの登録の情報を、前記施設の順番待ちリストに登録する順番待ち情報登録部と、
    　前記利用者に提示する予想待ち時間を算出する待ち時間算出部と、を備え、
    　前記待ち時間算出部は、
    　前記順番待ちリストに登録されている順番待ち組の登録数に基づいて待ち時間を算出し、現在時刻に前記待ち時間を加算した予想案内時刻が、前記施設を利用できない時間帯に含まれる場合には、前記待ち時間に前記時間帯の長さを加算した時間を前記予想待ち時間とする、順番管理装置。     It is a turn management device that manages the waiting list in the facility.
    The waiting information registration unit that registers the waiting registration information by the user in the waiting list of the facility,
    It is provided with a waiting time calculation unit for calculating the expected waiting time to be presented to the user.
    The waiting time calculation unit
    When the estimated guidance time, which is calculated by calculating the waiting time based on the number of registered waiting groups registered in the waiting list and adding the waiting time to the current time, is included in the time zone when the facility cannot be used. Is an order management device in which the time obtained by adding the length of the time zone to the waiting time is set as the expected waiting time.
  6. 　施設における順番待ちを管理するコンピュータを、
    　利用者による順番待ちの登録の情報を、前記施設の順番待ちリストに登録する順番待ち情報登録部と、
    　前記利用者に提示する予想待ち時間を算出する待ち時間算出部として機能させ、
    　前記待ち時間算出部は、
    　前記順番待ちリストに登録されている順番待ち組の登録数に基づいて待ち時間を算出し、現在時刻に前記待ち時間を加算した予想案内時刻が、前記施設を利用できない時間帯に含まれる場合には、前記待ち時間に前記時間帯の長さを加算した時間を前記予想待ち時間とする、プログラム。     A computer that manages the waiting list at the facility,
    The waiting information registration unit that registers the waiting registration information by the user in the waiting list of the facility,
    It functions as a waiting time calculation unit that calculates the expected waiting time presented to the user.
    The waiting time calculation unit
    When the waiting time is calculated based on the number of registered waiting groups registered in the waiting list, and the estimated guidance time obtained by adding the waiting time to the current time is included in the time zone when the facility cannot be used. Is a program in which the time obtained by adding the length of the time zone to the waiting time is set as the expected waiting time.
PCT/JP2020/033770 2019-09-17 2020-09-07 Order management system, order management device, and program WO2021054171A1 (en)

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Citations (4)

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Publication number Priority date Publication date Assignee Title
JP2010277270A (en) * 2009-05-27 2010-12-09 Chugoku Electric Power Co Inc:The Method and device for adjusting weighting factor of waiting time evaluation function
WO2016199891A1 (en) * 2015-06-12 2016-12-15 株式会社リクルートホールディングス Waitlist management system, waitlist management device, and waitlist management program
US20180240161A1 (en) * 2017-02-21 2018-08-23 Panasonic Intellectual Property Management Co., Ltd. System and method for next generation themepark navigation
US20180247270A1 (en) * 2017-02-28 2018-08-30 Panasonic Intellectual Property Management Co., Ltd. Theme park management system

Patent Citations (4)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
JP2010277270A (en) * 2009-05-27 2010-12-09 Chugoku Electric Power Co Inc:The Method and device for adjusting weighting factor of waiting time evaluation function
WO2016199891A1 (en) * 2015-06-12 2016-12-15 株式会社リクルートホールディングス Waitlist management system, waitlist management device, and waitlist management program
US20180240161A1 (en) * 2017-02-21 2018-08-23 Panasonic Intellectual Property Management Co., Ltd. System and method for next generation themepark navigation
US20180247270A1 (en) * 2017-02-28 2018-08-30 Panasonic Intellectual Property Management Co., Ltd. Theme park management system

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