WO2021066093A1 - Turn management system, turn management device, and program - Google Patents

Turn management system, turn management device, and program Download PDF

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Publication number
WO2021066093A1
WO2021066093A1 PCT/JP2020/037416 JP2020037416W WO2021066093A1 WO 2021066093 A1 WO2021066093 A1 WO 2021066093A1 JP 2020037416 W JP2020037416 W JP 2020037416W WO 2021066093 A1 WO2021066093 A1 WO 2021066093A1
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Prior art keywords
waiting
expected
registration
groups
facility
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PCT/JP2020/037416
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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
    • G06Q10/00—Administration; Management
    • G06Q10/02—Reservations, e.g. for tickets, services or events
    • 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.
  • waiting registration is not accepted by only one terminal, and there are also a plurality of other terminals and online registration. For this reason, if another person registers first from another terminal or online while operating the reception, there will be a difference between the expected waiting time presented at the beginning and the expected waiting time when registration is completed. There was a problem that.
  • the present invention has been made in view of the circumstances described above, and one of the objects of the present invention is to present an accurate expected waiting time to a user in consideration of registration from another terminal or online.
  • the order management system is an order management system that manages the waiting list in a facility, and is a plurality of reception terminals that accept registration of the waiting list in the facility by a user, and each reception terminal.
  • the order management server is provided with an order management server for registering the waiting registration information acquired through the above facility in the waiting list of the facility, and the order management server is a reception terminal in which an operation for registering the waiting order is in progress.
  • the expected waiting time calculation unit includes a registration expected number of groups calculation unit that calculates the number of expected registration groups based on the number of the above, and an expected waiting time calculation unit that calculates the expected waiting time to be presented to the user. , The expected waiting time is calculated based on the number of waiting groups registered in the waiting list and the expected number of registered waiting groups.
  • the order management device is an order management device that manages the waiting list in the facility, and is the number of reception terminals in which the operation for registering the waiting list in the facility by the user is in progress.
  • the estimated waiting time calculation unit includes a registration expected number of groups calculation unit that calculates the expected registration number of groups and an expected waiting time calculation unit that calculates the expected waiting time to be presented to the user. The expected waiting time is calculated based on the number of waiting groups registered in the waiting list for recording the information of the waiting registration acquired via the reception terminal and the expected number of registration waiting groups.
  • the computer that manages the waiting list in the facility is expected to be registered based on the number of reception terminals in which the operation for registering the waiting list in the facility by the user is in progress.
  • the expected number of registered groups calculation unit for calculating the number of groups and the expected waiting time calculation unit for calculating the expected waiting time presented to the user are made to function, and the expected waiting time calculation unit is operated via the reception terminal.
  • the expected waiting time is calculated based on the number of waiting groups registered in the waiting list for recording the information on the registration of waiting waiting and the number of expected registration groups.
  • 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.
  • waiting list management in restaurant A is applied to all facilities that manage waiting list of facility users, such as amusement facilities, shopping malls, event venues, banks, hospitals, and government offices. it can.
  • 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, and an order management terminal (reception terminal, facility reception terminal) 200 installed near the entrance of the facility. , User terminal (reception terminal) 300 is included.
  • 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 are actually used in one facility.
  • the user of the facility can operate the turn management terminal 200 to register the waiting list for 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 (estimated number of registered groups calculation unit, expected waiting time calculation 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 the record of "Restaurant 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 of the waiting list includes information such as the reception number "1", the reception time "13:03", the reception item "terrace seat”, the number of people "4", and the status "waiting".
  • information such as 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 types of seats desired (terrace seats, tables, counters, private rooms, etc.).
  • 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, leased 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) owned by a user of the facility.
  • 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.
  • 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 selection of items required for reception registration, a message prompting input, a button for inputting the type of seat and the number of people, etc. 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 When the user inputs an operation on the displayed reception registration screen and completes the input of the information (cough type, number of people, contact information, etc.) required for the waiting reception registration, the order management terminal 200 is new. It is transmitted to the order management server 100 as registration information (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 list 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 list to the order waiting list.
  • 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 the user 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, it is displayed on the user terminal 300. The expected waiting time is calculated 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 also measures the number of users who are proceeding with the registration of waiting in line (step S202). Specifically, first, among the other order management terminals 200 used in the facility, the number of terminals displaying the reception registration screen is measured (the number of users during the registration operation at the in-store terminal). Further, the order management server 100 measures the number of sessions accessing the online reception registration site (the number of users during the online registration operation). The order management server 100 calculates the total value of the number of users during the registration operation on the in-store terminal and the number of users during the online registration operation as the number of users who are proceeding with the registration waiting in line. For example, if the number of users during the registration operation on the in-store terminal is "2" and the number of users during the online registration operation is "3", the number of users who are proceeding with the waiting registration is "5".
  • the order management server 100 calculates a value obtained by multiplying the number of users who are proceeding with the waiting registration measured in step S202 by a certain percentage (for example, 80%) as the expected number of registered groups (step S203). For example, when the number of users who are proceeding with the waiting registration is "5", the number of expected registration groups can be "4".
  • the order management server 100 multiplies the sum of the number of waiting groups acquired in step S201 and the expected number of registered registration groups calculated in step S203 by a preset standard waiting time per waiting group (for example, 10 minutes). As a result, the expected waiting time is calculated (step S204). For example, when the number of waiting groups is "3" and the expected number of registered groups is "4", the expected waiting time is 7 groups x 10 minutes, which is "70 minutes”.
  • the order management server 100 has a certain percentage of the number of sessions accessing the facility's online site (for example, store introduction page, menu introduction page, etc.) even if the reception registration operation is not performed online. For example, the number multiplied by 20%) may be included in the expected number of registered groups. It is desirable that the ratio here is smaller than the ratio multiplied by the number of users during the reception operation. For example, when the number of sessions browsing the site is "10", two groups may be added to the number of expected registration groups. Of the users accessing the site, only those who are within a certain distance from the facility (for example, within 10 km) may be counted.
  • 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 (step S205).
  • 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 expected waiting time not only the actual number of waiting groups registered in the waiting list but also the number of users who are registering on other terminals or online ( The number of expected registration groups) was also taken into consideration. This prevents a difference between the initially presented expected waiting time and the expected waiting time at the time of registration completion because another user completes the registration first while operating the reception, making it more accurate. Expected waiting time can be provided.
  • the number of users who are registering on other terminals or online is multiplied by a certain percentage and added to the actual number of waiting groups as the expected number of registrations. As a result, it is possible to calculate a more accurate expected waiting time by considering the number of users who cancel the registration in the middle of the operation and before and after the timing when the registration is completed.
  • the value obtained by multiplying the number of users accessing the online site of the facility by a certain percentage is added as the expected number of registered groups. As a result, it is possible to calculate the expected waiting time by anticipating a certain number of users who may start reception registration from now on.
  • the usage of the order management terminal 200 for reception is divided, only terminals with the same usage may be added to the expected number of registered groups. For example, when the order management terminal 200 for reception is different for each clinical department in a hospital or the like, only the number of terminals used for the same clinical department may be counted.
  • 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

A turn management system for managing turn waiting at a facility, the system comprising a plurality of acceptance terminals for accepting the registration of turn waiting at the facility by a user, and a turn management server for registering turn-waiting registration information acquired via the respective acceptance terminals in the waiting list of the facility. The turn management server is provided with an expected group registration count calculation unit for calculating the number of groups expected to register on the basis of the number of acceptance terminals at which a turn-waiting registration operation is in progress, and an estimated wait time calculation unit for calculating an estimated wait time that is presented to the user, the estimated wait time calculation unit calculating the estimated wait time on the basis of the number of turn-waiting groups registered in the waiting list and the number of groups expected to register.

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１０月３日に出願された日本出願番号２０１９－１８２６９１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. 2019-182691 filed on October 3, 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、通常、順番待ちの登録は、１台の端末のみで受け付けるわけではなく、複数の他の端末やオンライン登録などもある。このため、受付の操作をしている間に、他の端末やオンラインから他者が先に登録をしてしまうと、最初に提示された予想待ち時間と、登録完了時の予想待ち時間に差が生じ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, normally, waiting registration is not accepted by only one terminal, and there are also a plurality of other terminals and online registration. For this reason, if another person registers first from another terminal or online while operating the reception, there will be a difference between the expected waiting time presented at the beginning and the expected waiting time when registration is completed. There was a problem that.
　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、他の端末やオンラインからの登録も考慮して、利用者に正確な予想待ち時間を提示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 present an accurate expected waiting time to a user in consideration of registration from another terminal or online.
　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複数の受付端末と、各々の受付端末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管理サーバと、を備え、前記順番管理サーバは、順番待ちの登録のための操作が進行中の受付端末の数に基づいて、登録見込み組数を算出する登録見込み組数算出部と、前記利用者に提示する予想待ち時間を算出する予想待ち時間算出部と、を備え、前記予想待ち時間算出部は、前記順番待ちリストに登録されている順番待ち組数と、前記登録見込み組数に基づいて予想待ち時間を算出するものである。 The order management system according to the embodiment of the present invention is an order management system that manages the waiting list in a facility, and is a plurality of reception terminals that accept registration of the waiting list in the facility by a user, and each reception terminal. The order management server is provided with an order management server for registering the waiting registration information acquired through the above facility in the waiting list of the facility, and the order management server is a reception terminal in which an operation for registering the waiting order is in progress. The expected waiting time calculation unit includes a registration expected number of groups calculation unit that calculates the number of expected registration groups based on the number of the above, and an expected waiting time calculation unit that calculates the expected waiting time to be presented to the user. , The expected waiting time is calculated based on the number of waiting groups registered in the waiting list and the expected number of registered waiting groups.
　本発明の一実施形態に係る順番管理装置は、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、利用者による前記施設への順番待ちの登録のための操作が進行中の受付端末の数に基づいて、登録見込み組数を算出する登録見込み組数算出部と、前記利用者に提示する予想待ち時間を算出する予想待ち時間算出部と、を備え、前記予想待ち時間算出部は、前記受付端末を介して取得した順番待ちの登録の情報を記録する順番待ちリストに登録されている順番待ち組数と、前記登録見込み組数に基づいて、予想待ち時間を算出するものである。 The order management device according to the embodiment of the present invention is an order management device that manages the waiting list in the facility, and is the number of reception terminals in which the operation for registering the waiting list in the facility by the user is in progress. The estimated waiting time calculation unit includes a registration expected number of groups calculation unit that calculates the expected registration number of groups and an expected waiting time calculation unit that calculates the expected waiting time to be presented to the user. The expected waiting time is calculated based on the number of waiting groups registered in the waiting list for recording the information of the waiting registration acquired via the reception terminal and the expected number of registration waiting groups.
　本発明の一実施形態に係るプログラムは、施設における順番待ちを管理するコンピュータを、利用者による前記施設への順番待ちの登録のための操作が進行中の受付端末の数に基づいて、登録見込み組数を算出する登録見込み組数算出部と、前記利用者に提示する予想待ち時間を算出する予想待ち時間算出部と、して機能させ、前記予想待ち時間算出部は、前記受付端末を介して取得した順番待ちの登録の情報を記録する順番待ちリストに登録されている順番待ち組数と、前記登録見込み組数に基づいて、予想待ち時間を算出するものである。 In the program according to the embodiment of the present invention, the computer that manages the waiting list in the facility is expected to be registered based on the number of reception terminals in which the operation for registering the waiting list in the facility by the user is in progress. The expected number of registered groups calculation unit for calculating the number of groups and the expected waiting time calculation unit for calculating the expected waiting time presented to the user are made to function, and the expected waiting time calculation unit is operated via the reception terminal. The expected waiting time is calculated based on the number of waiting groups registered in the waiting list for recording the information on the registration of waiting waiting and the number of expected registration groups.
　本発明によれば、他の端末やオンラインからの登録も考慮して、利用者に正確な予想待ち時間を提示することができる。 According to the present invention, it is possible to present an accurate expected waiting time to the user in consideration of registration from other terminals or online.
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.
　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、レストラン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、銀行、病院、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 restaurant 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, banks, hospitals, 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（受付端末、施設の受付用端末）２００と、ユーザ端末（受付端末）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が使用されている。 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, and an order management terminal (reception terminal, facility reception terminal) 200 installed near the entrance of the facility. , User terminal (reception terminal) 300 is included. 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 are actually used in one facility.
　施設（ここではレストラン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 (restaurant A in this case) can operate the turn management terminal 200 to register the waiting list for 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（登録見込み組数算出部、予想待ち時間算出部）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 (estimated number of registered groups calculation unit, expected waiting time calculation 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「レストラン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 the record of "Restaurant 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「テラス席」、人数「４」、ステータス「待ち中」等の情報が含まれている。その他、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 of the waiting list includes information such as the reception number "1", the reception time "13:03", the reception item "terrace seat", the number of people "4", and the status "waiting". In addition, information such as 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、ここでは希望する席の種類（テラス席、テーブル、カウンター、個室等）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 types of seats desired (terrace seats, tables, counters, private rooms, etc.).
　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, leased 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、施設の利用者が所有する、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) owned by a user of the facility. 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。ここでは、利用者が店舗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場合を例に説明する。 (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. Here, a case where the user operates the order management terminal 200 installed near the entrance of the store to perform reception registration will be described as an example.
　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、席の種類や人数を入力する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 button for inputting the type of seat and the number of people, etc. 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（咳の種類、人数、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 an operation on the displayed reception registration screen and completes the input of the information (cough type, number of people, contact information, etc.) required for the waiting reception registration, the order management terminal 200 is new. It is transmitted to the order management server 100 as registration information (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 list 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 list to the order waiting list. 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 reads the two-dimensional code printed on the turn ticket using his / her own user terminal 300, 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, the user 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, it is displayed on the user terminal 300. The expected waiting time is calculated 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.
　次に、順番管理サーバ１００は、他に、順番待ちの登録を進めているユーザ数を計測する（ステップＳ２０２）。具体的には、まず、施設で利用されている他の順番管理端末２００のうち、受付登録画面を表示している端末の数を計測する（店内端末での登録操作中ユーザ数）。さらに、順番管理サーバ１００は、オンラインの受付登録用のサイトにアクセスしているセッション数（オンラインでの登録操作中ユーザ数）を計測する。順番管理サーバ１００は、店内端末での登録操作中ユーザ数とオンラインでの登録操作中ユーザ数を合算した値を、順番待ちの登録を進めているユーザ数として算出する。例えば、店内端末での登録操作中ユーザ数が「２」、オンラインでの登録操作中ユーザ数が「３」であれば、順番待ちの登録を進めているユーザ数は「５」となる。 Next, the order management server 100 also measures the number of users who are proceeding with the registration of waiting in line (step S202). Specifically, first, among the other order management terminals 200 used in the facility, the number of terminals displaying the reception registration screen is measured (the number of users during the registration operation at the in-store terminal). Further, the order management server 100 measures the number of sessions accessing the online reception registration site (the number of users during the online registration operation). The order management server 100 calculates the total value of the number of users during the registration operation on the in-store terminal and the number of users during the online registration operation as the number of users who are proceeding with the registration waiting in line. For example, if the number of users during the registration operation on the in-store terminal is "2" and the number of users during the online registration operation is "3", the number of users who are proceeding with the waiting registration is "5".
　次に、順番管理サーバ１００は、ステップＳ２０２で計測した順番待ちの登録を進めているユーザ数に一定割合（例えば８０％）を掛けた値を、登録見込み組数として算出する（ステップＳ２０３）。例えば、順番待ちの登録を進めているユーザ数が「５」の場合、登録見込み組数は「４」とすることができる。 Next, the order management server 100 calculates a value obtained by multiplying the number of users who are proceeding with the waiting registration measured in step S202 by a certain percentage (for example, 80%) as the expected number of registered groups (step S203). For example, when the number of users who are proceeding with the waiting registration is "5", the number of expected registration groups can be "4".
　順番管理サーバ１００は、ステップＳ２０１で取得した順番待ち組数とステップＳ２０３で算出した登録見込み組数を合算した値に、予め設定された１待ち組当たりの目安待ち時間（例えば１０分）を掛けることにより、予想待ち時間を算出する（ステップＳ２０４）。例えば、順番待ち組数が「３」、登録見込み組数は「４」の場合、予想待ち時間は７組×１０分で「７０分」となる。 The order management server 100 multiplies the sum of the number of waiting groups acquired in step S201 and the expected number of registered registration groups calculated in step S203 by a preset standard waiting time per waiting group (for example, 10 minutes). As a result, the expected waiting time is calculated (step S204). For example, when the number of waiting groups is "3" and the expected number of registered groups is "4", the expected waiting time is 7 groups x 10 minutes, which is "70 minutes".
　また、順番管理サーバ１００は、オンラインでの受付登録操作を行っていなくても、施設のオンラインサイト（例えば、店の紹介やメニューの紹介のページ等）にアクセスしているセッション数に一定割合（例えば２０％）をかけた数を、登録見込み組数に含めるようにしてもよい。ここでの割合は、受付操作中のユーザ数に掛ける割合よりも小さい値とすることが望ましい。例えば、サイトを閲覧しているセッション数が「１０」の場合、２組を登録見込み組数に加えるようにしてもよい。なお、サイトにアクセスしているユーザのうち、施設からの距離が一定以内（例えば１０ｋｍ圏内）のもののみ、カウントするようにしてもよい。 In addition, the order management server 100 has a certain percentage of the number of sessions accessing the facility's online site (for example, store introduction page, menu introduction page, etc.) even if the reception registration operation is not performed online. For example, the number multiplied by 20%) may be included in the expected number of registered groups. It is desirable that the ratio here is smaller than the ratio multiplied by the number of users during the reception operation. For example, when the number of sessions browsing the site is "10", two groups may be added to the number of expected registration groups. Of the users accessing the site, only those who are within a certain distance from the facility (for example, within 10 km) may be counted.
　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（ステップＳ２０５）。 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 (step S205).
（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、予想待ち時間の算出において、順番待ちリストに登録されている実際の待ち組数だけでなく、他の端末やオンラインで登録操作中のユーザの数（登録見込み組数）も考慮するようにした。これにより、受付の操作をしている間に、他ユーザが先に登録を完了したため、当初提示された予想待ち時間と、登録完了時の予想待ち時間に差が生じることを防止し、より正確な予想待ち時間を提供することができる。 As described above, according to the present embodiment, in the calculation of the expected waiting time, not only the actual number of waiting groups registered in the waiting list but also the number of users who are registering on other terminals or online ( The number of expected registration groups) was also taken into consideration. This prevents a difference between the initially presented expected waiting time and the expected waiting time at the time of registration completion because another user completes the registration first while operating the reception, making it more accurate. Expected waiting time can be provided.
　また、他の端末やオンラインで登録操作中のユーザの数に、一定割合を掛けた値を登録見込み数として実際の待ち組数に加算するようにした。これにより、登録が完了するタイミングの前後や、操作途中で登録をやめるユーザの数なども見込んで、より正確な予想待ち時間を算出することができる。 Also, the number of users who are registering on other terminals or online is multiplied by a certain percentage and added to the actual number of waiting groups as the expected number of registrations. As a result, it is possible to calculate a more accurate expected waiting time by considering the number of users who cancel the registration in the middle of the operation and before and after the timing when the registration is completed.
　また、オンラインで登録操作を行っていなくても、施設のオンラインサイトにアクセスしているユーザ数に一定割合を掛けた値を登録見込み組数として加算するようにした。これにより、これから受付登録を始める可能性のあるユーザを一定数見込んで、予想待ち時間を算出することができる。 Also, even if the registration operation is not performed online, the value obtained by multiplying the number of users accessing the online site of the facility by a certain percentage is added as the expected number of registered groups. As a result, it is possible to calculate the expected waiting time by anticipating a certain number of users who may start reception registration from now on.
　また、オンラインサイトにアクセスしているユーザのうち、施設からの距離が一定以内のもののみを対象として登録見込み組数に加算するようにした。これにより、施設からの距離が遠く、実際に来店する可能性の低いユーザについては、登録見込みの対象から外すことが出来る。 Also, among the users who are accessing the online site, only those who are within a certain distance from the facility are added to the expected number of registered groups. As a result, users who are far from the facility and who are unlikely to actually visit the store can be excluded from the target of registration prospects.
　なお、受付用の順番管理端末２００の用途が分かれている場合には、同じ用途の端末のみを登録見込み組数に加算するようにしてもよい。例えば、病院等で診療科毎に受付用の順番管理端末２００が異なる場合には、同じ診療科用の端末の利用台数のみをカウントするようにしてもよい。 If the usage of the order management terminal 200 for reception is divided, only terminals with the same usage may be added to the expected number of registered groups. For example, when the order management terminal 200 for reception is different for each clinical department in a hospital or the like, only the number of terminals used for the same clinical department may be counted.
　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 (7)

  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複数の受付端末と、
    　各々の受付端末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管理サーバと、を備え、
    　前記順番管理サーバは、
    　順番待ちの登録のための操作が進行中の受付端末の数に基づいて、登録見込み組数を算出する登録見込み組数算出部と、
    　前記利用者に提示する予想待ち時間を算出する予想待ち時間算出部と、を備え、
    　前記予想待ち時間算出部は、
    　前記順番待ちリストに登録されている順番待ち組数と、前記登録見込み組数に基づいて予想待ち時間を算出する、順番管理システム。     It is a turn management system that manages the waiting list at the facility.
    Multiple reception terminals that accept users' waiting registrations at the facility,
    It is provided with an order management server that registers the waiting registration information acquired through each reception terminal in the waiting list of the facility.
    The order management server
    The registration expected number of groups calculation unit that calculates the estimated number of registered groups based on the number of reception terminals for which the operation for registration in the waiting list is in progress,
    It is provided with an estimated waiting time calculation unit for calculating the expected waiting time to be presented to the user.
    The expected waiting time calculation unit
    A turn management system that calculates the expected waiting time based on the number of waiting groups registered in the waiting list and the expected number of registered groups.
  2. 　前記登録見込み組数算出部は、
    　前記施設の受付用端末のうち登録のための操作が進行中の端末の数と、オンラインでの登録のための操作が進行中のセッション数の少なくとも一方に基づいて、登録見込み組数を算出する請求項１に記載の順番管理システム。     The expected number of registered groups calculation unit
    The estimated number of registered groups is calculated based on at least one of the number of reception terminals of the facility whose registration operation is in progress and the number of sessions in which online registration operation is in progress. The order management system according to claim 1.
  3. 　前記登録見込み組数算出部は、
    　登録のための操作が進行中の受付端末の数に一定割合を掛けた数を、前記登録見込み組数とする、請求項１または２に記載の順番管理システム。     The expected number of registered groups calculation unit
    The order management system according to claim 1 or 2, wherein the number of receiving terminals whose registration operation is in progress is multiplied by a certain percentage to obtain the expected number of registered groups.
  4. 　前記登録見込み数算出部は、
    　前記施設のオンラインサイトへのアクセス数に基づいて、登録見込み組数を算出する、請求項１から３のいずれか１項に記載の順番管理システム。     The expected number of registrations calculation unit
    The order management system according to any one of claims 1 to 3, which calculates the expected number of registered groups based on the number of accesses to the online site of the facility.
  5. 　前記登録見込み数算出部は、
    　前記施設のオンラインサイトへのアクセスのうち、前記施設からの距離が閾値以内のものの数に基づいて、登録見込み組数を算出する、請求項４に記載の順番管理システム。     The expected number of registrations calculation unit
    The order management system according to claim 4, wherein the number of expected registration groups is calculated based on the number of accesses to the online site of the facility whose distance from the facility is within the threshold value.
  6. 　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、
    　利用者による前記施設への順番待ちの登録のための操作が進行中の受付端末の数に基づいて、登録見込み組数を算出する登録見込み組数算出部と、
    　前記利用者に提示する予想待ち時間を算出する予想待ち時間算出部と、を備え、
    　前記予想待ち時間算出部は、
    　前記受付端末を介して取得した順番待ちの登録の情報を記録する順番待ちリストに登録されている順番待ち組数と、前記登録見込み組数に基づいて、予想待ち時間を算出する、順番管理装置。     It is a turn management device that manages the waiting list in the facility.
    The registration expected number of groups calculation unit that calculates the estimated number of registered groups based on the number of reception terminals in which the operation for registration of waiting in line to the facility by the user is in progress, and
    It is provided with an estimated waiting time calculation unit for calculating the expected waiting time to be presented to the user.
    The expected waiting time calculation unit
    A turn management device that calculates the expected waiting time based on the number of waiting groups registered in the waiting list that records the waiting registration information acquired via the reception terminal and the expected number of registration waiting groups. ..
  7. 　施設における順番待ちを管理するコンピュータを、
    　利用者による前記施設への順番待ちの登録のための操作が進行中の受付端末の数に基づいて、登録見込み組数を算出する登録見込み組数算出部と、
    　前記利用者に提示する予想待ち時間を算出する予想待ち時間算出部と、して機能させ、
    　前記予想待ち時間算出部は、
    　前記受付端末を介して取得した順番待ちの登録の情報を記録する順番待ちリストに登録されている順番待ち組数と、前記登録見込み組数に基づいて、予想待ち時間を算出する、プログラム。     A computer that manages the waiting list at the facility,
    The registration expected number of groups calculation unit that calculates the estimated number of registered groups based on the number of reception terminals in which the operation for registration of waiting in line to the facility by the user is in progress, and
    It functions as an expected waiting time calculation unit that calculates the expected waiting time presented to the user.
    The expected waiting time calculation unit
    A program that calculates an expected waiting time based on the number of waiting groups registered in the waiting list for recording information on the waiting registration acquired via the reception terminal and the expected number of registration waiting groups.
PCT/JP2020/037416 2019-10-03 2020-10-01 Turn management system, turn management device, and program WO2021066093A1 (en)

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Citations (3)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
JP2008287361A (en) * 2007-05-15 2008-11-27 Hitachi Ltd Waiting time information providing system
JP2014071550A (en) * 2012-09-28 2014-04-21 Dainippon Printing Co Ltd Customer management server device
JP2019046064A (en) * 2017-08-31 2019-03-22 株式会社Ｅｐａｒｋ Information management device, information management method and program

Patent Citations (3)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
JP2008287361A (en) * 2007-05-15 2008-11-27 Hitachi Ltd Waiting time information providing system
JP2014071550A (en) * 2012-09-28 2014-04-21 Dainippon Printing Co Ltd Customer management server device
JP2019046064A (en) * 2017-08-31 2019-03-22 株式会社Ｅｐａｒｋ Information management device, information management method and program

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