CN101807264A - Client service reservation method - Google Patents
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Abstract
The invention relates to a reservation method, in particular to a client service reservation method for service units, such as banks, hospitals, governments and the like, which comprises the following steps: establishing a field queue and a reservation queue; inserting reservation requests in the reservation queue into the field queue to form a virtual queue according to reservation time; regulating positions, in the virtual queue, of each reservation request in the reservation queue according to the processing speed of the virtual queue; enabling the reservation requests in the reservation queue to enter the field queue through the on-site confirmation of clients to form an actual queue; and extracting the actual queue in order. In the reservation method, the client reserves service transaction time before going to the bank for transacting a service through a plurality of channels and modes of mobile phone short message, the Internet, telephone voices and the like; and at the service transaction time, the client prints a queuing number on the spot and can transact the service with the number. Therefore, the method has the advantages of not only avoiding the client waiting for too long, but also avoiding the condition that the number of the client is missed when the client arrives.
Description
Technical Field
The invention relates to a reservation method, in particular to a client reservation service method for standardizing, guiding and managing clients handling business in a reservation mode by service units such as banks, hospitals, governments and the like.
Background
At present, the problem of 'difficult queuing' in public business places such as banks, hospitals, government departments and the like becomes a problem of wide social attention. Due to the shortage of resources, in order to ensure that customers (or citizens) handle business fairly and orderly, a management method of queuing on the spot of the customers is generally adopted in the business places. The method forcibly requires that the customers must go to the field to wait in line in person, thereby greatly wasting valuable time of the customers and greatly reducing the satisfaction degree of bank customer service.
Through intensive research and study, the innovative idea of replacing the traditional 'field queuing' with 'intelligent reservation' is provided, the restriction that clients must queue in person on the field is eliminated, the queuing time of the clients at a network is greatly reduced, and the problem of 'difficult queuing' is ingeniously solved.
The patent application with the Chinese patent publication number of CN101226654A discloses a queuing method for short message numbers of bank customers, which is applied to the public service fields of banks, hospitals and the like. The method utilizes the mobile phone short message technology, before a client prepares to go to a bank for transaction, the client receives a serial number through a mobile phone and queues the serial number, and then the client decides to go early or late according to the number of people handling the transaction. Although the method utilizes the modern communication technologies such as short messages, networks and the like, the method has the following defects:
1. the problem of long-time waiting of a client on site cannot be thoroughly solved.
The customer obtains the queuing number of the transacted business through the short message before going to the bank to transact the business, but the time of transacting the business by each customer before transacting the business by the customer is unknown, so the customer cannot know the accurate time of transacting the business by himself. Because the lead of the customer going to the bank is uncertain, the problem that the customer needs to wait for a long time after arriving at the bank exists. Therefore, this method does not completely solve the problem of long waiting time of the customer site.
2. The problem that the client can handle the business can not be guaranteed.
Similarly, since the customer obtains the queuing number of the transacted business before transacting business, if the business transaction time of the previous customer is short and the customer does not arrive at the business hall, the queuing number of the customer is called by the shop assistant (also called as a passing number). The bank is 'no-waiting for passing number', so the method has the problem that the client can not be guaranteed to handle the business.
Disclosure of Invention
One of the objectives of the present invention is to provide a customer reservation service method that can solve the problem of long waiting time in the field and ensure no number passing.
In order to achieve the above object, the customer reservation service method of the present invention comprises the steps of:
110. establishing a field queue and an appointment queue;
120. inserting the reservation request in the reservation queue into a field queue according to reservation time to form a virtual queue;
130. adjusting the position of each reservation request in the reservation queue in the virtual queue according to the processing speed of the virtual queue;
140. the reservation request in the reservation queue is confirmed to enter a field queue to become a real queue by a client on the spot;
150. and extracting the actual queues according to the sequence.
In the above step, the establishing a reservation queue in step 110 further includes the steps of:
111. establishing a network node data table;
112. establishing a transaction type table;
113. establishing a queue data table;
114. and accepting the reservation request.
In the above step, in step 114, the reservation receiving request is to search the earliest idle time slot capable of handling the service according to the reservation time required by the client. If the idle time period is found and the service can be handled in the idle time period, the reserved service of the client is occupied in the idle time period, and if no idle time exists, the client is prompted that the reservation in the idle time period cannot be handled. If the client successfully occupies the space, returning the occupied time point to the client for the client to confirm, and if the client approves the time point, replying to confirmation, and then actually occupying the time point; if the client does not recognize the point in time, it replies "cancel" and cancels the client's reservation request.
In the above step, the step 130 further includes:
131. and calculating the processing time required by the field queue before each reservation request in the reservation queue in real time. Since the actual processing time of the queue is constantly changing, the real-time calculation of the required time ensures the accuracy of the adjustment of the reservation request to the client.
132. It is determined whether the processing speed is similar to or the same as the expected speed, and if so, step 133 is performed, and if not, step 134 is performed.
133. And maintaining the current queue and continuing processing.
134. Determining whether the processing speed is faster or slower than the expected speed, and if the actual processing time is shorter than the expected time, proceeding to step 135; if the actual processing time is longer than the expected time, proceed to step 136;
135. exchanging the reservation request in the reservation queue with the site request in the adjacent site queue behind the reservation request;
136. and the reservation request in the reservation queue is referred to the head of the virtual queue.
In the above step, in the step 133, the exchanging includes exchanging a single reservation request with a field request in a field queue adjacent to the single reservation request or exchanging a plurality of adjacent reservation requests with a field request in a field queue adjacent to the single reservation request.
In the above step, in the step 134, each time there is a client that has finished handling the service and leaves the queue or there is a new client that joins the queue, the reservation machine determines whether to transfer the client at the head of the "reservation queue" to the "live queue" according to the following rules: wherein,
the service time after the tail of the queue of the field queue is finished is called the head reservation time-lead of the reserved queue.
The lead is the proportionality coefficient (the time when the tail of the queue of the 'on-site queue' finishes the service-the current time of the system).
In the above steps, the reservation request in the reservation queue is confirmed to enter the field queue to be the actual queue through the customer field, so that waiting time is reserved for the customer.
In the above steps, the on-site client and the reservation client queue at the tail of the same actual queue to take numbers, and meanwhile, the teller also calls the numbers from the head of the actual queue.
In the above steps, when the reservation client exceeds the reservation time by a certain amount and does not arrive at the site to confirm the reservation, the reservation queue and the site queue automatically delete the client so as to save the queue space.
In the steps, the client who is about to transact the business and does not confirm the appointment is reminded, and the appointment client is reminded to timely confirm the appointment and transact the business on site of the website.
In the above steps, the reminding mode includes mail reminding and short message reminding.
The customer service reservation method of the invention aims at the defects of the prior art, and enables customers to reserve service handling time before going to a bank for handling services through various channels and modes such as mobile phone short messages, internet, telephone voice and the like. When the service transaction time is up, the client prints the queuing number on site at the network site, and can transact the service by the queuing number, thereby avoiding the condition that the client has a long waiting time and the client has a number when arriving.
Drawings
FIG. 1 is a schematic flow chart of the steps of the present invention;
FIG. 2 is a schematic diagram of a dot information table structure according to the present invention;
FIG. 3 is a schematic diagram of a service information table structure according to the present invention;
FIG. 4 is a diagram illustrating a queue data table structure according to the present invention;
FIG. 5 is a diagram illustrating a reservation queue table structure according to the present invention;
fig. 6 is a detailed flow chart of step 130 of the present invention.
The objects, functions and advantages of the present invention will be further explained with reference to the accompanying drawings.
Detailed Description
The present embodiment takes a bank reservation service as an example to describe the customer reservation service method of the present invention.
The system of the embodiment of the invention consists of a central system and a network point system, and is shown in the following 'system network structure diagram'. A bank uniformly deploys a set of central systems, and each business outlet deploys a set of outlet systems respectively. The center is used for uniformly accepting the reservation request of the client and carrying out centralized management on each network system, and the network system is particularly responsible for queuing service processing of the network.
As shown in fig. 1, the client reservation service method of the embodiment includes the following steps:
110. establishing a field queue and an appointment queue; the on-site queue is obtained by the customer from the on-site queuing machine of each network point, and the reservation queue is obtained by the customer through reservation in the modes of network, telephone, short message and the like.
120. Inserting the reservation request in the reservation queue into a field queue according to reservation time to form a virtual queue; at this time, each reservation request is virtually inserted into the field queue in the requested time period, for example, there is a reservation request in the current time period, and the current time period has spare time, the reservation request is virtually inserted into the head of the field queue, but the teller cannot call the reservation request temporarily when calling the number.
130. Adjusting the position of each reservation request in the reservation queue in the virtual queue according to the processing speed of the virtual queue; because the processing speed of the client before each reservation request is not good, if the processing speed is high and the processing time is short, the reservation request needs to be moved backwards to avoid passing numbers, if the processing before the request is slow and the time is long, and to avoid the reservation client waiting for a long time, the reservation request needs to be moved forwards.
140. The reservation request in the reservation queue is confirmed to enter a field queue to become a real queue by a client on the spot; since the reservation request in step 120 is a virtual insertion, the teller cannot call the reservation request when calling the number, so that the user needs to perform field confirmation on the reservation request when arriving at the website, and after confirmation, the reservation request really enters the field queue to form a real queue including the field queue and the field-confirmed virtual queue, and the confirmed reservation request in the real queue can be called by the teller.
150. And extracting the actual queues according to the sequence. I.e. the teller always calls the number from the head of the actual queue when calling the number.
The establishing a reservation queue in step 110 further comprises the steps of:
111. establishing a network node data table; the website data table is shown in fig. 2, and includes website numbers and website names.
112. Establishing a transaction type table; the transaction type table is shown in fig. 3 and includes a service type number, a service type name, and an average transaction time, which is obtained from a general transaction experience.
113. Establishing a queue data table; the queue data table is shown in fig. 4, and includes a service type, a name, a service, a time period, and an open window number.
114. And accepting the reservation request. Before going to bank outlets to transact business, a customer can make a reservation and send a reservation short message to a bank center through a mobile phone short message, the internet and telephone voice, after receiving a reservation request, the center obtains reservation elements such as the bank outlets, the business type, the reservation time and the like of the business reserved and transacted by the customer, and then forwards the reservation request to a reservation machine of the corresponding outlet according to the outlet number for transacting, and a formed reservation queue list is shown in fig. 5.
The network system can be composed of reservation machine, LED display screen, sound equipment, number calling device and other equipment, and the reservation machine is connected to the central system through public or special network. The customer gets the queue number from the booking machine, and the teller calls the customer in the front to handle the service through the number caller.
In step 114, the reservation accepting request is to search the earliest idle time slot capable of handling the service according to the reservation time required by the client. If the idle time period is found and the service can be handled in the idle time period, the reserved service of the client is occupied in the idle time period, and if no idle time exists, the client is prompted that the reservation in the idle time period cannot be handled. If the client successfully occupies the space, returning the occupied time point to the client for the client to confirm, and if the client approves the time point, replying to confirmation, and then actually occupying the time point; if the client does not recognize the point in time, it replies "cancel" and cancels the client's reservation request.
As shown in fig. 6, the step 130 further includes:
131. and calculating the processing time required by the field queue before each reservation request in the reservation queue in real time. Since the actual processing time of the queue is constantly changing, the real-time calculation of the required time ensures the accuracy of the adjustment of the reservation request to the client.
132. It is determined whether the processing speed is similar to or the same as the expected speed, and if so, step 133 is performed, and if not, step 134 is performed.
133. And maintaining the current queue and continuing processing.
134. Determining whether the processing speed is faster or slower than the expected speed, and if the actual processing time is shorter than the expected time, proceeding to step 135; if the actual processing time is longer than the expected time, proceed to step 136;
135. exchanging the reservation request in the reservation queue with the site request in the adjacent site queue behind the reservation request;
136. and the reservation request in the reservation queue is referred to the head of the virtual queue.
In the above step, in the step 133, the exchanging includes exchanging a single reservation request with a field request in a field queue adjacent to the single reservation request or exchanging a plurality of adjacent reservation requests with a field request in a field queue adjacent to the single reservation request.
In the above step, in the step 134, each time there is a client that has finished handling the service and leaves the queue or there is a new client that joins the queue, the reservation machine determines whether to transfer the client at the head of the "reservation queue" to the "live queue" according to the following rules: wherein,
the service time after the tail of the queue of the field queue is finished is called the head reservation time-lead of the reserved queue.
The lead is the proportionality coefficient (the time when the tail of the queue of the 'on-site queue' finishes the service-the current time of the system).
When the time that the customer arrives at the network point exceeds the preset time of the customer, in order to enable the customer to successfully transact the business, the reservation request in the reservation queue is confirmed to enter the field queue to be the actual queue through the customer field, and waiting time is left for the customer. Typically ten minutes to half an hour.
In order to ensure fairness of field queuing and reservation queuing, a reservation machine is provided with a uniform 'field queue' to distribute service transaction sequence numbers. That is, no matter the client is on site or the client is reserved, the number is queued at the tail of the same 'on-site queue' to take the number, and meanwhile, the teller calls the number from the head of the 'on-site queue' to inform the client to handle the service.
The client who does not need the reservation can directly get the number on the reservation machine on site. When the client directly fetches the number on site, the reservation machine immediately queues up the number at the tail of the 'site queue' queue. The customer needs to wait on site until transacting business.
When the business leaves the queue after the clients finish handling the business or new clients join the queue, the reservation machine recalculates and refreshes the time for each client to handle the business in the 'field queue' according to the transaction type data sheet.
When the reservation client exceeds the reservation time by a certain amount and does not arrive at the site to confirm reservation, the reservation queue and the site queue automatically delete the client so as to save the queue space.
For the client who is going to transact the business and does not confirm the reservation, the system automatically sends a short message to remind the client. And reminding the reservation client to timely arrive at the site of the network to confirm reservation and handle the service.
The reminding mode can comprise other reminding modes such as short message reminding, mail reminding and the like.
The above description is only a preferred embodiment of the present invention, and not intended to limit the scope of the present invention, and all modifications of equivalent structures and equivalent processes, which are made by using the contents of the present specification and the accompanying drawings, or directly or indirectly applied to other related technical fields, are included in the scope of the present invention.
Claims (10)
1. A method for a customer to subscribe to a service, comprising the steps of:
110. establishing a field queue and an appointment queue;
120. inserting the reservation request in the reservation queue into a field queue according to reservation time to form a virtual queue;
130. adjusting the position of each reservation request in the reservation queue in the virtual queue according to the processing speed of the virtual queue;
140. the reservation request in the reservation queue is confirmed to enter a field queue to become a real queue by a client on the spot;
150. and extracting the actual queues according to the sequence.
2. The method of customer subscription service of claim 1, wherein said step 110 of establishing a subscription queue further comprises the steps of:
111. establishing a network node data table;
112. establishing a transaction type table;
113. establishing a queue data table;
114. and accepting the reservation request.
3. The client reservation service method of claim 1, wherein the accepting of the reservation request in step 114 is based on a reservation time requested by the client to find an earliest free time period in which the service can be handled. If the idle time period is found and the service can be handled in the idle time period, the reserved service of the client is occupied in the idle time period, and if no idle time exists, the client is prompted that the reservation in the idle time period cannot be handled. If the client successfully occupies the space, returning the occupied time point to the client for the client to confirm, and if the client approves the time point, replying to confirmation, and then actually occupying the time point; if the client does not recognize the point in time, it replies "cancel" and cancels the client's reservation request.
4. The customer subscription service method as claimed in claim 1, wherein: the step 130 further comprises:
131. and calculating the processing time required by the field queue before each reservation request in the reservation queue in real time. Since the actual processing time of the queue is constantly changing, the real-time calculation of the required time ensures the accuracy of the adjustment of the reservation request to the client.
132. It is determined whether the processing speed is similar to or the same as the expected speed, and if so, step 133 is performed, and if not, step 134 is performed.
133. And maintaining the current queue and continuing processing.
134. Determining whether the processing speed is faster or slower than the expected speed, and if the actual processing time is shorter than the expected time, proceeding to step 135; if the actual processing time is longer than the expected time, proceed to step 136;
135. exchanging the reservation request in the reservation queue with the site request in the adjacent site queue behind the reservation request;
136. and the reservation request in the reservation queue is referred to the head of the virtual queue.
5. The customer subscription service method of claim 4, wherein: in step 133, the exchanging includes exchanging a single reservation request with a field request in a subsequent adjacent field queue, or exchanging the whole of a plurality of adjacent reservation requests with a field request in a subsequent adjacent field queue.
In the above step, in the step 134, each time there is a client that has finished handling the service and leaves the queue or there is a new client that joins the queue, the reservation machine determines whether to transfer the client at the head of the "reservation queue" to the "live queue" according to the following rules: wherein,
the service time after the tail of the queue of the field queue is finished is called the head reservation time-lead of the reserved queue.
The lead is the proportionality coefficient (the time when the tail of the queue of the 'on-site queue' finishes the service-the current time of the system).
6. The customer subscription service method as claimed in claim 1, wherein: the field client and the reservation client queue at the tail of the same actual queue to take numbers, and meanwhile, the teller also calls the numbers from the head of the actual queue.
7. The customer subscription service method as claimed in claim 1, wherein: reservation requests in the reservation queue are confirmed to enter the field queue to be the actual queue through the customer field, and waiting time is reserved for the customer.
8. The customer subscription service method of claim 7, wherein: when the reservation client exceeds the reservation time by a certain amount and does not arrive at the site to confirm reservation, the reservation queue and the site queue automatically delete the client so as to save the queue space.
9. The customer subscription service method of claim 7, wherein: and reminding the clients who are about to transact the business and do not confirm the appointment, and reminding the appointed clients to timely confirm the appointment and transact the business on site at the network site.
10. The customer subscription service method as claimed in claim 9, wherein: the reminding mode comprises mail reminding and short message reminding.
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| CN102622803A (en) * | 2011-01-27 | 2012-08-01 | 株式会社日立制作所 | Customer calling system and method |
| CN102664883A (en) * | 2012-04-16 | 2012-09-12 | 福建天晴数码有限公司 | Online game login queue method |
| CN103679279A (en) * | 2013-12-10 | 2014-03-26 | 谭希韬 | Method and system for making an appointment and handling banking business through mobile phone |
| CN104598975A (en) * | 2015-02-04 | 2015-05-06 | 西安位面网络科技有限公司 | Field service reservation intelligent queuing system and method thereof based on Internet and geographic position |
| CN105373841A (en) * | 2015-12-03 | 2016-03-02 | 万成国 | Multi-user time preengaging method |
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| CN102664883A (en) * | 2012-04-16 | 2012-09-12 | 福建天晴数码有限公司 | Online game login queue method |
| CN103679279A (en) * | 2013-12-10 | 2014-03-26 | 谭希韬 | Method and system for making an appointment and handling banking business through mobile phone |
| CN106575455A (en) * | 2014-01-22 | 2017-04-19 | 耐克创新有限合伙公司 | Systems and methods of socially-driven product offerings |
| CN106575455B (en) * | 2014-01-22 | 2022-03-08 | 耐克创新有限合伙公司 | System and method for socially driven product offerings |
| US11869277B2 (en) | 2014-06-02 | 2024-01-09 | Accesso Technology Group Plc | Queuing system |
| CN106716504A (en) * | 2014-06-02 | 2017-05-24 | 阿克赛索科技集团有限公司 | Queuing system |
| US11900734B2 (en) | 2014-06-02 | 2024-02-13 | Accesso Technology Group Plc | Queuing system |
| US11393271B2 (en) | 2014-06-02 | 2022-07-19 | Accesso Technology Group Plc | Queuing system |
| US20190347885A1 (en) | 2014-06-02 | 2019-11-14 | Accesso Technology Group Plc | Queuing system |
| CN105808574A (en) * | 2014-12-31 | 2016-07-27 | 新谊整合科技股份有限公司 | Queue sorting method and system |
| CN105808574B (en) * | 2014-12-31 | 2020-07-17 | 新谊整合科技股份有限公司 | Queuing and sorting method and system |
| CN104598975A (en) * | 2015-02-04 | 2015-05-06 | 西安位面网络科技有限公司 | Field service reservation intelligent queuing system and method thereof based on Internet and geographic position |
| CN105373841A (en) * | 2015-12-03 | 2016-03-02 | 万成国 | Multi-user time preengaging method |
| CN107358711B (en) * | 2016-05-09 | 2019-09-27 | 胡飞虎 | Row number verification method and system |
| WO2017193871A1 (en) * | 2016-05-09 | 2017-11-16 | 胡飞虎 | Numbering verification method and system |
| CN107358711A (en) * | 2016-05-09 | 2017-11-17 | 胡飞虎 | Row number verification method and system |
| CN107169580A (en) * | 2017-04-27 | 2017-09-15 | 上海途悠信息科技有限公司 | The queuing reserving method and system of dynamic capacity are accepted based on window |
| CN107169580B (en) * | 2017-04-27 | 2020-07-07 | 上海途悠信息科技有限公司 | Queuing reservation method and system based on window acceptance dynamic capacity |
| CN107958526A (en) * | 2017-11-20 | 2018-04-24 | 中国银行股份有限公司 | One kind is lined up processing method and processing device |
| CN109246080B (en) * | 2018-08-03 | 2021-08-27 | 广东工业大学 | Resource sharing method, device, equipment and computer readable storage medium |
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Application publication date: 20100818 |