JP2000011074A - System for managing business stores - Google Patents

Abstract

PROBLEM TO BE SOLVED: To cancel a congestion without restraining a customer in a business store by calculating a time required for respective transaction processings concerning ATM and whole window jobs, calculating transaction processing times corresponding to request transaction contents and generating a queue by means of customer input information. SOLUTION: A business quantity inspecting system 1 stores transaction job contents, a number and a required time and calculates the required time per unit business at a prescribed period. The information is stored as time sequential data and as unit business information 2. A window operation managing device 3 calculates a transaction job required time at every customer based on the calculation result of the average processing time in the respective window jobs from the system 1 and the information 2. Besides, transaction job processing remaining times to be displayed in time and number display devices 8a-8z and the time to be displayed and printed in an arrangement ticket issuing machine 9 and on an arrangement ticket are reduced by one minute as a unit and a waiting time change result by opening the window or the like is controlled in display and printing.

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to a system for monitoring the waiting time of a customer who uses a window and supporting management of a branch office in a financial institution such as a bank or a post office.

[0002]

2. Description of the Related Art A similar system is also disclosed in Japanese Patent Application Laid-Open No. Hei 9-147187. However, at the ATM corner of a bank or the like, the waiting time of each customer is displayed and guided by a large display or a numbered ticket. There is no method for confirming whether there is only one, and an approximate waiting time is calculated by the average processing time. In addition, in the case of an automatic transaction apparatus such as an ATM, since limited mechanical transaction processing is performed on a case-by-case basis, the operation time can be predicted to some extent, and the customers are lined up in one row and are roughly determined by the number of persons. The time can be considered and the order can be waited.

[0003] However, when requesting a cash transaction from a teller teller, a numbered ticket is received and the turn is waited. Like a conventional numbered ticket issuing machine, customers can grasp the number of people waiting, but how long the waiting time is. Was often crowded. Also, if the customer waits several tens of people, it is possible to get out of the financial institution floor and return after completing the requirements at another place, but from the time the customer himself thought, Often, the order is executed quickly and the customer's own order is jumped. In addition, the customer did not know how long the requested financial transaction was processed.

On the financial institution side, the number of waiting customers can be confirmed from the numbered ticket issuing machine. However, what purpose those customers came to the financial institution for, and how many and what kind of business did they do? How to check if it is
I had no choice but to talk directly at the counter. I didn't know how long those customers were patient before being called to the counter. Even if the customer waits too long and calls the numbered ticket, the customer often returns. In such a case, there is a risk that the financial institution loses a business opportunity, and furthermore, the customer's foot withdraws from the financial institution and the profits are sluggish.

[0005]

The present invention provides a customer with an approximate waiting time as well as the number of waiting people. In addition, a prediction queue is generated for the opened teller, and the status of each teller is clearly displayed on the screen to the manager of the sales office, and assistance is provided for setting the optimal number of tellers.

[0006]

[Means for Solving the Problems] The customer inputs the requested transaction contents and the number of transactions, and hands over the numbered ticket on which the customer himself / herself waits for approximately how many minutes and how long the inputted business contents take. Calculate the approximate processing time of each administrative work from the system that conducts the unit work volume survey, or use the results to handle window operations (payment, withdrawal, remittance, etc.) at banks, securities companies, post offices, etc. Calculate time. At the counter, means are provided for auxiliary input / deletion of omissions of customers, a queue is created for the contents and number of tasks to be performed, and the shortest waiting time is calculated at a plurality of counters. In order to maintain the accuracy of the waiting time provided to the customer as much as possible, provisional business contents in the case where the customer does not input the numbered ticket are set based on the business contents performed, the number of cases, and the required time.

[0007]

DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS An embodiment of the present invention will be described below with reference to the drawings. FIG. 1 shows a work volume survey system 1 and unit work information 2, a window operation management device 3 having a time measurement function and a display control function, an audio memory 4 storing voice messages, customer transaction information data 5, a window manager. Terminal device 6, window terminal devices 7a to 7z, number / time display devices 8a to 8z, numbered ticket issuing machine 9, ATM monitoring camera 1
FIG. 2 is a hardware configuration diagram of a branch management system consisting of 0s.

First, the work volume survey system 1 accumulates the transaction business contents, the number of transactions, and the required time available through the window operation management device 3 connected to the system, and stores the unit in a certain cycle (for example, monthly). Calculate the time required per office. The information is stored as time-series data as unit office information 2.

The contact operation management device 3 is a contact terminal device 7a
Based on the transaction information transmitted from ７7z and the transaction content and the number of transactions input from the numbered ticket issuing machine 9, the operation status and non-operation status of the teller are managed. Further, based on the calculation result of the average processing time of each window business, the required business hours of each customer are calculated by the business volume survey system 1 and the unit business information 2. In addition, the transaction business processing remaining time displayed on the number / time display devices 8a to 8z, the time displayed / printed on the numbered ticket issuing machine 9 and the numbered ticket issued by the ticket issuing machine can be reduced by one minute, Displays and prints the result of changing the wait time associated with establishment.

[0010] Using the processing flow diagram 10 numbered ticket issuing machine 9
Will be described. Hereinafter, the actual operation of the apparatus, screen display, print display, and the like will be described using an example of customer visit / request processing and apparatus display when there are three windows in FIG.

In step 101, a "dummy job / number" to be used when the customer does not input the job content and the number of items is set. The setting contents are extracted from the dummy setting table. The example of the dummy setting table is as shown in FIG.
The time series in which the business content and the number of business processes with the largest number of business processes were set as the dummy business and the number as the business content and the number of dummy, the business code as the dummy business was set as the business code, and the actual number of the relevant business was set as the actual number of cases It is a data table.

In step 102, the customer requests
It is determined whether there has been a button input of the business content from the number of items button 23. If there is an input, in step 103, the business content is set in the business content table for each customer. As shown in FIG. 16, an example of the customer-specific business content table is as shown in FIG.
Set the business content entered by the customer from the requested job / number button 23 to the business content, set the number of customer input from the requested business / number button 23 to the number of cases, and set the business processing time calculated from the business content and the number of cases to the processing time. A record is generated by a customer's input or ticketing request, and the record is deleted when the customer operation is completed.

If there is no input, in step 104, the job contents and the number of jobs are set from the dummy job / number table to the job contents and the number of jobs in the customer-specific job content table.

In step 105, it is determined whether or not the customer has input a number of buttons from the requested job / number of buttons 23. If there is an input, the information is set in the business content table for each customer in step 106.

In step 107, it is determined whether the ticketing button 22 has been pressed by the customer. If the button has not been pressed, it is assumed that there is an input of the additional business content and the number of cases, and the processing shifts to a state of waiting for input. If there is an input, in step 108, the business processing time is calculated from the processing contents and the number of business registered by the customer and the processing time for each business from the business volume survey table stored in the unit business information 2. As shown in FIG. 19, an example of the work volume survey table manages the business contents inside the financial institution, and converts the business code set to search the maximum number of business cases into the business code, and the business contents corresponding to the business code into the business contents. It is a data table in which the content and the average business processing time calculated from the past results are set to the actual processing time. This table is stored in the unit office information 2. Set the processing time calculation result for each task to the processing time in the customer-specific task content table, and convert the customer number in the customer-specific task content table and the processing time calculation result for all tasks to the customer number and processing time in the queue data table Set.

FIG. 13 shows an example of the queue data table. As shown in FIG. 13, customer numbers are assigned to customers who visit the store in ascending order, and the business processing time calculated from the total business contents and the number of the customers. It is a data table in which the number expected to be called by the teller teller is set to the expected teller number to the processing time, and the time until the customer is called from the teller teller is set to the waiting time. A record is generated, and the record is deleted when the customer operation is completed.

In step 109, a data record with the smallest total wait time is searched from the wait time table for each teller, and the teller number and total wait time are set to the expected teller number and wait time in the queue data table. Further, the reception number (customer number) of the customer and the approximate waiting time are printed and issued on the numbered ticket as in Example 31 of FIG.
This example is a case where the customer 5 in the example of customer visit / request processing and device display in the case of three windows in FIG. 20 visits the store and issues a ticketing request. At this time, the required time for the business process requested by the customer may be entered as in Example 32. As shown in FIG. 14, an example of the waiting time table for each teller is as follows.
It is a data table in which the waiting time added for each expected teller number in the queue data table is set to the total waiting time.

In step 110, the number of waiting persons is incremented by one and displayed on the waiting number display section 21. In order to set data in the queue data table, the data is passed to the three-window operation management device.

In step 111, it is determined whether there is a waiting time change request from the window operation management device 3. If there is a waiting time change request, the waiting time after the change is displayed on the waiting time display section 20 in step 112.

In step 113, it is determined whether there is a request to change the number of waiting persons from the window operation management device 3. If there is a request to change the number of waiting persons, the number of waiting persons reduced in step 114 is displayed on the number of waiting persons display unit 21.

Steps 111 to 114 are always in a stand-by state in response to a request from the window operation management device 3 separately from the ticket issuing behavior.

Next, the window operation management device 3 and the window manager terminal device 6 will be described with reference to a processing flow chart 11.

In step 201, the number of windows to be opened and the data on the number of dummy jobs and the number of dummy jobs are set in a dummy setting table.

In step 202, the numbered ticket issuing machine 9
It is determined whether the issuance button 22 has been pressed. If the button has not been pressed, the process jumps to step 207. If the button has been pressed (reception of a numbered ticket issuance signal), the process proceeds to step 203.
In step (2), a request to change the number of waiting persons (increase in the number of waiting persons) is transmitted to the numbered ticket issuing machine 9. Further, in step 204, the contents of the customer-specific business contents table are received, the business processing time is calculated, and the customer number, processing time, expected teller number, and expected waiting time are set in the queue data table, and the queue is set. Create As shown in FIG. 20, in the case of the business content and the number of cases of the customer 10, a matrix is created like the data record 1301 in FIG.

At this stage, see FIG. 6 for an example of the screen display of the contact manager terminal device 6. The queue 64 for each customer is displayed on the queue display section 63 for each teller, and indicates the waiting state of the customer and the location of the expected processing contact teller. Also,
The customer waiting time frame may be set in the form of a maximum waiting time setting line 61. The teller operation status display unit 62 displays the operation / non-operation status and handling operation status of each teller.

In step 205, the above-mentioned business processing time is added to the waiting time of the teller corresponding to the expected teller number in the waiting time table for each teller, and the minimum waiting time and the window number are determined for the next visitor. Is searched in the waiting time table by teller.

In step 206, the waiting time of the search result is transmitted to the numbered ticket issuing machine 9 together with the waiting time change request signal.

At step 207, the number of the customer terminal button 52 of the window terminal 7 which has been pressed is received. When the reception is received, the contents and the number of business of the called customer are extracted from the customer-specific business management table and transferred to the counter terminal device 7 where the customer call button 52 is pressed.

In step 208, a request to change the number of waiting persons (decrease in the number of waiting persons) is transmitted to the numbered ticket issuing machine 9.

In step 209, the teller who pressed the customer call button 52 registers the business content and number data of the customer number for which the business process has been completed in the work volume measurement table. See FIG. 17 for an example of the work volume measurement table. This data is stored in the unit office information 2. For example, when the customer 6 is assigned a dummy job and the number of cases without inputting when issuing a numbered ticket, the customer 6 accidentally processes the business assuming that the customer request business is one regular regular cancellation.
The data is stored like the data record 1701 of the work volume measurement table.

In step 210, it is determined whether a re-input signal has been received. When the re-input signal is received, in step 211, the transmitted business content and the number of cases are registered in the business content table for each customer. Further, the business processing time is calculated from the processing time for each business based on the registered data and the business amount survey table stored in the unit business information 2. Set the processing time calculation result for each task to the processing time in the customer-specific task content table, and convert the customer number in the customer-specific task content table and the processing time calculation result for all tasks to the customer number and processing time in the queue data table Set. If no re-input signal is received, the process jumps to step 212.

In step 212, the queue is rearranged and the minimum waiting time is calculated. If the time display needs to be changed, a request for changing the waiting time and the waiting time data are transmitted. In the teller work table that constitutes the same data record as the waiter table by teller, the processing time of the queue data table is set in ascending order of the customer number with respect to the total wait time of the data record with the smallest waiter number. Add up. Further, the added teller number is set as the expected teller number in the queue data table. When all customer calculations are completed, the data in the teller work table is set in the wait time table for each teller. The minimum time of the total waiting time in the waiting time table for each teller is the minimum waiting time at that time.

For example, FIG. 14 shows the state of the waiting time table for each teller immediately before the customer 10 comes to the store, registers the business contents and the number, and issues a numbered ticket issuance request. At this time, the teller 02 of the data record 1401 holds the minimum waiting time, and is set to the waiting time on the data record 1301 in the example of the queue data table in FIG. Also, the customer 10 is added to the teller 02, and the value of the total waiting time of the data record 1401 is changed numerical example 1
It becomes 950 seconds like 402.

Further, the display contents are changed again on the screen of the contact manager terminal device based on the state of the queue data table. For example, customer 6 is called to teller 02,
When the business contents and the number of cases were confirmed, one regular regular cancellation was set as the dummy business contents and the number of cases as shown in the data record 1801 of the dummy setting table in FIG. Assuming that the input is made by the teller 02, the display screen of the teller terminal 6 is shown in FIG.
From FIG. 8 to FIG. In FIG. 7, the customer number 010 is expected to be processed by the teller 02 as indicated by 70 before the change, but the display is changed as indicated by 80 after the change in FIG. It indicates that it is considered to be processed by Teller 01.

In step 213, when the time is changed based on the calculation result of the minimum waiting time, a waiting time change request is transmitted to the numbered ticket issuing machine 9. In the case of 80 after the change, since the minimum waiting time has obviously changed, a waiting time change request is transmitted.

In step 214, the contact terminal device 7
It is monitored whether an estimated time excess signal has been transmitted from a to 7z. If the expected time exceeded signal is received, step 2
At 15, an alarm display instruction is sent to the counter administrator terminal device 6, and at the same time, a spare time is set in the customer-specific business content table as an estimated excess time for the processing of the customer number whose business processing is prolonged.

The spare time data record has the same data items as the customer-specific business contents table. The customer number to be set is set to the number of the corresponding customer who is late, the spare time is set to the business contents, Sets one case, and the processing time is freely set by the user, but in this description, 60 seconds is set. By setting the spare time, 60 seconds are added to the total remaining time of the teller number 02 in the teller-in-process customer waiting time table.

For example, as shown in FIG. 9, it is assumed that the teller who transmitted the estimated time excess signal is 01. The identification display 91 is displayed on the screen display portion of the teller 01, and the message portion 90 combines, extracts, and displays the information stored in the customer transaction information data 5. Further, what has entered the reserve time may be expressed as a queue. At this time, a message previously recorded in the audio memory may be used as audio data.

In step 216, a queue optimization process is performed to calculate the shortest waiting time. The processing itself is the same as step 212.

In step 217, the business processing time is monitored, and the display contents of the counter administrator terminal device 6 are controlled.
In addition, a waiting time change request is transmitted to the numbered ticket issuing machine 9 according to the elapsed time.

Steps 202 and 207 and steps 212 and 215 have a loop structure and are always connected to the terminal device 7.
a to 7z and the numbered ticket issuing machine 9 are in a monitoring state.

Next, the contact terminal devices 7a to 7z will be described with reference to the processing flowchart of FIG.

In step 301, it is determined whether the customer call button 52 has been pressed. When the button is pressed, the customer number, the processing time, the expected teller number, and the waiting time are extracted from the data record having the smallest customer number from the queue data table, and the customer number is displayed on the number / time display device 8, and The measurement of the business processing time of the customer is completed and the measurement of the business processing time of the called customer is started.

After the total remaining time in the customer waiting time table during processing for each teller of the previous customer is left on the counter operation management device 3 as actual work volume measurement data, the total waiting time of the corresponding teller number is cleared to zero. As shown in FIG. 15, in the example of the processing wait time table for each teller, the management number assigned to the teller existing in the branch is set to the teller number, and the waiting time of the customer being processed by the corresponding teller is set to the total remaining time. It is a data table.

When the measurement is started, the processing time of the total remaining time is not yet set in the customer waiting time table during processing by teller, so the measurement is performed with a negative value.

In step 302, the requested business contents and the number of cases of the called customer are extracted from the business contents table for each customer of the window operation management device 3 and displayed on the customer requested business contents display section 51.

In step 303, the teller tells the customer contents and the number of jobs displayed on the customer request job content display section 51 in response to the customer. If the customer mistakenly presses the button to register the requested business, or if the contents of the business are different from the display contents due to omission of input of the business contents and the number of cases, in step 304, the customer requested business and the number of cases are input. At this time, a re-input signal and the contents and number of jobs registered in the customer-specific job contents table are transmitted to the counter operation management device 3. At the same time, the processing time is extracted from the queue data table.

In step 305, the processing time extracted from the queue data table is added to the total remaining time in the customer waiting time table during processing by teller, and the remaining time is measured thereafter. As shown in FIG. 4, the remaining time of the business process is displayed on the number / time display device 8 on the display unit 41 in the minute unit round-up method from the total remaining time of the customer waiting time table during processing by teller.

For example, the example of the customer waiting time table during processing by teller in FIG. 16 shows the state when the customer 10 arrives in the example of customer visit / request processing and device display in the case of three windows in FIG. ing. The customer who is performing the business operation with the teller number 02 is the customer number 002, and the total remaining time in the customer waiting time table during the teller processing is 350 seconds, so that it is displayed as approximately 6 minutes as shown in FIG.

In step 306, it is determined whether or not the waiting time of the corresponding window in the in-process teller waiting time table is a negative value. If the value becomes a negative value, an expected time excess signal is transmitted to the window operation management device 3 in step 307.

In step 308, the business processing time is monitored, and the total remaining time in the processing-by-teller waiting time table is reduced in seconds. For the total remaining time, display content control for displaying the remaining time on the time display unit 41 on the number / time display device 8 in the minute round-up system is performed.

[0052]

According to the present invention, by clarifying the approximate waiting time for the customer and the time required for the transaction processing of the customer, the customer is not bound in the sales office of the financial institution, and the financial institution's sales office is no longer restricted. Congestion at the branch is reduced. In addition, the manager of the branch office of the financial institution can also manage the business contents, the number of cases, and the state of the window of the visiting customer.

[Brief description of the drawings]

FIG. 1 is a block diagram showing a hardware configuration of a counter operation management apparatus constituting a sales office management system according to the present invention, a system connected thereto, and each device.

FIG. 2 is a perspective view showing an example of a numbered ticket issuing machine according to the present invention.

FIG. 3 is a diagram showing an example of numbered ticket printing according to the present invention.

FIG. 4 is a perspective view showing an example of a number / time display device for customer guidance according to the present invention.

FIG. 5 is a diagram showing an example of a counter terminal device according to the present invention.

FIG. 6 is a diagram showing an example of a screen display of the counter administrator terminal device according to the present invention.

FIG. 7 is a diagram showing an example of a screen display of the counter administrator terminal device according to the present invention.

FIG. 8 is a diagram showing an example of a screen display of the counter administrator terminal device according to the present invention.

FIG. 9 is a diagram showing an example of a screen display of the counter administrator terminal device according to the present invention.

FIG. 10 is a flowchart showing the management operation of the numbered ticket issuing machine according to the present invention.

FIG. 11 is a flowchart showing a management operation of the window operation management device according to the present invention.

FIG. 12 is a flowchart showing a management operation of the counter terminal device according to the present invention.

FIG. 13 is a diagram showing an example of a queue data table.

FIG. 14 is a diagram showing an example of a teller-by-teller wait time table (teller work table).

FIG. 15 is a table showing customer waiting time during processing by teller.

FIG. 16 is a diagram showing an example of a business content table for each customer.

FIG. 17 is a diagram showing an example of a work volume measurement table.

FIG. 18 is a diagram showing an example of a dummy setting table.

FIG. 19 is a diagram illustrating an example of an office work amount survey table.

FIG. 20 is a diagram showing an example of customer visit / request processing and device display when there are three windows.

[Explanation of symbols]

1… Work volume survey system, 2… Unit work information, 3…
Window operation management device.

Claims (2)

[Claims] 1. Measure the processing time and number of transactions for all ATMs and teller services, calculate the time required for each transaction processing, and input the transaction content and number from customers visiting the store based on the calculation results. Branch management means having a means for calculating a transaction processing time according to the contents of a requested transaction, a means for creating a queue based on the customer input information, and a means for calculating an approximate waiting time and transmitting it to the customer. system. 2. The sales office management system according to claim 1,
If the visiting customer does not enter the transaction details / number,
From the accumulated information of customer request transaction contents, number and required time,
Means for temporarily setting the information on the transaction content and the number of transactions that were most frequently used, calculating the time required for transaction processing based on unit office time information, generating a queue based on that information, and supplementary correction input by checking the teller teller And a means for generating a queue again based on the information.