JP2005196313A - Window calling method and its system - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To increase an additional value on business corresponding to the circumstances of a service user by providing a service to guarantee reception at a window within a predetermined standby time. <P>SOLUTION: This window calling system is provided with a reception device 21 for issuing a calling ticket to a service user, a calling device 22 for making a person in charge at a window call a service user and a reception management device 24 for managing the reception device and the calling device. When the product of a mean processing time (T<SB>OP</SB>) in the window task and the number of issues of calling tickets in the reception device exceeds the product of a guaranteed standby time (T<SB>G</SB>) and the number of opening of windows, the reception management device 24 sets a window for providing a service to guarantee the standby time. Also, the ticket issue control of the calling tickets of a service to guarantee the standby time is executed according to the guaranteed standby time (T<SB>G</SB>) and the mean processing time (T<SB>OP</SB>) in the window operation and the number of openings of the windows. <P>COPYRIGHT: (C)2005,JPO&NCIPI

Description

  The present invention relates to a window calling method and system thereof, and more particularly, to a window calling method and system for providing a service that guarantees office reception at a window within a predetermined time.

  2. Description of the Related Art Conventionally, there is known a window calling system for guiding a service reception order at a window of a financial institution such as a bank or a post office, an administrative institution such as a city office, or a medical institution such as a hospital. The window calling system distributes a calling ticket describing the order in which services can be received as a calling number to service users. The person in charge at the window avoids the queue at the window by calling the service users in the order of the call numbers.

  FIG. 1 shows the configuration of a conventional window calling system in a bank. The window calling system displays a calling apparatus for issuing a calling ticket to a service user, a calling apparatus 12 for the person in charge of the call to call the service user, and a call number called by the person in charge of the window. Number display device 13 and reception management device 14 for managing these devices.

  With such a configuration, a service user who wants to receive various services provided by the bank, for example, transfer, account opening, etc., receives a calling ticket from the reception device 11 installed in the bank store. In the calling ticket, a calling number which is the order in which the service can be received and other information necessary for receiving the service are listed. The service user who has received the calling ticket waits in a waiting room or the like until the calling number is displayed on the number display device 13 arranged in the store. The person in charge of the window presses the call button of the call device 12 every time one service is processed. If the call number is a series of numbers, the reception management device 14 counts up one by one each time the call button is pressed and displays it on the number display device 13. When the calling number of the received calling ticket is displayed on the number display device 13, the service user can receive service from the service person at the displayed window.

  However, in general, in the window business, service users who want to receive services are often concentrated in a specific time period, and the services are often not performed smoothly. In such a case, a reception processing method is known in which data stored in a user identification card is read by a reception device and the priority is determined (see, for example, Patent Document 1). Similarly, a customer guidance method for distributing users to a plurality of windows having different service processing times based on read data is known (see, for example, Patent Document 2). Furthermore, a system including means for transmitting a waiting time to a user is also known (see, for example, Patent Document 3).

JP 2000-259746 A JP 2002-222322 A JP 2000-11074 A

  However, according to the conventional method, even if the priority is given to the user or the call is distributed and called, the waiting time of the service user depends on the congestion status of the window. Therefore, there is a problem that the service user cannot predict the waiting time even if a high priority is given. Further, the service user has to input data for receiving individually.

  In addition, there is a problem that simply adding the waiting time to the user cannot increase the added value in sales depending on the service user's situation, such as when hurrying or when there is enough time. there were.

  An object of the present invention is to provide a service whose service quality is guaranteed within a predetermined range and collect a fee corresponding to an added value corresponding to the service quality. Specifically, by providing a service that guarantees reception at a window within a predetermined waiting time, a window calling method that can increase the added value in sales according to the situation of the service user and its To provide a system.

In order to achieve such an object, the present invention provides a reception device (21) for issuing a calling ticket to a service user, and a person in charge of the window specifies the service user. Call window provided with a call device (22) for calling, and a reception management device (24) connected to the business terminal (25) of the window and managing the call device (21) and the call device (22) A system window calling method, in which a product of an average processing time ( _TOP ) in a predetermined window service and a number of ticket issuing tickets in the receiving device (21) is a predetermined waiting time ( _TG) ) And the number of open counters, the reception management device (24) displays a display indicating that it is a counter for providing a service that guarantees a waiting time. Steps to be displayed and before Depending on the waiting time to guarantee (T _G ), the average processing time (T _OP ) in the window service, and the number of windows opened to provide the service, the reception management device (24) A step of calculating an upper limit value (Nmax) of the number of calling tickets for a service that guarantees a waiting time; and the reception management device (24) issues a ticket issuing notification from the receiving device (21) and the calling device (22). Each time a reception notification is received, the current number of tickets issued (Ncal) is calculated to determine whether or not the upper limit (Nmax) of the number of tickets issued has been exceeded. A step of notifying the suspension and resumption of the issuance of the calling ticket for the service that guarantees the waiting time.

The invention described in claim 2 is a reception device (21) for issuing a calling ticket to a service user, a call device (22) for a person in charge of the window to call the service user, and the reception device ( 21) and a reception call system having a reception management device (24) for managing the call device (22), the reception management device (24) is connected to a business terminal (25) of the window and is predetermined. The product of the average processing time (T _OP ) in the window service and the number of the calling tickets issued in the receiving device (21) exceeds the product of the predetermined waiting time (T _G ) and the number of windows opened. Means for displaying on the business terminal (25) a display indicating that it is a window for providing a service for guaranteeing waiting time, the waiting time for guarantee (T _G ), and the window service Average processing in And between (T _OP), in accordance with the established number of windows for providing the services, means for calculating an upper limit value ticketing number of call tickets service that guarantees the latency, the accepting device (21 ) And the receipt notification from the calling device (22), the current number of tickets issued (Ncal) is calculated and whether or not the upper limit (Nmax) of the number of tickets issued is exceeded. And a means for notifying the accepting device (21) of the stoppage and resumption of the issuance of the calling ticket for the service that guarantees the waiting time.

  As described above, according to the present invention, the window calling system controls the issuance of a service calling ticket for which the service quality called waiting time is guaranteed within a predetermined range. In addition, it is possible to increase the business added value according to the situation of the service user.

Hereinafter, embodiments of the present invention will be described in detail with reference to the drawings. In the present embodiment, a service for guaranteeing service quality of waiting time within a predetermined range (hereinafter referred to as office work reception time guarantee counter service) will be described using a window calling system in a bank as an example. The window calling system provides a guaranteed waiting time T _G (here, 5 minutes), an average processing time T _OP in the window service (here, 3 minutes), and an office reception time guarantee counter service. Depending on the number of windows opened, call ticket issuance control and fee collection control are performed.

  FIG. 2 shows a configuration of a window calling system according to an embodiment of the present invention. The window calling system includes a reception device 21 for issuing a calling ticket to a service user, a calling device 22 for a person in charge of the window to call the service user, and a number for displaying a calling number called by the person in charge of the window. It comprises a display device 23 and a reception management device 24 that manages these devices. The reception management device 24 is a contact business terminal, and is connected to a bookkeeping terminal 25, which is a bank accounting system terminal, for example, via a network.

  FIG. 3 shows a sequence of the window calling method according to the embodiment of the present invention. The service user selects one of the services provided by the bank, such as transfer or opening an account, in the reception device 21 installed in the bank store (301). FIG. 4A shows an example of the menu screen of the accepting device 21. On the screen, a button for selecting an office reception time guarantee counter service is set in addition to a service provided by the bank. The button for selecting the office hours guarantee counter service may be displayed only when the service is provided. If the button is always displayed and the service is not provided, the button operation is disabled. You may keep it.

  When the service user selects the office work reception time guarantee counter service, the reception device 21 issues a calling ticket as shown in FIG. 4B (302). In the calling ticket, a calling number which is the order in which the service can be received and other information necessary for receiving the service are listed. The service user who has received the calling ticket waits in a waiting room or the like until the calling number is displayed on the number display device 23.

  The reception device 21 transmits a ticket issue notification to the reception management device 24 simultaneously with the issuance of the calling ticket (303). At this time, the reception management device 24 identifies that the calling ticket for the office reception time guarantee counter service has been issued, and stores the calling number and the ticket issuing time. Next, the reception management device 24 transmits a ticket issue notification to the bookkeeping terminal 25 that provides the office reception time guarantee counter service (304).

  The window in the present embodiment is divided into a counter for providing the office reception time guarantee counter service and the normal service, and a general counter for providing only the normal service. In the present embodiment, it is assumed that the person in charge at the counter sets a plurality of counters in the reception management device 24 in advance as a common counter and a general counter, respectively. It is also possible to provide a counter providing only the office reception time guarantee counter service, or to assign a predetermined number of counters to the counter at a predetermined date and time.

  FIG. 5A shows a window screen of the window reception system displayed on the bookkeeping terminal 25. On the window screen, the calling number of the calling ticket currently operating at the window where the entry terminal 25 is placed and the calling number to be called next are displayed. FIG. 5B shows a case where the dual use counter is set for the bookkeeping terminal 25 from the reception management device 24 and when the ticket reception notification for the office reception time guarantee counter service is received from the reception management device 24 (304). The window screen in is shown. On the window screen, the calling number of the calling ticket for the office reception time guarantee counter service is newly displayed.

  When the window counter in FIG. 5B confirms the window screen of FIG. 5B, the window counter in the dual-purpose counter immediately processes the current window and presses the call button of the call device 22. The reception management device 24 receives the call notification from the call device 22 (305), transmits the call display to the number display device 23 (306), and displays the call number called by the dual-purpose counter. When the calling number of the received calling ticket is displayed on the number display device 23, the service user presents the calling ticket at the window (307). In the present embodiment, the call device 22 has one call button, and the reception management device 24 responds to the call notification from the dual-purpose counter when receiving the ticket notification of the office reception time guarantee counter service. The call number of the office hours guarantee service is preferentially displayed. Note that two call buttons of the call device 22 may be used for the office reception time guarantee counter service and for the normal service.

  When the counter person in charge inputs the call number of the calling ticket presented on the bookkeeping terminal 25, the bookkeeping terminal 25 transmits a reception notification to the reception management device 24 (308). The reception management device 24 identifies that the office reception time guarantee counter service has been received, and stores the call number and the reception time. The reception management device 24 calculates the actual waiting time of the service user from the difference between the ticketing time stored in advance and the reception time, and determines whether it is within the guaranteed waiting time. The determination result is transmitted to the bookkeeping terminal 25 as an acceptance determination result (309).

When the guaranteed waiting time T _G = 5 minutes and the actual waiting time is 3 minutes and 40 seconds, the service quality of the office reception time guarantee counter service is guaranteed, so the window screen shown in FIG. Is displayed on the bookkeeping terminal 25. The bookkeeping terminal 25 collects an office reception time guarantee counter service fee based on the reception determination result. When the actual waiting time is 5 minutes and 20 seconds, the service quality is not guaranteed, so the window screen shown in FIG. 5D is displayed, and no fee is collected.

  FIG. 6 shows a flow of a window calling method in the reception management apparatus according to the embodiment of the present invention. Upon receipt of the calling ticket issuance notification from the receiving device 21 (S601), the reception management device 24 identifies whether a calling ticket for the office reception time guarantee counter service has been issued (S602). If it is the office reception time guarantee counter service, the reception management device 24 stores the calling number and the ticket issue time, and transmits a ticket issue notification to the bookkeeping terminal 25 of the dual-purpose counter (S603).

Next, the reception management device 24 receives the call notification from the call device 22, transmits a call display to the number display device 23 (S604), and displays the call number called by the shared counter. When the counter person in charge inputs the calling number of the calling ticket presented on the bookkeeping terminal 25, the reception management device 24 receives a notification of acceptance from the bookkeeping terminal 25 (S605). The reception management device 24 identifies that the office reception time guarantee counter service has been received, and stores the call number and the reception time. Reception management apparatus 24, from the difference between the ticketing time that has been stored earlier and acceptance time, calculates the actual waiting time T _Q of service users (S606), comparing the guaranteed latency T _G ( S607). The determination result is transmitted to the bookkeeping terminal 25 as an acceptance determination result (S608).

  On the other hand, if the ticketing notification from the reception device 21 is not the office reception time guarantee counter service, the reception management device 24 transmits a ticketing notification to the bookkeeping terminal 25 of the combined counter and the general counter (S611). Next, the reception management device 24 receives the call notification from the call device 22, transmits a call display to the number display device 23 (S612), and displays the call number called by the dual-purpose counter or the general counter. When the counter person in charge inputs the calling number of the calling ticket presented on the bookkeeping terminal 25, the reception management device 24 receives a notification of acceptance from the bookkeeping terminal 25 (S613).

FIG. 7 shows the flow of the ticketing control method in the reception management device according to the embodiment of the present invention. First, the reception management device 24 determines whether to open a dual-use counter according to the following formula.
_TG x (number of counters opened) < _TOP x (number of tickets issued)
When the processing time (right side) of the window service according to the current number of tickets issued exceeds the waiting time (left side) that can be guaranteed according to the number of windows opened (S701), the office reception time guarantee counter service is provided. In order to provide it, a dual-purpose counter is opened (S702). Specifically, information indicating that the dual-purpose counter is set, for example, the window screen shown in FIG. 5B is displayed from the reception management device 24 to the bookkeeping terminal 25. The number of open counters may be determined in advance according to the store, or may be determined according to the difference between _TG and _TOP × N.

Next, the reception management device 24 calculates the upper limit value Nmax of the number of calling tickets for the office reception time guarantee counter service by the following formula (S703).
Nmax = (Number of open counters) × T _G / T _OP
The reception management device 24 receives the ticket issue notification (303, S601) or receives the reception notification (308, S605) (S704), calculates the current ticket issue number Ncal (S705), and issues the current ticket issue number. It is determined whether Ncal has exceeded the upper limit value Nmax (S706). If Ncal <Nmax, the process returns to step S704. Otherwise, that is, when the current number of tickets Ncal exceeds the upper limit value Nmax, the reception management device 24 notifies the reception device 21 to stop issuing the calling ticket for the office reception time guarantee counter service. (S707).

  Here, in the reception management device 24, when the number of shared counters to be opened is changed (S708), the process returns to step S702. When the number of open counters is not changed (S708), the process waits until reception notification is received (308, S605) (S709). When the reception notification is received, a call ticket for the office reception time guarantee counter service is issued. It resumes (S710) and returns to step S702.

According to the present embodiment, the window calling system issues the calling ticket according to the guaranteed waiting time _TG , the average processing time _TOP in the window service, and the number of windows that provide the office reception time guarantee counter service. Take control. In this way, the window calling system controls the ticket issuing of the office reception time guarantee counter service and controls the collection of fees, thereby adding business added value according to the service user's situation. Can be increased.

  At the counter of financial institutions such as banks and post offices, administrative institutions such as city halls, and medical institutions such as hospitals, a window for providing services with guaranteed service quality within a specified range while providing guidance on the order of service reception. Can be applied to calling system.

It is a figure which shows the structure of the window calling system in the conventional bank. It is a figure which shows the structure of the window calling system concerning one Embodiment of this invention. It is a figure which shows the sequence of the window calling method concerning one Embodiment of this invention. (A) is a figure which shows an example of the menu screen of a reception apparatus, (b) is a figure which shows an example of the calling ticket issued from the reception apparatus. It is a figure which shows an example of the window screen of the window reception system displayed on a bookkeeping terminal. It is a flowchart which shows the window calling method in the reception management apparatus concerning one Embodiment of this invention. It is a flowchart which shows the ticketing control method in the reception management apparatus concerning one Embodiment of this invention.

Explanation of symbols

11, 21 Reception device 12, 22 Call device 13, 23 Number display device 14, 24 Reception management device 25 Bookkeeping terminal

Claims (2)

A reception device for issuing a calling ticket to a service user, a call device for a person in charge of the window to call the service user, and a business terminal at the window, connected to the reception device and managing the call device A window calling method of a window calling system comprising a reception management device,
When the product of the average processing time in a predetermined window service and the number of calling tickets issued in the reception device exceeds the product of the predetermined waiting time and the number of window openings, the reception management device Displaying on the business terminal a display indicating that it is a window for providing a service that guarantees a waiting time;
Depending on the waiting time to be guaranteed, the average processing time in the window service, and the number of windows opened to provide the service, the reception management device issues a call ticket for a service that guarantees the waiting time. Calculating the upper limit of the number;
Each time the reception management device receives a ticket notification from the reception device and a reception notification from the calling device, it calculates the current number of tickets issued and determines whether the upper limit of the number of tickets issued has been exceeded. And a step of notifying the accepting device of stoppage and resumption of the issuance of the calling ticket for the service that guarantees the waiting time. A counter call comprising a reception device for issuing a calling ticket to a service user, a call device for a person in charge of the call to call the service user, and a reception management device for managing the reception device and the call device In the system,
The reception management device is connected to a business terminal at a window,
Guarantee the waiting time when the product of the average processing time in the predetermined window service and the number of calling tickets issued in the accepting device exceeds the product of the predetermined waiting time and the number of windows opened. Means for displaying on the business terminal a display indicating that it is a window for providing a service;
The upper limit value of the number of calling tickets for the service that guarantees the waiting time is calculated according to the guaranteed waiting time, the average processing time in the window service, and the number of opening of the window for providing the service. Means to
Each time the ticket issuing notification from the reception device and the reception notification from the calling device are received, the current number of tickets issued is calculated, and it is determined whether or not the upper limit of the number of tickets issued has been exceeded. And a means for notifying the suspension and resumption of the issuance of the calling ticket for the service that guarantees the waiting time.

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