JP2007079626A - Return information management system, method, and program - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To realize the returning of points and fees which reflects profitability in services. <P>SOLUTION: A return information management system is provided with; a customer information reception means which receives the input of customer information identifying customers who use services and stores it in a customer information storage means; a use-state information reception means which receives the input of use-state information, which represents the use states of the services the customers use, and stores it in a use-state information storage means; a return standard information storage means which stores return standard information which is compared with the use-state information and becomes a standard for determining whether points or fees are to be returned to the customers; a comparison means which compares the use-state information with the return standard information; and a return information addition means which correlates the customer information with the return information so that the points or fees may be returned to the customers, whose information is stored in the customer information storage means, when the use-state information satisfies the return standard information, and stores it in a return information storage means. <P>COPYRIGHT: (C)2007,JPO&INPIT

Description

  The present invention relates to a return information management system, and more particularly, to a system for managing points and fees to be returned to customers. The present invention also relates to a return information management method and program.

  Conventionally, a service provider provides a service for adding points according to a customer's usage fee. For example, Patent Document 1 discloses an example of point reduction at the time of purchasing a product. In the point service system described in this document, first, a bank and a merchant establish a tie-up, and the merchant employee inserts the cash card presented by the customer when the merchandise purchase price is settled into the card reader / writer. Then, a transfer settlement process is requested from the POS terminal to the bank host computer. Then, a method is adopted in which the POS terminal records the return points determined according to the amount paid by the customer in the IC chip portion of the cash card.

Japanese Patent No. 3343619

  However, the above system has a problem that it is not possible to return points reflecting the profitability of services or points according to service levels. In other words, first, if a business provides a service that can be profitable by using a certain number of customers at the same time, it will be profitable if points are returned when the customer uses the service. There was a problem that there was a possibility that reduction would be carried out in spite of no situation. Second, when a customer uses a service with a high usage rate or congestion, the service is provided to one customer because of an increase in waiting time until the service starts and a decrease in customer service time for the customer. However, in such a case, the service usage fee has not been reduced for the customer, or there has been a problem that the rate of reduction may be reduced and the customer satisfaction may be reduced.

  For this reason, in the present invention, the disadvantages of the above-described conventional example are improved, and in particular, the points and charges that reflect the profitability of the service by being used by the customer are realized, and the service level provided to the customer is improved. The purpose is to provide a system that can return points and charges according to the requirements.

Therefore, the return information management system according to one aspect of the present invention is:
A return information management system that manages return information such as points and fees returned from service providers to customers,
Customer information accepting means for accepting input of customer information for identifying a customer who uses the service and storing it in the customer information storing means;
Usage status information receiving means for receiving input of usage status information (for example, the number of users of the service) representing the usage status of the service by the customer and storing it in the usage status information storage means;
A return standard information storage means for storing return standard information which is compared with the usage status information and serves as a reference for determining whether or not to return points or charges to the customer;
A comparison means for comparing usage status information and return standard information;
Return information stored in the return information storage means by associating the return information with the customer information so as to return points, charges, etc. to the customer stored in the customer information storage means when the usage status information satisfies the return standard information Additional means;
It is characterized by having.

  At this time, the usage status information may represent the usage status of the service by one customer, or may be information by a plurality of customers. For example, the service provided by the service provider may be a service that a plurality of customers can use almost simultaneously. Further, the usage status information receiving means is characterized in that it receives an input of service usage status information during a predetermined period. At this time, the usage information receiving means is characterized by receiving and storing input of usage information at the time of one service provision.

  In addition, there is provided usage status information totaling means for reading out and totaling a plurality of usage status information stored in the usage status information storage means, and storing the totalized new usage status information in the usage status information storage means. It is a feature.

  Further, the present invention is characterized in that a reduction information calculation unit that calculates a value of the reduction information based on a comparison result of the comparison unit is provided. At this time, the return information calculation means is characterized in that the value of the return information increases as the difference between the usage status information and the return reference information increases.

  According to the above invention, first, customer information specifying a customer who uses the service is input and stored in the return information management system. Thereafter, the usage status of the service by the customer is examined from the store employees and the system, and usage status information is input and stored in the return information management system. Then, the return information management system compares this usage status information with the return criteria information set and stored in advance, and if the usage status information satisfies the criteria, it returns points to the customer. To decide. Thereafter, the return information such as the grant points is calculated, the stored customer information of the customer is read, the return information is stored in association with the customer information, and the points are returned to the customer.

  Therefore, the service provider can provide a reward service such as points only when the usage situation such as sales and number of customers exceeds the preset standard. In other words, after knowing the profitability of the service, a return service can be implemented for the customer. In addition, even if service provision to customers decreases due to the large number of customers used, it is possible to compensate service usage fees for customers through the return service, thereby improving customer satisfaction. be able to.

  In particular, when providing services to multiple customers at the same time, such as in a movie theater or an airline (use of an airplane), the profitability depends on the usage status of other customers. Further, by examining the service usage status for a predetermined period, it is possible to carry out the return while maintaining the profitability of the service provider, and to improve the customer satisfaction.

In addition, the return information management method according to another aspect of the present invention includes:
A return information management method for managing return information such as points and fees to be returned from a service provider to a customer using a computer,
A customer information accepting step for accepting input of customer information for identifying a customer who uses the service and storing it in the customer information storing means;
A usage status information receiving step of receiving input of usage status information representing the usage status of the service by the customer and storing it in the usage status information storage means;
A comparison step for comparing the return criteria information, which is a criterion for determining whether or not to return points, fees, etc. to the customer read from the return criteria information storage means, and the usage status information read from the usage status information storage means; ,
When the usage status information satisfies the return criteria information, a return information totaling step for storing the return information in association with the customer information so as to add the return information to the customer stored in the customer information storage means and storing it in the return information storage means When,
It is characterized by having.

  The usage status information receiving step is characterized in that an input of service usage status information is received when a predetermined period has elapsed. The usage status information receiving step is characterized by receiving and storing input of usage status information at the time of providing one service that can be used by a plurality of customers.

  Further, before the comparison step, a usage status information totaling step of reading out and totaling a plurality of usage status information stored in the usage status information storage means, and storing the totalized new usage status information in the usage status information storage means It is characterized by having. At this time, the return information totaling step includes a return information calculation step for calculating a value of the return information based on the comparison result of the comparison unit.

Furthermore, the program which is the other form of this invention is:
In the return information management computer that manages return information such as points and fees returned from service providers to customers,
Customer information accepting means for accepting input of customer information for identifying a customer who uses the service and storing it in the customer information storing means;
Usage status information receiving means for receiving usage status information representing service usage status by a customer and storing the usage status information in the usage status information storage means;
A return standard information storage means for storing return standard information which is compared with the usage status information and serves as a reference for determining whether or not to return points or charges to the customer;
A comparison means for comparing usage status information and return standard information;
Return information stored in the return information storage means by associating the return information with the customer information so as to return points, charges, etc. to the customer stored in the customer information storage means when the usage status information satisfies the return standard information Additional means;
It is characterized by realizing.

  Even the method and program having the above-described configuration operate in the same manner as the above-described system, and therefore, the object of the present invention can be achieved.

  Since the present invention is configured and functions as described above, according to this, the service provider gives points to customers only when the usage situation such as sales and number of customers exceeds preset standards. As a result, it is possible to improve the customer service while securing profits from providing services. Have.

  The present invention is characterized in that the profitability status is grasped based on the service usage status by the customer, and a return service such as points and fees is realized for the customer. Hereinafter, a specific configuration and operation of a system that realizes the present invention will be described with reference to examples.

  A first embodiment of the present invention will be described with reference to FIGS. FIG. 1 is a functional block diagram illustrating the configuration of the return information management system according to the first embodiment, and FIG. 2 is a flowchart illustrating the operation thereof.

  In this embodiment, a case where the service provider is a movie theater and used for a service of giving points to a customer who has come to watch a movie will be described as an example.

[Constitution]
The return information management system according to the present invention includes a point card 1 owned by a customer, a card reader 2 for reading customer information from the point card 1, and a computer 3 connected to the card reader 2. In this system, the computer 3 manages points that are return information given to each customer. The card reader 2 is installed at the reception of a movie theater as a service providing place, and the computer 1 is installed in a movie theater, a data center, or the like. Hereinafter, each configuration will be described in detail.

  The point card 1 is a card issued by a service provider for each customer, and a customer-specific membership number (customer information) is stored in advance in a memory 11 (recording medium) incorporated in the point card. . In addition, the customer owns the point card 1 by registering as a member in a movie theater as a service provider in advance and receiving the issuance of the point card 1 storing the member information.

  The card reader 2 accepts the insertion of the point card 1 and reads the customer number from the memory 11 of the point card 1. The read customer number is notified to the computer 1 via a LAN cable or the Internet.

  The computer 3 is a general server computer including an arithmetic device 3A such as a CPU, a storage device 3B such as a hard disk, and an input device 3C such as a keyboard and a mouse. It is connected. The arithmetic device 3A incorporates a predetermined program so as to realize the point management as described above, whereby the card reading processing unit 31, the usage record acceptance processing unit 32, the return determination processing unit 33, the point A calculation processing unit 34 and a point giving processing unit 35 are constructed. In addition, a card number storage unit 36, a usage record storage unit 37, a return reference storage unit 38, and a point storage unit 39 are formed in the storage device 3B. Hereinafter, the processing units 31 to 35 and the storage units 36 to 39 will be described in detail.

  The card reading processing unit 31 operates as customer information receiving means in cooperation with the card reader 2 described above. Specifically, the membership number read and notified by the card reader 2 is received and stored in the card number storage unit 36 (customer information storage means). At this time, the member also stores the time information at the time of storing the member number.

  The usage record reception processing unit 32 (use status information receiving unit) receives the number of user records input via the input device 3C by the employee of the movie theater, and the use record storage unit 37 (use status information storage unit). ). In this embodiment, after the movie has been screened, the number of customers who entered at the single screening is received and stored as the number of users. The actual number of users is not limited to the number of users, but may be information (usage status information) indicating the usage status of the customer in the screening. Therefore, it may be information indicating sales for the screening. Furthermore, in the above description, the information indicating the usage status in one screening is given as an example. However, the present invention is not limited to this example. Also good.

  The reduction determination processing unit 33 (comparison unit) includes a reduction determination criterion stored in advance in the reduction criterion storage unit 38 (reduction criterion information storage unit), and the number of users recorded in the usage record storage unit 37. , Compare. Here, the return reference information stored in the return reference storage unit 38 is set in advance by an employee of the movie theater and input from the input device 38. Since this information is used as a reference for determining whether or not points are returned to the customer, the information is expressed in terms of the number of users corresponding to the actual number of users, and a predetermined profit is produced in the movie theater. And it is set to a value that will be profitable even if the points are reduced. In other words, when the number of users to be compared is greater, the value is set so that the profit can be obtained even if the points are returned to all the customers used. Then, the reduction determination processing unit 33 notifies the point calculation processing unit 34 of the determination result. At this time, the point calculation processing unit 34 is also notified of the difference between the return standard expressed as a comparison result and the actual number of users.

  The point calculation processing unit 34 (return information calculation processing unit) returns a part of the usage fee with points when the number of users satisfies the return standard, that is, when the number of users is larger than the return standard. The value of the point to be returned (reduction information) is calculated. At this time, the value of the point to be returned may be a fixed value set in advance, or may be calculated based on the difference between the return criterion notified to the comparison result and the actual number of users. Then, the calculated value is notified to the point grant processing unit 35.

  The point grant processing unit 35 (return information adding means) adds the point value calculated and notified by the point calculation processing unit 34 so as to be returned to the customer. Specifically, the member number of the customer who used the service is read from the card number storage unit 36 with reference to the date and time information stored together, the point value is associated with the member number, and the point storage unit 39 ( (Reduction information storage means).

  In addition, the point value for every customer memorize | stored in the point memory | storage part 39 can be read from another system, and is utilized at the time of the service use in the other opportunity by the said customer.

[Operation]
Next, the operation of the system configured as described above, particularly the operation of the computer 3, will be described with reference to the flowchart of FIG. First, the customer presents the point card 1 to the movie theater receptionist. Then, the movie theater receptionist inserts the point card 1 into the card reader 2. Thereby, the card number is read by the card reader 2 and notified to the computer 3. The computer 3 receives the card number notification and stores it in the card number storage unit 36 (step S1, customer information receiving step). Then, the movie theater receptionist returns the point card 1 to the customer. This process continues until the movie finishes, that is, until there is no customer entering the movie (step S2).

  Subsequently, the movie theater receptionist inputs the number of users of the screening times via the input device 3C after the movie is shown. Then, the computer 3 receives the input number of users record and stores it in the user record storage unit 37 (step S3, use status information receiving step).

  Subsequently, the return determination processing unit 33 reads out the stored number of users and the return reference information stored in advance in the return reference storage unit 38 (step S4). Then, these sizes are compared (comparison step) to determine whether or not reduction is possible (step S5). At this time, if the actual number of users exceeds the return criterion, it is determined that the return is possible (positive determination in step S6).

  Subsequently, a point value to be returned to the customer is calculated (step S7, return information calculation step). At this time, the point value may be determined as a preset value, or may be determined as a value calculated by a predetermined arithmetic expression based on the difference between the actual number of users and the return criterion. Good. For example, the point value to be returned may be increased as the number of users is large and the difference is large.

  Thereafter, the member number of the customer who has watched the movie is read from the card number storage unit 36 (step S8), and the point value calculated in association with the member number is stored in the point storage unit 39 (step S9, return information aggregation step) ).

  The stored point value can be used later when the customer uses the movie theater, and can be used, for example, for discounting the usage fee. Therefore, although the case where points are returned is illustrated above, money may be returned.

  In this way, the service provider, the movie theater side, will provide customers with point-reduction services after knowing the profit status based on the number of movie visitors, that is, sales. Therefore, it is possible to improve customer satisfaction while securing profits. In addition, even if service provision to customers decreases due to the large number of customers using the service, it is possible to compensate for service usage fees for customers using the point reduction service, which improves customer satisfaction. Can be planned.

  Next, a second embodiment of the present invention will be described with reference to FIGS. FIG. 3 is a functional block diagram illustrating the configuration of the return information management system according to the second embodiment, and FIG. 4 is a flowchart illustrating the operation thereof.

  In this embodiment, a case where the service provider is an airline company and used for a service in which points are given to a customer who uses an airplane will be described as an example.

[Constitution]
The return information management system according to the present invention has substantially the same configuration as the system described in the first embodiment. Among these, the card reader 2 is installed at an airport boarding procedure gate, and the computer 100 is installed in an airport, an airline, a data center, or the like.

  Further, the configuration of the computer 100 is substantially the same as that described above, and the arithmetic device 100A incorporates a predetermined program to realize point management as described above, so that the card reading processing unit 101 and the actual use results can be obtained. A reception processing unit 102, a return determination processing unit 104, a point calculation processing unit 105, and a point grant processing unit 106 are constructed. In addition, a card number storage unit 107, a usage record storage unit 108, a return reference storage unit 109, and a point storage unit 110 are formed in the storage device 100B.

  Furthermore, in addition to the above-described configuration, the computer 100 according to the present embodiment incorporates the above-described program, so that the usage record totaling processing unit 103 is constructed in the arithmetic device 100A. The usage record totaling processing unit 103 (use status information totaling means) re-totals a plurality of stored usage record information (such as the number of passengers and sales) at a preset count timing, and stores the usage record. Store in the unit 108. For example, point return can be performed in consideration of profitability, as will be described later, in accordance with the usage status of a set arbitrary period such as summing up the usage results for one week on a specific route.

[Operation]
Next, the operation of the system configured as described above, in particular, the operation of the computer 100 will be described with reference to the flowchart of FIG. First, the customer presents the point card 1 to the boarding procedure receptionist. Then, the point card 1 is inserted into the card reader 2 to the boarding procedure receptionist. Thereby, the card number is read by the card reader 2 and notified to the computer 100. The computer 100 receives the card number notification and stores it in the card number storage unit 107 (step S21, customer information receiving step). Then, the boarding procedure receptionist returns the point card 1 to the customer. This process continues until the boarding procedure for the specific aircraft is completed (step S22).

  Subsequently, after the boarding procedure, the boarding procedure receptionist inputs the number of passengers on the flight via the input device 100C. Then, the computer 100 receives the input number of users record and stores it in the user record storage unit 108 (step S23, use status information receiving step). And the said process is performed also in the other air mail which is the same route within the preset total period. For example, a passenger's card number is memorize | stored about the same route flight of the same week, and the number of users track record is totaled.

  Subsequently, when a period for counting the preset results has elapsed and it is time to count again (Yes in step S24), the number of users in the counting period stored in the usage record storage unit 108 is collected. Are stored in the usage record storage unit 108 (step S25, usage status information totaling step).

  Subsequently, the return determination processing unit 104 reads out the newly stored number of users and the return reference information stored in advance in the return reference storage unit 109 (step S26). Then, these sizes are compared (comparison step) to determine whether or not reduction is possible (step S27). At this time, if the actual number of users exceeds the return criterion, it is determined that the return is possible (positive determination in step S28).

  Subsequently, a point value to be returned to the customer is calculated (step S29, return information calculation step). At this time, the point value may be determined as a preset value, or may be determined as a value calculated by a predetermined arithmetic expression based on the difference between the actual number of users and the return criterion. Good. For example, the point value to be returned may be increased as the number of users is large and the difference is large.

  Then, the member number of the customer who boarded is read from the card number storage unit 107 (step S30), and the point value calculated in association with the member number is stored in the point storage unit 110 (step S31, return information aggregation step).

  The stored point value can be used later when a customer uses an aircraft or when using a facility operated by an airline, for example, can be used for discounting a usage fee. . Therefore, although the case where points are returned is illustrated above, money may be returned.

  By doing so, the airline, which is the service provider, can provide the customer with a point reduction service after grasping the profitability status based on the number of passengers, that is, sales. It is possible to improve customer satisfaction while securing profits. In addition, even if service provision to customers decreases due to the large number of customers using the service, it is possible to compensate for service usage fees for customers using the point reduction service, which improves customer satisfaction. Can be planned.

  Note that the return information management system, method, and program according to the present invention are not limited to being used in movie theaters, airports, and the like mentioned in the above-described embodiments, but are used in places where services are provided by other service providers. May be.

  In addition, in the above description, a movie theater or an airport has been described as an example, and thus the case where the return service is performed based on the usage status by a plurality of customers is illustrated due to its nature, but the present invention is not limited thereto. The return service may be implemented so as to be profitable based on the usage status of one customer, for example, the usage status of multiple usages of a single customer over a certain period.

  INDUSTRIAL APPLICABILITY The present invention can be used as a system for managing points and fees to be returned to customers so that service providers can improve customer satisfaction, and has industrial applicability.

It is a functional block diagram which shows the structure of the return information management system in Example 1. FIG. It is a flowchart which shows operation | movement of the return information management system in Example 1. FIG. It is a functional block diagram which shows the structure of the return information management system in Example 2. FIG. It is a flowchart which shows operation | movement of the return information management system in Example 2. FIG.

Explanation of symbols

1 point card 2 card reader (customer information reception means)
3,100 computer (reduction information management computer)
31, 101 Card reading processing unit (customer information receiving means)
32,102 Usage result reception processing unit (usage status information reception means)
33, 104 Reduction determination processing unit (comparison means)
34,105 point calculation processing unit (reduction information calculation means)
35,106 point grant processing unit (return information adding means)
36,107 Card number storage unit (customer information storage means)
37,108 Usage record storage unit (usage status information storage means)
38,109 Reduction criterion storage unit (reduction criterion information storage means)
39,110 point storage unit (return information storage means)
103 Usage record totaling processing unit (Usage status information counting means)

Claims (15)

A return information management system that manages return information such as points and fees returned from service providers to customers,
Customer information accepting means for accepting input of customer information for identifying a customer who uses the service and storing it in the customer information storing means;
Usage status information receiving means for receiving input of usage status information representing the usage status of the service by the customer and storing it in the usage status information storage means;
Return criteria information storage means for storing return criteria information that is compared with the usage status information and serves as a reference for determining whether or not to return points, charges, etc. to the customer;
A comparison means for comparing the usage status information and the reduction criterion information;
When the usage status information satisfies the return criteria information, the return information is stored in the return information storage unit by associating the return information with the customer information so as to return points, charges, etc. to the customer stored in the customer information storage unit. Reduction information adding means for storing;
A reduction information management system characterized by comprising:   The return information management system according to claim 1, wherein the usage status information receiving unit receives and stores the usage status information indicating the usage status of the service by a plurality of customers.   3. The return information management system according to claim 2, wherein the service provided by the service provider is a service that can be used by a plurality of customers substantially simultaneously.   4. The return information management system according to claim 1, wherein the usage status information receiving means receives an input of service usage status information for a predetermined period.   5. The return information management system according to claim 4, wherein the usage status information receiving means receives and stores the input of the usage status information at the time of one service provision. A plurality of usage status information stored in the usage status information storage means is read out and aggregated, and the usage status information aggregation means for storing the aggregated new usage status information in the usage status information storage means is provided,
6. The return information management system according to claim 1, 2, 3, 4 or 5.   7. The return information management system according to claim 1, further comprising return information calculation means for calculating a value of the return information based on a comparison result of the comparison means.   8. The return information management system according to claim 7, wherein the return information calculation means calculates the return information so that the value of the return information increases as the difference between the usage status information and the return reference information increases.   9. The return information management system according to claim 1, 2, 3, 4, 5, 6, 7 or 8, wherein the usage status information is the number of service users. A return information management method for managing return information such as points and fees to be returned from a service provider to a customer using a computer,
A customer information accepting step for accepting input of customer information for identifying a customer who uses the service and storing it in the customer information storing means;
A usage status information receiving step of receiving input of usage status information representing the usage status of the service by the customer and storing it in the usage status information storage means;
Comparison that compares the return criteria information that is a criterion for determining whether or not points or charges are returned to the customer read from the return criteria information storage means and the usage status information read from the usage status information storage means Process,
When the usage status information satisfies the return criteria information, the return information is associated with the customer information and stored in the return information storage means so that the return information is added to the customer stored in the customer information storage means. Return information aggregation process,
A reduction information management method characterized by comprising:   11. The return information management method according to claim 10, wherein the usage status information receiving step receives an input of service usage status information when a predetermined period has elapsed.   12. The customer information management according to claim 10 or 11, wherein the usage status information receiving step receives and stores the input of the usage status information at the time of providing one service that can be used by a plurality of customers. Method. Prior to the comparison step, the usage status information is read out and aggregated from the plurality of usage status information stored in the usage status information storage means, and the totaled new usage status information is stored in the usage status information storage means. With a counting process,
The return information management method according to claim 10, 11 or 12.   14. The return information management method according to claim 13, wherein the return information aggregation step includes a return information calculation step of calculating a value of the return information based on a comparison result of the comparison unit. In the return information management computer that manages return information such as points and fees returned from service providers to customers,
Customer information accepting means for accepting input of customer information for identifying a customer who uses the service and storing it in the customer information storing means;
Usage status information receiving means for receiving input of usage status information representing the usage status of the service by the customer and storing it in the usage status information storage means;
Return criteria information storage means for storing return criteria information that is compared with the usage status information and serves as a reference for determining whether or not to return points, charges, etc. to the customer;
A comparison means for comparing the usage status information and the reduction criterion information;
When the usage status information satisfies the return criteria information, the return information is stored in the return information storage unit by associating the return information with the customer information so as to return points, charges, etc. to the customer stored in the customer information storage unit. Reduction information adding means for storing;
Program to realize.

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