JP2008226085A - Business management system, business management method, business management device, control method of business management device, and terminal device - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To provide a business management device, for efficiently promoting operation even if persons in charge of operation have different experience or ability, and to provide a control method of the business management device, a business management system and a business management method. <P>SOLUTION: A business controller 5 adapted to communicate with an operator terminal 2 used by an operator specifies an operation to be executed by the operator who uses the operator terminal 2, acquires help data corresponding to the operation executed by the operator from a help database 604 in response to a request from the terminal 2, and transmits the data to the terminal 2. <P>COPYRIGHT: (C)2008,JPO&INPIT

Description

  The present invention relates to a business management system, a business management method, a business management device, a business management device control method, and a terminal device that manage a worker's business.

When a plurality of workers perform work at a work place such as a store, it is required to efficiently and surely give instructions to each worker. Therefore, conventionally, an information processing apparatus with a work instruction function has been proposed that uses the work schedule of the worker to instruct work to the worker (see, for example, Patent Document 1). According to the apparatus described in Patent Document 1, the work is instructed to the worker by transmitting information indicating the work schedule to the worker's terminal device.
JP 2006-178718 A

  By the way, there are various experiences and abilities of workers who are actually engaged in work, and it may not be possible to complete the work as desired by the work manager. In such a case, the work manager needs to give instructions based on the experiences and abilities of individual workers. For example, for inexperienced personnel who give detailed instructions, Had to support. For this reason, the burden on the work manager is large, and there is a problem that efficient work management cannot be performed.

  The present invention has been made in view of the circumstances described above, and even if there is a difference in the experience and ability of the operator, a business management system, a business management method, and a business management method that can efficiently proceed with work, It is an object of the present invention to provide a business management device, a business management device control method, and a terminal device.

In order to solve the above problems, the present invention provides a business management system including a terminal device used by an operator in a business area, and a business management device configured to be able to communicate with the terminal device. The terminal device includes an input unit that receives information input by the worker, and a status report that transmits status report information indicating the work status of the worker to the job management device based on information input by the input unit. Means, a help request means for transmitting a help request for requesting a work procedure to the work management apparatus based on information input by the input means, and receiving data transmitted from the work management apparatus. And output means for reproducing and outputting, and the business management device specifies work to be performed by the worker based on status report information transmitted from the terminal device When receiving a help request transmitted from the terminal device, a help database storing help data for guiding work procedures for each work performed by the worker, and the help request transmitted from the terminal device, the situation Help data acquisition means for acquiring help data corresponding to the work specified by the management means, and help data transmission means for transmitting the help data acquired by the help data acquisition means to the terminal device, the terminal The output means included in the apparatus provides a business management system characterized in that it receives, reproduces and outputs help data transmitted from the business management apparatus.
According to this configuration, when a help request is transmitted from the terminal device used by the worker in the work area in response to the worker's input, the help data guides the work procedure corresponding to the work performed by the worker. Is transmitted from the business management device to the terminal device, and the terminal device outputs help data. As a result, when the worker performs an unfamiliar work, the work procedure can be accurately guided to the worker, and even an inexperienced inexperienced worker can reliably perform the work. Therefore, regardless of the worker's experience and ability, the work can be performed reliably and efficiently. Also, status report information indicating the worker's work status is transmitted from the terminal device to the job management device, and the job management device identifies the work performed by the worker based on the status report information. It is possible to guide a simple work procedure, and to make the work proceed even more reliably.

In the above configuration, the task management device further includes a skill level database storing information indicating a skill level for each worker and for each work performed by the worker, and the help database includes the skill level of the worker. Help data is stored every time, and when the help data acquisition means receives a help request transmitted from the terminal device, it refers to the skill database and uses the terminal device that transmitted the help request. The skill level of the worker regarding the work may be acquired, and help data corresponding to the acquired skill level may be acquired from the help database.
In this case, since help data suitable for the skill level of the worker is transmitted to the terminal device and output from the terminal device, for example, a detailed work procedure is guided to an inexperienced worker, It is possible to briefly guide the work procedure to an operator who is high, and sufficient guidance can be provided if necessary. Thus, regardless of the experience and ability of the operator, it is possible to advance the work more reliably and efficiently by performing sufficient guidance without waste only when necessary.

In the above configuration, the business management device reads a document in which a work procedure is described and outputs read data, and based on the read data output from the read unit, the job management device outputs help data according to skill level. It is good also as a structure provided with the help data preparation means to produce.
In this case, it becomes possible to create help data according to the skill level by using a document in which work procedures are described, such as an existing work manual or instruction manual, and a help database can be easily constructed.

In the above configuration, the status management unit generates, for each worker, a work history including the number of executions for each work performed by the worker based on the status report information transmitted from the terminal device. The work management device stores information indicating the skill level of each work of the worker based on the work history stored in the work history database, and stores the work history in the work history database. It may be stored in the database once.
In this case, a skill level database that accurately reflects the skill level of the worker can be constructed based on the work history including the number of executions for each work performed by the worker, so the work procedure can be guided more reliably and without waste. .

In the above-described configuration, the terminal device includes a support request unit that transmits a support request for requesting work support to the task management device based on information input by the input unit, and the task management device includes: When the support request transmitted from the terminal device is received, the work that has a skill level suitable for the work for which support is requested and is expected to be completed with reference to the skill level database and the work history database Support instruction data for specifying a person and selecting instruction means for selecting the terminal device used by the specified worker and instruction data for instructing the terminal apparatus selected by the selection means to go to support Transmitting means, and the output means provided in the terminal device receives and reproduces support instruction data transmitted from the business management device. It may be.
In this case, when a support request is transmitted from the terminal device in response to an input from the worker, the work management device identifies a worker who has a suitable skill level for the work to be supported and is expected to finish the work. An instruction is sent to the terminal device used by the person to go to support. As a result, when work is concentrated on one worker, the work can be quickly distributed, and the worker who is suitable for the work content is directed to support the worker while ensuring smooth progress of the work. Efficient and appropriate work sharing can be easily realized.

In the above configuration, the terminal device includes position information transmitting means for transmitting information indicating its own position in the business area to the business management device, and the business management device includes the location information transmitted from the terminal device. Based on the location information acquisition means for acquiring the location of the terminal device in the business area, the selection means provided in the business management device, when receiving a support request transmitted from the terminal device, the position Based on the position of the terminal device acquired by the information acquisition means, the terminal device in a position close to the place where the person should go to support may be selected.
In this case, when a support request is transmitted from the terminal device, the terminal device used by an operator having a skill level suitable for the work to be supported is used to support the terminal device close to the place to be supported. Since the instruction is sent to head, the work can be distributed without waste while ensuring the smooth progress of the work, and the work sharing efficiency can be further improved.

In the above-described configuration, the terminal device includes a support request unit that transmits a support request for requesting work support to the task management device based on information input by the input unit, and the task management device includes: When receiving a support request transmitted from the terminal device, the terminal device further includes support instruction data transmission means for transmitting instruction data for instructing the other terminal devices of the work area to go to support. The output means provided may receive, reproduce and output the support instruction data transmitted from the business management apparatus.
In this case, when a support request is transmitted from the terminal device in response to an input from the worker, an instruction is sent from the business management device to another terminal device to go to support. Work can be quickly distributed when there is a concentration. Thereby, it is possible to easily realize efficiency and optimization of the work sharing of the worker.

In the above configuration, the terminal device includes position information transmitting means for transmitting information indicating its own position in the work area to the work management device, and the support request means provided in the terminal device requests work support. A support request including information indicating a position to be supported is transmitted, and the business management device acquires a position of the terminal device in the business area based on the positional information transmitted from the terminal device. When receiving the support request transmitted from the information acquisition means and the terminal device, based on the position of the terminal device acquired by the position information acquisition means, the position is close to the place to go to support Selection means for selecting a terminal device, and the support instruction data transmission means provided in the business management device is the terminal device selected by the selection means. It may be transmitted to support instruction data to.
In this case, when a support request is transmitted from the terminal device, an instruction is sent to the terminal device that is close to the place where support is to be directed, so that the work can be distributed without waste, and further work sharing can be achieved. Can improve efficiency.

In the above-described configuration, the terminal device further includes a plurality of RFID tags arranged in the work area and having unique identification information, and the location information transmitting means provided in the terminal device receives the identification information from the RFID tag located in the vicinity of the terminal. The identification information may be acquired and transmitted to the job management apparatus as position information.
In this case, since the position of the terminal device is specified using the identification information of the RFID tag arranged in the business area, the position of the terminal device can be specified easily and quickly. In particular, the RFID tag can be easily installed, and reading of information from the RFID tag can be easily performed, for example, in a non-contact manner, so that the efficiency of work management can be further improved.

In the above configuration, the terminal device includes notification requesting means for transmitting a notification request for requesting notification to the entire business area to the business management device based on information input by the input unit, The management device may be configured to include a notification unit that receives the notification request transmitted from the terminal device and notifies the entire business area.
In this case, since notification to the entire work area can be performed by requesting notification from the terminal device, even if any abnormality or undesirable situation occurs, it is possible to respond quickly without giving a burden to the operator. As a result, it is possible to improve the ability to cope with an unfavorable situation and to greatly reduce the burden on the operator, thereby further improving the efficiency of the work.

The above configuration further includes a request terminal device that is installed in the business area and transmits a worker call request for calling a worker to the business management device, and the business management device includes: When the transmitted worker call request is received, the terminal device includes movement instruction data transmission means for transmitting movement instruction data for instructing the terminal device to go to the position of the requesting terminal device. The output means may receive and reproduce and output the movement instruction data transmitted from the business management apparatus.
In this case, when the operator is called by the requesting terminal device, the business management device instructs the terminal device to go to the position of the requesting terminal device that made the call. Can respond appropriately.

In the above configuration, the input unit included in the terminal device includes a voice recognition unit that recognizes the voice of the worker and generates information indicating the content of the voice, and the output unit is transmitted from the job management apparatus. The data may be output as sound.
In this case, it becomes possible for the worker to input by voice, and further, since data such as instructions transmitted from the business management device is transmitted to the worker by voice, the worker can suspend the work without interruption. You can input and receive instructions. As a result, the burden on the operator is extremely light, and further efficiency can be achieved.

In the above configuration, the business management device includes a use language database that stores information indicating a language used by each terminal device, the help database stores help data for each language, and the help data acquisition The means obtains help data in the language used by the terminal device that has transmitted the status report information from the help database, and the output means provided in the terminal device receives the help data transmitted from the job management device. In addition, it may be configured to reproduce and output in the language indicated by the information stored in the language database.
In this case, since the language used by the terminal device is determined in advance and help data corresponding to this language is transmitted from the business management device, it is easy and reliable even if the language that each worker is good at differs. Can be instructed to perform the work. In addition, the worker can receive instructions in the language he / she is good at and can perform the work promptly with peace of mind. As a result, even if the language ability of the worker is different, the burden on both the worker and the task management side can be greatly reduced, the task can be carried out smoothly, and efficient task management can be performed. .

In order to solve the above problems, the present invention uses a business management system including a terminal device used by a worker in a business area and a business management device configured to be able to communicate with the terminal device. An operation management method for receiving information input by the worker by the terminal device, and transmitting status report information indicating the work status of the worker to the job management device based on the input information. An operation for transmitting a help request for requesting a work procedure to the business management device based on the input information, and an operation for receiving and reproducing and outputting the data transmitted from the business management device And an operation for specifying work to be performed by the worker based on the status report information transmitted from the terminal device by the business management device, and transmitted from the terminal device. When the received help request is received, an operation for obtaining help data corresponding to the identified work from the help database storing the help data for guiding the work procedure for each work performed by the worker, and the obtained help data The operation management method is characterized in that the operation is transmitted to the terminal device.
According to this method, help data that guides the work procedure corresponding to the work performed by the worker is requested by a help request according to the worker's input from the terminal device used by the worker in the work area. Is transmitted from the business management device to the terminal device, and the terminal device outputs help data. As a result, when the worker performs an unfamiliar work, the work procedure can be guided to the worker, and even an inexperienced inexperienced worker can perform the work reliably and quickly. Therefore, the work can be efficiently advanced regardless of the experience and ability of the worker. Also, status report information indicating the worker's work status is transmitted from the terminal device to the job management device, and the job management device identifies the work performed by the worker based on the status report information. It is possible to guide a simple work procedure, and to make the work proceed even more reliably.

In order to solve the above-described problems, the present invention is configured to be communicable with a terminal device used by a worker engaged in work, and the work procedure of the work performed by the worker is determined for each skill level of the worker. A help database storing help data to be guided is provided, and in response to a request from the terminal device, help data corresponding to the skill level of the worker who uses the terminal device is acquired from the help database, and the terminal A business management device characterized by transmitting to a device is provided.
According to this configuration, help data that guides the procedure of work performed by the worker is transmitted to the terminal device used by the worker. The work procedure can be guided, and even an inexperienced inexperienced worker can perform the work reliably and quickly. Also, since help data corresponding to the skill level of the worker is transmitted to the terminal device, for example, a detailed work procedure is guided to an inexperienced worker, and to a highly skilled worker Can concisely guide the work procedure, and can provide sufficient guidance if necessary. Thus, regardless of the experience and ability of the operator, it is possible to reliably and efficiently advance the work by providing sufficient guidance without waste only when necessary.

In order to solve the above-described problems, the present invention is configured to be communicable with a terminal device used by a worker engaged in work, and the work procedure of the work performed by the worker is determined for each skill level of the worker. In response to a request from the terminal device, the business management device having a help database storing help data to be guided obtains help data corresponding to the skill level of the operator who uses the terminal device from the help database. Then, there is provided a control method for a business management apparatus, characterized in that an operation to be transmitted to the terminal device is executed.
According to this method, the task management device transmits help data that guides the procedure of the work performed by the worker to the terminal device used by the worker. It is possible to guide the work procedure to the worker, and even an inexperienced inexperienced worker can perform the work reliably and quickly. Also, since help data corresponding to the skill level of the worker is transmitted to the terminal device, for example, a detailed work procedure is guided to an inexperienced worker, and to a highly skilled worker Can concisely guide the work procedure, and can provide sufficient guidance if necessary. Thus, regardless of the experience and ability of the operator, it is possible to reliably and efficiently advance the work by providing sufficient guidance without waste only when necessary.

In order to solve the above problems, the present invention provides a terminal device that includes a microphone that collects sound and a speaker that outputs sound, recognizes the sound collected by the microphone, and sets the content of the sound to a predetermined level. Speech recognition means for generating language data described in a language, transmission means for transmitting the language data generated by the speech recognition means to an external device, and reception means for receiving language data transmitted from the external device; Voice processing means for synthesizing voice signals in a preset language based on the language data received by the receiving means and outputting voice from the speaker, wherein the voice processing means is received by the receiving means. The received language data is converted into language data of a preset language when the language data is described in a language different from the preset language. To conversion, to provide a terminal apparatus according to claim.
According to this configuration, it is possible to create language data indicating the contents of the voice by collecting and recognizing the voice, so that it is possible to realize a function as an input device using the voice, In addition, since the language data transmitted from the external device is output by voice, data output using voice can be performed. For this reason, as a man-machine interface using voice, for example, an operator engaged in some work can be used for input and information collection without interrupting the work, and work efficiency can be improved. Furthermore, when outputting language data by voice, even if the language data is written in a language different from the preset language, the language data is converted and the preset language voice is output. Therefore, information can be acquired by effectively using language data of other languages. As a result, for example, a plurality of persons using different languages can obtain the same information from one language data. For example, when instructions are given to a plurality of persons, they are described in one language. Since only language data need be prepared, instructions can be performed very efficiently.

  According to the present invention, the work procedure is accurately guided to the worker by transmitting the help data for guiding the work procedure performed by the worker to the terminal device used by the worker. It is possible to work efficiently regardless of the person's experience and ability.

Hereinafter, embodiments of the present invention will be described with reference to the drawings.
FIG. 1 is a diagram showing a schematic configuration of a business management system 1 according to an embodiment to which the present invention is applied.
The business management system 1 uses a worker terminal 2 carried by a worker in a business area where a plurality of workers work, and the business controller 5 detects the position of the worker terminal 2 and uses it for the worker. The system transmits information to the terminal 2 to support and manage the work of the worker. In the present embodiment, an example in which the present invention is applied to a store that operates a restaurant as a business area will be described. In this store, a worker (a clerk) carries the worker's terminal 2 and supports and manages business including customer service for a plurality of workers by the function of the business controller 5.

As shown in FIG. 1, the business management system 1 includes a worker terminal 2 as a terminal device used by a worker, and a display terminal 3 as a request terminal device installed at a position where a customer can operate. The position detection tags 4 installed at various locations in the store as a business area and the business controller 5 are configured.
In the figure, one display terminal 3 is shown, but in this embodiment, one or more display terminals 3 are installed at a table seat where a customer is seated in a store, as a business area. There are many in the store. Similarly, in the figure, one position detection tag 4 is shown, but a plurality of position detection tags 4 are arranged in the store. Each display terminal 3 and position detection tag 4 is given unique identification information (ID). The display terminal 3 and the position detection tag 4 are configured to be able to communicate with each other with the worker terminal 2, and include an ID given to them in response to a request from the worker terminal 2. The ID information is transmitted to the worker terminal 2.
The operator terminal 2, the display terminal 3, and the position detection tag 4 transmit and receive various information such as ID information in accordance with an RFID (Radio Frequency Identification) communication method using a frequency of, for example, 900 MHz band or 2.45 GHz band. To do.

In addition, although one worker terminal 2 is illustrated in FIG. 1, actually, a plurality of workers engaged in work in the store each carry and use the worker terminal 2. The plurality of worker terminals 2, the plurality of display terminals 3, and the business controller 5 constitute a wireless LAN compliant with, for example, the IEEE802.11 standard and can transmit and receive various types of information to and from each other. For example, the worker terminal 2 transmits various commands to the business controller 5, and in response to the command, the business controller 5 transmits work instructions and the like to the worker terminal 2. To help. When receiving the instruction from the business controller 5, the worker terminal 2 transmits this instruction to the worker as a voice.
For example, the worker uses the terminal 2 for the worker to report the current work status, request that business support is required, request for guidance on the work procedure, report the occurrence of an abnormality, and broadcast in the store. Request, a notification to get a break, etc. In response to this, the task controller 5 grasps the work status of each worker who uses the worker terminal 2, instructs the worker on the work procedure, and directs other workers to the position where support is requested. Execute warning management for abnormalities, in-store broadcasts, work management processing associated with breaks, etc.
The display terminal 3 displays various screens on which menus and the like are displayed based on display information transmitted from the business controller 5. On the other hand, the display terminal 3 transmits, to the business controller 5, complaint information indicating customer complaints about stores and workers and call information for calling workers according to customer operations.

The business controller 5 includes a main body 51, a display device 52 that is connected to the main body 51 and displays various images (including video) and information, and a speaker that outputs sound under the control of the main body 51. 53, a scanner 54 serving as a reading unit for reading characters and images from printed matter and the like, and a wireless LAN access point 55 for performing wireless communication between the worker terminal 2 and the display terminal 3. The business controller 5 includes a database (DB) unit 6 that is provided virtually or logically in a large-capacity storage device such as a hard disk device built in the business controller 5. The database unit 6 includes a worker skill database 601 storing information indicating the proficiency level (skill level) for each worker, and a standard work storing information indicating a standard work time for each task performed by the worker. A plurality of data including a time database 602, a work history database 603 that stores information on the history of work performed by the worker in the past, a help database 604 that stores information for guiding the work procedure to the worker, and the like. A database is created.
The business controller 5 has a database management function for database creation, information update, deletion, extraction, and the like for each database in the database unit 6. For example, the work procedure manual 1 </ b> A provided in the store is read by the scanner 54. By reading, information related to the work procedure is acquired, and the help database 604 is created and updated based on this information.
Hereinafter, each part which comprises the work management system 1 is demonstrated in detail.

FIG. 2 is a diagram illustrating a configuration of the worker terminal 2. As shown in FIG. 2, the operator terminal 2 includes a headset unit 20 that is worn on the operator's head and a main body unit 25 that is held on the operator's waist, arms, or clothes. The
The headset unit 20 includes an earphone 21 that outputs a sound based on a sound signal input from the main body unit 25, and a microphone 22 that collects the sound emitted by the worker and converts the sound into a sound signal. When the headset unit 20 is mounted, the earphone 21 is held by the support arm 23 so that the earphone 21 is in contact with the worker's ear and the microphone 22 is positioned at or near the worker's mouth.
The main body 25 having a substantially box-shaped housing includes a wireless LAN antenna 26 protruding outside, and wirelessly communicates with the display terminal 3 or the business controller 5 through the wireless LAN antenna 26 as described above. Execute communication. The main body 25 includes an RFID tag reader antenna 28, and performs communication with the position detection tag 4 located within a predetermined distance from the main body 25 via the RFID tag reader antenna 28.

FIG. 3 is a block diagram showing the configuration of the control system of the worker terminal 2.
As shown in FIG. 3, the worker terminal 2 stores a control unit 201 that controls each unit of the worker terminal 2 and a program, data, and the like processed by the control unit 201 in a volatile or nonvolatile manner. And a memory 203. The control unit 201 stores therein voice recognition middleware 202, and has a function of converting the voice of the worker collected by the microphone 22 into text data by executing the voice recognition middleware 202. The control unit 201 controls each unit of the worker terminal 2 by reading and executing the firmware 204 stored in the memory 203.
Under the control of the control unit 201, the worker terminal 2 includes a sound generation LSI 205 that generates a sound signal from information input as text data, and an amplifier unit 206 that amplifies the sound signal generated by the sound generation LSI 205. The audio signal amplified by the amplifier unit 206 is input to the earphone 21 included in the main body unit 25, and the audio is output from the earphone 21 toward the ear of the worker.
The voice generation LSI 205 has a function of converting input text data into voice signals of the same language, and converting text data into text data of different languages and then converting the text data into voice signals. That is, when Japanese text data is input, the voice generation LSI 205 converts the text data into data in another language such as English or Chinese, and generates an English or Chinese voice signal. For this reason, based on Japanese text data, the earphone 21 can output voices in various languages such as Japanese, English, Chinese, and the like. In the worker terminal 2, the language of the sound output from the earphone 21 can be set in advance, and the sound generation LSI 205 outputs a sound signal in the set language.
Note that the voice generation LSI 205 may be configured not to perform data conversion between different languages. In this case, when the speech generation LSI 205 transmits text data in a preset language (for example, Japanese) from the business controller 5 and inputs it from the control unit 201, the voice generation LSI 205 performs the above setting based on the text data. An audio signal in the selected language (for example, Japanese) is output. In addition, when text data in a language other than the set language is input, an audio signal in the corresponding language may be output based on the text data in this language, or without setting a language to be used in advance. The voice signal of the same language may be output based on the input text data.

The operator terminal 2 also includes an amplifier unit 206 that amplifies the audio signal output from the microphone 22 and an A / D converter 208 that converts the analog audio signal amplified by the amplifier unit 206 into digital audio data. ing. The A / D converter 208 outputs the converted digital voice data to the control unit 201, and the control unit 201 converts the input digital voice data into text data by the function of the voice recognition middleware 202.
The control unit 201 that executes the speech recognition middleware 202 has a function of recognizing speech in various languages, not limited to Japanese, and has a function of converting text data obtained by speech recognition into text data in a different language. Prepare. That is, the control unit 201 can recognize text in English or Chinese and generate text data, and then convert the text data into text data in another language such as Japanese. For this reason, since the content uttered by the operator in various languages can be processed as data in a common language (for example, Japanese) in the business controller 5, prompt processing is possible. In addition, the operator can report to the business controller 5 in a language he / she is good at and can receive instructions from the business controller 5.
The control unit 201 may be configured not to perform data conversion between different languages when the speech recognition middleware 202 is executed. In this case, the control unit 201 recognizes speech in a preset language (for example, Japanese) and outputs text data in the set language (for example, Japanese). In addition, the voice of a language other than the set language may be recognized and the text data of this language may be output, or the input voice is automatically recognized without setting the language to be used in advance. Text data in the same language may be output.

Furthermore, the worker terminal 2 includes an RFID control unit 211, an RFID modulation / demodulation unit 213, and an RFID_RF unit 214, and these units perform wireless communication between the display terminal 3 and the position detection tag 4.
The display terminal 3 and the position detection tag 4 are configured as RFID tags as will be described later, and transmit ID information including a unique ID assigned to the display terminal 3 and the position detection tag 4.
The RFID modulation / demodulation unit 213 performs modulation of a signal transmitted to the display terminal 3 or the position detection tag 4 and demodulation of a signal received from the display terminal 3 or the position detection tag 4. The RFID_RF unit 214 extracts a modulation signal from the radio signal received by the RFID tag reader antenna 28 and transmits the modulation signal output from the RFID modulation / demodulation unit 213 via the RFID tag reader antenna 28. The RFID control unit 211 operates the RFID modulation / demodulation unit 213 and the RFID_RF unit 214 according to the control of the control unit 201 to execute wireless communication with the position detection tag 4. The RFID control unit 211 transmits control information for requesting transmission of ID information to the nearby display terminal 3 and the position detection tag 4, and responds to this control information to display terminal 3 or position detection. The ID information transmitted from the tag 4 is received, and the ID included in the received ID information is stored in the memory 212 in the RFID control unit 211.

  The transmission intensity of the radio signal transmitted from the RFID tag reader antenna 28 is suppressed to a predetermined level or less, and the communication via the RFID tag reader antenna 28 is performed by the display terminal 3 located within a range of about 1 to 2 meters. This is executed with the position detection tag 4. For this reason, it may be considered that the ID information is not transmitted from the display terminal 3 or the position detection tag 4 at a location distant from the worker terminal 2. The ID information can be obtained from the display terminal 3 or the position detection tag 4 located nearby.

The operator terminal 2 includes a wireless LAN baseband unit 215, a wireless LAN modem unit 217, and a wireless LAN_RF unit 218 as functional units for configuring a wireless LAN including the display terminal 3 and the business controller 5. .
The wireless LAN baseband unit 215 generates a packet including information input from the control unit 201, and the wireless LAN modem unit 217 modulates the packet generated by the wireless LAN baseband unit 215 and sends it to the wireless LAN_RF unit 218. The wireless LAN_RF unit 218 outputs the modulated signal generated by the wireless LAN modulation / demodulation unit 217 via the wireless LAN antenna 26.

Here, the wireless LAN baseband unit 215 includes a MAC address memory 216 that stores a MAC (Media Access Control) address unique to the worker terminal 2, and the packet generated by the wireless LAN baseband unit 215 is included in the packet. Includes the MAC address stored in the MAC address memory 216. This MAC address is used for the purpose of identifying a plurality of worker terminals 2 in the above-described communication control in the wireless LAN.
Further, the wireless LAN_RF unit 218 extracts a modulation signal from a radio signal received via the wireless LAN antenna 26 and outputs the modulation signal to the wireless LAN modulation / demodulation unit 217. The wireless LAN modulation / demodulation unit 217 demodulates the modulation signal to packet The wireless LAN baseband unit 215 outputs information included in the packet generated by the wireless LAN modulation / demodulation unit 217 to the control unit 201.
Each unit shown in FIG. 2 operates by receiving drive power from a battery 27 built in the main body unit 25.

  4 and 5 are diagrams showing functions realized by the operator terminal 2. FIG. FIG. 4 particularly shows functions related to voice input, and FIG. 5 shows functions related to voice output. The functional units shown in FIGS. 4 and 5 are realized by the cooperation of hardware and software in each unit of the operator terminal 2 shown in FIG.

As shown in FIG. 4, when the worker terminal 2 accepts input by the worker's voice, the voice input unit 231, the voice recognition unit 232, the command information management unit 233, the character data creation unit 234, the position information input Functions as a unit 235, a network output control unit 236, and a network output unit 237.
The voice input unit 231 is a functional unit that collects a worker's voice, converts it into a voice signal, and further converts it into digital voice data. Specifically, the microphone 22, the amplifier unit 207, and the A / D converter 208 Etc.
The voice recognition unit 232 is a functional unit that performs voice recognition of the digital voice data converted by the voice input unit 231 and recognizes words uttered by the worker as text. The function of the voice recognition unit 232 is realized when the control unit 201 executes the voice recognition middleware 202.

The command information management unit 233 generates a command that can be processed by the business controller 5 based on the data recognized by the voice recognition unit 232. As will be described later, when the operator utters a word that reports the work status, the command information management unit 233 generates a work status command that can be processed by the business controller 5 from the text data of this word.
The data recognized by the voice recognition unit 232 is text data of words uttered by the operator, and does not always completely match the commands that can be processed by the business controller 5 and may cause slight differences in expression. There is sex. In order to cope with such a case, the command information management unit 233 performs, for example, a natural language analysis process or a recognition process of similar words / approximate expressions, and the command closest to the information that the operator wants to send to the business controller 5. Select and generate
The function of the command information management unit 233 is realized when the control unit 201 executes the firmware 204, for example.

The character data creation unit 234 creates text data of the command generated by the command information management unit 233. The function of the character data creation unit 234 is realized by the control unit 201.
The position information input unit 235 acquires the ID stored in the memory 212 and generates position information including this ID. As described above, the memory 212 stores the ID transmitted from the display terminal 3 or the position detection tag 4 located near the worker terminal 2. The position information input unit 235 reads the ID stored in the memory 212 and generates position information. The function of the position information input unit 235 is realized by the control unit 201.
The network output control unit 236 wirelessly transmits the text data created by the character data creation unit 234 and the location information generated by the location information input unit 235 to the business controller 5 as an external device by the operation of the control unit 201. Control to send.
The network output unit 237 wirelessly transmits commands and position information from the wireless LAN antenna 26 by the operations of the wireless LAN baseband unit 215, the MAC address memory 216, and the wireless LAN modulation / demodulation unit 217 under the control of the network output control unit 236. To do.
The voice input unit 231 and the voice recognition unit 232 both function as input units, and the voice recognition unit 232, the command information management unit 233, and the character data creation unit 234 both function as voice recognition units and voice processing units. The location information input unit 235, network output control unit 236, and network output unit 237 all function as location information transmission means.

On the other hand, as shown in FIG. 5, when the worker terminal 2 outputs a voice and gives an instruction to the worker, a network input unit 241, an output data creation unit 242, and a voice output control unit 243 as receiving means. , And the audio output unit 244.
The network input unit 241 extracts and demodulates a radio signal received via the wireless LAN antenna 26 by the operations of the wireless LAN baseband unit 215, the MAC address memory 216, the wireless LAN modem unit 217, and the control unit 201, and displays it. Data transmitted from the service terminal 3 or the business controller 5 is acquired.
The output data creation unit 242 generates an audio signal for outputting the data acquired by the network input unit 241 as audio. Specifically, the output data creation unit 242 is realized by the sound generation LSI 205.
The audio output control unit 243 causes the amplifier unit 206 to amplify the audio signal generated by the output data creation unit 242 with a predetermined gain. The audio output control unit 243 is realized by controlling the amplifier unit 206 by the control unit 201.
The audio output unit 244 outputs audio based on the audio signal amplified by the audio output control unit 243 and transmits it to the operator. The audio output unit 244 is realized by the earphone 21.

The worker terminal 2 transmits a command instructed by the voice of the worker and position information indicating the position of the worker terminal 2 to the business controller 5 by the function of each unit shown in FIG. Further, the worker terminal 2 transmits the information transmitted from the business controller 5 to the worker as a voice by the function of each unit shown in FIG. Thereby, as will be described later, the work procedure transmitted from the business controller 5 is promptly notified to the worker.
Specifically, the operator reports the status of the work currently being executed or the work to be started by the functions of the voice input unit 231, the voice recognition unit 232, and the command information management unit 233. For example, when the worker utters the contents of the work, such as “carry the dish to the table 10”, “starts cleaning the toilet”, “enters the cash register”, the voice is input by the voice input unit 231 and the voice recognition unit 232. It is converted into text data, and is converted into a command that can be processed by the business controller 5 by the command information management unit 233.
In addition, the worker terminal 2 can collect and recognize voices uttered by the worker toward the customer to obtain information indicating the work status of the worker. For example, when the worker says to the customer, "Are you sure you want to lower it?", This voice is recognized and a command is generated to indicate that the worker has started the work of cleaning the table. At the same time, it is transmitted to the business controller 5. Thereby, not only when a worker makes a report consciously, but also a worker's work situation can be promptly transmitted to the work controller 5.

Examples of commands transmitted from the operator terminal 2 to the business controller 5 include the following.
Work status registration command: As described above, this is a command for notifying the business controller 5 of information indicating the work status of the worker based on the voice uttered by the worker.
Help command: This is a command for the operator to request the work controller 5 for guidance on the work procedure. For example, when an operator tries to replace a roll paper for receipt printing by operating a register installed in a store and does not know the operation procedure, he / she utters “help, paper replacement work”. The command information management unit 233 of the operator terminal 2 recognizes that the command is a help command from the word “help”, and then recognizes that the register paper roll is being exchanged from the word “paper replacement”. Then, a help command relating to the roll paper replacement work is generated and transmitted to the business controller 5 by the network output control unit 236 and the network output unit 237. In response to the help command, data for guiding the work procedure is transmitted from the business controller 5, and this data is received by the network input unit 241, and the output data creation unit 242, the audio output control unit 243, and the audio output Due to the function of the unit 244, sound for guiding the work procedure is output from the earphone 21.

Support command: This is a command for an operator to request the cooperation and support of other workers. For example, this command is used when the work to be executed is duplicated and cannot be completed alone. Specifically, when the worker is requested to receive an order from a customer who is seated at the fifth table of the store, the worker utters "Please order the fifth table." The voice is recognized by the voice input unit 231 and the voice recognition unit 232, and the command information management unit 233 recognizes that the command is a support command and is an operation of receiving an order from a customer in the fifth table. A support command corresponding to is generated and transmitted to the business controller 5 by the network output control unit 236 and the network output unit 237. In response to this command, the business controller 5 transmits an instruction to perform work requested to be supported to the worker terminal 2 used by another worker. The worker terminal 2 receives an instruction from the business controller 5 and outputs from the earphone 21 a voice such as “It is an order from the 5th table. Please urgently go to the 5th table”.

Abnormality notification command: A command for reporting when an operator feels an abnormality. The operator utters a place where an abnormality has occurred, or a place where an abnormality is likely to occur, for example, “No. 3 table, please be careful”. The voice is recognized as an abnormality notification command by the command information management unit 233, and the abnormality notification command and the position information of the corresponding location are transmitted to the business controller 5. In response to this command, the business controller 5 transmits an instruction to call attention to the worker terminal 2 or all the worker terminals 2 that have approached the notified location “No. 3 table”. . As this abnormality notification command, a plurality of words corresponding to the degree of abnormality, such as “caution”, “warning”, and “response”, may be used.
In-store broadcast command: A command for an operator to request in-store broadcast by the business controller 5. For example, the operator generates a word indicating the object or content to be called in the store broadcast, such as “No. 3 table, please call”. The voice is recognized as an in-store broadcast command by the command information management unit 233, and the in-store broadcast command and information indicating a target to be called and contents are transmitted to the business controller 5. In response to this command, the business controller 5 outputs, for example, a voice saying “Customer at table 3, please return to your seat immediately” from the speaker 53 and broadcasts in-store.

FIG. 6 is a diagram showing a configuration of the display terminal 3. As described above, the display terminal 3 is installed at a position where the customer can visually recognize and operate, such as a table of a table seat where the customer is seated. A plurality of display terminals 3 can be installed in the store, and it is preferable that the display mode is such that one display terminal 3 is assigned to each customer group composed of one or a plurality of customers.
As shown in FIG. 6, the display terminal 3 includes a display unit 32 on the surface of a substantially box-shaped or thin plate-shaped main body 31, and the display unit 32 includes an image (including a video) described later. Various screens including are displayed. Moreover, the display part 32 is provided with the function as a touch panel mentioned later, and can be operated by the customer.
The main body 31 is provided with an RFID antenna 34 that receives ID information transmitted from the position detection tag 4, and further includes a battery 35 as a power source for the display terminal 3.

FIG. 7 is a block diagram showing the configuration of the control system of the display terminal 3.
As shown in FIG. 7, the display terminal 3 includes a control unit 301 that controls each unit of the display terminal 3 and a memory 302 that stores a program, data, and the like processed by the control unit 301 in a volatile or non-volatile manner. With. The control unit 301 controls each unit of the display terminal 3 by reading and executing the firmware 303 stored in the memory 302.
Under the control of the control unit 301, the display terminal 3 drives the liquid crystal display panel 305 included in the display unit 32 (FIG. 6) to display various screens, and the operation of the liquid crystal drive circuit 304 And an inverter circuit 306 for turning on the backlight 307 disposed on the back side of the liquid crystal display panel 305.
In addition, the display terminal 3 acquires the coordinates of the operation position by detecting the operation on the touch panel 308 and the touch panel 308 disposed on the surface of the liquid crystal display panel 305 in the display unit 32, and the coordinates and the operation content. And a touch panel drive circuit 309 that outputs to the control unit 201.
The control unit 301 configures a GUI (Graphical User Interface) using the liquid crystal display panel 305 in order to enable operation on the touch panel 308. That is, the control unit 301 controls the liquid crystal driving circuit 304 to display an operation screen on the liquid crystal display panel 305, and when the touch panel 308 detects an operation during display of this screen, the control unit 301 displays the operation screen. The operation contents are specified based on the contents. Then, the control unit 301 performs an operation such as transmitting call information or complaint information to the business controller 5 based on the specified operation content.

Further, the display terminal 3 includes an RFID control unit 311, an RFID modulation / demodulation unit 313, and an RFID_RF unit 314. These units function as RFID tags and are assigned to the worker terminal 2 by themselves. Send a unique ID.
The RFID modulation / demodulation unit 313 performs modulation of a signal transmitted to the worker terminal 2 and demodulation of a signal received from the worker terminal 2. The RFID_RF unit 314 extracts a modulation signal from the radio signal received by the RFID antenna 34 and transmits the modulation signal output from the RFID modulation / demodulation unit 313 via the RFID antenna 34.
The RFID control unit 311 operates the RFID modulation / demodulation unit 313 and the RFID_RF unit 314 according to the control of the control unit 301 to execute wireless communication with the worker terminal 2. That is, the RFID control unit 311 includes the ID stored in the memory 312 when control information requesting to transmit ID information is transmitted from the worker terminal 2 and this control information is received by the RFID antenna 34. ID information is generated, and the ID information is transmitted to the worker terminal 2 by the RFID modulation / demodulation unit 313 and the RFID_RF unit 314.
The transmission intensity of the radio signal transmitted from the RFID antenna 34 is suppressed to a predetermined level or less, and communication via the RFID antenna 34 is performed with the operator terminal 2 located within a range of about 1 to 2 meters. Executed between.

The display terminal 3 includes a wireless LAN baseband unit 315, a wireless LAN modem unit 317, and a wireless LAN_RF unit 318 as functional units for configuring a wireless LAN including the display terminal 3 and the business controller 5.
The wireless LAN baseband unit 315 generates a packet including information input from the control unit 301, and the wireless LAN modulation / demodulation unit 317 modulates the packet generated by the wireless LAN baseband unit 315 and transmits the packet to the wireless LAN_RF unit 318. The wireless LAN_RF unit 318 outputs the modulated signal generated by the wireless LAN modulation / demodulation unit 317 via the wireless LAN antenna 33.
Here, the wireless LAN baseband unit 315 includes a MAC address memory 316 that stores a MAC address unique to the display terminal 3, and a packet generated by the wireless LAN baseband unit 315 includes a MAC address memory 316. The MAC address stored in is included. This MAC address is used for communication control in the above-described wireless LAN, and for example, a plurality of display terminals 3 can be identified.
Further, the wireless LAN_RF unit 318 extracts a modulation signal from the wireless signal received via the wireless LAN antenna 33 and outputs the modulated signal to the wireless LAN modulation / demodulation unit 317. The wireless LAN modulation / demodulation unit 317 demodulates the modulation signal to packet The wireless LAN baseband unit 315 outputs information included in the packet generated by the wireless LAN modulation / demodulation unit 317 to the control unit 301.
7 operates by receiving drive power from a battery 35 built in the main body 31.

FIG. 8 is a diagram showing functions realized by the display terminal 3 through cooperation between hardware and software.
As shown in FIG. 8, the display terminal 3 functions as an information input unit 331, an output data creation unit 332, an output control unit 335, an output unit 336, and a network output unit 338 in accordance with customer operations.
The information input unit 331 detects the operation on the touch panel 308 to acquire the coordinates of the operation position, and detects the operation based on the display information on the operation screen displayed on the liquid crystal display panel 305 at the time of the operation. The operation content corresponding to the coordinate position is specified, and the customer operation content is acquired. The information input unit 331 is realized by the touch panel 308, the touch panel drive circuit 309, and the control unit 301.
Examples of information input using the touch panel 308 include complaints (claims) from customers to stores. Examples of complaints include customer service complaints regarding customer service attitudes of customer service workers, misdistribution of foods as products, delayed delivery, etc., and product complaints regarding food quality. In addition, the customer uses the touch panel 308 to perform a request (call) operation so that the worker can come to the table in order to order goods.
The output data creation unit 332 creates data for performing output according to the operation content acquired by the information input unit 331. For example, when the operation acquired by the information input unit 331 is a complaint from a customer, the output data creation unit 332 creates a complaint information creation unit that creates complaint information for transmitting the content of the complaint to the business controller 5 333 and a call information creation unit 334 that creates call information for transmitting information to the worker terminal 2 in response to the request when the operation acquired by the information input unit 331 is a call from a customer; It has. The complaint information created by the complaint information creation unit 333 and the call information created by the call information creation unit 334 include an ID unique to the display terminal 3.
Further, the output data creation unit 332 has a function of generating display information for displaying a screen on the liquid crystal display panel 305. The function of the output data creation unit 332 is realized by the control unit 301.

  The output control unit 335 wirelessly transmits the complaint information created by the complaint information creation unit 333 to the business controller 5 by the operation of the control unit 301, or the call information created by the call information creation unit 334 is a display terminal. In order to wirelessly transmit to 3, a packet in a format that can be transmitted and received by the wireless LAN is generated, and communication control for wirelessly transmitting the packet is performed. Further, the output control unit 335 generates display information for causing the liquid crystal display panel 305 to display the complaint information or the call information itself, a message indicating that the complaint information or the call information has been received, or other display data. To do. The function of the output control unit 335 is realized by the control unit 301.

  Based on the display information generated by the output control unit 335, the output unit 336 drives the liquid crystal display panel 305 by the liquid crystal driving circuit 304 and displays various screens, and the output control unit 335 generates the screen. The wireless LAN baseband unit 315, the wireless LAN modem unit 317, and the wireless LAN_RF unit 318 are provided with a network output unit 338 that wirelessly transmits packets from the wireless LAN antenna 33. The display unit 337 and the network output unit 338 are both realized by the control unit 301 controlling each unit.

FIG. 9 is a diagram showing the configuration of the position detection tag 4, and FIG. 10 is a block diagram showing the configuration of the control system of the position detection tag 4.
As shown in FIG. 9, the position detection tag 4 has a configuration in which an RFID antenna 41 is provided in a main body incorporating a battery 42. As described above, the position detection tag 4 is an RFID tag disposed in various places of a store as a business area, and is an active tag that transmits a radio signal using a battery 42 incorporated therein as a power source.
The position detection tag 4 includes a control unit 401 that controls each unit of the position detection tag 4 and a memory 402 that stores a program, data, and the like processed by the control unit 401 in a volatile or non-volatile manner. The control unit 401 controls each unit of the position detection tag 4 by reading and executing the firmware 403 stored in the memory 402.
Further, the position detection tag 4 includes an RFID control unit 404, an RFID modulation / demodulation unit 406, and an RFID_RF unit 407, and these units perform wireless communication with the worker terminal 2. The RFID control unit 404 includes a memory 405 that stores a unique ID assigned to itself.

The RFID modulation / demodulation unit 406 performs modulation of a signal transmitted to the worker terminal 2 and demodulation of a signal received from the worker terminal 2. The RFID_RF unit 407 extracts a modulation signal from the radio signal received by the RFID antenna 41 and transmits the modulation signal output from the RFID modulation / demodulation unit 406 via the RFID antenna 41.
The RFID control unit 404 operates the RFID modulation / demodulation unit 406 and the RFID_RF unit 407 according to the control of the control unit 401 to execute wireless communication with the worker terminal 2. In other words, the RFID control unit 404 includes the ID stored in the memory 405 when control information requesting to transmit ID information is transmitted from the worker terminal 2 and this control information is received by the RFID antenna 41. ID information is generated, and the ID information is transmitted to the worker terminal 2 by the RFID modulation / demodulation unit 406 and the RFID_RF unit 407.
The transmission intensity of the radio signal transmitted from the RFID antenna 41 is suppressed to a predetermined level or less, and communication via the RFID antenna 41 is performed with the worker terminal 2 located within a range of about 1 to 2 meters. Executed between.

FIG. 11 is a diagram illustrating a configuration of a control system of the business controller 5.
As shown in FIG. 11, the business controller 5 includes a control unit 501 that controls each unit of the business controller 5 and a memory 502 that stores programs, data, and the like processed by the control unit 501 in a volatile or non-volatile manner. Prepare. The control unit 501 stores information including a display processing unit 503 for displaying various screens by the display device 52, a voice input / output unit 504 for outputting voice from the speaker 53, the database unit 6 shown in FIG. A storage unit 505 is connected. Further, a scanner 54 and a key input device 56 provided outside the main body 51 are connected to the controller 501.

The display processing unit 503 generates a video signal for displaying various screens on the display device 52 under the control of the control unit 501, and outputs the video signal to the display device 52. The display device 52 includes an LCD (liquid crystal display) panel and the like, and displays various screens based on the video signal input from the display processing unit 503.
The audio input / output unit 504 generates an audio signal according to the control of the control unit 501 and outputs the audio signal to the speaker 53. The speaker 53 reproduces and outputs sound based on the sound signal input from the sound input / output unit 504. The speaker 53 is installed in a store as a business area, for example, and outputs sound for the purpose of in-store broadcasting.
The storage unit 505 is a storage device using a recording medium or a semiconductor storage element capable of recording / reading information magnetically or optically, and stores various programs and data in a nonvolatile manner. The storage unit 505 is provided with storage areas that are virtually, logically, or physically partitioned. These storage areas include an operator-specific skill level database 601, a standard work time database 602, a work history database 603, and It is used as each database such as the help database 604.
The network interface unit 506 is connected to the wireless LAN access point 55 and transmits information to the business controller 5 using the wireless LAN access point 55 under the control of the control unit 501, or from the display terminal 3 or the business controller 5. The transmitted information is received by the wireless LAN access point 55.
The wireless LAN access point 55 is a device that forms a LAN including the display terminal 3 and the business controller 5 in a store as a business area, and includes an antenna, an RF unit, Built-in modulation / demodulation unit and baseband unit.
The key input device 56 is a device having character keys including numbers and function keys to which various functions are assigned. The key input device 56 generates an operation signal corresponding to the key operated by the operator and outputs the operation signal to the control unit 501. To do.

12 and 13 are diagrams showing functions realized by the business controller 5. FIG. 12 shows basic functions of the business controller 5. FIG. 13 shows functions related to creation of the help database 604. The functional units shown in FIGS. 12 and 13 are realized by cooperation of hardware and software by the business controller 5.
As shown in FIG. 12, the business controller 5 receives a network input unit 511, a position information processing unit 512, and a command processing unit 513 that operate in response to input of information wirelessly transmitted from the worker terminal 2 and the display terminal 3. A key input unit 515 and a schedule management unit 516 that accept input by operating the key input device 56, a storage unit 514 that stores the input information in the storage unit 505, and outputs data stored in the storage unit 505 Functions as an external data creation unit 517, an external control unit 518, and an output unit 520.
The network input unit 511 receives and demodulates information wirelessly transmitted from the worker terminal 2 or the display terminal 3 by the wireless LAN access point 55. The network input unit 511 is realized by the control unit 501 and the network interface unit 506.
When the information received by the network input unit 511 is information transmitted from the worker terminal 2, the position information processing unit 512 extracts position information included in this information. The position information processing unit 512 is realized by the control unit 501.
When receiving information transmitted from the worker terminal 2 or the display terminal 3 by the network input unit 511, the command processing unit 513 extracts and acquires a command from the received information. The command processing unit 513 is realized by the function of the control unit 501.

Further, the key input unit 515 acquires information input by operating the key input device 56. The schedule management unit 516 manages the work schedule of the worker according to the information input by operating the key input device 56. The key input unit 515 is realized by the functions of the key input device 56 and the control unit 501, and the schedule management unit 516 is realized by the functions of the control unit 501.
The storage unit 514 stores the command acquired by the command processing unit 513, the information processed by the schedule management unit 516, and the like in the storage unit 505, and reads out necessary information from the information stored in the storage unit 505. . The storage unit 514 is realized by controlling the storage unit 505 by the control unit 501.

The external data creation unit 517 is realized by the function of the control unit 501 and is a functional unit that creates information to be output to the outside. Specifically, the external data creation unit 517 creates information to be displayed on the display device 52, information to be output as sound from the speaker 53, and information to be transmitted to the worker terminal 2 or the display terminal 3. To do.
The output unit 520 includes a display unit 521 that causes the display processing unit 503 to display various screens, a network interface unit 506, and a wireless LAN access point 55. A network output unit 522 that wirelessly transmits information to the terminal 3, and an audio output unit 523 that outputs audio from the audio input / output unit 504 and the speaker 53 are configured.

The function controller shown in FIGS. 12 and 13 allows the business controller 5 to perform an interrupt business instruction process, a complaint registration process, a standard work time database creation process, a work history database creation process, a worker-specific skill database creation process, and a help database. Creation processing and processing schedule creation / management processing are executed.
The interruption work instruction process is a process for instructing another worker terminal 2 to perform the work requested by the support command when a support command is transmitted from the worker terminal 2, for example. In this process, the business controller 5 is in a position close to the work place requested by the support command, has sufficient time until a break or work end, and is not currently working or is expected to be finished. An operator is selected and an instruction is transmitted to the worker terminal 2 of this worker.
In the complaint registration process, when the complaint information transmitted by the operation of the display terminal 3 is received, the content of the complaint information and the worker who is the object of the complaint information are specified and stored in the storage unit 505. It is processing to do.

In addition, in the standard work time database creation process, the business controller 5 creates a standard work time database 602 that defines a standard work time for each work that the worker engages in the store, based on preset numerical values. To do.
FIG. 15 is a diagram illustrating a configuration example of the standard work time database 602. As shown in FIG. 15, in the standard work time database 602, standard work times are defined for various tasks performed in the store. For example, it is defined that a roll paper replacement operation in a cash register operation is completed in 5 minutes. By the way, the working time required for various work varies depending on the skill level of the worker. For this reason, in the standard work time database 602, the skill level of the worker is divided into a plurality of stages, and the standard work time for each stage is defined. In the example of FIG. 15, six levels of skill levels 0 to 5 are set, and standard work times for each skill level are defined. For example, the roll paper replacement operation in the cash register operation is completed in 2 minutes for level 5 workers and in 9 minutes for level 1 workers.
Since the standard work time in the standard work time database 602 may be affected by the specifications of the store equipment, the store structure, etc., it is desirable to update it according to the results of actual work performed by the worker. . Therefore, when the work controller 5 receives the work status registration command transmitted from the worker terminal 2 and performs the work history database creation process described below, the work controller 5 And the standard work time database 602 is updated based on this time.

In the work history database creation process, the business controller 5 acquires the work status of each worker based on the work status registration command transmitted from the worker terminal 2, and for each worker, the start time for each work, A work history database 603 is created by recording work results such as end time and work place. The work results can include break start and end times, and can also include scheduled end times. The work history database 603 stores information related to work results for each worker and for each work day.
FIG. 16 is a diagram illustrating a configuration example of the work history database 603. The work history database 603 illustrated in FIG. 16 stores work start and end times and work contents in association with each other as the work history of the worker “Yamada” on the work day “January 20, 2007”. Yes. The work content includes information indicating the work place. The information indicating the work place is a table number or a place name in the store. This information can be obtained based on the position information transmitted from the worker terminal 2, that is, the ID of the display terminal 3 or the position detection tag 4.

In the skill level database creation process for each worker, the business controller 5 obtains information such as work results, processing ability for each work, complaint information input by the customer in the past, usable language, etc. for each worker. Based on the information, for example, the skill level of each worker represented in six levels of levels 0 to 5 is determined, and the skill level database 601 for each worker is created. The work performance and the processing capacity for each work can be obtained from the information related to the work time in the work history database 603 and the schedule information created by the schedule creation / management process described later. Further, the complaint information input by the customer in the past is obtained from the information registered in the complaint registration process.
FIG. 14 is a diagram illustrating a configuration example of the skill level database 601 for each worker. The worker skill database 601 corresponds to a skill database and a language database. In the skill level database 601 by worker illustrated in FIG. 14, for four workers, total work time, processing time for each work content, number of complaints, skill level, usable language, and language ability for each language Is stored. The work contents may be classified as finely as the work contents of the standard work time database 602 shown in FIG. 15, for example, or may be classified larger than the standard work time database 602. The information on the usable languages stored in the skill level database 601 for each worker can be used as information for designating the language used on the worker terminal 2 used by each worker. That is, in the example of FIG. 14, the workers “Yamada” and “Yoshioka” have “○” as the usable language, so the operator terminal 2 used by “Yamada” and “Yoshioka” In contrast, the business controller 5 transmits Japanese data. Further, in the example of FIG. 14, the usable language of the worker “Richard” is “△” in Japanese and “◯” in English, and the usable language of the worker “Chen” is “△” in Japanese, Chinese The word is “○”. The work controller 5 may transmit English or Chinese data that each worker is good at to the worker terminals 2 used by these workers “Richard” and “Chen”. Japanese data may be sent if there is a consent of the store or a request for store operation. In this case, it is only necessary that the business controller 5 is set to use at least one of “△” or “◯” in the worker skill database and give priority to Japanese. .

  Further, as illustrated in FIG. 13, the business controller 5 performs an operation of creating a help database 604, and an image input unit 531 that acquires an image by the scanner 54 and character recognition of the image acquired by the image input unit 531. It functions as a storage unit 536 that executes processing to add and update the help database 604 based on the characters recognized by the character recognition unit 532 and the character recognition unit 532 that recognize characters included in the acquired image. The business controller 5 also acquires a key input unit 534 that acquires information input by operating the key input device 56, and the help data stored in the help database 604 based on the information acquired by the key input unit 534. It also functions as a help data management unit 535 that performs management. These functions are realized by the scanner 54, the key input device 56, the control unit 501, and the storage unit 505.

In the help database creation process, the business controller 5 scans the manual 1A (FIG. 1) with the image input unit 531 and creates the character data of the manual 1A with the character recognition unit 532 and the character data creation unit 533. Further, the text data creation unit 533 creates text data of sentences that guide the work procedure from the character string of the manual 1A based on the keywords included in the created character data for each skill level, and the storage unit 536 creates a database as a database. Store. In this help database creation process, the image input unit 531, the character recognition unit 532, the character data creation unit 533, the key input unit 534, the help data management unit 535, and the storage unit 536 function as help data creation means.
FIG. 17 is a diagram illustrating a configuration example of the help database 604. In the help database 604 illustrated in FIG. 17, text data for guiding the work procedure is stored for each skill level of levels 1 to 5 for the roll paper replacement work. This text data is more concise as the level of proficiency is higher and becomes more detailed as the level is lower. It provides detailed guidance to unskilled workers, while Has been able to provide brief guidance in a short time. In the process of creating text data for each skill level based on the manual 1A, the character data of the manual 1A is based on keywords such as “roll paper”, “lever”, “key”, “exchange”, for example. Edit to
In this help database creation process, help data can be created in a plurality of languages and stored in the help database 604. In this case, help data is stored in the help database 604 in a plurality of languages, and help data in different languages are associated with each meaning. That is, when text data of a plurality of languages is stored in the help database 604 as help data for instructing a certain work, these text data are associated with each other. For this reason, after identifying the help data to be transmitted to the worker terminal 2, the business controller 5 selects and acquires help data in the language corresponding to the worker terminal 2, and the worker terminal 2 Can be sent to.

  In the schedule creation / management process, the business controller 5 receives the store schedule such as the worker's workable time per day, the estimated sales amount of the day, and the store's business hours, and the like. Based on the skill level of each worker, assignment of work to each worker and work schedule are determined.

Here, processing for specifying the position of the operator terminal 2 by the business controller 5 will be described in detail.
FIG. 18 is a diagram illustrating an arrangement example of the position detection tags 4 in the store, and is a plan view of the store. FIG. 19 is a diagram illustrating a configuration example of the in-store tag-position related information 111. FIG. 20 is a diagram illustrating a configuration example of the work-position related information 112.
As shown in FIG. 18, a store 100 as a business area in which the business management system 1 is installed includes a customer service area 101 that performs customer service, a kitchen area 102 that performs cooking, and an office area 103 that performs management business. It is divided into. The office area 103 is also used as a resting place for workers. The business controller 5 is installed on a desk for management work in the office area 103.

In the customer service area 101, five tables 1 to 5 on which customers are seated are installed, and display terminals 3 are installed on each table.
In the customer service area 101, position detection tags 4 are arranged in the vicinity of the automatic door at the entrance of the store 100, in the vicinity of each table and in the passage between the tables, the cooking place, the toilet, and the like. Further, in the kitchen area 102, position detection tags 4 are arranged in the vicinity of the respective working places of the washing place, the range stand, the fryer, the stove, and the refrigerator, and the office area 103 has a table for rest and management work. Position detection tags 4 are respectively disposed on the desks. As described above, the display terminal 3 and the worker terminal 2 and the position detection tag 4 and the worker terminal 2 can communicate with each other at a distance of approximately 1 to 2 meters. For this reason, the arrangement state of the display terminal 3 and the position detection tag 4 is, for example, as shown in FIG. 18, with an interval of 1 to 2 meters or more between the adjacent display terminal 3 or position detection tag 4. It is preferable.
In order to specify the position in the customer service area 101 in detail, the customer service area 101 is virtually divided into eight floors 1 to 8.

As described in FIG. 18, all display terminals 3 and position detection tags 4 installed in the store 100 are assigned unique IDs as RFID tags.
The in-store tag-position related information 111 shown in FIG. 19 corresponds to the installation location of the display terminal 3 and the position detection tag 4 and the ID of the installed display terminal 3 or the position detection tag 4. It is attached.
The in-store tag-position related information 111 is stored in the storage unit 505 provided in the business controller 5. For this reason, the business controller 5 refers to the in-store tag-position related information 111 and is included in the position information when specifying the position of the worker based on the position information transmitted from the worker terminal 2. The location corresponding to the ID can be specified.
Further, the business controller 5 can display a store plan as shown in FIG. 18 on the screen of the display device 52. In the in-store tag-position related information 111, coordinates on the screen of the display device 52 are associated with the IDs of the display terminals 3 and the position detection tags 4. For this reason, the position of the specific display terminal 3 or the position detection tag 4 can be displayed on the store plan view displayed on the display device 52 based on the in-store tag-position related information 111. As a result, an operator who operates the business controller 5 and performs management work looks at the screen of the display device 52 and positions of the display terminals 3 and the position detection tags 4, and further, each operator terminal 2. The position can be grasped promptly.

Further, the work-position related information 112 illustrated in FIG. 20 is associated with the work content and the position (place) where the work is performed.
For example, the cash register operation is started at the position where the position detection tag 4 with ID 006 is disposed, and the location at the end is also the same position. On the other hand, in the work of cleaning up the table, the start position is any one of the tables 1 to 5, and the end position is a cooking place. For this reason, 001 to 005 which are IDs of the display terminals 3 installed in the tables 1 to 5 are set as the start position, and 008 which is the ID of the position detection tag 4 of the cooking place is set as the end position. Yes.
If this work-position related information 112 is used, the work contents of the worker can be determined only from the position information of the worker terminal 2. When a work status report command is transmitted from the worker terminal 2, the work progress status can be known based on the position information of the worker terminal 2, and the work has already been completed. Thus, it can be detected that the worker has moved to another place or moved to another place during work.

FIG. 21 is a diagram illustrating an example of a distribution state of points virtually distributed in stores. FIG. 22 is a diagram illustrating a configuration example of the distance determination information 113.
As shown in FIG. 21, a plurality of points indicating positions are virtually set in the store 100, and the distance determination information 113 indicates the distance between the points. If the distance determination information 113 is used, for example, it is possible to specify the worker terminal 2 that is closest to a certain position, and to estimate the time required for the worker to move from one position to another. is there.

The distance between the points indicated in the distance determination information 113 can be obtained by the following method, for example.
Here, a case where the distance between points P004 and P017 shown in FIG. 22 is obtained will be described as an example. First, all the points P001 to P046 of the store 100 are defined as adjacent points and related points located on the same straight line. For example, points P001, P005, P008, P015, and P021 correspond to the related points of the point P004. Next, the reference point P004 is determined as a determination point, and related points (P001, P005, P008, P015, P021) related to the determination point P004 are searched.
Here, the determination point and the related point searched are stored, and the related point registered in each related point is searched. However, since points that have already been saved are excluded, P009, which is a related point of P008, corresponds to points other than P001, P004, P005, P008, P015, and P021. The point P009 is added and stored, and the related point of the related point P009 is searched. Here, since points that have already been saved are excluded, points P002, P010, P017, P018, P024, and P029 are applicable. The search for the related points is repeated, and when the target position P017 is searched, the distances from the determination point to the related point and from the related point to the target position are summed up. The distance from the points P004 to P017 is the distance 50 + 100 + 100 = 250.
The above processing is performed for all the related points, and the distances are arranged in ascending order for a plurality of routes having the same determination point and target position, and the minimum distance is selected. Thereby, the distance between all the points in the store 100 is calculated | required, and the distance determination information 113 shown in FIG. 22 is produced.

Next, the operation of the business management system 1 will be described.
Each of FIGS. 23 to 31 is a flowchart showing the operation of the business management system 1. FIG. 23 particularly shows the basic operation of the business management system 1.
Prior to the start of normal business, the business controller 5 defines and registers commands that are transmitted and received between the operator terminal 2, the display terminal 3, and the business controller 5, for example, by operating the key input device 56. (Step S101). The business controller 5 creates a list of registered commands (step S102), and transmits this command list to the worker terminal 2 (step S103).

The worker terminal 2 receives the command list transmitted from the business controller 5 (step S104), and creates a language model of commands included in the command list (step S105). This language model is a model for recognizing a word as a command when an operator utters a word corresponding to the command or a similar word.
Thereafter, the worker terminal 2 executes an operation for recognizing the worker's voice (step S106), and when the voice corresponding to the command is recognized, the text data obtained by the voice recognition is a command. Is added (step S107), and communication with the nearby display terminal 3 or position detection tag 4 is performed in order to obtain data indicating the position (step S108).
Here, when the display terminal 3 or the position detection tag 4 in the vicinity of the worker terminal 2 transmits the ID information (step S109), the worker terminal 2 receives the transmitted ID information, An ID included in the ID information is acquired (step S110), and command data is transmitted to the business controller 5 together with position information including the acquired ID (step S111).
The business controller 5 receives the data transmitted from the worker terminal 2 (step S112), recognizes that the command is based on the flag, and executes processing based on the command (step S113).

When the touch panel 308 is operated on the display terminal 3 and the customer inputs a call, the display terminal 3 acquires the information input by this operation (step S121) and displays the acquired information on the acquired information. A flag indicating that the request is from the service terminal 3 is attached (step S122), and the request is transmitted to the business controller 5 (step S123). A request is a generic term for the above call information and complaint information.
The business controller 5 receives the data transmitted from the display terminal 3 (step S124), determines that the received data is a request based on the flag, and executes processing according to this request ( Step S125).
In the processing shown in FIG. 23 and the processing described below, when the business controller 5 performs data conversion between different languages, the work controller 2 is data in a predetermined language (for example, Japanese). When the worker terminal 2 does not convert the data between different languages, the language of the data to be transmitted is specified based on the information on the usable languages stored in the skill level database 601 for each worker. And send data in this language.

Hereinafter, the operations in FIGS. 24 to 28 are processes executed by the business controller 5 after receiving a command or the like transmitted from the worker terminal 2, and correspond to step S113 in FIG.
FIG. 24 is a flowchart showing the operation of the task management system 1 related to command processing, and particularly shows the operation related to the work status registration command. In the operation shown in FIG. 24, the operator terminal 2 functions as status reporting means, and the business controller 5 functions as status management means.

The business controller 5 temporarily stores the received information (step S131), and determines whether it is a work status registration command (step S132).
If the received command is a work status registration command (step S132; Yes), the business controller 5 refers to the work-position related information 112, and the work content indicated by the command and the position information received together with the command are: It is discriminated whether or not it is compatible (step S133). If it is not compatible, the command reception time, the work content indicated by the command, and the position information are stored in the work history database 603 (step S134). .
When the work content and the position information are matched (step S133; Yes), the business controller 5 refers to the standard work time database 602 and searches for a standard work time required for the work indicated by the received command. (Step S135). Here, the search is performed in consideration of the skill level of the worker who uses the worker terminal 2 that has transmitted the command. Then, the business controller 5 acquires the standard work time in the standard work time database 602 (step S136), obtains the time at which the work is expected to end from the acquired standard work time, and determines the work status of the worker and the end of the work. The schedule is stored in the work history database 603 (step S137).

Subsequently, the business controller 5 starts processing for confirming the work position (step S138), and transmits data for requesting transmission of position information to the worker terminal 2 (step S139).
The worker terminal 2 receives the data transmitted from the business controller 5 (step S140), and executes communication with the nearby display terminal 3 or position detection tag 4 (step S141). Here, when the display terminal 3 or the position detection tag 4 near the worker terminal 2 transmits the ID information (step S142), the worker terminal 2 receives the transmitted ID information, An ID included in the ID information is acquired (step S143), and position information including the acquired ID is transmitted to the business controller 5 (step S144).
The business controller 5 receives the position information transmitted from the worker terminal 2 (step S145), and determines whether or not the received position information is at the scheduled end position of the currently executed work (step S146). ), If it is not at the scheduled end position, the process returns to step S138.
When the position information of the worker terminal 2 matches the planned end position of the work (step S146; Yes), the business controller 5 updates the information in the work history database 603 as the work is completed (step S147). This process ends.

  If the command received from the worker terminal 2 is not a work status registration command (step S132; No), the business controller 5 determines whether or not this command is a work end report command (step S148). . If the command is a work end report command (step S148; Yes), the business controller 5 proceeds to step S147 and updates information in the work history database 603. If the command is not a work end report command (step S148; No), processing corresponding to the corresponding command is executed as described later.

FIG. 25 is a flowchart showing the operation of the business management system 1 related to command processing, and particularly shows the operation related to the help command. In the operation shown in FIG. 25, the operator terminal 2 functions as help request means, and the business controller 5 functions as help data acquisition means and help data transmission means.
The business controller 5 temporarily stores the received information (step S151), and determines whether it is a help command (step S152).
When the received command is a help command (step S152; Yes), the business controller 5 determines the skill level of the worker who uses the worker terminal 2 that has transmitted the help command from the skill level database 601 for each worker. Search is performed (step S153), and the level of skill is acquired (step S154).
Then, the business controller 5 searches the help database 604 for work instruction data corresponding to the work being performed by the worker and the skill level of the worker (step S155), and acquires the corresponding work instruction data. (Step S156). The business controller 5 transmits the acquired work instruction data to the worker terminal 2 (step S157), and the worker terminal 2 receives the transmitted data (step S158) and temporarily stores it. (Step S159), a work instruction is output as sound from the earphone 21 (step S160).
If the received command is not a help command (step S152; No), processing corresponding to the corresponding command is executed.

FIG. 26 is a flowchart showing the operation of the business management system 1 related to command processing, and particularly shows the operation related to the support command. In the operation shown in FIG. 26, the operator terminal 2 functions as a support request unit and a position information transmission unit, and the business controller 5 functions as a support instruction data transmission unit, a position information acquisition unit, and a selection unit.
The business controller 5 temporarily stores the received information (step S171), and determines whether it is a support command (step S172).
If the received command is a support command (step S172; Yes), the business controller 5 can perform a specific business that can only be performed by an operator who has reached a certain skill level for the work requested for support by the support command. Is determined (step S173). Here, when it corresponds to a specific task (step S173; Yes), the task controller 5 searches the skill level database 601 for each worker for the level of skill level of other workers working in the store. (Step S174), the level of proficiency of each worker is read and stored temporarily (Step S175).
And the process which confirms the position of the terminal 2 for workers nearest to the work position of the operation | work for which support was requested | required by the support command is started (step S176), and transmission of positional information to the other terminal 2 for workers Is transmitted (step S177). On the other hand, when the work requested to be supported by the support command does not correspond to the specific task (step S173; No), the task controller 5 proceeds to step S176 as it is.

Each worker terminal 2 receives the data transmitted from the business controller 5 (step S178), and executes communication with the nearby display terminal 3 or position detection tag 4 (step S179). Here, when the display terminal 3 or the position detection tag 4 in the vicinity of the worker terminal 2 transmits the ID information (step S180), the worker terminal 2 receives the transmitted ID information, An ID included in the ID information is acquired (step S181), and position information including the acquired ID is transmitted to the business controller 5 (step S182).
The business controller 5 receives the position information transmitted from the worker terminal 2 (step S183), and updates the information in the work history database 603 based on the received position information (step S184).

Subsequently, the business controller 5 confirms the work status of each worker based on the information in the work history database 603 (step S185), and confirms the remaining working hours of each worker based on the work schedule (step S186). . The business controller 5 selects a worker suitable for the work for which support is sought (step S187), creates data instructing to go to support (step S188), and the worker's terminal 2 for the selected worker. The data is transmitted to (step S189). Here, even if the business controller 5 is a business that does not correspond to a specific business, based on the information acquired from the skill level database 601 and the work history database 603 for each worker, An operator may be selected based on the work status.
The worker terminal 2 receives the instruction data (step S190), temporarily stores it (step S191), and outputs the instruction from the earphone 21 by voice (step S192).
If the received command is not a support command (step S172; No), processing corresponding to the corresponding command is executed.

FIG. 27 is a flowchart showing the operation of the business management system 1 related to command processing, and particularly shows the operation related to the abnormality notification command and the in-store broadcast command. In the operation shown in FIG. 27, the operator terminal 2 functions as a notification request unit, and the business controller 5 functions as a notification unit.
The business controller 5 temporarily stores the received information (step S201), and determines whether it is an abnormality notification command (step S202).
When the received command is an abnormality notification command (step S202; Yes), the business controller 5 extracts contents to be warned from the abnormality notification command and temporarily stores them (step S203), and the operator terminal 2 Is generated (step S204) and transmitted to the worker terminal 2 (step S205). Here, the business controller 5 may transmit data to all the worker terminals 2 in the store, or the worker terminal 2 near the place to be warned, or a work approaching the position. Data may be transmitted only to the user terminal 2.
When receiving the warning data (step S206), the worker terminal 2 temporarily stores the received data (step S207), and outputs a warning sound from the earphone 21 (step S208).

  If the received command is not an abnormality notification command (step S202; No), the business controller 5 determines whether the received command is an in-store broadcast command (step S209). If it is an in-store broadcast command (step S209; Yes), the business controller 5 extracts the contents to be broadcast from the in-store broadcast command, temporarily stores them (step S210), and creates broadcast data ( In step S211), an audio signal is generated based on this data, and the in-store broadcast is performed by outputting the audio from the speaker 53 (step S212). If the received command is not an in-store broadcast command (step S209; No), processing corresponding to the corresponding command is executed.

FIG. 28 is a flowchart showing the operation of the business management system 1 related to command processing, and particularly shows the operation related to the break processing command. The break processing command is a command for notifying that the worker who uses the worker terminal 2 enters the break time.
The business controller 5 temporarily stores the received information (step S221), and determines whether it is a break processing command (step S222).
If the received command is a break processing command (step S222; Yes), the business controller 5 confirms the schedule of the corresponding worker (step S223) and determines whether or not the break time has been reached (step S223). S224).

Here, when the worker's break time has been reached (step S224; Yes), the business controller 5 creates data for notifying that a break is acquired by moving to the break room (step S225). Is transmitted to the corresponding worker terminal 2 (step S226).
When the worker terminal 2 receives the notification data (step S227), the worker terminal 2 temporarily stores the received data (step S228), and outputs a voice notifying the break from the earphone 21 (step S229).

On the other hand, when the break time of the worker has not been reached (step S224; No), the business controller 5 temporarily stores the work status of the worker (step S230) and notifies that it is not the break time yet. The data for this is created (step S231), and this data is transmitted to the corresponding worker terminal 2 (step S232).
When the worker terminal 2 receives the notification data (step S233), the worker terminal 2 temporarily stores the received data (step S234), and outputs a sound for notifying that it is not yet a break from the earphone 21 (step S234). S235).
If the received command is not a break process command (step S222; No), a process corresponding to the corresponding command is executed.

FIG. 29 is a flowchart showing the operation of the business management system 1 related to interrupt processing. This interrupt process is a process for responding to a request from the display terminal 3, and corresponds to step S125 in FIG. In the operation shown in FIG. 29, the business controller 5 functions as a movement instruction data transmission unit.
The business controller 5 temporarily stores the information received from the display terminal 3 (step S241), and determines whether the information is call information (step S242).
If the received data is call information (step S242; Yes), the business controller 5 starts a process of confirming the position of the worker terminal 2 that is closest to the display terminal 3 that has transmitted the call information (step S242). S243), data for requesting transmission of position information is transmitted to all the worker terminals 2 (step S244).

Each worker terminal 2 receives the data transmitted from the business controller 5 (step S245), and executes communication with the nearby display terminal 3 or position detection tag 4 (step S246). Here, when the display terminal 3 or the position detection tag 4 in the vicinity of the worker terminal 2 transmits the ID information (step S247), the worker terminal 2 receives the transmitted ID information. An ID included in the ID information is acquired (step S248), and position information including the acquired ID is transmitted to the business controller 5 (step S249).
The business controller 5 receives the position information transmitted from the worker terminal 2 (step S250), and updates the information in the work history database 603 based on the received position information (step S251).

Subsequently, the business controller 5 confirms the work status of each worker based on the information in the work history database 603 (step S252), and confirms the remaining working hours of each worker based on the work schedule (step S253). . Then, the business controller 5 selects an appropriate worker for the work for which support is sought (step S254), creates data instructing to go to the customer who transmitted the call information (step S255), Data is transmitted to the worker terminal 2 of the selected worker (step S256).
The worker terminal 2 receives the instruction data (step S257), temporarily stores it (step S258), and outputs the instruction from the earphone 21 by voice (step S259).
If the received command is not call information (step S242; No), processing corresponding to the corresponding command is executed.

FIG. 30 is a flowchart showing the operation of the business management system 1 related to the processing of complaint information. This process is a process for responding to a request from the display terminal 3, and corresponds to the operation in step S125 of FIG.
The business controller 5 temporarily stores the received information (step S271), and determines whether the information is complaint information (step S272).
When the received data is complaint information (step S272; Yes), the business controller 5 extracts the content of the complaint information and confirms the business related to the complaint information (step S273). Subsequently, the business controller 5 specifies the position of the display terminal 3 that transmitted the complaint information, searches the work history database 603 (step S274), and performs the corresponding work in the vicinity of the display terminal 3. The identified worker is identified (step S275).
Then, the business controller 5 updates information related to the complaint status in the skill level database 601 for each worker (step S276), and searches for an operator who should respond to the complaint (step S277). The business controller 5 creates data instructing correspondence of the complaint (step S278), and transmits this data to the worker terminal 2 (step S279).

The worker terminal 2 receives the instruction data transmitted from the business controller 5 (step S281), temporarily stores it (step S282), and outputs the instruction from the earphone 21 by voice (step S283).
If the received command is not complaint information (step S272; No), processing corresponding to the corresponding command is executed.

FIG. 31 is a flowchart showing the operation of the task management system 1 related to schedule creation and schedule management.
This operation is started when the operator operates the key input device 56.
The business controller 5 stores the workable hours of the processing target date input by the key input device 56 for a plurality of workers (step S291), and is input by the key input device 56 or preset processing target date. Store schedule is stored (step S292). Further, the business controller 5 stores the expected sales on the processing target date input by the key input device 56 or set in advance (step S293).
Subsequently, the business controller 5 creates a man-hour table for each time zone of the processing target day (step S294), obtains all combinations composed of workers who can work, and schedules of multiple patterns based on each combination Is created (step S295).
Subsequently, the business controller 5 retrieves the skill level of the worker who works on the processing target day from the skill level database 601 for each worker (step S296), and the work time (work time) of each worker in the created schedule table. ) Is multiplied by the proficiency level of each searched worker to calculate an index for each worker. For example, when the skill level of the worker is 4 and the working time of the day is 3.5 hours, the index is 4 × 3.5 = 14. Then, for each schedule table created in step S295, the business controller 5 calculates an index of the schedule table that is the sum of the indices of all workers (step S297).
After obtaining the indexes of all the created schedule tables, the business controller 5 selects the schedule table having the largest index and determines it as the schedule for the processing target day (step S298). The greater the index of the schedule table, the more highly skilled the worker who can perform the work efficiently is engaged in work for a long time. Therefore, it can be said that the larger index is the schedule table with the highest work efficiency, and in step S298, the schedule table with the highest work efficiency is selected.
Thereafter, the business controller 5 stands by until the working time determined in the confirmed schedule table comes (step S299).

When it is time to start work (step S299; Yes), the business controller 5 starts processing to assist the worker in accordance with the skill level of the worker (step S300). In this process, the business controller 5 acquires from the help database 604 data of work procedures corresponding to the skill level of each worker and the work in charge, and creates work instruction data (step S301). Data is transmitted to each worker terminal 2 (step S302).
The worker terminal 2 receives the work instruction data (step S303), temporarily stores the data (step S304), and outputs the instruction from the earphone 21 by voice (step S305).
In the operation shown in FIG. 31, since the schedule with the highest work efficiency is created in consideration of the skill level of the worker based on the information stored in the skill level database 601 for each worker, the work efficiency is further improved. Improvements can be made.

As described above, the business management system 1 according to the embodiment of the present invention reports and requests from the worker terminal 2 carried by the worker to the business controller 5 according to the command list created in advance, and this report Based on the request, the business controller 5 provides guidance and instructions to the worker terminal 2. Thereby, while grasping | ascertaining a worker's condition correctly and performing a suitable instruction | indication with respect to a worker, work can be advanced efficiently.
Specifically, a work status command and position information are transmitted from the worker terminal 2 to the work controller 5, and a work end command is transmitted at the end of the work. In response to this command, the business controller 5 stores an accurate work history in the work history database 603 based on information indicating the work status and position of the worker.
Further, the business controller 5 generates information indicating the skill level for each work content for each worker based on the information stored in the skill level database 601 for each worker, and the skill level database 601 for each worker. Build and update Thereby, the skill level that accurately reflects the skill level of the worker is determined based on the work history including the number of executions for each work performed by the worker, and the accuracy of information in the skill level database 601 for each worker is determined. Therefore, it is possible to reliably and efficiently manage the work by accurately considering the skill level of the worker.
Furthermore, since the business controller 5 updates the skill level database 601 for each worker based on the information stored in the work history database 603, the work controller 5 can always grasp the standard work time accurately.

  Also, help data that guides the work procedure corresponding to the work performed by the worker by the work controller 5 by transmitting a help command from the worker terminal 2 to the work controller 5 by the voice of the worker. Is obtained from the help database 604, transmitted to the worker terminal 2, and the work procedure is output by voice from the earphone 21 of the worker terminal 2 based on the help data. As a result, when the worker performs an unfamiliar work, the work procedure can be accurately guided to the worker, and even an inexperienced inexperienced worker can reliably perform the work. Therefore, regardless of the worker's experience and ability, the work can be performed reliably and efficiently.

  Further, in the above configuration, help data for each skill level is stored in the help database 604, and the business controller 5 stores the skill level for each worker and each work stored in the skill level database 601 for each worker. Based on the information shown, optimum help data is acquired and transmitted to the worker terminal 2. As a result, for example, it is possible to guide detailed work procedures to inexperienced workers and succinctly guide work procedures to highly skilled workers. It can be carried out. Therefore, regardless of the experience and ability of the worker, it is possible to advance the work more reliably and efficiently by guiding the sufficient work procedure without waste only when necessary.

  As described with reference to FIG. 12, the help database 604 is easily and quickly constructed and updated by scanning a document on which work procedures such as an existing manual 1A and an instruction manual are written with the scanner 54. Therefore, the cost and labor burden associated with the management and operation of the business management system 1 can be reduced lightly.

Further, when a support command is transmitted from the worker terminal 2 to the business controller 5, the business controller 5 transmits data instructing other worker terminals 2 to go to support, and this Since the instruction is output by voice from the earphone 21 of the other worker terminal 2, the work can be quickly distributed when the work is concentrated on one worker. Thereby, it is possible to easily realize efficiency and optimization of the work sharing of the worker.
In the processing corresponding to the support command, the business controller 5 refers to the position specified by the support command transmitted from the worker terminal 2, selects the worker terminal 2 located near the position, and supports the support command. Since the data instructing to go to is transmitted, work can be efficiently distributed and quick response can be achieved by eliminating unnecessary movement of the worker.
Further, the business controller 5 receives a support command from the worker terminal 2 and, in response to the support command, selects the worker terminal 2 and has a skill level suitable for the work to be supported. The worker who is expected to end is specified, and the worker terminal 2 used by the worker is selected. Thereby, it is possible to easily realize the efficiency and optimization of the work sharing of the worker while ensuring the smooth progress of the work.

In addition, when an abnormality notification command is transmitted from the worker terminal 2 to the task controller 5, the task controller 5 detects the worker terminal 2 located near the corresponding position, or all the worker terminals 2. Sends warning data to. Further, when an in-store broadcast command is transmitted from the worker terminal 2 to the business controller 5, the business controller 5 outputs a sound from the speaker 53 and notifies the entire store 100 by sound.
As a result, it is possible to quickly report an abnormality, and it is possible to respond quickly and accurately to an unfavorable situation without burdening the operator.

  The business controller 5 creates a schedule for each worker in consideration of the skill level of the worker based on the worker's available time, the store schedule, and the expected sales by operating the key input device 56. It is possible to easily create a schedule that does not hinder the operation of the store 100 by reflecting the difference in skill level of each person. As a result, the store 100 can be reliably operated, and the labor related to the operation of the store 100 can be significantly reduced. Then, when a break processing command is transmitted from the worker terminal 2 to 5, it is possible to notify the worker whether or not a break can be acquired based on the schedule for each worker. Therefore, the labor management of the worker can be appropriately performed.

When call information is transmitted from the display terminal 3 to the business controller 5, the operator terminal 2 located near the display terminal 3 is positioned at the position of the display terminal 3. Data instructing to go is transmitted. As a result, when the customer operates the display terminal 3, it is possible to quickly respond to the customer's request, and the customer's satisfaction can be increased. Furthermore, in the process corresponding to the call information and the process corresponding to the above-described support command, the worker terminal 2 of the worker who is not working and has sufficient remaining working hours is provided. Since the instruction is transmitted, an excessive burden is not imposed on the worker, and the work can be distributed very appropriately in terms of labor management.
Further, when the complaint information is transmitted from the display terminal 3 to the business controller 5, the worker who is the object of the complaint is identified and the number of complaints in the work history database 603 is updated. By accurately reflecting the number of complaints, the skill level of the worker can be accurately grasped.
And, by instructing the workers who are the object of complaints to respond to the complaints, it is possible to respond appropriately to customers, increase customer satisfaction, and effectively educate workers There is an advantage that can be done.

  The worker terminal 2 collects and recognizes the worker's voice to create text data indicating the voice content. That is, it can be used as an input device using voice. The worker terminal 2 outputs sound from the earphone 21 based on the data transmitted from the business controller 5. As a result, the operator can input without interrupting work and can receive instructions, guidance, and the like from the business controller 5, so that work efficiency can be improved. Further, the operator terminal 2 converts the language data by the function of the sound generation LSI 205 even if the language data is described in a language different from the preset language, and converts the language data into the preset language. Audio can be output. Thus, for example, when Japanese data is transmitted from the business controller 5 to the worker terminal 2, the worker terminal 2 converts the data and outputs English, Chinese, or other language voices. it can. For this reason, in the business management system 1, it is possible to efficiently give instructions to a plurality of workers using different languages by transmitting data in one language from the business controller 5.

  In the business management system 1, ID information transmitted from the display terminal 3 and the position detection tag 4 to the worker terminal 2 is used as information indicating the position of the worker terminal 2. That is, the ID unique to the display terminal 3 and the position detection tag 4 is information indicating the position of the worker terminal 2. Thereby, the position of the operator terminal 2 can be easily and quickly specified. In particular, according to the RFID tag function of the display terminal 3 and the position detection tag 4, it is easy to install and, for example, can easily acquire information without contact. Further efficiency can be achieved.

  In addition, when the worker terminal 2 does not convert language data, the language used by each worker terminal 2 is set based on information stored in advance in the skill level database 601 for each worker, Help data for each language is stored in the help database 604, and the business controller 5 stores help data in a language used by each worker terminal 2 based on the information stored in the skill level database 601 for each worker. Acquired and transmitted to the worker terminal 2. As a result, even if the language that each worker is good at is different, it is possible to easily and reliably give instructions and perform the work. In addition, the worker can receive instructions in the language he / she is good at and can perform the work promptly with peace of mind. As a result, even if the language ability of the worker is different, the burden on both the worker and the task management side can be greatly reduced, the task can be carried out smoothly, and efficient task management can be performed. .

The above-described embodiments merely show one aspect of the present invention, and can be arbitrarily modified and applied within the scope of the present invention.
For example, in the above-described embodiment, the worker terminal 2 has been described including an example in which the worker's voice is recognized and text data is generated. However, the present invention is not limited to this, and other than text data. Data in the form of may be processed. In addition, although the main body unit 25 performs the process of collecting the worker's voice with the microphone 22 and recognizing the sound signal, the work controller 5 may execute the process of recognizing the sound signal. . In this case, the worker terminal 2 may encode or compress the audio signal and wirelessly transmit it to the business controller 5. Further, the worker terminal 2 has a configuration in which the data transmitted from the business controller 5 can be converted into another language by the voice generation LSI 205. The business controller 5 performs this language conversion processing. You may go. In this case, the business controller 5 may acquire information on the language used by the worker from the skill level database 601 for each worker.
Furthermore, in the above-described embodiment, the worker terminal 2, the display terminal 3, and the business controller 5 are connected to be communicable with each other via a wireless LAN. However, other communication methods may be employed. Similarly, the worker terminal 2 performs wireless communication in the form of RFID between the display terminal 3 and the position detection tag 4 to acquire ID information. However, other wireless communication methods are used. Of course, it is also possible to adopt.

  Moreover, although the said embodiment demonstrated the example which uses the shop of a restaurant business as a work area, this invention is not limited to this, If it is a place where several workers engage in work in a specific work area, The present invention can be applied to such a place, and particularly when the work area is large and the number of workers is large, there is a special effect. The present invention can also be applied to, for example, amusement / leisure-type stores / facilities where various game machines are installed, merchandise stores such as department stores and mass retailers, and stores / facility that provide service businesses. Furthermore, the business area is not limited to one store, and the entire complex commercial facility or public facility with a large number of stores may be used as the business area, or the entire area including a plurality of facilities and the business area may be used. . Furthermore, you may install the some business management system 1 in the area | region which mutually overlaps. In this case, for example, if the frequency channel used in the wireless LAN is a different channel in each business management system 1, it can be easily realized without fear of interference.

  The number of worker terminals 2, display terminals 3, and position detection tags 4 installed in the business management system 1 is arbitrary, and the function of the business controller 5 can be realized by a plurality of devices. In addition, the specific configuration of the business management system 1 can be arbitrarily changed.

It is a figure which shows schematic structure of the business management system which concerns on embodiment. It is a figure which shows the structure of the terminal for workers. It is a block diagram which shows the structure of the control system of a worker's terminal. It is a figure which shows the function which the terminal for workers implement | achieves. It is a figure which shows the function which the terminal for workers implement | achieves. It is a figure which shows the structure of the terminal for a display. It is a block diagram which shows the structure of the control system of the terminal for a display. It is a figure which shows the function which the terminal for a display implement | achieves. It is a figure which shows the structure of the tag for position detection. It is a block diagram which shows the structure of the control system of the position detection tag. It is a block diagram which shows the structure of the control system of a business controller. It is a figure which shows the function which a business controller implement | achieves. It is a figure which shows the function which a business controller implement | achieves. It is a figure which shows the structural example of the skill level database classified by worker. It is a figure which shows the structural example of a standard work time database. It is a figure which shows the structural example of a work history database. It is a figure which shows the structural example of a help database. It is a figure which shows the example of arrangement | positioning of the tag for position detection in a shop. It is a figure which shows the structural example of the tag in a shop-position relevant information. It is a figure which shows the structural example of work-position relevant information. It is a figure which shows the example of the distribution state of the point virtually distributed to a shop. It is a figure which shows the structural example of distance determination information. It is a flowchart which shows the basic operation | movement of a business management system. It is a flowchart which shows operation | movement of a business management system. It is a flowchart which shows operation | movement of a business management system. It is a flowchart which shows operation | movement of a business management system. It is a flowchart which shows operation | movement of a business management system. It is a flowchart which shows operation | movement of a business management system. It is a flowchart which shows operation | movement of a business management system. It is a flowchart which shows operation | movement of a business management system. It is a flowchart which shows operation | movement of a business management system.

Explanation of symbols

  DESCRIPTION OF SYMBOLS 1 ... Business management system, 2 ... Worker terminal (terminal device), 3 ... Display terminal (request terminal device, RFID tag), 4 ... Position detection tag (RFID tag), 5 ... Business controller (business management) (Device, external device), 6 ... database section, 20 ... headset section, 21 ... earphone, 22 ... microphone, 25 ... main body section, 26, 33 ... wireless LAN antenna, 28 ... RFID tag reader antenna, 31 ... main body section, 32 ... Display unit, 34, 41 ... RFID antenna, 35, 42 ... Battery, 51 ... Body unit, 52 ... Display device, 53 ... Speaker, 54 ... Scanner (reading means), 55 ... Wireless LAN access point, 56 ... Key input Equipment: 100 ... Store (business area) 101 ... Service area 102 ... Kitchen area 103 ... Office area 111 ... Inside the store G-position related information, 112 ... work-position related information, 113 ... distance determination information, 201 ... control unit, 202 ... voice recognition middleware, 203 ... memory, 204 ... firmware, 205 ... voice generation LSI, 206, 207 ... amplifier 208, A / D converter, 211, 311, 404 ... RFID control unit, 212, 312, 405 ... Memory, 213, 313, 406 ... RFID modulation / demodulation unit, 214, 314, 407 ... RFID_RF unit, 215, 315 ... Wireless LAN baseband unit, 216, 316 ... MAC address memory, 217, 317 ... Wireless LAN modulation / demodulation unit, 218, 318 ... Wireless LAN_RF unit, 231 ... Voice input unit, 232 ... Voice recognition unit, 233 ... Command information management unit, 234 ... Character data creation unit, 235 ... Position information input unit, 236 ... Network output control unit, 237 ... Network output unit, 241 ... Network input unit, 242 ... Output data creation unit, 243 ... Audio output control unit, 244 ... Audio output unit, 301 ... Control unit, 302 ... Memory, 303 ... Firmware, 304 ... Liquid crystal drive circuit, 305 ... Liquid crystal display panel, 306 ... Inverter circuit, 307 ... Back light, 308 ... Touch panel, 309 ... Touch panel drive circuit, 331 ... Information input section, 332 ... Output data creation section, 333 ... Claim information creation Unit, 334 ... call information creation unit, 335 ... output control unit, 336 ... output unit, 337 ... display unit, 338 ... network output unit, 401 ... control unit, 402 ... memory, 403 ... firmware, 501 ... control unit, 502 ... Memory, 503 ... Display processing unit, 504 ... Audio input / output unit, 505 ... Storage unit 506 ... Network interface unit 511 ... Network input unit 512 ... Position information processing unit 513 ... Command processing unit 514 ... Storage unit 515 ... Key input unit 516 ... Schedule management unit 517 ... External data Creation unit, 518 ... External control unit, 520 ... Output unit, 521 ... Display unit, 522 ... Network output unit, 523 ... Audio output unit, 531 ... Image input unit, 532 ... Character recognition unit, 533 ... Character data creation unit, 534 ... Key input unit, 535 ... Help data management unit, 536 ... Storage unit, 601 ... Skill level database for each worker (skill level database, language database), 602 ... Standard work time database, 603 ... Work history database, 604 ... help database.

Claims (17)

In a business management system comprising a terminal device used by a worker in a business area, and a business management device configured to communicate with the terminal device,
The terminal device
Input means for receiving information input by the worker;
Based on the information input by the input means, status report means for transmitting status report information indicating the work status of the worker to the job management device;
Help request means for transmitting a help request for requesting work procedures to the business management device based on information input by the input means;
Output means for receiving, reproducing and outputting data transmitted from the business management device,
The business management device is
Status management means for identifying work performed by the worker based on status report information transmitted from the terminal device;
A help database storing help data for guiding work procedures for each work performed by the worker;
Help data acquisition means for acquiring help data corresponding to the work specified by the situation management means from the help database when receiving a help request transmitted from the terminal device;
Help data transmitting means for transmitting the help data acquired by the help data acquiring means to the terminal device,
The output means included in the terminal device receives, reproduces and outputs help data transmitted from the business management device;
Business management system characterized by The business management device further includes a skill level database storing information indicating a skill level for each worker and for each work performed by the worker,
The help database stores help data for each skill level of the worker,
When the help data acquisition means receives a help request transmitted from the terminal device, the help data acquisition means refers to the skill level database and uses the terminal device that has transmitted the help request to the worker for the skill level related to the work. Obtaining help data corresponding to the acquired skill level from the help database,
The business management system according to claim 1, wherein: The business management device is
Reading means for reading a document in which a work procedure is written and outputting read data;
Help data creating means for creating help data for each skill level based on the read data output from the reading means,
The business management system according to claim 2, wherein: The status management means generates a work history including the number of executions for each work performed by the worker for each worker based on the status report information transmitted from the terminal device, and generates the generated work history. Store it in the work history database,
The work management device generates information indicating the skill level of each work of the worker based on the work history stored in the work history database, and stores the information in the skill level database;
The business management system according to claim 2 or 3, wherein The terminal device includes support request means for transmitting a support request for requesting work support to the business management device based on the information input by the input means,
The work management device refers to the skill level database and the work history database when receiving a support request transmitted from the terminal device, and has a skill level suitable for the work for which support is sought. Selecting means for identifying the worker expected to be terminated and selecting the terminal device used by the identified worker;
Support instruction data transmission means for transmitting instruction data for instructing the terminal device selected by the selection means to go to support, and
The output means included in the terminal device receives and reproduces the support instruction data transmitted from the business management device;
The business management system according to any one of claims 2 to 4, wherein: The terminal device includes position information transmitting means for transmitting information indicating its own position in the work area to the work management device;
The business management device includes position information acquisition means for acquiring the position of the terminal device in the business area based on the position information transmitted from the terminal device,
The said selection means with which the said work management apparatus is provided is the place which should go to support based on the position of the said terminal device acquired by the said positional information acquisition means, when the support request transmitted from the said terminal device is received Selecting the terminal device in a position close to
The business management system according to claim 5, wherein: The terminal device includes support request means for transmitting a support request for requesting work support to the business management device based on the information input by the input means,
When the business management apparatus receives a support request transmitted from the terminal device, the business management device includes support instruction data transmission means for transmitting instruction data to instruct the other terminal devices of the business area to go to support. Prepared,
The output means included in the terminal device receives and reproduces the support instruction data transmitted from the business management device;
The business management system according to claim 1, wherein: The terminal device includes position information transmitting means for transmitting information indicating its own position in the work area to the work management device;
The support request means included in the terminal device requests support for work and transmits a support request including information indicating a position to go to support,
The business management device, the location information acquisition means for acquiring the location of the terminal device in the business area based on the location information transmitted from the terminal device,
When the support request transmitted from the terminal device is received, the terminal device at a position close to the place where the user should go to support is selected based on the position of the terminal device acquired by the position information acquisition unit. And a selection means,
The support instruction data transmission means included in the business management apparatus transmits support instruction data to the terminal device selected by the selection means;
The business management system according to claim 7. A plurality of RFID tags arranged in the business area, each having unique identification information;
The location information transmission means provided in the terminal device acquires identification information from the RFID tag located in the vicinity of the terminal device, and transmits the identification information as location information to the business management device.
9. The business management system according to claim 6 or 8, wherein: The terminal device includes notification request means for transmitting a notification request for requesting notification to the entire work area to the work management device based on information input by the input means,
The business management device comprises a notification means for receiving a notification request transmitted from the terminal device and performing notification toward the entire business area,
The business management system according to claim 1, wherein: A request terminal device installed in the business area, for transmitting a worker call request for calling a worker to the business management device;
The business management device, when receiving a worker call request transmitted from the request terminal device, transmits movement instruction data for instructing the terminal device to go to the position of the request terminal device Comprising instruction data transmission means;
The output means included in the terminal device receives and reproduces the movement instruction data transmitted from the business management device;
The business management system according to claim 1, wherein: The input means included in the terminal device includes voice recognition means that recognizes the voice of the worker and generates information indicating the content of the voice,
The output means outputs the data transmitted from the business management device as voice;
The business management system according to claim 1, wherein: The business management device includes a use language database storing information indicating a language used by each of the terminal devices,
The help database stores help data for each language,
The help data acquisition means acquires help data in a language used by the terminal device that has transmitted the status report information from the help database,
The output means included in the terminal device receives help data transmitted from the business management device, and reproduces and outputs the help data in a language indicated by information stored in the language database used;
The business management system according to claim 1, wherein: A business management method using a business management system comprising a terminal device used by a worker in a business area and a business management device configured to be communicable with the terminal device,
By the terminal device,
An operation of accepting information input by the worker;
Based on the input information, an operation of transmitting status report information indicating the work status of the worker to the job management device;
Based on the input information, an operation for transmitting a help request for requesting a work procedure to the business management device;
Receiving the data transmitted from the business management device and reproducing and outputting the data,
With the business management device,
An operation for identifying work to be performed by the worker based on status report information transmitted from the terminal device;
An operation of acquiring help data corresponding to the identified work from a help database storing help data for guiding work procedures for each work performed by the worker when receiving a help request transmitted from the terminal device; ,
Transmitting the obtained help data to the terminal device, and
Business management method characterized by It is configured to be able to communicate with terminal devices used by workers engaged in work,
For each skill level of the worker, comprising a help database storing help data for guiding work procedures of work performed by the worker,
In response to a request from the terminal device, obtaining help data corresponding to the skill level of the worker who uses the terminal device from the help database, and transmitting to the terminal device;
A business management device characterized by It is configured to be able to communicate with a terminal device used by a worker engaged in work, and includes a help database storing help data for guiding work procedures of work performed by the worker for each skill level of the worker. To the business management device
In response to a request from the terminal device, obtaining help data corresponding to the skill level of the worker who uses the terminal device from the help database, and executing an operation to transmit to the terminal device;
A method for controlling a business management apparatus characterized by the above. In a terminal device provided with a microphone that collects sound and a speaker that outputs sound,
Voice recognition means for recognizing the voice collected by the microphone and generating language data describing the content of the voice in a predetermined language;
Transmitting means for transmitting language data generated by the voice recognition means to an external device;
Receiving means for receiving language data transmitted from the external device;
Voice processing means for synthesizing a voice signal of a preset language based on the language data received by the receiving means, and outputting voice from the speaker;
The speech processing means converts the received language data into language data of a preset language when the language data received by the receiving means is described in a language different from the preset language. To do,
A terminal device characterized by the above.

Images