JP2013020654A - Turn waiting control apparatus, turn waiting control method and turn waiting control program - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide a turn waiting control apparatus, a turn waiting control method and a turn waiting control program for compatibly controlling turn waiting by a reception number ticket and by time designation.SOLUTION: The turn waiting control apparatus 1 which combines a turn determination on the basis of reception number tickets with a turn determination on the basis of time designation includes ticket issuer control means 42 for controlling a ticket issuer 2 which issues a reception number ticket to an issuance requester, reservation accepting means 43 for accepting reservation time from a terminal of a person making a reservation via a network, and number adjusting means 44 for calculating estimated starting time of a reception number subsequent to a reception number whose reception number ticket has been issued on the basis of the number of issuance requesters having received the reception number tickets and persons having made a reservation, both waiting for their turn, and an estimated amount of time required per person, and then setting number table means 48 to provisionally book the subsequent reception number as a reception number for a person having made a reservation when the estimated starting time is close to his/her reservation time.

Description

  The present invention relates to a turn waiting control apparatus, a turn waiting control method, and a turn waiting control program, and more particularly, to a turn waiting control apparatus, a turn waiting control method, and a turn waiting control program that use a reception number.

  For example, at a financial institution's window, a customer who visits a store acquires the order of waiting for a transaction using a number tag issued from a number tag issuing machine, and the calling number written on the number tag that he has is displayed on the calling number display device. As soon as it is done, we go to the counter and conduct transactions (see, for example, Patent Document 1).

  In the turn waiting control method as in Patent Document 1, there is a problem that the longer the queue, the longer the waiting time of the customer. In order to deal with such a problem, there has been a demand for performing a transaction at the window at the time reserved by the customer in the conventional waiting control method. Further, Patent Document 2 describes the contents of a patient who wishes to see a doctor in a hospital and make an appointment by telephone.

Japanese Patent Laid-Open No. 2002-207885 JP 2005-157597 A

  However, in the conventional order waiting control method, it is necessary to separately perform the order waiting control method using the number tag and the order waiting control using the reservation, so that the order waiting control method using the number tag and the order waiting control using the reservation are compatible. It was difficult. That is, in the conventional turn waiting control method, the order determination by the number tag and the order determination by the reservation are separate, so how to manage the relationship between the order determined by the number tag and the order determined by the reservation Was a problem.

  As described above, the conventional turn waiting control method has a problem that it is difficult to achieve both the turn waiting control method using the number tag (reception number ticket) and the turn waiting control using the reservation (time designation).

  The present invention has been made in view of the above points, and provides a turn waiting control device, a turn waiting control method, and a turn waiting control program capable of achieving both turn waiting control using a reception number ticket and turn waiting control based on time designation. The purpose is to do.

  In order to solve the above-mentioned problem, the present invention is a turn-waiting control device that achieves both order determination based on a ticketing order of a reception number ticket to which a reception number is assigned and order determination based on time designation, and the unset reception The number table means for managing the numbers in an identifiable manner and the ticket issuing means for issuing the receipt number tickets are controlled, and the number table means is used to identify the ticket issuer whose order is determined by the order in which the receipt number tickets are issued. A ticketing machine control means for issuing a reception number ticket assigned with the reception number of setting, a reservation reception means for receiving a reservation time via a network from a terminal of a reservation person whose order is determined by time designation, and the waiting for the order Calculate the expected start time of the next receipt number after the receipt number where the receipt number ticket has been issued from the number of ticket issuers and reservation persons and the estimated required time per person, and the expected start time Time and having a number adjusting means for setting a reception number of said next if approximated to the reservation time to the number table means so as to temporarily hold the acceptance number of the subscriber.

  Further, the present invention is a number table means for managing the unset reception number in an identifiable manner, which is compatible with the order determination based on the ticketing order of the reception number ticket to which the reception number is given, and the order determination by the time designation, A turn waiting control method in a turn waiting control apparatus having a ticket issuing means for issuing the receipt number ticket, wherein the ticket issuer controls the ticket issuing means and determines the order according to the order in which the receipt number tickets are issued. A ticket issuing machine control step for issuing a receipt number ticket assigned with the receipt number that has not been set identified by the number table means, and a reservation time is received via a network from a reservation person's terminal whose order is determined by time designation The reservation reception step and the next reception of the reception number that has been issued the reception number ticket from the number of ticket issuers and reservation persons waiting in turn and the estimated required time per person Number adjustment that is set in the number table means so as to temporarily hold the next reception number as the reservation number of the reservation person if the expected start time of the number is calculated and the estimated start time approximates the reservation time And a step.

  Furthermore, the present invention includes a storage device and an arithmetic processing unit, and an order waiting control program that is executed in a computer that achieves both order determination based on the ticketing order of reception number tickets to which reception numbers are assigned and order determination based on time designation. The storage device has number table means for managing the reception number that has not been set so as to be identifiable, and controls the processing unit to issue ticketing means for issuing the reception number ticket, Ticketing machine control means for issuing a reception number ticket to which the order number determined by the number table means is given to a ticket issuer whose order is determined according to the order in which the reception number tickets are issued, and the order is determined by time designation Reservation accepting means for accepting the reservation time from the reservation person's terminal via the network, the number of ticket issuers and reservation persons waiting for the turn, and the required view per person The estimated start time of the next receipt number after the receipt number for which the receipt number ticket has been issued is calculated from the time, and if the estimated start time approximates the reservation time, the next receipt number is It is an order waiting control program to be executed as a number adjusting means set in the number table means so as to temporarily hold as a reception number.

  As described above, according to the present invention, it is possible to provide a turn waiting control device, a turn waiting control method, and a turn waiting control program capable of achieving both turn waiting control using a receipt number ticket and turn waiting control based on time designation.

It is a system block diagram of one Example of the turn waiting control system by this invention. It is a system block diagram of the other Example of the turn waiting control system by this invention. It is a block diagram of an example of a waiting control apparatus. It is the block block diagram which showed an example of the processing block of the turn waiting control apparatus by this invention. It is a flowchart which shows an example of the process sequence of the turn waiting control apparatus by this invention. It is the flowchart which showed an example of the ticketing process which a ticketing control part performs. It is a block diagram of an example of a number table. It is the flowchart which showed an example of the reservation reception process which a reservation reception part performs. It is a block diagram of an example of a processing condition table. It is a block diagram of an example of a temporary pressing number work table. It is the flowchart showing an example of the advance adjustment process which a forward adjustment part performs. It is a flowchart showing an example of the book issuing process which this book issuing part performs. It is a flowchart showing an example of the window cooperation process which a window office work cooperation part performs. It is a flowchart showing an example of the number adjustment process which a number adjustment part performs. It is explanatory drawing which represented typically the operation image of the turn waiting control system by this invention.

  Next, the best mode for carrying out the present invention will be described based on the following embodiments with reference to the drawings. In this embodiment, a counter of a financial institution will be described as an example of the turn waiting control using the receipt number. However, any turn waiting control device, turn waiting control method and turn waiting control program using the receipt number may be used. May be.

  FIG. 1 is a system configuration diagram of an embodiment of a turn waiting control system according to the present invention. The order waiting control system of FIG. 1 is configured to include an order waiting control device 1, a ticket issuing machine 2, a terminal 3, a call number display device 4, and a network 5.

  The turn waiting control apparatus 1 accepts a ticket issuing request for a receipt number ticket from the ticket issuing machine 2 and a reservation application by time designation from the terminal 3. The turn waiting control device 1 controls the ticket issuing machine 2 and the call number display device 4 so that both the order determination based on the order in which the reception number tickets are issued and the order determination based on the time designation are compatible. Details of the turn waiting control device 1 will be described later.

  The ticket issuing machine 2 issues a receipt number ticket on which a receipt number is printed when a customer who visits a financial institution presses a button or the like. The receipt number printed on the receipt number ticket by the ticket issuing machine 2 is controlled by the turn waiting control device 1.

  The terminal 3 is a mobile phone or the like operated by a customer who makes a reservation application with time designation. When the customer performs an operation for a reservation application by specifying a time, the terminal 3 transmits the reservation application to the waiting control apparatus 1 by e-mail or the like, for example. When the reservation time approaches, the terminal 3 receives the reception number from the waiting control device 1 and displays it on the screen. In the case of a customer who has made a reservation application, the screen itself of the terminal 3 on which the reception number is displayed serves as a reception number ticket.

  In the following, when it is necessary to distinguish between a customer who has issued a reception number ticket without making a reservation application and a customer who has made a reservation application from terminal 3, the customer who has issued a reception number ticket without making a reservation application Is called a non-reserved customer, and a customer who has made a reservation application is called a reserved customer.

  The call number display device 4 displays a reception number to be called next when an employee of a financial institution presses a button or the like, for example. As soon as the receipt number of the receipt number ticket held by the customer or the receipt number displayed on the terminal 3 is displayed on the calling number display device 4, the customer goes to the window and performs a transaction or the like. The reception number displayed by the calling number display device 4 is controlled by the turn waiting control device 1.

  The network 5 is, for example, the Internet, a LAN, a WAN, or the like, and the turn waiting control device 1, the ticketing machine 2, the terminal 3, and the call number display device 4 are connected so as to be able to perform data communication. In the turn waiting control system of FIG. 1, the turn waiting control apparatus 1 accepts a reservation application with time designation from the terminal 3, but it may be configured like the turn waiting control system of FIG. 2.

  FIG. 2 is a system configuration diagram of another embodiment of the turn waiting control system according to the present invention. The turn waiting control system of FIG. 2 has a turn waiting control device 1, a ticketing machine 2, a terminal 3, a call number display device 4, a network 5, and a reservation receiving device 6.

  In the turn waiting control system of FIG. 2, the turn waiting control apparatus 1 does not directly accept a reservation application by time designation from the terminal 3, but accepts a reservation application by time designation from the terminal 3 via the reservation acceptance apparatus 6.

  When the customer performs an operation for a reservation application by specifying a time, the terminal 3 transmits the reservation application to the reservation receiving apparatus 6 by e-mail or the like. The reservation accepting device 6 may display a Web screen for a reservation application on the terminal 3 and receive the reservation application input on the Web screen. The reservation accepting device 6 transmits the reservation application received from the terminal 3 to the turn waiting control device 1.

  In the turn waiting control system of FIG. 2, for example, when a turn waiting control device 1, a ticketing machine 2 and a call number display device 4 are provided for each store, the reservation receiving device 6 receives reservation requests for all stores. In addition, such an operation that the reservation application is distributed to the waiting control device 1 of each store is also possible. Others are the same as those of the turn waiting control system of FIG.

  FIG. 3 is a configuration diagram of an example of the turn waiting control apparatus. The turn waiting control device 1 includes an input device 11, an output device 12, a drive device 13, an auxiliary storage device 14, a memory device 15, an arithmetic processing device 16, and an interface device 17 that are mutually connected by a bus B. .

  The input device 11 includes a keyboard and a mouse, and is used for inputting various signals. The output device 12 includes a display device and is used to display various windows and data. The interface device 17 includes a modem, a LAN card, and the like, and is used for connecting to the network 5.

  The turn waiting control program of the present invention is at least a part of various programs that control the turn waiting control apparatus 1. The order waiting control program is provided by, for example, distribution of the recording medium 18 or downloading from the network 5. The recording medium 18 is a recording medium that records information optically, electrically, or magnetically, such as a CD-ROM, a flexible disk, a magneto-optical disk, etc. Various types of recording media such as a semiconductor memory for recording can be used.

  When the recording medium 18 on which the turn waiting control program is recorded is set in the drive device 13, the turn waiting control program is installed in the auxiliary storage device 14 from the recording medium 18 via the drive device 13. The turn waiting control program downloaded from the network 5 is installed in the auxiliary storage device 14 via the interface device 17. The auxiliary storage device 14 stores the installed turn waiting control program and stores necessary files, data, and the like.

  The memory device 15 reads and stores the turn waiting control program from the auxiliary storage device 14 at the time of activation. The arithmetic processing unit 16 implements various processes of the turn waiting control device 1 as described later according to the turn waiting control program stored in the memory device 15.

  In the following description, the turn waiting control device 1 in the turn waiting control system of FIG. 1 is described as an example, but the turn waiting control device 1 in the turn waiting control system of FIG. It is the same except that the reservation application by designation is accepted.

  FIG. 4 is a block diagram showing an example of processing blocks of the turn waiting control apparatus according to the present invention. 4 includes a counter office cooperation unit 41, a ticketing control unit 42, a reservation receiving unit 43, a number adjusting unit 44, a forward adjustment unit 45, a main issuing unit 46, a processing condition table 47, a number table 48, This is a configuration having a temporary pressing number work table 49.

  Details of the counter office cooperation unit 41, the ticketing control unit 42, the reservation receiving unit 43, the number adjusting unit 44, the forward adjustment unit 45, the main issuing unit 46, the processing condition table 47, the number table 48, and the temporary pressing number work table 49 Will be described together with a flowchart described later.

  FIG. 5 is a flowchart showing an example of a processing procedure of the turn waiting control apparatus according to the present invention. Proceeding to step S <b> 1, the ticketing control unit 42 determines whether or not there is a request for issuing a receipt number ticket from the ticketing machine 2. If there is a ticketing request (YES in S1), the ticketing control unit 42 proceeds to step S2 and performs a ticketing process described later. If there is no ticketing request (NO in S1), the ticketing control unit 42 does not perform the ticketing process in step S2.

  In step S <b> 3, the reservation receiving unit 43 determines whether or not there is a reservation application by the time designation from the terminal 3. If there is a reservation application (YES in S3), the reservation receiving unit 43 proceeds to step S4 and performs a reservation receiving process described later. If there is no reservation application (NO in S3), the reservation receiving unit 43 does not perform the reservation receiving process in step S4.

  In step S5, the forward adjustment unit 45 performs forward adjustment processing described later. In step S6, the book issuing unit 46 performs book issuing processing described later. Then, in step S7, the counter office cooperation unit 41 determines whether or not there is counter cooperation in which a staff member or the like presses a button or the like and displays a reception number to be called next on the call number display device 4.

  If there is window cooperation (YES in S7), the window office work cooperation unit 41 proceeds to step S8 and performs window cooperation processing described later. If there is no window cooperation (NO in S7), the window office cooperation section 41 does not perform the window cooperation process in step S8. The processing of the turn waiting control apparatus 1 shown in FIG. 5 is repeatedly performed.

  FIG. 6 is a flowchart showing an example of ticketing processing performed by the ticketing control unit. Proceeding to step S11, the ticket issuing control unit 42 receives a request for issuing an acceptance number ticket from the ticket issuing machine 2. In step S12, the ticketing control unit 42 causes the number adjustment unit 44 to perform a number adjustment process described later.

  In step S13, the ticket issuing control unit 42 reads records in the number table 48 shown in FIG. FIG. 7 is a configuration diagram of an example of a number table. The record of the number table 48 in FIG. 7 is configured to include a number and a flag as items. The item “number” represents a reception number. The item “flag” represents the state of the issued receipt number.

  For example, for the item “flag”, the reception number that has not been set is “−”, the reception number that has been completed at the counter among the reception numbers that have been set is “completed”, and the transaction that has been set at the counter among the set reception numbers The reception number in the middle of performing etc. is `` medium '', among the set reception numbers, the waiting reception number is `` wait '', the reception number that can not be set is `` missing '', the temporary reception number is `` "Temporary press".

  Proceeding to step S14, the ticket issuing control unit 42 causes the ticket issuing machine 2 to issue a receipt number ticket using the first record number as a receipt number among records including an unset receipt number whose flag is “−”. For example, in the case of the number table 48 of FIG. 7, the ticket issuing control unit 42 causes the ticket issuing machine 2 to issue a reception number ticket using the number “9” as a reception number.

  Proceeding to step S15, the ticketing control unit 42 sets “waiting” to the flag of the record including the number as the reception number, and then ends the ticketing process.

  FIG. 8 is a flowchart showing an example of a reservation reception process performed by the reservation reception unit. In step S 21, the reservation receiving unit 43 receives reservation application data from the terminal 3. In step S22, the reservation receiving unit 43 analyzes the reservation application data, and extracts a reply destination such as a mail address of the terminal 3 and a desired reservation time (reservation time).

  Proceeding to step S23, the reservation receiving unit 43 reads the estimated required time per customer and the estimated error with reference to the processing condition table 47 shown in FIG. FIG. 9 is a configuration diagram of an example of the processing condition table. The processing condition table 47 of FIG. 9 is configured to include the estimated required time per customer and the estimated error as items.

  In step S24, the reservation receiving unit 43 refers to the number table 48 shown in FIG. 7, acquires the number of records whose flag is “waiting”, and sets it as the waiting number. In step S25, the reservation receiving unit 43 acquires the current time.

  In step S26, the reservation receiving unit 43 refers to the temporary pressing number work table 49 shown in FIG. FIG. 10 is a configuration diagram of an example of the temporary holding number work table. The temporary pressing number work table 49 of FIG. 10 is configured to include an answer destination, a reservation time, and a temporary pressing number as items. For example, the item “answer destination” is an e-mail address of the terminal 3 or the like. The item “reservation time” is a reservation time received from the terminal 3. The item “temporary pressing number” is set as a temporary pressing number with a reception number scheduled to be issued to a reservation customer. Note that when the temporary pressing number is not set, the item “temporary pressing number” is set to “not yet”.

  The reservation receiving unit 43 refers to the temporary pressing number work table 49 shown in FIG. 10 and waits for the number of records in which the item “temporary pressing number” is “not yet” and the item “reservation time” is before the reservation desired time. Add to the number of people.

  In step S27, the reservation receiving unit 43 calculates the following formula (1) to calculate a reservation available time.

[Reservable time] = [Current time] + [Waiting number] x [Estimated time required per customer]
... (1)
In step S28, the reservation receiving unit 43 determines whether the desired reservation time is the same as or later than the available reservation time. If the desired reservation time is the same as or later than the available reservation time (YES in S28), reservation accepting unit 43 proceeds to step S29.

  In step S29, the reservation accepting unit 43 may slightly vary depending on the text indicating that the reservation is accepted at the desired reservation time, for example, depending on the response status to other customers. Notify the respondent of the text prompting the customer to visit the store.

  In step S30, the reservation receiving unit 43 adds a new record to the temporary holding number work table 49 of FIG. The new record to be added is after setting the desired reservation time in the item “reservation time” and “not yet” in the item “temporary holding number”, such as the e-mail address of the terminal 3 that sent the reservation application data to the item “response destination” The reservation acceptance process ends.

  If the desired reservation time is not the same as or later than the available reservation time (NO in S28), the reservation accepting unit 43 proceeds to step S31. In step S31, after the reservation accepting unit 43 notifies the reply destination of the text that the reservation cannot be accepted at the desired reservation time and the text that the time that can be reserved at the present time is [reservable time] or later, The reservation acceptance process ends.

  FIG. 11 is a flowchart illustrating an example of a forward adjustment process performed by the forward adjustment unit. In step S41, the forward adjustment unit 45 acquires the current time. Further, the advance adjustment unit 45 proceeds to step S42, and reads the estimated required time per customer and the estimated error with reference to the processing condition table 47 shown in FIG.

  In step S43, the advance adjustment unit 45 reads one record in which the item “temporary pressing number” is not “not yet” in the ascending order of the item “reserved time” among the records of the temporary pressing number work table 49 shown in FIG. Extract the reservation time of the record.

  In step S44, the advance adjustment unit 45 refers to the number table 48 shown in FIG. 7, acquires the number of records whose flag is “waiting” or “temporarily pressed”, and sets it as the waiting number. The advance adjustment unit 45 proceeds to step S45, calculates the following expression (2), and calculates a temporary presser number processing start expected time.

[Temporary press number processing expected start time]
= [Current time] + [Waiting number] x [Estimated time required per customer] (2)
In step S46, the forward adjustment unit 45 determines whether or not the relationship of the following expression (3) is satisfied. In addition, when satisfy | filling the relationship of Formula (3), the actual transaction time is shorter than the required estimated time per customer, and even if the error possibility is considered, the provisional press number processing start expected time is too early compared with the reserved time. Represents that.

[Temporary press number processing expected start time] + [Probability of error] <[Reservation time] (3)
If the relationship of Expression (3) is satisfied (YES in S46), the advance adjustment unit 45 will flag the record in the number table 48 corresponding to the temporary holding number of the corresponding record in the temporary holding number work table 49 (the record extracted in S43). Is set to “missing”. Proceeding to step S48, the forward adjustment unit 45 sets “not yet” to the temporary press number of the corresponding record in the temporary press number work table 49, and then goes to step S49.

  If the relationship of Expression (3) is not satisfied (NO in S46), the forward adjustment unit 45 proceeds to step S49 without performing the processes of steps S47 and S48. In step S <b> 49, the forward adjustment unit 45 determines whether or not all records in which the item “temporary pressing number” is not “uncompleted” have been extracted from the temporary pressing number work table 49.

  If all the records whose item “temporary pressing number” is not “not yet” have not been extracted (NO in S49), the forward adjustment unit 45 returns to step S43 and continues the processing. If all the records whose item “temporary pressing number” is not “uncompleted” have been extracted (YES in S49), the forward adjustment unit 45 ends the forward adjustment processing.

  With the above advance adjustment process, the advance adjustment unit 45 temporarily holds the receipt number for the reservation with the time designation, and then the previous customer contact process is completed in a shorter time than expected (from the designated reservation time) When the temporary pressing number is likely to be reached quite quickly), it is possible to release the temporarily pressed number and prepare for temporarily pressing the subsequent number again.

  If it is expected that the temporary holding number will be reached much earlier than the designated reservation time, the advance adjustment unit 45 has already issued a large number of subsequent numbers after the temporary holding number, and the reception number that is just right for the designated reservation time. If it has already been issued to another customer, the temporary press number may be issued and displayed on the call number display device around the designated reservation time.

  FIG. 12 is a flowchart showing an example of the book issuing process performed by the book issuing unit. In step S51, the issuing unit 46 reads one record in the ascending order of the item “reservation time” from the records in the temporary holding number work table 49, and extracts the reservation time of the record. In step S52, the issuing unit 46 acquires the current time.

  In step S53, the issuing unit 46 determines whether or not the relationship of the following expression (4) is satisfied. In addition, when satisfy | filling the relationship of Formula (4), when the error expectation is considered, it represents that the present time became reservation time.

[Current time] + [Probability of error] ≧ [Reservation time] (4)
If the relationship of formula (4) is satisfied (YES in S53), the issuing unit 46 proceeds to step S54, and extracts the temporary pressing number of the corresponding record (the record extracted in S51) in the temporary pressing number work table 49. Proceeding to step S55, the issuing unit 46 determines whether or not a temporary pressing number is set in the corresponding record.

  If the provisional press number is set (YES in S55), the issuing unit 46 proceeds to step S56, and notifies the reply destination of the provisional press number of the record as an acceptance number by e-mail or the like. If the temporary holding number is not set (NO in S55), the issuing unit 46 proceeds to step S57, reads the number table 48, and uses the number of the next record whose flag is “waiting” as the reception number. Then, the response destination of the corresponding record in the temporary pressing number work table 49 is notified.

  Progressing to step S58 following step S56 or S57, the issuing unit 46 deletes the record in the temporary pressing number work table 49. Proceeding to step S59, the issuing unit 46 sets “wait” to the flag of the record in the number table 48 corresponding to the reception number, and then ends the issuing process. If the relationship of the expression (4) is not satisfied (NO in S53), the issuing unit 46 ends the issuing process.

  FIG. 13 is a flowchart showing an example of window cooperation processing performed by the window office cooperation department. In step S61, the counter office cooperation unit 41 reads the records in the number table 48 in numerical order.

  In step S62, the counter office cooperation unit 41 displays the number of the first record whose flag is “waiting” on the call number display device 4 as a reception number to be read next. In step S63, the counter office cooperation unit 41 sets the flag of the record (record read in S61) to “medium” while performing the counter service. In step S64, the window office cooperation unit 41 sets the flag of the record to “Done”, and then ends the window cooperation process.

  FIG. 14 is a flowchart showing an example of number adjustment processing performed by the number adjustment unit. In step S71, the number adjustment unit 44 acquires the current time. In addition, the number adjustment unit 44 proceeds to step S72, and reads the estimated required time and estimated error per customer with reference to the processing condition table 47 shown in FIG.

  Proceeding to step S73, the number adjustment unit 44 reads out one record from the records in the temporary holding number work table 49 shown in FIG. 10 in ascending order of the item “reservation time”, and extracts the reservation time of the record.

  In step S74, the number adjustment unit 44 refers to the number table 48 shown in FIG. 7 and acquires the number of records whose flag is “waiting” or “temporarily pressed” and sets it as the waiting number. The number adjustment unit 44 proceeds to step S75, calculates the following equation (5), and calculates the next reception number processing expected start time.

[Next receipt number expected start time]
= [Current time] + [Waiting number] x [Estimated time required per customer] (5)
Proceeding to step S76, the number adjusting unit 44 determines whether or not the relationship of the following equation (6) is satisfied. In addition, when satisfy | filling the relationship of Formula (6), the processing start estimated time (estimated time displayed on the call number display apparatus 4) of the next issued receipt number is suitable for the reservation time of the record. Represents.

[Next reception number processing expected start time] − [Probability of error] <[Reservation time] <[Next reception number processing expected start time] + [Probability of error] (6)
If the relationship of Expression (6) is satisfied (YES in S76), the number adjusting unit 44 proceeds to step S77, and the number of the first record whose flag is “−” among the records in the number table 48 is set as a temporary holding number. Therefore, “temporary press” is set in the flag. Proceeding to step S78, the number adjusting unit 44 sets the temporary pressing number in the corresponding record (the record extracted in S73) of the temporary pressing number work table 49, and then proceeds to step S79.

  If the relationship of equation (6) is not satisfied (NO in S76), the number adjustment unit 44 proceeds to step S79 without performing the processes of steps S77 and S78. In step S79, the number adjustment unit 44 determines whether or not all records have been extracted from the temporary pressing number work table 49. If all the records have not been extracted (NO in S79), the number adjustment unit 44 returns to step S73 and continues the processing. If all the records have been extracted (YES in S79), number adjustment unit 44 ends the number adjustment process.

  FIG. 15 is an explanatory view schematically showing an operation image of the turn waiting control system according to the present invention. In the operation image of FIG. 15, the estimated required time per customer is assumed to be 5 minutes (precondition A) as a precondition. Further, in the operation image of FIG. 15, in the case of a reservation application by specifying a time from the terminal 3, it is assumed that the window service is started within 5 minutes (precondition B) before and after the reservation time.

  In the turn waiting control system according to the present invention, when the reservation application is received, the current time and the current waiting number are continuously monitored and the latest reception number is temporarily set when the relationship of the following equation (7) is satisfied. Press down. The equation (7) is an equation in which the preconditions A and B are taken into consideration in the modified equations of the equations (2) to (5).

[Reservation desired time]-[Current time]-[5 minutes of precondition B] ≦ [5 minutes of work in precondition A] + [Estimated time required per customer of precondition A] × [Number of people waiting] ... (7)
Then, the customer's terminal 3 is notified by issuing the receipt number temporarily held at the time of notification to the customer who has applied for the reservation. The ticket-issuing machine 2 does not issue a temporary holding reception number. The receipt number issued and notified to the customer's terminal 3 is handled as a call number to be displayed on the call number display device 4 in the same manner as the receipt number printed on the receipt number ticket issued from the ticket issuing machine 2.

  In the turn waiting control system according to the present invention, if the relationship of equation (7) is temporarily satisfied and the receipt number is temporarily pressed and then the relationship of equation (7) is not satisfied, equation (7) is satisfied again. Temporarily press the receipt number again.

  Below, it demonstrates concretely. The operational image of FIG. 15 represents an example of a financial institution having four windows. In the operational image of FIG. 15, the receipt numbers printed on the issued receipt number tickets are represented by (1) to (19).

  FIG. 15A represents a precondition in the operation image. FIG. 15A shows a state at 10 o'clock. Then, it is assumed that there is a reservation application from the terminal 3 of the customer A whose reservation time is 11:00. At the counter, customers with receipt numbers (1) to (4) conduct transactions. When the desired reservation time is 11:00, the available reservation time is calculated from the following equation (8).

[Reservable time] = [Current time] + [In-process time of precondition A: 5 minutes] + [Waiting number] × [Estimated time required per customer of precondition A] (8)
Since the waiting time is 2 at the current time of 10 o'clock, the available reservation time is 10:15 from equation (8). That is, reservation times after 10:15 can be accepted. Therefore, the waiting control device 1 has received the “11:00 window reservation of your choice” on the terminal 3 of customer A. Depending on other customer service conditions, the time may be slightly different. You will receive a message stating that the reception number will be sent to this mobile phone number later (around 10:55).

  FIG. 15B shows a situation where the receipt number in the operation image is temporarily held. FIG. 15B shows a state at 10:30. The number of waiting people is three (reception numbers (12) to (14)). In this state, it is assumed that four new customers (I, B, C, and D) have visited the store almost simultaneously and have received receipt number tickets from the ticket issuing machine 2 one after another.

  When the receipt number ticket printed with the receipt number “15” is issued for the first customer A, the relationship of Expression (7) is satisfied as shown below.

Left side of equation (7): 11: 00-10: 30-5 minutes = 25 minutes Right side of equation (7): 5 minutes + 5 minutes × 4 people = 25 minutes Therefore, the waiting control device 1 has the reception number “16”. Is temporarily held for customer A. The receipt number “17” is printed on the receipt number ticket that the ticket issuing machine 2 issues next. For the second to fourth customers B, C, and D, a reception number ticket on which reception numbers “17”, “18”, and “19” are printed is issued.

  FIG. 15C shows a situation where the provisionally accepted receipt number in the operation image is not issued. FIG. 15C shows the situation around 10:31 and 32 minutes. If the customer's counter service with the receipt numbers (12) to (13) is 20 minutes in total (5 minutes / person) as expected, the receipt number “16” temporarily held at 10:55 It notifies to A's terminal 3 as a receipt number.

  On the other hand, if the customer's window work with the receipt numbers (12) to (13) is extremely shorter than expected, the provisional hold of the receipt number that has been temporarily held is released when the relationship of formula (7) is not satisfied. To do. Then, the receipt number is temporarily pressed again when the expression (7) is satisfied. If the relationship of Expression (7) continues to be satisfied, the turn waiting control apparatus 1 notifies the customer 3's terminal 3 of the receipt number temporarily held at 10:55 as the receipt number.

  If the temporary receipt of the temporarily accepted receipt number is cancelled, if the next receipt number that has been temporarily held is not issued, the waiting control apparatus 1 newly issues the temporarily accepted receipt number. You can also

  As described above, in the turn waiting control system according to the present invention, a series of reception numbers common to non-reserved customers and reserved customers can be issued, so both turn waiting control by reception number tickets and turn waiting control by time designation can be compatible. It is.

  In addition, although the turn waiting control system of FIG.1 and FIG.2 is provided with the turn waiting control apparatus 1, the ticket issuing machine 2, and the call number display apparatus 4, it is integrated, and the turn waiting control apparatus 1 and the ticket issuing machine 2 are integrated. Configuration, configuration in which turn waiting control device 1 and call number display device 4 are integrated, configuration in which ticket issuing machine 2 and call number display device 4 are integrated, turn waiting control device 1, ticket issuing machine 2, call number display device 4 An integrated configuration is also possible.

  In this embodiment, the receipt number is transmitted to the terminal 3 by the issuing process. For example, when the customer who visits the store brings the terminal 3 close to a predetermined part of the ticketing machine 2, the contactless IC card function is used. The customer may be identified, and a receipt number ticket corresponding to the receipt number corresponding to the reservation application made by the customer may be issued.

The present invention may have the following configurations as described below.
(Appendix 1)
A turn-waiting control device that balances the order determination by the order of issuing the reception number tickets to which the reception number is given and the order determination by the time designation,
Number table means for managing the unset receipt number in an identifiable manner;
A ticket issuing means for controlling the ticket issuing means for issuing the receipt number ticket, and assigning the receipt number ticket to which the order is determined according to the order in which the receipt number tickets are issued, to which the receipt number set by the number table means is not set. Ticketing machine control means for issuing tickets;
Reservation accepting means for accepting a reservation time via a network from a terminal of a reservation person whose order is determined by time specification,
Calculate the expected start time of the next receipt number after the receipt number for which the receipt number ticket has been issued from the number of ticket issuers and reservation persons waiting in turn and the estimated required time per person, and the expected start time is the reservation time A turn waiting control apparatus comprising number adjusting means for setting in the number table means so as to temporarily hold the next reception number as the reservation number of the reservation person if it approximates the time.
(Appendix 2)
Notifying the reservation person's terminal of the provisional receipt number of the reservation person a predetermined time before the reservation time, and using the provisional receipt number of the reservation person as the reception number waiting for the turn The turn waiting control apparatus according to appendix 1, further comprising a main issuing means for setting the number table means.
(Appendix 3)
The estimated start time of the next receipt number is calculated from the number of ticket issuers and reservation persons waiting in turn and the estimated required time per person, and if the estimated start time is earlier than the reserved time by a predetermined time, the temporary 2. The turn waiting control apparatus according to claim 1, further comprising a forward adjustment means for canceling the temporary holding of the reservation number of the reservation person who has been pressed.
(Appendix 4)
Out of the set reception numbers managed by the number table means, the first reception number waiting for the turn is output as the current order, and the reception number output as the current order is waited for the turn. The turn-waiting control apparatus according to claim 1, further comprising linkage means for setting the reception number in the number table means.
(Appendix 5)
The number table means for managing the order number by the order of issuing the receipt number ticket to which the receipt number is given and the order determination by the time designation, and managing the unset receipt number in an identifiable manner, and issuing the receipt number ticket A turn waiting control method in a turn waiting control device having ticket issuing means,
A ticketing machine control step of controlling the ticket issuing means and issuing a reception number ticket to which a non-set reception number identified by the number table means is assigned to a ticket issuer whose order is determined according to the order in which the reception number tickets are issued. When,
A reservation accepting step for accepting a reservation time via a network from a reservation person's terminal whose order is determined by time designation;
Calculate the expected start time of the next receipt number after the receipt number for which the receipt number ticket has been issued from the number of ticket issuers and reservation persons waiting in turn and the estimated required time per person, and the expected start time is the reservation time And a number adjusting step for setting in the number table means so as to temporarily hold the next reception number as the reservation number of the reservation person if it approximates the time.
(Appendix 6)
Notifying the reservation person's terminal of the provisional receipt number of the reservation person a predetermined time before the reservation time, and using the provisional receipt number of the reservation person as the reception number waiting for the turn 6. The turn waiting control method according to appendix 5, further comprising a main issuing step for setting in the number table means.
(Appendix 7)
The estimated start time of the next receipt number is calculated from the number of ticket issuers and reservation persons waiting in turn and the estimated required time per person, and if the estimated start time is earlier than the reserved time by a predetermined time, the temporary 6. The turn waiting control method according to claim 5, further comprising a forward adjustment step for releasing temporary holding of the reservation number of the reservation person who has been pressed.
(Appendix 8)
Out of the set reception numbers managed by the number table means, the first reception number waiting for the turn is output as the current order, and the reception number output as the current order is waited for the turn. 6. The turn waiting control method according to claim 5, further comprising a linkage step of setting the reception number in the number table means.
(Appendix 9)
An order waiting control program that is executed in a computer that includes both a storage device and an arithmetic processing unit, and both order determination based on the ticketing order of the reception number ticket to which a reception number is assigned, and order determination based on time designation,
The storage device has number table means for managing the unset receipt number in an identifiable manner,
The arithmetic processing unit;
A ticket issuing means for controlling the ticket issuing means for issuing the receipt number ticket, and assigning the receipt number ticket to which the order is determined according to the order in which the receipt number tickets are issued, to which the receipt number set by the number table means is not set. Ticketing machine control means for issuing tickets;
Reservation accepting means for accepting a reservation time via a network from a terminal of a reservation person whose order is determined by time specification,
Calculate the expected start time of the next receipt number after the receipt number for which the receipt number ticket has been issued from the number of ticket issuers and reservation persons waiting in turn and the estimated required time per person, and the expected start time is the reservation time An order waiting control program to be executed as a number adjusting means set in the number table means so as to temporarily hold the next reception number as the reservation number of the reservation if it approximates the time.
(Appendix 10)
Notifying the reservation person's terminal of the provisional receipt number of the reservation person a predetermined time before the reservation time, and using the provisional receipt number of the reservation person as the reception number waiting for the turn The order waiting control program according to appendix 9, wherein the program is further executed as the issuing means set in the number table means.
(Appendix 11)
The estimated start time of the next receipt number is calculated from the number of ticket issuers and reservation persons waiting in turn and the estimated required time per person, and if the estimated start time is earlier than the reserved time by a predetermined time, the temporary 10. The turn waiting control program according to claim 9, wherein the program is further executed as a forward adjustment means for releasing the temporary holding of the reservation number of the reservation person who has been pressed.
(Appendix 12)
Out of the set reception numbers managed by the number table means, the first reception number waiting for the turn is output as the current order, and the reception number output as the current order is waited for the turn. The turn-waiting control program according to appendix 9, wherein the program is further executed as linkage means for setting the reception number in the number table means.

  The present invention is not limited to the specifically disclosed embodiments, and various modifications and changes can be made without departing from the scope of the claims.

DESCRIPTION OF SYMBOLS 1 Waiting control device 2 Ticketing machine 3 Terminal 4 Call number display device 5 Network 6 Reservation reception device 11 Input device 12 Output device 13 Drive device 14 Auxiliary storage device 15 Memory device 16 Arithmetic processing device 17 Interface device 18 Recording medium 41 Counter office Coordination unit 42 Ticketing control unit 43 Reservation acceptance unit 44 Number adjustment unit 45 Advance adjustment unit 46 Main issue unit 47 Processing condition table 48 Number table 49 Temporary press number work table

Claims (6)

A turn-waiting control device that balances the order determination by the order of issuing the reception number tickets to which the reception number is given and the order determination by the time designation,
Number table means for managing the unset receipt number in an identifiable manner;
A ticket issuing means for controlling the ticket issuing means for issuing the receipt number ticket, and assigning the receipt number ticket to which the order is determined according to the order in which the receipt number tickets are issued, to which the receipt number set by the number table means is not set. Ticketing machine control means for issuing tickets;
Reservation accepting means for accepting a reservation time via a network from a terminal of a reservation person whose order is determined by time specification,
Calculate the expected start time of the next receipt number after the receipt number for which the receipt number ticket has been issued from the number of ticket issuers and reservation persons waiting in turn and the estimated required time per person, and the expected start time is the reservation time A turn waiting control apparatus comprising number adjusting means for setting in the number table means so as to temporarily hold the next reception number as the reservation number of the reservation person if it approximates the time.   Notifying the reservation person's terminal of the provisional receipt number of the reservation person a predetermined time before the reservation time, and using the provisional receipt number of the reservation person as the reception number waiting for the turn 2. The turn waiting control apparatus according to claim 1, further comprising a main issuing means for setting the number table means.   The estimated start time of the next receipt number is calculated from the number of ticket issuers and reservation persons waiting in turn and the estimated required time per person, and if the estimated start time is earlier than the reserved time by a predetermined time, the temporary 2. The waiting control apparatus according to claim 1, further comprising a forward adjustment means for releasing temporary holding of the reservation number of the reservation person who has been pressed.   Out of the set reception numbers managed by the number table means, the first reception number waiting for the turn is output as the current order, and the reception number output as the current order is waited for the turn. The turn waiting control apparatus according to claim 1, further comprising linkage means for setting in the number table means as the receipt number. The number table means for managing the order number by the order of issuing the receipt number ticket to which the receipt number is given and the order determination by the time designation, and managing the unset receipt number in an identifiable manner, and issuing the receipt number ticket A turn waiting control method in a turn waiting control device having ticket issuing means,
A ticketing machine control step of controlling the ticket issuing means and issuing a reception number ticket to which a non-set reception number identified by the number table means is assigned to a ticket issuer whose order is determined according to the order in which the reception number tickets are issued. When,
A reservation accepting step for accepting a reservation time via a network from a reservation person's terminal whose order is determined by time designation;
Calculate the expected start time of the next receipt number after the receipt number for which the receipt number ticket has been issued from the number of ticket issuers and reservation persons waiting in turn and the estimated required time per person, and the expected start time is the reservation time And a number adjusting step for setting in the number table means so as to temporarily hold the next reception number as the reservation number of the reservation person if it approximates the time. An order waiting control program that is executed in a computer that includes both a storage device and an arithmetic processing unit, and both order determination based on the ticketing order of the reception number ticket to which a reception number is assigned, and order determination based on time designation,
The storage device has number table means for managing the unset receipt number in an identifiable manner,
The arithmetic processing unit;
A ticket issuing means for controlling the ticket issuing means for issuing the receipt number ticket, and assigning the receipt number ticket to which the order is determined according to the order in which the receipt number tickets are issued, to which the receipt number set by the number table means is not set. Ticketing machine control means for issuing tickets;
Reservation accepting means for accepting a reservation time via a network from a terminal of a reservation person whose order is determined by time specification,
Calculate the expected start time of the next receipt number after the receipt number for which the receipt number ticket has been issued from the number of ticket issuers and reservation persons waiting in turn and the estimated required time per person, and the expected start time is the reservation time An order waiting control program to be executed as a number adjusting means set in the number table means so as to temporarily hold the next reception number as the reservation number of the reservation if it approximates the time.

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