JP2014123180A - Turn waiting management system and turn waiting management method - Google Patents

Abstract

PROBLEM TO BE SOLVED: To achieve a turn waiting management system which gives more satisfaction to a person staying for a long time in a waiting area.SOLUTION: A turn waiting management system includes: a management unit which manages a turn to provide a service regarding a user seeking for the service; and an identification unit which identifies a user staying in a predetermined waiting area. The identification unit identifies a state in which a user stays in the waiting area, to find an absence time during which the user is not present in the waiting area. The management unit adjusts the turn to provide the service on the basis of at least either the length of the absence time or the waiting area.

Description

  The present invention relates to a turn waiting management system and a turn waiting management method.

  Conventionally, various systems for electronically managing the waiting order of services such as hospitals and banks have been proposed. As an example, a system has been proposed in which the presence of a user is checked electronically and the efficiency of call processing is improved by skipping the order of absent users (see, for example, Patent Document 1).

Japanese Patent No. 4122150

  In the above system, even if the absence time is long, if the turn has arrived when the user returns, the service can be preferentially received. For this reason, it is difficult for a user who is continuously waiting around the reception area to quickly receive the service, because it is difficult to know the number of people waiting until the service is actually received.

  An order waiting management system as an example of the present invention includes a management unit that manages a service provision order for a user who wants to receive a service, and a specifying unit that identifies a user who stays in a predetermined standby area. The specifying unit specifies the staying state of the user in the standby area and obtains the absence time of the user in the standby area. The management unit adjusts the service provision order based on the length of the absence time or at least one of the waiting areas.

  According to an example of the present invention, it is possible to realize a turn waiting management system with less dissatisfaction for those who have a long waiting time in the vicinity of a service providing place.

The figure which shows the structural example of the turn waiting management system in 1st Embodiment. The figure which shows the structural example of the apparatus shown in FIG. The figure which shows an example of the 1st data table in 1st Embodiment. The figure which shows an example of a 2nd data table The flowchart which shows the operation example of the turn waiting management system in 1st Embodiment Explanatory drawing of the operation example of 1st Embodiment Explanatory drawing of the operation example of 1st Embodiment Explanatory drawing of the operation example of 1st Embodiment Schematic diagram showing a modification of the first embodiment The figure which shows the structural example of the turn waiting management system in 2nd Embodiment. The figure which shows the example of arrangement | positioning of the standby area in 2nd Embodiment The figure which shows an example of the 1st data table in 2nd Embodiment. The flowchart which shows the operation example of the turn waiting management system in 2nd Embodiment

<Configuration example of turn waiting management system in the first embodiment>
FIG. 1 is a diagram illustrating a configuration example of a turn waiting management system according to the first embodiment. The turn waiting management system of the present invention can be applied to turn waiting management in all kinds of services, including window calling at hospitals, banks, etc., amusement park attractions and waiting places at restaurants. In the first embodiment, as an example, a turn waiting management system applied to a turn waiting of a photographing machine that takes a picture will be described.

  The turn waiting management system in the first embodiment includes a photographing machine 1, an antenna 2, a control device 3, and a plurality of devices 4. The photographing machine 1, the control device 3, and the antenna 2 are managed by a service provider. Further, the photographing machine 1 and the antenna 2 are connected to the control device 3 respectively. On the other hand, the device 4 is carried by a user waiting for an order to receive the service. In addition, the apparatus 4 in 1st Embodiment may be a mobile telephone and a smart phone which a user owns, for example, and may be a calling machine (pager etc.) lent from the service provider.

  Here, in the turn waiting management system of the first embodiment, a waiting area where a turn waiting user waits is set around a service providing place (service reception). And the control apparatus 3 checks the presence / absence of the user waiting for the turn in the waiting area by performing wireless communication with the device 4 located in the waiting area.

  The photographing machine 1 is an electronic camera unit installed at a predetermined place (for example, a scenic spot, an amusement facility, etc.), for example, for taking a commemorative photo. The photographing machine 1 includes, for example, a lens, an image sensor, an A / D conversion unit, an image processing unit, a storage medium, and a printer, and has a function of taking a commemorative photo of the user. The photograph taken by the photographing machine 1 is printed by a printer and sold to the user, for example.

  The antenna 2 is used for short-range wireless communication with the device 4 located in the standby area described above. Note that the number and arrangement of the antennas 2 in the standby area are appropriately set according to the area and shape of the standby area and the communication distance of each antenna 2.

  The control device 3 is a computer for controlling the waiting management system and managing the waiting of users. The control device 3 includes an input unit 11, a communication unit 12, a specifying unit 13, a storage unit 14, a management unit 15, a normal charging processing unit 16, and a special charging processing unit 17.

  The input unit 11 is an input interface that is arranged, for example, at a service reception desk or the like and receives a service use reservation by a user. For example, when the user performs a service use reservation procedure (entry process) from the input unit 11, the management unit 15 of the control device 3 starts managing the service provision order.

  The communication unit 12 is a communication interface that controls short-range wireless communication with the device 4 in the standby area via the antenna 2. For example, the communication unit 12 transmits a response request for confirming presence / absence in the standby area and a notification when the service order arrives to the device 4 in the standby area. In addition, the communication unit 12 receives a response from the device 4 side corresponding to the above-described response request and a use reservation cancel instruction from the device 4 side.

  Further, the communication unit 12 executes communication control with an external network connected by wire or wireless. For example, the communication unit 12 transmits the user's billing information to the server 5 of the institution that performs settlement (for example, credit card, electronic money, net bank settlement, etc.) of billing generated by providing the service via the Internet line. .

  The specifying unit 13 specifies the device 4 located in the standby area every predetermined time. For example, the specifying unit 13 transmits a response request to each device 4 in the standby area via the communication unit 12 every predetermined time. The communication unit 12 receives a response from each device 4 corresponding to the response request. And the specific | specification part 13 determines a user's presence state / absence state by the presence or absence of the above-mentioned response. Moreover, the specific | specification part 13 calculates | requires the user's waiting time and absence time in a waiting area according to determination of the above-mentioned presence state and absence state.

  The storage unit 14 is a storage medium that stores information necessary for managing the order waiting by the order waiting management system. For example, the storage unit 14 includes a first data table used for managing the current service provision order and a second data table used for managing customer information.

  FIG. 3 is a diagram illustrating an example of the first data table. The first data table stores the reference number, user identification information, device 4 identification information, device 4 address, presence flag, waiting time, and total absence time information. Note that each piece of information described above is prepared for each user, and is stored in the first data table in a state of being uniquely associated with each user.

  Here, the reference number is information for managing the service provision order. The reference numbers in the first embodiment are assigned in ascending order. In the initial state, the reference numbers are assigned in the order of arrival of the entry process described above, but they are changed according to the total absence time of the user. The user identification information is information for uniquely identifying the user in the operation of the system. For example, the user identification information includes an identification code based on a combination of numbers and character strings, and a user name. The identification information of the device 4 is information (for example, an identifier of a wireless LAN) for uniquely identifying the device 4 at the time of wireless communication for presence determination. The address of the device 4 is used when notifying the device 4 when the service order arrives. For example, when the device 4 is a mobile phone, a telephone number or a mail address is recorded as the address of the device 4. The presence flag is information indicating the current presence / absence state of the user. For example, the presence flag is “1” when the user is present in the standby area, and the presence flag is “0” when the user is absent from the standby area. The waiting time is information indicating the length of the user's staying time in the waiting area. The total absence time is information indicating the total absence time during which the user has left the standby area.

  FIG. 4 is a diagram illustrating an example of the second data table. The second data table stores information about the user identification information, the number of times the user has used the service, the total waiting time of the user, and the waiting time of the user when using the previous service (previous waiting time). Each piece of information described above is prepared for each user, and is stored in the second data table in a state of being uniquely associated with each user. The user identification information in the first data table and the second data table is common. Therefore, the control device 3 can extract each user's information from the first data table and the second data table using the user identification information as a key.

  Returning to FIG. 1, the management unit 15 manages the service provision order for the user using the information in the first data table. For example, the management unit 15 calls a user who provides a service based on the reference number and adjusts the user's reference number (service provision order) using information on the absence time or the total absence time. Further, the management unit 15 executes update processing for the first data table and the second data table.

  The normal billing processing unit 16 performs billing processing for billing the user for the fee generated by using the photographing device 1.

  The special billing processing unit 17 performs billing processing for billing the user for the fee generated by the additional service when waiting for the turn. The billing process by the special billing processing unit 17 will be described in a later-described modification.

  Note that each block of the communication unit 12, the specifying unit 13, the management unit 15, the normal charging processing unit 16, and the special charging processing unit 17 included in the control device 3 is hardware using an arbitrary processor, memory, or other LSI. Alternatively, it may be realized by software, or may be realized by software by a program loaded in a memory.

  On the other hand, as illustrated in FIG. 2, the device 4 according to the first embodiment includes, for example, an antenna 21, a communication unit 22, a notification unit 23, an operation unit 24, and a control unit 25.

  The communication unit 22 is a communication interface that controls short-range wireless communication with the control device 3 via the antenna 21. For example, the communication unit 22 receives a response request or a notification when the service order arrives from the control device 3. In addition, the communication unit 22 transmits a response from the device 4 side to the response request and a use reservation cancel instruction.

  The notification unit 23 notifies the user who carries the device 4 of the arrival of the service order in response to the notification when the order arrives. For example, the notification unit 23 includes a display device (such as a liquid crystal display) that displays various screens, a speaker that outputs sound, and a vibration device that generates vibration by rotating an eccentric rotor.

  The operation unit 24 receives various inputs from the user. The control unit 25 is a processor that comprehensively controls the communication unit 22, the notification unit 23, and the like.

<Operation example of the waiting management system>
Next, an operation example of the turn waiting management system in the first embodiment will be described with reference to the flowchart of FIG. 5 and FIGS. 6 to 8. 5 shows the operation of the control device 3.

  Step # 101: The management unit 15 of the control device 3 determines whether or not the entry process of the device 4 has been accepted via the input unit 11. If the above requirement is satisfied (YES side), the process proceeds to # 102. On the other hand, if the above requirement is not satisfied (NO side), the process proceeds to # 103. Note that the NO side of # 101 is selected, for example, when there is no entry process in the determination of # 101 after the loop.

  Step # 102: The management unit 15 registers the identification information of the user who performed the entry process, the identification information of the device 4, and the address of the device 4 in the first data table. In response to this entry process, the management unit 15 newly issues a reference number at the end of the order to the user who performed the entry process. In the entry process of # 102, the presence flag of the user who performed the process is “1” indicating the presence state. In the example of FIG. 6, a state after the users A to H sequentially perform entry processing is shown.

  Thereafter, the management unit 15 returns to # 101 and repeats the above-described operation. By such a loop, when a plurality of users perform entry processing continuously, serial numbers are sequentially issued to the users in the order of entry processing. Since the loop from # 110 and # 113, which will be described later, also loops to # 101, when a new entry process is performed, a new reference number is issued to the user.

  Step # 103: The specifying unit 13 determines whether or not a predetermined time for determining whether the user is present in the standby area has elapsed. If the above requirement is satisfied (YES side), the process proceeds to # 104. On the other hand, if the above requirement is not satisfied (NO side), the process proceeds to # 108.

  Step # 104: The specifying unit 13 transmits a response request to all the devices 4 registered in the first data table via the communication unit 12. Accordingly, each device 4 located in the standby area responds to the control device 3 with the identification information of the device 4 in response to the above-described response request. The specifying unit 13 of the control device 3 can specify the transmission source (device 4) of the received response by comparing the identification information of the device 4 that has responded with the first data table (see FIG. 6). .

  Step # 105: The identification unit 13 performs a user presence determination process (see FIG. 6).

  For example, the specifying unit 13 determines whether there is a response from each device 4 based on the response from the device 4 in # 104. And about the apparatus 4 which responded, the specific | specification part 13 determines with a user being a seated state in a waiting area. In this case, the management unit 15 sets the presence flag of the first data table to “1”, and adds a value for a predetermined time to the value of the standby time of the first data table. Thereby, when the user is waiting in the waiting area, the value of the waiting time in the first data table is increased. When the presence flag in the first data table is changed from “0” to “1”, the management unit 15 maintains the value of the total absence time without changing it.

  The identifying unit 13 determines that the user 4 is not present in the standby area for the device 4 that does not respond. In this case, the management unit 15 sets the presence flag of the first data table to “0” and maintains the value of the standby time of the first data table as it is without being changed. In addition, the management unit 15 adds a value for a predetermined time to the value of the total absence time in the first data table. Thereby, when the user continues to stay outside the waiting area, the value of the total absence time in the first data table increases.

  Step # 106: The management unit 15 refers to the first data table and determines whether there is a user whose total absence time exceeds the first allowable time. If the above requirement is satisfied (YES side), the process proceeds to # 107. On the other hand, if the above requirement is not satisfied (NO side), the process proceeds to # 108. The first allowable time in the first embodiment is appropriately set by, for example, a service provider.

  In the example of FIG. 6, the case where the users A and E are absent and the other users are present is shown.

  Step # 107: The management unit 15 performs a process of decrementing the reference number for a user whose total absence time exceeds the first allowable time.

  For example, the management unit 15 delays the reference number of the user whose total absence time exceeds the first allowable time by a predetermined number of people. Alternatively, the management unit 15 refers to the standby time of the first data table, and assigns the serial number in the order of long standby time between the user whose total absence time exceeds the first allowable time and the user who is present. You may re-reflect. Thereby, a user who has been waiting in the standby area is treated with priority over a user who has temporarily left the standby area.

  FIG. 7 shows a state in which time has elapsed from FIG. In the example of FIG. 7, the continuous absence time of the user A exceeds the first allowable time, and the user E has returned to the waiting area by the first allowable time. In the example of FIG. 7, the management unit 15 decrements the user A's reference number by a predetermined number (for example, three people).

  Step # 108: The management unit 15 determines whether or not to execute a waiting process. As an example, the management unit 15 (1) when a user cancel instruction is received from the input unit 11 of the control device 3, (2) when the communication unit 12 receives a user cancel instruction from the device 4, (3) When the total absence time exceeds the second allowable time, it is determined that the cancel process is executed.

  For example, as the cancellation instruction (1) described above, the user sets in advance how long to wait for the order during entry processing, and the management unit 15 performs the cancellation processing when the above-described setting period has elapsed. May be executed. Further, the second allowable time in the case of (3) described above is appropriately set by, for example, the service provider. The second allowable time is set longer than the first allowable time (first allowable time <second allowable time).

  If the above requirement is satisfied (YES side), the process proceeds to # 109. On the other hand, if the above requirement is not satisfied (NO side), the process proceeds to # 110.

  Step # 109: The management unit 15 deletes the user information to be canceled from the first data table. Then, the management unit 15 performs a process of incrementing the reference number for the user whose order is later than the cancellation target.

  Note that the management unit 15 at # 109 searches the second data table using the user identification information and updates the information in the second data table related to the user to be canceled before performing the above-described deletion. For example, the management unit 15 replaces the previous standby time of the second data table with the current standby time, and adds the current standby time to the total standby time of the second data table.

  By the way, when the total absence time of a certain user exceeds the second allowable time, the management unit 15 in the first embodiment deletes the user who has left the standby area from the service provision order (# 108, # 109). ). Therefore, a user who gives up waiting in the middle and leaves the waiting area is automatically excluded from waiting after the second allowable time has elapsed.

  Step # 110: The management unit 15 determines whether the service can be provided to the next user. For example, the management unit 15 according to the first embodiment determines that the service can be provided to the next user when information indicating that shooting is possible is received from the camera 1.

  If the above requirement is satisfied (YES side), the process proceeds to # 111. On the other hand, when the above requirement is not satisfied (NO side), the process returns to # 101 and the control device 3 repeats the above operation.

  Step # 111: The management unit 15 executes a calling process for calling a person in the next order.

  For example, the management unit 15 designates a person having the smallest reference number as a call target among users whose presence flag in the first data table is “1 (attended state)”. Then, the communication unit 12 transmits a notification of arrival of the service order to the device 4 of the user to be called.

  When the device 4 receives the above notification, the notification unit 23 notifies the user by text, voice, and vibration under the control of the control unit 25. As a result, the user to be called can recognize that his turn has come.

  Note that in the call processing of # 111, users who are not in the waiting area are excluded from the call targets, so that no time is lost due to calls to absentees and waiting for responses. In addition, since the order of the users with a long absence time in the standby area is lowered (# 107), the users with a long standby time in the standby area are preferentially called. Therefore, dissatisfaction is less likely to occur from users with long standby times.

  FIG. 8 shows a state in which further time has elapsed from FIG. In the example of FIG. 8, the total absence time of the user A exceeds the second allowable time, and the order is canceled. In the example of FIG. 8, the users B and D are away from the standby area and are absent. In the example of FIG. 8, the management unit 15 designates the user C having the smallest reference number among the users waiting in the standby area as the call target.

  In the example of FIG. 8, if the user B returns to the waiting area before the total absence time exceeds the first allowable time, the user B is designated as the next call target. However, if the total absence time of user B exceeds the first allowable time, the management unit 15 decrements the reference number (# 107).

  Step # 112: The management unit 15 deletes the information on the user who is the calling target from the first data table. Then, the management unit 15 performs a process of incrementing the reference number for the user whose order is later than the calling target.

  Note that the management unit 15 in # 112 searches the second data table using the user identification information and updates the information in the second data table related to the call target user before performing the above-described deletion. For example, the management unit 15 replaces the previous standby time of the second data table with the current standby time, and adds the current standby time to the total standby time of the second data table. In addition, the management unit 15 adds the service usage count of the user once.

  Step # 113: The normal billing processing unit 16 performs billing processing for the user after service provision is completed. For example, the normal billing processing unit 16 transmits the user billing information input by the input unit 11 to the server 5 of the institution that performs billing settlement. The normal billing processing unit 16 may output billing information to the service reception desk, and the service provider may collect charges at the reception desk.

  Thereafter, returning to # 101, the control device 3 repeats the above operation. Above, description of the flowchart of FIG. 5 is complete | finished.

  Hereinafter, the effect in the turn waiting management system of a 1st embodiment is explained.

  In the turn waiting management system of the first embodiment, the control device 3 communicates with the device 4 every predetermined time to check the presence / absence of the user in the standby area (# 104). Then, the control device 3 carries out the turn-down (# 107) or cancels the waiting for the turn (# 109) for the user who has a long total absence time in the standby area. As a result, for example, a user who is always on standby in the standby area is preferentially called, so that dissatisfaction is less likely to occur from a user with a long standby time. Further, in the first embodiment, there is no time loss due to a call to an absentee and waiting for a response, so that the throughput of waiting for the turn is high. Furthermore, in the first embodiment, since users who can respond immediately in the standby area are likely to gather in the front of the turn, it is relatively easy for the user who stays in the standby area to predict the turn waiting.

  Further, in the first embodiment, there is an incentive that even if the user is in a different position in the standby area, the queue is a management target, and the user staying in the standby area is advantageous in waiting for the service order. Therefore, in the first embodiment, it is possible to create a situation where the user does not leave the waiting area and can move freely within the waiting area while waiting for the service order. Therefore, in the first embodiment, using the above-described situation, for a user who stays in the waiting area waiting for the service order, for example, a business such as operation of a goods shop or provision of food and drinks is performed in the waiting area. This can also increase revenue opportunities outside of the original service.

<Variation 1 of the waiting order management system>
In the operation example of the first embodiment described above, the example in which the service provider side sets the first allowable time and the second allowable time has been described. However, the user may be able to set the first allowable time and the second allowable time.

  At this time, the special charge processing unit 17 of the control device 3 determines the basic charge of the service charged by the normal charge processing unit 16 when the first allowable time or the second allowable time is longer than the default time. Separately, billing processing may be performed in which the user is charged for an additional fee due to the additional service. Further, the special billing processing unit 17 performs a discount process for reducing the basic fee of the service charged by the normal billing processing unit 16 when the first allowable time or the second allowable time is shorter than the default time. You may do it. According to the first modification, it is possible to take a fine response according to the user's needs when waiting for a turn.

<Modification 2 of the turn waiting management system>
In the first embodiment described above, the management unit 15 may set a special reservation person who can receive a service when the turn arrives regardless of the absence time (see FIG. 9).

  For example, the management unit 15 does not check the presence / absence of the special reservation person (user B in FIG. 9), and does not subject the special reservation person (the user B in FIG. 9) to the deferred order or the cancellation process due to the total absence time. The above-mentioned special reservation person is treated in the same manner as when the agent is virtually arranged in the waiting area. The special billing processing unit 17 of the control device 3 gives the user who uses the above-mentioned special reservation function the additional fee for the additional service separately from the basic fee for the service charged by the normal billing processing unit 16. You may make it perform the charge process which charges. Moreover, it is preferable that the management part 15 limits the setting number of a special reservation person for every time slot | zone, and aims at the balance with the user who actually waits in a waiting area.

  In addition, the management unit 15 may call the above-described special reservation person and the normal user at a predetermined ratio, for example, by calling one normal user every two special reservation persons.

  According to the second modification, for example, convenience can be improved when a user makes a reservation for a service at a remote place or the like.

<Modification 3 of the turn waiting management system>
In the first embodiment described above, the management unit 15 may perform additional processing that preferentially treats the user when waiting for the next turn using the information stored in the second data table.

  For example, in the entry process (# 101), the management unit 15 refers to the information in the second data table corresponding to the user assigned with the reference number. And the management part 15 determines whether the user who performed the entry process satisfy | fills predetermined preferential conditions. For example, (a) a user who has used a service more than a certain number of times, (b) a user whose total standby time is a predetermined time or longer, or (c) a user whose previous standby time is a predetermined time or longer is It is determined that preferential conditions are met.

  Then, for example, the management unit 15 may reduce the basic fee of the service charged by the normal charging processing unit 16 for a user who satisfies the above-described preferential conditions. Alternatively, the management unit 15 may allow a user who satisfies the above-described preferential conditions to use an additional service (the function of the above-described modification example 1 or modification example 2) at the time of waiting for free. Alternatively, the management unit 15 may use a message corresponding to the service usage status during entry processing (for example, “Thank you for your use in the case of (a) above”, or in the case of (c) above. If so, “Sorry for waiting for the last time” etc.) may be output. According to the third modification, it is possible to perform a fine response according to the characteristics of the user.

<Description of Second Embodiment>
FIG. 10 is a diagram illustrating a configuration example of the turn waiting management system in the second embodiment. FIG. 11 is a diagram illustrating an arrangement example of standby areas in the second embodiment.

  Here, the second embodiment is a modification of the first embodiment, in which standby areas are set at a plurality of locations, and the order of service provision is determined according to the distance between each standby area and the service provision location. An example of adjustment is shown. Note that, in the second embodiment, the same elements as those in the first embodiment are denoted by the same reference numerals, and redundant description is omitted.

  The turn waiting management system of the second embodiment is applied to a facility capable of entrance / exit management, such as an amusement facility, for example. The turn waiting management system according to the second embodiment includes a photographing machine 1, a control device 3, and a movement management device 6. Further, the control device 3 includes an input unit 11, a communication unit 12, a specifying unit 13, a storage unit 14, a management unit 15, a normal charging processing unit 16, and a special charging processing unit 17. In the second embodiment, it is assumed that each user carries an IC card storing user identification information instead of the device 4.

  In the example of the second embodiment, the amusement facility is partitioned by partitions or the like to form a plurality of spaces, and each space is set as a standby area. In the example of FIG. 11, a state in which the facility is partitioned into five spaces of sections A to D and an entrance area is shown. All of the five spaces (sections A to D and the entrance area) in the facility shown in FIG. 11 are standby areas. In the entrance area, entrances and exits of the facility and the entrances and exits of sections A to D are provided, and the entrance area is set so that it cannot enter the facility from other than the entrance and exit. The sections A to D are set so as to communicate with only the entrance area, respectively, so that they cannot move to the sections A to D except from the entrance to the entrance area. That is, in the example of FIG. 11, it is assumed that the user moves between sections A to D and enters / exits the facility via the entrance area.

  In the example of FIG. 11, the photographing device 1 is arranged in the section D, and the turn waiting management system is applied to the turn waiting of the service (the photographing device 1) in the section D. Moreover, the mobility management apparatus 6 which records a user's entrance and exit is each arrange | positioned at the entrance / exit of the above-mentioned facility, and each entrance / exit of section AD. Each mobility management device 6 is connected to the control device 3.

  For example, the mobility management device 6 is a ticket gate that reads information on an IC card carried by the user when the user moves (enters and exits) beyond the standby area. Then, the mobility management device 6 generates an entrance record and an exit record in the standby area, and transmits the entrance record and the exit record to the control device 3. In the above-described entrance record and exit record, for example, user identification information, information indicating an area that has entered / exited, and entry / exit time information are associated with each other. The specifying unit 13 of the control device 3 specifies the waiting area where the user stays using the entry record and the exit record of the movement management device 6.

  FIG. 12 is a diagram illustrating an example of the first data table in the second embodiment. The first data table shown in FIG. 12 stores reference numbers, user identification information, device addresses, stay area information, standby time, and total absence time information. Note that each piece of information described above is prepared for each user, and is stored in the first data table in a state of being uniquely associated with each user.

  Here, the serial number shown in FIG. 12 is information for managing the provision order of the service (photographing machine 1) in section D. The reference numbers in the second embodiment are assigned in ascending order. In the initial state, the reference numbers are assigned in the order of arrival of the entry process. However, the reference numbers are changed depending on the total absence time of the user and the waiting area where the user stays. The user identification information is information for uniquely identifying the user in the operation of the system. For example, the user identification information includes an identification code based on a combination of numbers and character strings, and a user name. Note that the identification information included in the IC card may be only the above-described identification code. Further, the device address is used when notifying the electronic device carried by the user when the service order arrives. For example, when the device is a mobile phone, a phone number or a mail address is recorded as the device address. The stay area information is information indicating a stay area where the user stays. The waiting time is information indicating the length of the user's staying time in the facility (waiting area). The total absence time is information indicating the total absence time during which the user has left the facility.

  Next, an operation example of the turn waiting management system in the second embodiment will be described with reference to the flowchart of FIG. The flowchart of FIG. 13 shows the operation of the control device 3.

  Step # 201: The management unit 15 of the control device 3 determines whether or not there are visitors to the facility. For example, the management unit 15 of # 201 determines that there is a visitor to the facility when receiving an entrance record from the mobility management device 6 disposed at the entrance / exit of the facility. If the above requirement is satisfied (YES side), the process proceeds to # 202. On the other hand, if the above requirement is not satisfied (NO side), the process proceeds to # 205. Note that the NO side of # 201 is selected, for example, when there are no visitors to the facility in the determination of # 201 after the loop.

Step # 202: The management unit 15 determines whether or not the user who has entered from the entrance / exit of the facility is a new visitor. For example, when there is no user identification information corresponding to the entry record in the first data table, the management unit 15 determines that the user is a new visitor.
If the above requirement is satisfied (YES side), the process proceeds to # 203. On the other hand, if the above requirement is not satisfied (NO side), the process proceeds to # 204.

  Step # 203: The management unit 15 performs an entrance registration process for registering information on the user who entered the facility in the first data table. For example, the management unit 15 registers the identification information of the user who entered the facility and the device address in the first data table. In the entrance registration process of # 203, the management unit 15 sets the stay area information of the first data table to “entrance area”.

  Thereafter, the management unit 15 returns to # 201 and repeats the above-described operation. By such a loop, when a plurality of new users continuously enter the facility, the entrance registration process is continuously performed.

  Step # 204: The management unit 15 updates the stay area information in the first data table to “entrance area” for the re-entered user. Moreover, the management part 15 stops the count of the total absence time of a 1st data table about the user who reentered. Thereafter, the management unit 15 returns to # 201 and repeats the above-described operation.

  In the flowchart of FIG. 13, the process loops from # 216 and # 219 described later to # 201. Therefore, when the user enters the facility, either of the above-described processes of # 203 or # 204 is performed.

  Step # 205: The management unit 15 of the control device 3 determines whether or not an entry process waiting for a service order has been received via the input unit 11.

  If the above requirement is satisfied (YES side), the process proceeds to # 206. On the other hand, if the above requirement is not satisfied (NO side), the process proceeds to # 207. The NO side of # 205 is selected, for example, when there is no entry processing in the determination of # 205 after the loop. The entry process in # 205 may be performed at the time of entering the facility, and may be performed, for example, at a service reception installed in section D.

  Step # 206: The management unit 15 issues a reference number which is the last in the service order to the user who has performed the entry process of # 205. Then, the management unit 15 registers the issued reference number in the first data table for the user who has performed the entry process, and starts counting the standby time.

  Thereafter, the management unit 15 returns to # 205 and repeats the above-described operation. By such a loop, when a plurality of users perform entry processing continuously, serial numbers are sequentially issued to the users in the order of entry processing. It should be noted that a loop is made from # 216 and # 219 described later to # 205. Therefore, when a new entry process is performed, new reference numbers are sequentially issued to the user by the process of # 205.

  Step # 207: The management unit 15 determines whether there is a user who moves between the standby areas. For example, the management unit 15 in # 207 determines that there is a user who moves between the waiting areas when receiving the entrance record and the exit record from the mobility management device 6 corresponding to the sections A to D. If the above requirement is satisfied (YES side), the process proceeds to # 208. On the other hand, if the above requirement is not satisfied (NO side), the process proceeds to # 209.

  Step # 208: The management unit 15 refers to the user identification information included in the entrance record and the exit record. And the management part 15 updates the stay area information of the user who moved to the thing of a movement destination in a 1st data table.

  Step # 209: The management unit 15 determines whether or not there is a person leaving the facility. For example, the management unit 15 of # 209 determines that there is an exit person outside the facility when receiving the exit record from the mobility management device 6 arranged at the entrance / exit of the facility. If the above requirement is satisfied (YES side), the process proceeds to # 210. On the other hand, if the above requirement is not satisfied (NO side), the process proceeds to # 211.

  Step # 210: The management unit 15 refers to the user identification information included in the exit record. Then, the management unit 15 deletes the stay area information of the user who has left the facility in the first data table. In addition, the management unit 15 starts counting the total absence time of the first data table and stops counting the waiting time for the user who has left.

  Thereby, when the user continues to stay outside the facility, the value of the total absence time in the first data table increases. Further, when the user who has performed the entry process stays in the facility, the value of the waiting time increases according to the staying time.

  Step # 211: The management unit 15 refers to the first data table and determines whether there is a user whose total absence time exceeds the first allowable time. If the above requirement is satisfied (YES side), the process proceeds to # 212. On the other hand, if the above requirement is not satisfied (NO side), the process proceeds to # 213.

  Step # 212: The management unit 15 performs a process of lowering the reference number for a user whose total absence time exceeds the first allowable time.

  For example, the management unit 15 delays the reference number of the user whose total absence time exceeds the first allowable time by a predetermined number of people. Alternatively, the management unit 15 refers to the standby time in the first data table, and arranges the serial number in descending order of the standby time between the user whose total absence time exceeds the first allowable time and the user who stays in the facility. You may re-read. Thereby, the user who has been waiting in the facility is treated with priority over the user who has temporarily left the facility.

  Step # 213: The management unit 15 determines whether or not to execute a waiting process for canceling the turn. As an example, the management unit 15 according to the second embodiment determines that the cancel process is executed when a cancel instruction is received from the user or when the total absence time exceeds the second allowable time. The second allowable time is appropriately set by, for example, the service provider, and is set longer than the first allowable time (first allowable time <second allowable time).

  If the above requirement is satisfied (YES side), the process proceeds to # 214. On the other hand, if the above requirement is not satisfied (NO side), the process proceeds to # 215.

  Step # 214: The management unit 15 deletes the reference number in the first data table for the user to be canceled. Then, the management unit 15 performs a process of incrementing the reference number for the user whose order is later than the cancellation target.

  As in # 109 of FIG. 5, the management unit 15 in # 214 searches the second data table using the user identification information before performing the above-described deletion, and relates to the user to be canceled. The information in the second data table may be updated.

  Step # 215: The management unit 15 adjusts the service provision order according to the distance between the waiting area where the user stays and the service provision location.

  The management unit 15 refers to the stay area information in the first data table, and reassigns the reference number for a predetermined number of users from the top of the reference number. For example, the management unit 15 delays the reference number of the user who stays outside the section D, which is a service providing place, in consideration of the travel time in the standby area. At this time, the management unit 15 greatly delays the order of the users staying in the sections A to C not adjacent to the section D, compared to the order of the users staying in the entrance area adjacent to the section D. For example, the management unit 15 in # 215 delays the order of users staying in the entrance area by one and delays the order of users staying in the sections A to C by two. As a result, the service is adjusted so that the service order is delayed as the standby area where the user stays is farther from the service providing location.

  If the waiting area where the user stays changes due to a loop of # 216 or # 219, which will be described later, the stay area information is updated at # 207 and # 208, and then the service provision order is sequentially adjusted at # 214. Will be.

  Step # 216: The management unit 15 determines whether or not the service can be provided to the next user. For example, the management unit 15 according to the second embodiment determines that the service can be provided to the next user when information indicating that photographing is possible is received from the photographing device 1.

  If the above requirement is satisfied (YES side), the process proceeds to # 217. On the other hand, if the above requirement is not satisfied (NO side), the process returns to # 201 and the control device 3 repeats the above operation.

  Step # 217: The management unit 15 executes a calling process for calling a person in the next order. For example, the management unit 15 refers to the first data table and designates the person with the smallest reference number as the call target.

  Step # 218: The management unit 15 deletes the reference number of the user to be called from the first data table. Then, the management unit 15 performs a process of incrementing the reference number for the user whose order is later than the calling target.

  As in the case of # 112 in FIG. 5, the management unit 15 in # 218 searches the second data table using the user identification information before performing the above-described deletion, and relates to the user to be called. The information in the second data table may be updated.

  Step # 219: The normal billing processing unit 16 performs billing processing for the user after service provision is completed. For example, the normal billing processing unit 16 transmits user billing information to the server 5 of the institution that performs billing settlement. The normal billing processing unit 16 may output billing information to the service reception desk, and the service provider may collect charges at the reception desk.

  Thereafter, returning to # 201, the control device 3 repeats the above operation. Above, description of the flowchart of FIG. 13 is complete | finished. Also in the second embodiment, the first to third modifications of the first embodiment may be applied.

  In the turn waiting management system of the second embodiment, the control device 3 identifies the waiting area where the user stays using the entry record / exit record of the mobility management device 6 (# 208). And the control apparatus 3 carries out the turn-down (# 212) and cancellation of waiting for a turn (# 214) about a user with long total absence time in a facility. Also, the control device 3 adjusts the service provision order according to the distance between the waiting area where the user stays and the service provision location (# 215). As a result, for example, a user who is waiting near a service providing location is preferentially called, so that dissatisfaction is less likely to occur from a user with a long waiting time. Further, in the second embodiment, there is no time loss due to a call to an absentee and waiting for a response, so that the throughput for waiting for a turn increases. Furthermore, in the second embodiment, users who can respond immediately in the standby area are likely to gather in the front of the turn, so that it is relatively easy for a user who stays in the standby area to predict the turn.

  Also in the second embodiment, an incentive that even if the users are scattered in the waiting area, it becomes a management target of the queue, and it is advantageous to wait for the service order by staying near the service providing place. Occurs. Therefore, in the second embodiment, as in the first embodiment, it is possible to create a situation in which the user does not leave the waiting area and can move freely in the waiting area while waiting for the service order.

  From the above detailed description, features and advantages of the embodiments will become apparent. It is intended that the scope of the claims extend to the features and advantages of the embodiments as described above without departing from the spirit and scope of the right. Further, any person having ordinary knowledge in the technical field should be able to easily come up with any improvements and modifications, and there is no intention to limit the scope of the embodiments having the invention to those described above. It is also possible to use appropriate improvements and equivalents within the scope disclosed in.

DESCRIPTION OF SYMBOLS 1 ... Photographing machine, 2 ... Antenna, 3 ... Control apparatus, 4 ... Apparatus, 5 ... Server, 6 ... Movement management apparatus, 11 ... Input part, 12 ... Communication part, 13 ... Identification part, 14 ... Memory | storage part, 15 ... Management unit, 16 ... normal charging processing unit, 17 ... special charging processing unit

Claims (15)

For a user who wants to receive a service, a management unit that manages the provision order of the service;
A specific unit that identifies the user staying in a predetermined waiting area,
The specifying unit specifies the staying state of the user in the standby area, obtains the absence time of the user in the standby area,
The said management part adjusts the provision order of the said service based on at least any one of the length of the said absence time, or the said waiting area, The order waiting management system characterized by the above-mentioned. In the turn waiting management system according to claim 1,
Each of the users carries a device,
The turn waiting management system further includes a communication unit that communicates with the device,
The order determination management system characterized in that the specifying unit specifies a staying state of the user in the standby area every predetermined time depending on whether or not the communication between the communication unit and the device is successful. In the turn waiting management system according to claim 2,
The said waiting | waiting management system characterized by the said communication part communicating with the said apparatus by radio | wireless. In the turn waiting management system according to claim 1,
In the standby area, a mobility management device that records entry and exit of the user to and from the standby area is arranged,
The order identifying management system, wherein the specifying unit specifies a staying state of the user in the standby area using an entrance record and an exit record in the mobility management device. In the turn waiting management system according to any one of claims 1 to 4,
The management unit changes the provision order of the services of a user who has left the waiting area when the absence time exceeds a first allowable time. In the turn waiting management system according to any one of claims 1 to 5,
The management unit, when the absence time exceeds a second allowable time, deletes a user who has left the waiting area from the service provision order. In the turn waiting management system according to claim 5 or 6,
A first billing processing unit for billing the user;
The first allowable time or the second allowable time is set by the user,
The first charging processing unit sets a charging amount for the user according to the length of the first allowable time or the second allowable time, and the turn waiting management system, wherein In the turn waiting management system according to any one of claims 1 to 7,
The waiting area is set in a plurality of different places,
The order waiting management system, wherein the management unit adjusts the order in which the services are provided according to a distance between each of the standby areas and the service providing location. In the turn waiting management system according to any one of claims 1 to 8,
The management section deletes the user from the service provision order in response to a cancel instruction from the user. In the turn waiting management system according to any one of claims 1 to 9,
The order waiting management system, wherein the management unit can set a special reservation person who can receive a service when the order arrives regardless of the absence time. In the turn waiting management system according to claim 10,
The order management system, wherein the management unit can set the special reservation person by specifying a time zone. In the turn waiting management system according to claim 10 or claim 11,
A turn waiting management system, further comprising a second billing processing unit for billing the special reservation user. In the turn waiting management system according to any one of claims 1 to 12,
An order waiting management system, further comprising: a storage unit that stores at least one of user service usage count, user total standby time, and user standby time during previous service usage. In the turn waiting management system according to claim 13,
The management unit executes processing for preferentially using a user by using information in the storage unit. A management procedure for managing the order in which the service is provided for a user who wants to receive the service;
A specific procedure for identifying the user staying in a predetermined waiting area;
In the specifying procedure, the staying state of the user in the waiting area is specified, and the absence time of the user in the waiting area is obtained,
In the management procedure, the order of providing the services is adjusted based on the length of the absence time or at least one of the standby areas.

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