JP2017117380A - Order management system, order management device and order management program - Google Patents

Abstract

PROBLEM TO BE SOLVED: To manage a turn waiting of a service user and support a business of a service provider.SOLUTION: An order management system for managing a turn waiting state of a turn waiting group who receives a service on a facility comprises: a storage part for storing external status information for notifying the turn waiting group of a turn waiting state, and internal status information which is used for managing a business on the facility; a status update part for updating the external status information or the internal status information based on a new input of a turn waiting, or an input of update information of the status information; and a display control part for displaying the external status information on a screen in a first mode which is used for providing information to the turn waiting group, and displaying the internal status information on a screen in a second mode which is used for management on the facility.SELECTED DRAWING: Figure 5

Description

  The present invention relates to a technique for managing waiting for users in various facilities such as restaurants, banks, government offices, and hospitals.

  2. Description of the Related Art Conventionally, various order management systems have been employed in restaurants, banks, government offices, and the like in order to manage waiting for users waiting for service.

  For example, in a popular restaurant or the like, a customer-designated reservation form is prepared, and the customer's order is managed by writing the name and the number of the reservation person therein (for example, Patent Document 1 (particularly, paragraphs 0003 to 0003). 0007)).

JP 2004-94380 A

  However, the conventional order management system only manages from the customer's viewpoint, such as how many minutes it will take, and supports the business from the viewpoint of the store providing the service. Management was not possible.

  The present invention has been made in view of the circumstances described above, and an object of the present invention is to provide service support for a service provider in addition to managing waiting for service users.

  An order management system according to one aspect of the present invention is an order management system that manages an order waiting situation of an order waiting group that receives a service at a facility, and is an external for informing the order waiting group of the order waiting situation. The external status based on status information, a storage unit for holding internal status information to be used for business management in the facility, and a new turn waiting input or status information update information input The status update unit for updating information and the internal status information, and the external mode status information are displayed on the first mode screen used for providing information to the waiting group, and used for management within the facility The second mode screen is provided with a display control unit for displaying the internal status information.

  In addition, the internal status information includes information indicating a business step currently in progress among a plurality of business steps included in the service, and each service when the service is actually provided for each waiting group. Information on the working time required for the business step may be included.

In addition, a work time analysis unit that calculates the average work time of each work step using the work time information required for each work step for each waiting group included in the internal status information, and each work A display unit that displays information on the average working time of the step.
Further, the working time analysis unit extracts the longest working time and the shortest working time for each business step from the information on the working time required for each business step for each waiting group, the display unit, Information on the longest work time and the shortest work time of each business step may be displayed.

  According to the present invention, in addition to the management of waiting for service users, service support for service providers can be performed.

It is a figure which shows schematic structure of the order management system 1000 which concerns on 1st Embodiment. 3 is a block diagram illustrating a main configuration of an order management terminal 100. FIG. 5 is a flowchart showing a flow of a new registration acceptance process waiting for a turn in the turn management system 1000. It is the figure which illustrated the reception screen for performing reception waiting in order. 10 is a flowchart showing a flow of update processing of a waiting state in the order management system 1000. It is the figure which illustrated the status management screen of store mode. It is the figure which illustrated the update operation screen of the order waiting condition in store mode. It is the figure which illustrated the work time analysis screen of store mode. It is a figure which shows schematic structure of the order management system 1000 'concerning 2nd Embodiment. It is a sequence diagram in the case where order management is performed using three order management terminals 100A to 100C.

  Hereinafter, embodiments of the present invention will be described in detail with reference to the drawings. In addition, the same code | symbol is attached | subjected to the same element and the overlapping description is abbreviate | omitted.

A. First Embodiment FIG. 1 is a diagram showing a schematic configuration of an order management system 1000 according to the present embodiment. As shown in the figure, the order management system 1000 includes an order management terminal 100 provided in a facility that provides services, a printer 200 connected to the order management terminal 100, and the order management terminal 100 via a communication network N. And a management server 300 for overall management.

  In the present embodiment, the case of managing the waiting time of the user with respect to the car maintenance service provided by a car dealer A will be described as an example. However, the present invention is not limited to this, but a complex amusement system, a shopping mall, a department store, etc. It can be applied to any facility that manages the waiting of visitors, such as stores, banks, hospitals, and public facilities. Further, for convenience of explanation, the order management terminal 100 installed in the car dealer A and the order management terminal 100 installed in the store B are illustrated. However, the order management terminal 100 installed in many facilities has the management server 300. Is managed by.

  The order management terminal 100 is installed near the entrance of a facility, etc., and is a terminal device for managing the waiting time when a visitor enters the facility or receives a service. A tablet terminal or the like is used. The The service providers are all types of business and business categories. The order management terminal 100 is not limited to a tablet terminal, and can exchange data with the management server 300 via the communication network N such as a personal computer (PC), a notebook PC, a smartphone, a mobile phone, and a personal digital assistant (PDA). Any terminal device can be used.

  The printer 200 is connected to the order management terminal 100 by a wired cable or wirelessly, and issues a turn ticket or a coupon representing the number of waiting orders.

  The management server 300 is configured by, for example, a computer having high arithmetic processing capability, and a server function is realized by a predetermined server program operating on the computer. Here, the number of computers constituting the management server 300 is not necessarily one, and may be composed of a plurality of computers distributed on the communication network N. The management server 300 includes a management database (storage unit) 310 for managing the order management terminal 100 for each facility, and a processor (status update unit, work time analysis unit) 320. The management database 310 includes a client management table TA1, a status management table TA2, and a work record management table TA3.

  In the client management table TA1, a unique ID and a passcode (account) are registered in association with each facility. Here, “ID: A1...” And “passcode: AA2...” Are set for the order management terminal 100 used in “car dealer A”. The ID and passcode for each facility are set by, for example, an administrator (for example, a store owner) who performs waiting management at each facility when the system is introduced. In this embodiment, it is assumed that one order management terminal 100 is used in one facility, but a plurality of order management terminals 100 may be used in one facility (see the second embodiment). When a plurality of order management terminals 100 are used in one facility, the same ID and passcode may be used. For example, a plurality of IDs and passwords may be used properly according to predetermined conditions.

  In the status management table TA2, a waiting list for each facility is registered. The order waiting list includes a list of persons who are waiting for order (order waiting group) and information (status information) indicating the order waiting status of each order waiting group. The status information includes status information for customers (external status information) and in-store status information (internal status information). The customer status information is status information to be shown to a customer who is waiting for a turn, and is, for example, “not called”, “calling”, “guided”, or “cancelled”. “Uncalled” means that neither calling nor guidance has been performed after registration in the waiting list. “Calling” means that the person waiting for the turn is notified that the turn has come, and the guidance is not completed. Specifically, it is a state in which a customer in the store is verbally called or notified by telephone or e-mail. “Guided” means that the service has been started for the person who has arrived. “Cancel” means that the waiting for the turn has been canceled.

  The in-store status information is an internal status for use in business management on the facility side. The in-store status information includes information on a business step that is currently providing a service among a plurality of business steps included in the service provided at the facility. For example, in the case of “car dealer A”, the business steps included in the car maintenance service are “repair / inspection”, “car wash”, “slip creation”, and “accounting”.

  For the car dealer A, one record in the waiting list includes information such as reception number “1”, reception time “13:03”, customer status information “Guided”, and in-store status information “car wash”. It is included. What information is included in the waiting list can be appropriately set and changed by the manager of each facility. The contents of the waiting list are updated based on new registration information to the waiting list transmitted from the order management terminal 100 or status update information (details will be described later).

  A work record list (internal status information) in each facility is registered in the work record management table TA3. In the work record list, information on the start time and end time of each business step when the service is actually provided for each waiting group is registered for each facility. For example, for car dealer A, in one record, reception number “1”, “repair / inspection: (start) 13:10 (end) 13:30”, “car wash: (start) 13:30 (end) 13: 45 ”,“ slip creation: (start) 13:45 (end) 13:50 ”,“ accounting: (start) 13:50 (end) 14:00 ”, and the like are included. Instead of the start time and end time of each business step, the time required for the work of each business step (difference between the end time and the start time) may be held. When the management server 300 receives new registration information from the order management terminal 100 to the waiting list, a record corresponding to the reception number is created in the work record list. Thereafter, the contents of each record in the work record list are updated based on the status update information transmitted from the order management terminal 100.

  The processor 320 includes an arithmetic logic unit (CPU or the like) that processes arithmetic operations, logic operations, bit operations, and the like and various registers, and executes various programs stored in storage means such as a ROM, thereby managing the server. Each part of 300 is controlled centrally. In addition, the processor 320 also executes a computer program (order management application) for managing the wait for turn in cooperation with the order management terminal 100.

  The communication network N includes a communication network that can transmit and receive information between the management server 300 and the order management terminal 100. The communication network N may be, for example, the Internet, a LAN, a dedicated line, a telephone line, a corporate network, a mobile communication network, Bluetooth, WiFi (Wireless Fidelity), other communication lines, a combination thereof, or the like. Regardless of whether it is wired or wireless.

  FIG. 2 is a block diagram illustrating a main configuration of the order management terminal 100. The order management terminal 100 includes a processor (display control unit) 110, an input device (display unit) 115, a display device 116, a communication interface 120, and a storage resource 130. The order management terminal 100 accepts an input to the order waiting list, a dismissal, or the like when the user directly operates the input device 115 such as a touch panel. Here, a visitor, an employee, etc. are assumed as a user. For example, the store visitor performs an input for newly registering the waiting list in the waiting list, and the employee or the like performs an input for updating the status of the information registered in the waiting list. Here, facility managers and employees are collectively referred to as employees.

  The processor 110 includes an arithmetic logic unit (CPU or the like) that processes arithmetic operations, logic operations, bit operations, and the like and various registers, and executes various programs stored in the storage resource 130 to execute the order management terminal 100. Central control of each part. The various registers are, for example, a program counter, a data register, an instruction register, a general-purpose register, and the like.

  The input device 115 includes various operation buttons and a touch panel 115a for accepting inputs such as acceptance to the waiting list and dismissal from the waiting list.

  The display device 116 is a device for displaying a reception screen and a standby screen including a waiting list, a reception button, and the like, and is configured by a liquid crystal display, for example.

  The communication interface 120 is a hardware module for connecting to the communication network N and communicating with other terminals on the communication network N. The communication interface 120 is, for example, a modulation / demodulation device such as an ISDN modem, an ADSL modem, a cable modem, an optical modem, or a soft modem.

  The storage resource 130 is, for example, a logical device provided by a storage area of a physical device. The physical device is a computer-readable recording medium such as a disk drive or a semiconductor memory (ROM, RAM, etc.). The storage resource 130 may be constructed by mapping a plurality of physical devices to one logical device, or may be constructed by mapping one physical device to a plurality of logical devices.

  The storage resource 130 stores an operating system program, a driver program, various data, and the like. Examples of the driver program include a communication interface driver program for controlling the communication interface 120. In addition to these various programs and various data, the storage resource 130 stores a computer program (order management application) AP1 for managing the waiting in cooperation with the management server 300 by being executed by the processor 110. ing.

Next, the operation of the order management system 1000 in this embodiment will be described.
As a user of the order management system 1000, a store visitor, an employee, and the like are assumed. A visitor operates the order management terminal 100 installed in the vicinity of the entrance of the car dealer A, and performs an operation for registering a new waiting list in the waiting list. Specifically, necessary items are input by appropriately operating the touch panel 115a in accordance with a message displayed on the display device 116. What items should be input at the time of reception may be determined according to the intention of the manager of each facility.

  In addition, instead of the visitor directly operating the touch panel 115a, an employee or the like may perform input for accepting an order. At this time, the employee or the like may operate the order management terminal 100 installed near the entrance of the facility, or may operate the order management terminal 100 used individually by the employee or the like, as will be described later. Good.

  The order management terminal 100 is provided with a customer mode (first mode) and a store mode (second mode), and the switching operation between these modes is performed by facility managers, employees, and other facilities. A person who knows the ID and passcode of the user operates the touch panel 115a. In customer mode, only the waiting operation is possible, but in store mode, in addition to the waiting operation, the waiting list can be updated or the operation step can be set as described later. it can.

(New registration acceptance to the waiting list)
FIG. 3 is a flowchart showing a flow of a new registration acceptance process waiting for turn in the turn management system 1000.
The order management terminal 100 receives information included in the order waiting list registered in the status management table TA2 from the management server 300 via the communication interface 120 (step S11).

  Next, the order management terminal 100 causes the display device 116 to display an acceptance screen for accepting an order waiting as illustrated in FIG. 4 (step S12).

  FIG. 4 is a diagram illustrating a customer mode reception screen displayed on the display device 116 of the order management terminal 100. As shown in FIG. 4, on the reception screen, at least a part of the waiting list registered in the status management table TA2 of the management server 300, for example, the receiving number of the person waiting for the turn and the current customer status However, a list arranged in chronological order in the order of acceptance is displayed. Also, the number of waiting groups currently waiting for the turn is displayed. Further, the display device 116 displays an indication of the waiting time, a message for prompting an acceptance operation to the waiting list, an acceptance button, and the like.

  As a measure of the waiting time, a value calculated by multiplying the current number of waiting groups by an average waiting time per group can be used. Note that the waiting time guideline may be calculated by the processor 320 of the management server 300 and transmitted to the order management terminal 100 or may be calculated by the order management terminal 100. The items displayed on the reception screen can be determined according to the intention of the manager of each facility.

  The order management terminal 100 detects whether or not an operation input via the input device 115 such as the touch panel 115a by a visitor or an employee has been performed on the displayed reception screen (step S13). For example, when an operation on the touch panel 115a is detected and an input is received (step S13: YES), a reception completion screen is displayed (step S14). On the reception completion screen, a reception number (waiting number), a waiting time at the present time, and the like are displayed. Further, a message prompting to receive the turn ticket is displayed, and the user can receive the turn ticket printed from the printer 200 connected to the turn management terminal 100. How to use a turn ticket will be described later.

  The confirmed new registration information is transmitted from the order management terminal 100 to the management server 300 via the communication network N (step S15). When the management server 300 receives new registration information from a certain facility (in this case, the car dealer A), the management server 300 performs a process of newly adding a set of waiting queues to the waiting list based on the received new registration information. Update the management table TA2. Also, a new record is added to the work record management table TA3. (Step S16).

(Status management)
An employee or the like can set the order management terminal 100 to the store mode by operating the touch panel 115 a of the order management terminal 100. The store mode is a mode for performing status update operation for the waiting list, analysis of work time of business steps, etc. in addition to accepting waiting input.

  FIG. 5 is a flowchart showing a flow of updating the order waiting status (status) in the order management system 1000. First, the employee or the like sets the order management terminal 100 to the store mode, and causes the display device 116 to display a store mode status management screen (step S21).

  FIG. 6 is a diagram illustrating a status management screen in the store mode. As shown in FIG. 6, the status information of the waiting groups registered in the waiting list is displayed on the display unit L1 in the order received. Specifically, information such as “reception number”, “reception time”, and the current “business step (in-store status information)” is displayed for each waiting group. In addition, customer status such as “calling” and “not calling” can also be displayed. In addition, the status management screen displays the number of waiting groups currently waiting for the order, a guideline for the current waiting time, and the like.

  The employee or the like specifies the update target of the waiting status from the displayed waiting list, and presses the “status change” button in the row displaying the target (step S22). As a result, an update operation screen for the waiting state as shown in FIG. 7 is displayed. As shown in FIG. 7, an operation button group BG indicating each business step is displayed on the update operation screen in the waiting state. FIG. 7 shows an example in which the row with the reception number “2” is selected. In the row of the reception number “2”, since the current business step is “car wash”, a check mark indicating the current status is displayed to the left of “car wash”.

  The employee taps a desired button to perform an update operation for the waiting status (step S23). For example, after the car washing work is completed, when an employee taps the “Create slip” button, the status shifts to “Create slip”.

  When such an operation is performed, status update information indicating an update instruction for the waiting status is uploaded from the order management terminal 100 to the management server 300 via the communication network N (step S24).

  The management server 300 rewrites the status management table TA2 based on the received status update information, and updates the waiting list for the facility (step S25). For example, when the “Create slip” button is tapped with the receipt number “2”, the in-store status information of the record with the receipt number “2” in the waiting list is updated to “Create slip”. The status information for customers remains “Guided”.

  Furthermore, the management server 300 rewrites the work record management table TA3 based on the received status update information, and updates the work record list of the facility (step S26). For example, when the “slip creation” button is tapped at the reception number “2”, the end time of the completed business step “car wash” and the started business step “ Information of the start time of “slip creation” is newly registered. Specifically, the management server 300 registers the time at which the status update information is received in each item of the work record list. When registering work time instead of start time and end time in the work record list, use the start time and end time of each business step to calculate the difference and register it as work time. Also good.

(Analysis of work time)
FIG. 8 is a diagram illustrating a work mode analysis screen in the store mode displayed on the display device 116 of the order management terminal 100. As shown in FIG. 8, a list of business steps of the car dealer A and the average work time required for the work are displayed for each business step. In addition, information on the longest work time and the shortest work time is also displayed for each business step.

  The management server 300 calculates a work time for each business step for all records registered in the work record list on the same day from the work record management table TA3 after the business of the car dealer A ends. Specifically, a difference is calculated by subtracting the start time from the end time of each business step registered in the work record list.

  Further, the average of all records is calculated for the work time of each business step, and is set as the average work time. For each business step, the longest work time and the shortest work time are extracted from all records, and are set as the longest work time and the shortest work time, respectively.

  On the work time analysis screen, the average work time, the longest work time, and the shortest work time for each business step calculated as described above are displayed. The timing for calculating the average work time, the longest work time, and the shortest work time for each business step is not limited to after the work is finished, but is calculated at regular intervals during business hours using data registered at that time. You may do it.

  As described above, according to the present embodiment, in the management server 300, the customer status information for informing the customer of the situation of waiting for the turn and the in-store status information for use in managing the business on the facility side. Since the status information for customers is displayed on the customer mode screen of the order management terminal 100 and the in-store status information is displayed on the store mode screen, the facility side Business support for providing services can be provided.

  In addition, the status information for the store includes information indicating the current business step and information on the work time required for each business step when the service is actually provided. Analyzing time can be used to optimize personnel. Specifically, it is possible to analyze the average work time, the longest work time, the shortest work time, etc. of each business step.

B. Second Embodiment In the first embodiment described above, the case where one order management terminal 100 is used in one facility has been described, but in the second embodiment, a plurality of order management terminals 100 are used in one facility. Will be described.

  FIG. 9 is a diagram showing a schematic configuration of an order management system 1000 ′ according to the second embodiment. The order management system 1000 ′ shown in FIG. 9 is the same as FIG. 1 except that a plurality of order management terminals 100 are provided in one facility. Accordingly, corresponding parts are denoted by the same reference numerals, and detailed description thereof is omitted.

  The use of a plurality of order management terminals 100 in one facility differs from the case where only one order management terminal 100 is used in that data is shared among the order management terminals 100. FIG. 10 is a sequence diagram when order management is performed using the three order management terminals 100A to 100C. For example, when a specific order management terminal 100 (order management terminal 100A shown in FIG. 9) is operated at the car dealer A (C1), the operation content (here, assuming status update information) is stored in the management server 300. Uploaded (C2). The management server 300 updates the status information of the car dealer A registered in the status management table TA2 based on the received status update information (C3). Terminals other than the order management terminal 100A used at the car dealer A, that is, the order management terminals 100B and 100C make an inquiry about the status information registered in the status management table TA2 using a unique account for each facility as a key. (C4). The management server 300 transmits the latest status information updated to the order management terminals 100B and 100C (C5), and ends the process. Accordingly, the updated status information is shared by all the order management terminals 100A to 100C used at the car dealer A.

  As a result, the latest information is always reflected in the respective order management terminals 100 in a synchronized state. As a result, even when a plurality of order management terminals 100 are used in one facility, the update information waiting for the order is updated. Optimal turn waiting management can be performed without causing problems such as not being reflected in some of the turn management terminals 100.

C. Others The present invention is not limited to the above-described embodiment, and can be implemented in various other forms without departing from the gist of the present invention. For this reason, the said embodiment is only a mere illustration in all points, and is not interpreted limitedly. For example, the above-described processing steps can be arbitrarily changed in order as long as the processing contents do not contradict each other, or can be executed in parallel.

  Although the turn ticket issued from the printer 200 is not particularly mentioned, a slip printed with a receipt number may be issued from the printer 200 after the user inputs the receipt.

1000, 1000 '... order management systems 100, 100A, 100B, 100C ... order management terminal 200 ... printer 300 ... management server TA1 ... client management table TA2 ... status management table TA3 ... work record management table N ... communication network 110 ... processor 115 ... Input device 115a ... Touch panel 120 ... Communication interface 130 ... Storage resource AP1 ... Order management application

Claims (6)

An order management system for managing the waiting status of a waiting group that receives services at a facility,
External status information for informing the waiting status to the waiting group, a storage unit for holding internal status information for use in business management in the facility,
A status update unit that updates the external status information and the internal status information based on the input of new waiting queue or update information of status information;
The external status information is displayed on the first mode screen used for providing information to the waiting group, and the internal status information is displayed on the second mode screen used for management in the facility. And a display control unit. The internal status information is
Information indicating work steps currently in progress among a plurality of work steps included in the service, and information on work time required for each work step when the service is actually provided for each waiting group The order management system according to claim 1, comprising: A work time analysis unit that calculates the average work time of each work step using the work time information required for each work step for each turn waiting group included in the internal status information;
The order management system of Claim 2 provided with the display part which displays the information of the said average work time of each operation | work step. The working time analysis unit
From the work time information required for each work step for each waiting group, the longest work time and the shortest work time for each work step are extracted,
The display unit
The order management system according to claim 3, wherein information on the longest work time and the shortest work time of each business step is displayed. An order management device that manages the waiting status of a waiting group that receives a service at a facility,
External status information for informing the waiting status to the waiting group, a storage unit for holding internal status information for use in business management in the facility,
A sequence management apparatus comprising: a status update unit configured to update the external status information and the internal status information based on a new wait-for-order input or status information update information input. A computer that manages the waiting status of the waiting group that receives services at the facility,
External status information for informing the waiting status to the waiting group, a storage unit for holding internal status information for use in business management in the facility,
A program that functions as a status update unit that updates the external status information and the internal status information based on a new waiting input or status information update information input.

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