JP2018165858A - Order management system and program - Google Patents

Abstract

PROBLEM TO BE SOLVED: To be able to change or cancel a registration content by telephone after registering turn waiting.SOLUTION: An order management system for managing a turn waiting at a facility includes: a reception registration unit for receiving a registration of turn waiting for a waiting item capable of waiting turn at the facility; a turn waiting list management unit for managing a turn waiting list including information of a turn waiting status of turn waiting at the facility; and an inquiry reception unit for receiving an inquiry of the turn waiting by a telephone from a user waiting for turn and providing the information of the turn waiting status of the turn waiting. The inquiry reception unit inquiries of the user whether there is a desire to change the waiting item by voice, and changes the waiting item of the turn waiting that registered in the turn waiting list according to an operation of the user.SELECTED DRAWING: Figure 5

Description

  The present invention relates to an order management system and a program.

  2. Description of the Related Art Conventionally, various order management systems have been employed in restaurants, stores, hospitals, banks, government offices, and the like in order to manage waiting for customers waiting for their services.

  For example, Patent Document 1 describes a reservation management system that simultaneously provides a reservation management service for a plurality of facilities that can wait for a turn, and a user can make a reservation for a turn from a Web, a telephone, or a storefront terminal. It is stated that you can apply. In addition, it is described that a reservation customer whose order is approaching is notified by voice by making a call.

JP 2005-50002 A

  In a conventional order management system, a one-way calling phone is automatically sent to a reservation customer whose order is approaching. However, after making a reservation, it was not possible to cancel the reservation by telephone or change the application.

  The present invention has been made in view of the circumstances described above, and an object of the present invention is to allow registration contents to be changed or canceled by telephone after registering a waiting queue.

An order management system according to an embodiment of the present invention is an order management system that manages waiting for an order in a facility,
A reception registration unit that accepts a waiting registration for each waiting item that can wait in the facility;
A waiting list management unit for managing a waiting list including information on a waiting state of a waiting group in the facility;
An inquiry reception unit that receives an inquiry about the waiting status by telephone from a user who is waiting in turn, and provides information on the waiting status of the corresponding waiting group by voice,
The inquiry reception unit
The user is inquired by voice whether or not the waiting item is desired to be changed, and the waiting item of the waiting group registered in the waiting list is changed according to the operation of the user. is there.

  In addition, the inquiry reception unit may inquire whether or not the waiting item is desired to be changed only when the current waiting time of the waiting group is equal to or greater than a threshold value.

  In addition, the inquiry reception unit may present a waiting item with a shorter waiting time than the expected waiting time at the present time of the waiting group by voice.

  In addition, the inquiry reception unit inquires of the user whether or not the user wishes to cancel the waiting for a turn, and in response to the user's operation, the waiting list of the turn waiting group registered in the turn waiting list. You may make it cancel waiting in order.

  In addition, a call telephone transmission unit for transmitting a call notification message to a terminal that is waiting for a turn that has arrived, and the call telephone transmission unit requests the user to cancel the wait for the queue. The presence / absence of the order waiting group registered in the order waiting list may be canceled according to the user's operation.

  According to the present invention, the registration contents can be changed or canceled by telephone after registering the waiting queue.

The figure which shows schematic structure of the order management system 1000 which concerns on embodiment of this invention. The block diagram which shows the main structures of the order management terminal 200. FIG. The flowchart of the reception registration process of waiting in the order in the order management system 1000 which concerns on embodiment of this invention. The flowchart of the calling process by the telephone in the order management system 1000 which concerns on embodiment of this invention. The flowchart of the inquiry process of the order waiting condition by telephone in the order management system 1000 which concerns on embodiment of this invention.

  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.

  In this embodiment, an example of the waiting management in the restaurant A will be described. However, the present invention can be applied to any facility that performs waiting management of facility users such as hospitals, banks, government offices, shopping malls, department stores, and amusement facilities. .

  FIG. 1 is a diagram showing a schematic configuration of an order management system 1000 according to the present embodiment. As shown in FIG. 1, the order management system 1000 includes an order management server 100 installed in a management center, an order management terminal 200 installed in each facility, and a user terminal 300 owned by a user of the facility. It is out. The order management server 100 is connected to the order management terminal 200 and the band terminal 300 via the communication network N. The order management terminal 200 is installed near the entrance of a facility (here, restaurant A).

  The order management server 100 is configured by a general-purpose computer, and a server function is realized by operating a predetermined server program on the computer. The number of computers constituting the order management server 100 is not necessarily one, and may be composed of a plurality of computers distributed on the communication network N.

  The order management server 100 includes a management database 110 for managing the order management terminal 200 for each facility, and a processor (acceptance registration unit, waiting list management unit, inquiry accepting unit, and calling phone transmission unit) 120. The management database 110 includes a client management table TA1 and a status management table TA2.

  In the client management table TA1, a unique ID and a passcode (account) assigned to the order management terminal 200 are registered for each facility. For example, “ID: A1...”, “Pass code: AA2. These pieces of information are set by, for example, an administrator (for example, the owner of a facility) who performs management waiting in each facility at the time of system introduction. When a plurality of order management terminals 200 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 an order (order waiting group) and information (status information) indicating a waiting state of each order waiting group. One record of the waiting list includes information such as reception number “1”, reception time “13:03”, waiting item “terrace seat”, number of users “4”, status “calling”, and the like. In addition, information such as name, contact phone number, and email address can be included.

  The status includes “waiting” which is the state before the order arrives, “calling” which is informed that the order has arrived, “guided” which is the state in which the order has been reached, and further the order “Cancelled” or the like in which the waiting is canceled is included. What items are set as the status can be appropriately set and changed by the manager of each facility.

  The waiting item is set for each facility and can be selected at the time of registration. For example, the waiting item set in “Restaurant A” is the type of seat. Here, “table”, “counter”, “terrace seat”, and “private room” are set. The waiting item is set, for example, by an administrator (for example, a store owner) who performs waiting management at each facility when the system is introduced. The waiting item can be changed as needed.

  Information included in the waiting list can be set and changed as appropriate 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 200 or status update information (details will be described later).

  The processor 120 includes an arithmetic and logic unit (such as a CPU) that processes arithmetic operations, logic operations, bit operations, and the like and various registers, and manages the order by executing various programs stored in storage means such as a ROM. Each part of the server 100 is centrally controlled. The processor 120 also has a computer program (order management application) for managing waiting in cooperation with the order management terminal 200 and a computer program (phone service application) for executing automatic call transmission / reception. Run.

  The communication network N includes a communication network that can transmit and receive information to and from each other, such as between the order management server 100 and the order management terminal 200. The communication network N is, for example, the Internet, a LAN, a dedicated line, a telephone line, a corporate network, a mobile communication network, Bluetooth (registered trademark), WiFi (Wireless Fidelity), other communication lines, or a combination thereof. It does not matter whether it is wired or wireless.

  The order management terminal 200 can exchange data with the order management server 100 via the communication network N, such as a tablet terminal, a personal computer (PC), a notebook PC, a smartphone, a mobile phone, and a personal digital assistant (PDA). A terminal device can be used. Note that a plurality of order management terminals 200 can be used in one facility. In the example of FIG. 1, only one order management terminal 200 is illustrated, but in reality, the order management terminal 200 installed in many facilities is managed by the order management server 100.

  FIG. 2 is a block diagram showing the main configuration of the order management terminal 200. The order management terminal 200 includes a processor (acceptance registration unit) 210, an input device 215, a display device 216, a communication interface 220, and a storage resource 230. The order management terminal 200 accepts inputs such as registration and update to the waiting list by the facility user or employee directly operating the input device 215 such as a touch panel. For example, the employee of the facility performs an input for newly registering the waiting list in the waiting list or an input for updating the status registered in the waiting list.

  The processor 210 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 230 to execute the order management terminal 200. 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 215 includes various operation buttons and a touch panel 215a for accepting an input such as acceptance to the waiting list or disappearance from the waiting list.

  The display device 216 is a device for displaying a waiting list, a reception screen, and a status management screen, and is configured by a liquid crystal display, for example.

  The communication interface 220 is a hardware module for connecting to the communication network N and communicating with other devices via the communication network N. The communication interface 220 is 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 230 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 230 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 230 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 220. In addition to these various programs and various data, the storage resource 230 stores a computer program (order management application) AP1 for managing the waiting in cooperation with the order management server 100 by being executed by the processor 210. Has been.

  The user terminal 300 is a terminal such as a smartphone, a mobile phone, a tablet terminal, or a wearable device owned by a user of the service. The user terminal 300 includes a processor, an input device such as various operation buttons and a touch panel, a display device such as a liquid crystal display, a communication interface for connecting to the communication network N, a storage resource such as a disk drive or a semiconductor memory (ROM, RAM, etc.). It has. In addition to these various programs and various data, the storage resource stores a computer program (order management application) for managing the waiting in cooperation with the order management server 100 by being executed by the processor. The user can register the waiting for each facility through a web browser or other application installed in the user terminal 300.

(Stand-by registration)
Next, an order waiting registration process performed by a user who visits a facility by operating the order management terminal 200 of each facility will be described with reference to the flowchart of FIG.

  The order management terminal 200 receives information included in the order waiting list registered in the status management table TA2 from the order management server 100 via the communication interface 220 (step S31).

  Next, the order management terminal 200 causes the display device 216 to display an acceptance screen for accepting an order waiting (step S32). On the reception screen, for example, a list in which the information of the waiting list (the reception number of the person waiting for the turn and the current status information) is arranged in time series in the order of reception is displayed. In addition, the number of waiting groups currently waiting for the order is displayed.

  The user performs a predetermined operation input on the displayed reception screen, and information necessary for reception of the waiting order (waiting item, number of users, whether there is a call (telephone or e-mail), and the contact information at the time of the call When the input of the telephone number or e-mail address is completed (step S33: YES), the order management terminal 200 displays a reception completion screen (step S34). On the reception completion screen, a reception number (waiting number), a waiting time at the present time, and the like are displayed. In addition, a message prompting to receive a turn ticket is displayed, and the user can receive a turn ticket printed from a printer connected to the turn management terminal 200.

  A two-dimensional code associated with the receipt number is printed on the turn ticket. When the user reads the two-dimensional code printed on the turn ticket using the user terminal 300, the current waiting state of the user (current number of waiting groups and expected waiting time) is displayed on the display device of the user terminal 300. Etc.) is displayed. In addition, users can receive telephone or e-mail messages when the order arrives, or the order approaches when the order arrives by entering the phone number or e-mail address according to the guidance displayed by reading the two-dimensional code. Sometimes you can receive remind messages.

  The confirmed new registration information is transmitted from the order management terminal 200 to the order management server 100 via the communication network N (step S35). When the order management server 100 receives new registration information from a certain facility, the order management server 100 performs a process of newly adding a set of waiting orders to the order waiting list of the facility, based on the received new registration information, and stores the status management table TA2. Update (step S36).

  In the above example, the user performs waiting registration using the order management terminal 200. However, the user can also perform waiting registration via the website using the user terminal 300 owned by the user. . In this case, the user first operates the user terminal 300 to access the website of the order management system 1000, and causes the display device to display a website acceptance screen for the facility that performs registration waiting for the order. Thereafter, the same procedure as in the case of registering using the order management terminal 200 can be performed.

(Update waiting list)
The contents of each record in the waiting list of each facility are updated when the facility employee performs operations such as “cancel”, “change”, “call”, “guidance” using the order management terminal 200. The “Cancel” means canceling the waiting order, and “change” means changing the contents of the waiting order once input. In addition, “call” means that the group that has been ordered is called verbally or informed by telephone or call mail. “Guidance” actually corresponds to the group that has been ordered. It means that it is in the state which started.

  The employee selects the waiting group to be updated from the waiting list displayed on the order management terminal 200, and any one of “call”, “cancel”, and “change” is selected for the selected waiting group. Perform the update operation. Information (for example, reception number “1”) for specifying the order waiting group to be updated and update operation information (for example, “call”) are uploaded from the order management terminal 200 to the order management server 100 via the communication network N. . The order management server 100 updates the waiting list for the facility based on the received information. For example, when a “calling” operation is performed on the reception number “1”, the status of the waiting group in the reception number “1” is updated to “calling”.

(Call processing when order arrives)
A call message is notified by telephone or e-mail to the turn waiting group. The user can specify whether or not he / she wants to be notified of the call message and the method of message notification (telephone or e-mail) at the time of registration. Further, as described above, the user terminal 300 can specify the turn ticket issued at the time of registration for registration after reading the registration.

  In the following, a call message notification process by telephone will be described with reference to the flowchart of FIG. In addition to the user terminal 300, the destination of the call message can also be specified as a home phone or a fixed phone at a place where the user stays while waiting.

  When the employee operates the order management terminal 200 and performs a “call” operation on the order waiting group whose order in the waiting list has arrived (step S41: YES), the update operation information “call” is displayed. The reception number of the target waiting group is transmitted from the order management terminal 200 to the order management server 100 via the communication network N (step S42).

  For example, the order management server 100 makes a call via a telephone service API (Application Programming Interface) such as Twilio based on the received information to a telephone number stored in association with the target waiting group and connects to it. The voice message notifying that the turn has arrived is reproduced (step S43).

  Furthermore, the order management server 100 reproduces a voice message inquiring whether or not cancellation is desired (step S44). When the user receiving the telephone performs an operation of applying for cancellation (pushing the designated button, answering with voice, etc.) according to the voice message (step S45: YES), the order management server 100 Then, the status of the waiting group is updated to “cancelled” (step S46), and the automatic call is terminated (step S47).

(Registration change process when inquiring about the waiting status)
Next, processing when a user who is waiting for a turn makes an inquiry about a turn-waiting situation by telephone using the user terminal 300 or the like will be described with reference to the flowchart of FIG.
First, when a user calls a telephone number designated in advance (step S51), the order management server 100 receives the telephone via, for example, a telephone service API (step S52). The telephone number may be described in a turn ticket issued at the time of registration for registration, or the user uses the user terminal 300 to read a two-dimensional code printed on the turn ticket so that the display device of the user terminal 300 May be displayed.

  Next, the order management server 100 prompts the user to input the reception number by a voice message (step S53), and waits for the order corresponding to the input number (the current number of waiting groups and the expected number). A voice message informing the user of the waiting time is reproduced (step S54). If the telephone number of the caller (the telephone number of the user terminal 300) is registered in advance and the reception number can be specified, the process of inputting the reception number may be omitted. The expected waiting time can be, for example, a value obtained by multiplying a standard waiting time per group (for example, 10 minutes) by the number of waiting groups until the waiting group.

  Next, the order management server 100 confirms whether or not there is a desire to cancel and a change in registration contents (waiting items, number of users, whether or not to call (telephone or e-mail), telephone number or e-mail address of the contact at the time of calling). The inquired voice message is reproduced (step S55).

  When the user performs an operation of applying for cancellation (pushing a specified button, answering by voice, etc.) in accordance with the voice message (step S56: YES), the order management server 100 sets the waiting group. The status is updated to “cancelled” (step S57), and the automatic call is terminated (step S65).

  When the user performs an operation for applying for registration content change (pushing a designated button, answering by voice, etc.) in accordance with a voice message (step S58: YES), the order management server 100 selects an item to be changed. Is reproduced (step S59). When the user performs an operation of replying that there is no desire to change the registered contents (step S58: NO), the automatic call is terminated (step S65).

  When the user performs an operation (pushing a specified button, answering with a voice, etc.) specifying an item (for example, “waiting item”) to be changed according to the voice message (step S60: YES), the order management server 100 reproduces a voice message inquiring about the changed contents of the designated item (step S61).

  When the user performs an operation (pushing a specified button, answering with a voice, etc.) specifying the changed content (for example, “table”) according to the voice message (step S62: YES), the order management server 100 updates the content of the record of the turn waiting group in the turn waiting list based on the operation content (step S63).

  For example, at the time of registration for registration, if the user registered in the waiting item “terrace seat” designates “waiting item” as the item to be changed and the changed content “table”, the record of the waiting group in the waiting list will be displayed. “Waiting item” is updated from “terrace seat” to “table”.

  The order management server 100 reproduces a voice message inquiring whether there is an item to be further changed (step S64), and when the user performs an operation of replying that there is no desire to change the registered content (step S58: NO), the automatic call is terminated (step S65). On the other hand, if the user wishes to change the registered content further (step S58: YES), the user is inquired about the item to be changed (for example, “number of users”) and the changed content, and the specified changed content is obtained. Therefore, the contents of the record of the turn waiting group in the turn waiting list are updated (steps S59 to S63).

  Further, the registration content may be changed only when the current expected waiting time is equal to or longer than a certain time (threshold). Specifically, in step S55, if the expected waiting time of the waiting group is equal to or longer than a certain time (for example, 10 minutes), a voice message inquiring whether or not there is a request for cancellation or registration content change is played back. If the expected waiting time is less than a certain time, a voice message inquiring only whether or not cancellation is desired is reproduced. If the user does not cancel, the call is terminated as it is.

  Further, when playing back a voice message inquiring whether or not to change registered contents, a waiting item (an item with a smaller number of waiting groups) having a waiting time shorter than the current expected waiting time may be presented together. For example, the current expected waiting time of a user registered at “terrace seat” is 20 minutes, and the expected waiting time when changing to another waiting item is “table” (10 minutes), “counter” (0 In the case of “private room” (30 minutes), a message such as “10 minutes for table seats and no waiting time for counters” may be reproduced together.

  As described above, according to the present embodiment, when a user who is waiting for an order inquires about the status of waiting for an order by telephone, information on the status of waiting for an order is presented and a waiting item is requested by the user. Can also be changed. Thereby, the user can change the waiting item with a simple operation without actually going to the store. Moreover, even if an employee does not respond, the change of a waiting item can be received automatically.

  In addition, by making it possible to change the waiting item only when the current expected waiting time is equal to or greater than the threshold, it is possible to prevent the turn waiting group whose turn is coming soon from changing the waiting item.

  Further, when inquiring about the change of the waiting item, the user can also select to shorten the waiting time by presenting the waiting item having a shorter waiting time than the current expected waiting time. In addition, the facility can guide the user to a waiting item that is relatively free, so that the efficiency can be improved.

  In addition, when a user who is waiting for a turn inquires about the situation of the turn waiting by phone, the user can cancel the turn waiting at the request of the user, so the user does not actually go to the store. However, it can be canceled with a simple operation. In addition, for the facility side, by making it easy for the user to cancel in advance, it is possible to prevent the occurrence of cancellation after the turn has arrived and the deterioration of efficiency.

  In addition, a call phone is automatically sent to the waiting group in which the turn has arrived, and at that time, it is confirmed whether or not cancellation is desired and can be canceled. Thereby, since the intention of cancellation can be confirmed at the time of calling, it is possible to avoid occurrence of unnecessary time for waiting for the user when the user does not respond to the call.

  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.

1000 ... Order management system 100 ... Order management server 110 ... Management database 120 ... Processor 200 ... Order management terminal 210 ... Processor 215 ... Input device 215a ... Touch panel 216 ... Display device 220 ... Communication interface 230 ... Storage resource 300 ... User terminal TA1 ... Client management table TA2 ... Status management table N ... Communication network AP1 ... Order management application

Claims (6)

An order management system for managing waiting in a facility,
A reception registration unit that accepts a waiting registration for each waiting item that can wait in the facility;
A waiting list management unit for managing a waiting list including information on a waiting state of a waiting group in the facility;
An inquiry reception unit that receives an inquiry about the waiting status by telephone from a user who is waiting in turn, and provides information on the waiting status of the corresponding waiting group by voice,
The inquiry reception unit
The user is inquired by voice whether or not the waiting item is desired to be changed, and the waiting item of the waiting group registered in the waiting list is changed according to the operation of the user. Management system. The inquiry reception unit
2. The order management system according to claim 1, wherein an inquiry is made as to whether or not the waiting item is desired to be changed only when the current waiting time of the waiting group is equal to or greater than a threshold value. The inquiry reception unit
The order management system according to claim 2, wherein a waiting item having a waiting time shorter than a current waiting time of the order waiting group is presented by voice. The inquiry reception unit
Inquiring by voice whether or not the user wishes to cancel the queue waiting, and canceling the queue waiting of the queue waiting group registered in the queue waiting list according to the operation of the user. The order management system according to any one of 1 to 3. A call phone calling unit for sending a call notification message to a terminal in a waiting group that has been turned in order,
The calling phone calling unit
Inquiring by voice whether or not the user wishes to cancel the queue waiting, and canceling the queue waiting of the queue waiting group registered in the queue waiting list according to the operation of the user. 5. The order management system according to any one of 1 to 4. A computer that manages the waiting time at the facility,
A reception registration unit that accepts a waiting registration for each waiting item that can wait in the facility;
A waiting list management unit for managing a waiting list including information on a waiting state of a waiting group in the facility;
In response to a call from a user who is waiting in a queue about the status of a queue waiting, it functions as an inquiry reception unit that provides information on the status of the queue of the corresponding queue waiting by voice,
The inquiry reception unit
A program that inquires the user whether or not he / she wishes to change the waiting item, and changes the waiting item of the waiting group registered in the waiting list in accordance with the user's operation. .

Images