JP2019028531A - Queue management system, queue management apparatus, and program - Google Patents

Abstract

To provide a queue management system, a queue management apparatus, and a program that can properly deal with a case where a discrepancy occurs between an expected waiting time presented upon the registration to a queue and an actual waiting time.SOLUTION: A queue management system 1000 comprises a queue management terminal 200 that accepts a registration operation to a queue in a facility, a queue management server 100 that manages a queue status of the facility based on the registration operation to the queue, and a user terminal 300 possessed by a queue group. The queue management server 100 comprises a waiting time information providing unit for providing information on an expected waiting time of the registered queue group and a determination unit for determining whether or not at least a certain level of discrepancy occurs between the expected waiting time and an actual waiting time. The waiting time information providing unit notifies the user terminal 300 possessed by the queue group that the expected waiting time changes at predetermined timing when it is determined that at least the certain level of discrepancy occurs between the expected waiting time and the actual waiting time.SELECTED DRAWING: Figure 1

Description

  The present invention relates to an order management system, an order management apparatus, 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. Further, it is described that an approximate waiting time is displayed on the store terminal.

JP 2005-50002 A

  In the conventional order management system, the approximate waiting time displayed on the store terminal is obtained by adding the number of waiting groups to the average waiting time per pair, and there is a difference between the actual waiting time and the estimated waiting time. The response when it occurs is not considered.

  The present invention has been made in view of the above-described circumstances, and can appropriately cope with a case where a gap occurs between the expected waiting time presented at the time of waiting registration and the actual waiting time. One of the purposes.

An order management system according to an embodiment of the present invention is an order management system that manages the waiting for an order of a waiting group in a facility,
An order management terminal for accepting a registration operation waiting in the facility;
Based on the waiting for registration operation, the order management server for managing the waiting status of the facility,
A user terminal possessed by the waiting group,
The order management server
A waiting time information providing unit that provides information on an expected waiting time of the registered waiting group;
A determination unit that determines whether or not a certain deviation occurs between the expected waiting time and the actual waiting time;
The waiting time information providing unit includes:
When it is determined that there is a certain difference between the expected waiting time and the actual waiting time, the user terminal possessed by the turn waiting group is notified that the expected waiting time changes at a predetermined timing. To do.

  In addition, the determination unit may determine that the predetermined deviation or more occurs when the number of waiting groups registered within a predetermined time reaches a predetermined number.

  In addition, when the average of the actual waiting time per one waiting group deviates from a predetermined average waiting time per one waiting group by a certain amount or more, the determination unit generates the certain difference or more. You may make it judge.

  In addition, when it is determined that a certain amount of deviation occurs, the waiting time information providing unit predicts when a half of the expected waiting time presented at the time of registration has passed to the user terminal possessed by the turn waiting group. You may make it notify that waiting time changes.

  In addition, when it is determined that a certain amount of deviation occurs, the waiting time information providing unit has an expected waiting time when a certain amount of time has elapsed from the time of registration to the user terminal possessed by the waiting group. You may make it notify that it changes.

  In addition, the waiting time information providing unit is a case where it is determined that a certain deviation or more occurs, and when the actual waiting time is shorter than the expected waiting time presented at the time of registration, The user terminal possessed may be notified that the expected waiting time changes.

  In addition, the waiting time information providing unit indicates that the waiting time has exceeded the display device of the order management terminal for the waiting group whose actual waiting time is longer than the expected waiting time presented at the time of registration. It is desirable to display.

  According to the present invention, it is possible to appropriately cope with a case where a gap occurs between the expected waiting time presented at the time of waiting registration and the actual waiting time.

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 change notification process of the waiting time in the order management system 1000 which concerns on embodiment of this invention. The figure which illustrates change notice of waiting time in order management system 1000 concerning an embodiment of the present invention. The figure which illustrates the order waiting situation management screen 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 manages waiting for a facility user, such as a hospital, a bank, a government office, a department store, an amusement facility, and an event venue. .

  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 or the like, an order management terminal 200 installed near the entrance of a facility, and a user terminal 300. The order management server 100 is connected to the order management terminal 200 and the user terminal 300 via the communication network N.

  The user of the facility (here, restaurant A) operates the order management terminal 200 or the user terminal 300 to register waiting for the facility, check the waiting time, or call when the order comes. You can receive. Further, an employee of the facility, for example, operates the order management terminal 200 to register waiting for the user, or updates the status of the waiting group registered in the waiting list.

  The order management server 100 manages the waiting for the order registered via the order management terminal 200 or the user terminal 300 for each facility. In the example of FIG. 1, only the order management terminal 200 of one facility is illustrated, but the order management server 100 is actually connected to the order management terminal 200 installed in a plurality of facilities through the communication network N. , Manage the waiting for each facility. 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 (order waiting status management unit, waiting time information providing unit, determination 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. In one record of the client management table TA1, for example, “ID: A1...”, “Passcode: AA2. It is set by an administrator (for example, the owner of the facility) who performs the waiting management at each facility at the time of system introduction When using a plurality of order management terminals 200 at one facility, the same ID is used. The pass code may be used. For example, a plurality of IDs and passwords may be used in accordance with 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 a reception number “1”, a reception time “13:03”, a status “calling”, and a registration waiting time “30 minutes”. In addition, information such as waiting items (type of desired seat), number of users, name, contact e-mail address, telephone number, etc. can be included.

  The status includes “Waiting” which is the state before the turn arrives, “Calling” which is the state informing that the turn has arrived, "Completed", and "cancelled", which is a state in which the waiting for the order is canceled, is included. What items are set as the status can be appropriately set and changed by the manager of each facility.

  As the expected waiting time at the time of registration, the expected waiting time presented on the acceptance completion screen of the order management terminal 200 when registration for waiting in turn is accepted is registered. As the expected waiting time, for example, a value obtained by multiplying the number of waiting groups (for example, three sets) at that time by a preset average waiting time (for example, 10 minutes) per one waiting group is used. it can.

  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. In addition, the processor 120 also executes a computer program (order management application) for managing the wait for turn in cooperation with the order management terminal 200.

  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.

  FIG. 2 is a block diagram showing the main configuration of the order management terminal 200. The order management terminal 200 includes a processor 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 a user who has come to the facility or an employee of the facility operating the input device 215 such as a touch panel.

  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, a personal computer (PC), a notebook PC, or a wearable device, owned by a facility user. The user terminal 300 includes a processor 310, an input device 320 such as various operation buttons and a touch panel, a display device 330 such as a liquid crystal display, a communication interface 340 for connecting to the communication network N, a disk drive or a semiconductor memory (ROM, RAM, etc.). The storage resource 350 is provided. In addition to these various programs and various data, the storage resource 350 stores a computer program (dedicated application) for managing turn waiting in cooperation with the order management server 100. The user can register the waiting order for each facility or check the waiting state via a dedicated application or web browser installed in the user terminal 300.

(Registration waiting for waiting)
First, the waiting-order reception registration process by the order management server 100 will be described with reference to the flowchart of FIG. A case will be described as an example in which a user who has visited a facility (here, restaurant A) operates the order management terminal 200 installed in the facility to perform reception registration.

  First, the order management terminal 200 receives information included in the 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, the reception number (waiting number), the expected 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 his / her own user terminal 300, the user's current waiting state (the current number of waiting groups and predictions) is displayed on the display device of the user terminal 300. Wait time 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).

  Note that the user can also perform reception registration from his / her user terminal 300. In this case, the user terminal 300 selects a facility (restaurant A) that the user terminal 300 wants to use via a dedicated application or a website, and displays a reception screen for the facility. Thereafter, the same procedure as in the case of registering using the order management terminal 200 can be performed. If the user terminal 300 is used, reception registration can be performed remotely from a home or an outside place before actually going to the facility.

(Notice of waiting time change)
As described above, the current waiting time is displayed on the reception completion screen of the order management terminal 200 together with the reception number (waiting number). Furthermore, when the user who has registered the waiting order reads the two-dimensional code of the turn ticket with the user terminal 300, the current expected waiting time is displayed on the display device of the user terminal 300. In the order management system 1000 according to the present embodiment, when it is determined that there is a difference between the expected waiting time initially presented and the actual waiting time, the waiting time changes for the user who is waiting for the turn. Notice. The waiting time change notification process will be described below with reference to the flowchart of FIG.

  The order management server 100 determines whether or not there is a certain divergence between the expected waiting time and the actual waiting time periodically (for example, every 10 minutes) (step S401). Specifically, for example, if the number of registrations waiting for a turn within the latest predetermined time (for example, within one hour) exceeds a predetermined number (for example, 10), it is determined that a divergence occurs. Or, for example, the average actual waiting time per one waiting group at that time (for example, the average of the last five actual waiting times) is a preset average waiting time per one waiting group. When the time deviates from a certain time (for example, 10 minutes) or more (for example, when it becomes longer or shorter than 5 minutes), it may be determined that the difference occurs. Or, when the number of waiting queue registrations within the most recent predetermined time exceeds the predetermined number of sets, and the average of the actual waiting time per waiting queue deviates from the preset average waiting time by a certain amount or more In addition, it may be determined that a deviation occurs.

  If it is determined in step S401 that a divergence occurs (step S401: YES), the order management server 100 notifies each waiting group that the expected waiting time changes at a predetermined timing (step S402). , S403). Specifically, for example, the user terminal 300 may be notified that the expected waiting time changes when half of the expected waiting time during registration registered in the waiting list has elapsed. Alternatively, the user terminal 300 may be notified that the expected waiting time changes when a certain time (for example, 1 hour) elapses from the reception time registered in the waiting list. For example, notification is performed by displaying a message screen as shown in FIG.

  In addition, when the actual waiting time is shorter than the expected waiting time at the time of registration registered in the waiting list (when guidance can be made earlier), the user terminal 300 is notified that guidance can be made earlier than planned. May be performed. Alternatively, when the actual waiting time is shorter than the expected waiting time at the time of registration and it is expected that guidance can be performed within a predetermined time (for example, within 10 minutes), a notification that informs that guidance can be performed earlier than planned is performed. May be.

  In addition, when it is determined that a certain difference or more occurs between the expected waiting time and the actual waiting time, the waiting time may be longer (or shorter) than expected on the reception screen of the order management terminal 200. You may indicate that there is.

(Update waiting list)
The contents of each record in the waiting list of each facility is updated when the facility employees perform operations such as “cancel”, “change”, “call”, “guidance” using the order management terminal 200 Is done. “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 or the like selects the waiting group to be updated from the waiting list displayed on the waiting state management screen of the turn management terminal 200, and selects “cancel” or “change” for the selected waiting group. ”,“ Calling ”,“ guidance ”and other updating operations. FIG. 6 is a diagram exemplifying a turn waiting situation management screen according to the present embodiment. When the employee swipes from right to left on the line (the line between the receipt numbers “6” and “8” in FIG. 6) on which the waiting group to be updated is displayed, “Cancel”, “Change” , “Call” and “guidance” are displayed. The employee or the like can perform an operation of updating the waiting state by tapping a desired operation button (for example, “call”). The reception number (for example, “7”) and the update operation information (for example, “call”) of the waiting group to be updated are transmitted 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 the “calling” operation is performed on the reception number “7”, the status of the waiting group in the reception number “7” is updated to “calling”.

  Further, as shown in FIG. 6, the order waiting group (the group of the reception number “1” in FIG. 6) whose actual waiting time is longer than the expected waiting time when registering in the waiting list is exceeded. The waiting time information is displayed ("5 minutes exceeded the schedule"). In addition, for the waiting group (for example, the group of the reception numbers “2” and “6” in FIG. 6) in which the remaining expected waiting time at the time of registration is less than a certain time (for example, 10 minutes), the remaining waiting time Information (“estimated time in XX minutes”) may be displayed to alert the user so that the guidance is not delayed.

  As described above, according to the present embodiment, the order management server 100 waits for a turn when it is determined that a certain difference or more occurs between the expected waiting time presented at the time of registration for registration and the actual waiting time. Since the user terminal 300 possessed by the group is notified that the expected waiting time changes at a predetermined timing, there is a discrepancy between the expected waiting time and the actual waiting time presented at the time of waiting registration. If so, it can respond appropriately.

  Specifically, when the number of waiting groups registered within a predetermined time reaches a predetermined number, by determining that a certain amount of deviation occurs between the expected waiting time and the actual waiting time, With simple processing, it is possible to make a highly accurate judgment. In addition, when the average of the actual waiting time per one waiting group deviates from a preset average waiting time per one waiting group by a certain amount or more, More accurate judgment can be made.

  The order management server 100 also predicts the prediction presented at the time of registration for registration to the user terminal 300 possessed by the order waiting group when it is determined that there is a certain difference between the expected waiting time and the actual waiting time. By notifying that the expected waiting time changes when half of the waiting time has elapsed, it is possible to notify the user waiting for the turn that the expected waiting time will change at an appropriate timing. The timing for notifying the user terminal 300 may be a point in time when a certain time has elapsed since the time of registration.

  Further, the order management server 100 is a case where it is determined that a certain difference or more occurs between the expected waiting time and the actual waiting time, and the actual waiting time is shorter than the expected waiting time presented at the time of registration. In this case, the user terminal 300 possessed by the turn waiting group may be notified that the expected waiting time changes. As a result, it is possible to avoid a situation where a user waiting for a turn is out of the store when the turn arrives without knowing that the waiting time has been shortened. it can.

  In addition, the order management server 100 displays an excess waiting time on the order waiting status management screen of the order management terminal 200 for the order waiting group whose actual waiting time is longer than the expected waiting time presented at the time of registration. The information of was displayed. As a result, the employee can be informed efficiently and alerted that the user is waiting. When it is determined that there is a difference between the expected waiting time and the actual waiting time, a message indicating that the waiting time may be longer (shorter) than expected is displayed on the reception screen of the order management terminal 200 You may make it do.

  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 310 ... Processor 320 ... Input device 330 ... Display device 340 ... Communication interface 350 ... Storage resource TA1 ... Client management table TA2 ... Status management table N ... Communication network AP1 ... Order management application

Claims (9)

An order management system for managing the waiting order of a waiting group in a facility,
An order management terminal for accepting a registration operation waiting in the facility;
Based on the waiting for registration operation, the order management server for managing the waiting status of the facility,
A user terminal possessed by the waiting group,
The order management server
A waiting time information providing unit that provides information on an expected waiting time of the registered waiting group;
A determination unit that determines whether or not a certain deviation occurs between the expected waiting time and the actual waiting time;
The waiting time information providing unit includes:
When it is determined that there is a certain difference between the expected waiting time and the actual waiting time, the user terminal possessed by the turn waiting group is notified that the expected waiting time changes at a predetermined timing. The order management system. The determination unit
2. The order management system according to claim 1, wherein when the number of waiting groups registered within a predetermined time reaches a predetermined number, it is determined that a certain deviation occurs. The determination unit
2. When the average actual waiting time per one waiting group deviates from a predetermined average waiting time per one waiting group by a certain amount or more, it is determined that the certain amount of deviation occurs. Or the order management system of 2. The waiting time information providing unit includes:
When it is determined that a certain amount of deviation occurs, the user terminal possessed by the waiting group is notified that the expected waiting time changes when half of the expected waiting time presented at the time of registration has passed. Item 4. The order management system according to any one of Items 1 to 3. The waiting time information providing unit includes:
When it is determined that a certain amount of deviation occurs, the user terminal possessed by the waiting group is notified that the expected waiting time changes when a certain time has elapsed since registration. 5. The order management system according to any one of 4 above. The waiting time information providing unit includes:
When it is determined that a certain amount of deviation occurs, and when the actual waiting time is shorter than the expected waiting time presented at the time of registration, the user terminal possessed by the turn waiting group has an expected waiting time. The order management system according to any one of claims 1 to 5, wherein a change is notified. The waiting time information providing unit includes:
7. The order waiting group whose actual waiting time is longer than the expected waiting time presented at the time of registration is displayed on the display device of the order management terminal to indicate that the waiting time has been exceeded. The order management system according to any one of the above items. An order management device that manages the waiting order of the waiting group in the facility,
In the facility, a turn waiting situation management unit that manages a turn waiting situation of a turn waiting group in which a turn waiting is registered,
A waiting time information providing unit for providing information on an expected waiting time of the waiting group;
A determination unit that determines whether or not a certain deviation occurs between the expected waiting time and the actual waiting time;
The waiting time information providing unit includes:
When it is determined that there is a certain difference between the expected waiting time and the actual waiting time, the user terminal possessed by the turn waiting group is notified that the expected waiting time changes at a predetermined timing. The order management device. A computer that manages the waiting time at the facility,
In the facility, a turn waiting situation management unit that manages a turn waiting situation of a turn waiting group in which a turn waiting is registered,
A waiting time information providing unit for providing information on an expected waiting time of the waiting group;
Function as a determination unit that determines whether or not a certain deviation occurs between the expected waiting time and the actual waiting time;
The waiting time information providing unit includes:
When it is determined that there is a certain difference between the expected waiting time and the actual waiting time, the user terminal possessed by the turn waiting group is notified that the expected waiting time changes at a predetermined timing. Program.