JP2019139504A - Order management system - Google Patents

Abstract

To provide an order management system that makes it easy to fill out questions while order-waiting and efficiently manages contents of entry.SOLUTION: An order management system, which manages order-waiting in a facility, includes an order management server that manages an order-waiting state of an order- waiting queue that has been registered; and a questionnaire terminal that accepts answers to questions to the order-waiting queue. The questionnaire terminal includes an order-waiting queue list display unit that obtains reception number of the order-waiting queue whose order has not arrived from the order management server and displays a list of the acquired reception numbers; a questionnaire answer screen display unit that displays an answer input screen to questions when one number is selected from the list of reception numbers; an answer reception unit that accepts input of answers; and an answer content transmission unit that transmits the receipt number and contents of the answer to the question to the order management server. The order management server includes a questionnaire answer recording unit that records the contents of the answer in association with the order-waiting queue corresponding to the reception number received from the questionnaire terminal.SELECTED DRAWING: Figure 4

Description

  The present invention relates to an order management system.

  2. Description of the Related Art Conventionally, banks, restaurants, medical institutions, and the like employ various order management systems in order to arrange the order of customers waiting for their services.

  In addition, medical institutions may be required to fill in an interview sheet or the like between the time when the reception is completed and the time when the order comes and is called (for example, Patent Document 1).

JP 2017-21724

  In the conventional order management system, it is not possible to automatically manage the answer contents to the questionnaire filled in by the user who has completed the reception in association with the reception number.

  The present invention has been made in view of the circumstances described above, and it is an object of the present invention to make it easy to fill in the questionnaire while waiting for the turn and to efficiently manage the filled-in contents. .

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,
An order management server that manages the order waiting status of the order waiting group that registered the waiting order;
A questionnaire terminal for receiving answers to the questions to the waiting group, and
The questionnaire terminal
From the order management server, obtaining the reception number of the waiting group for which the order has not arrived, and displaying the list of the received waiting numbers, the waiting list group display unit,
When an operation for selecting one reception number from the list of the reception numbers is accepted, a questionnaire response screen display unit that displays an answer input screen for the question items;
An answer reception unit that accepts input of answers to questions,
A selected receipt number and an answer content sending unit for sending the contents of answers to the questions to the order management server,
The order management server
A questionnaire response recording unit is provided that records the contents of the received response in association with the turn waiting group corresponding to the reception number received from the questionnaire terminal.

  In addition, when responding to the turn waiting group that has arrived in order, the customer service terminal that displays information related to the turn waiting group, the service terminal from the turn management server to the question items of the corresponding turn waiting group An answer content display unit for acquiring and displaying the content of the answer, an answer editing accepting unit for accepting editing of the answer content to the question items, and an edited content transmitting unit for sending the content of the edited answer to the order management server; The order management server may update the contents of the answers recorded in association with the order waiting group to the received edited contents.

  Further, the questionnaire terminal accepts input of a customer number held by the waiting group, and records the contents of the answer inputted in association with the customer number in a customer information management database holding customer information of the facility You may make it do.

  ADVANTAGE OF THE INVENTION According to this invention, while making it easy to fill in the question matter while waiting for a turn, the content of entry can be managed efficiently.

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 which concerns on embodiment of this invention. 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 sequence diagram of the questionnaire process in the order management system 1000 which concerns on embodiment of this invention. The figure which illustrates the display screen of the reception number list displayed on the questionnaire terminal 300 which concerns on embodiment of this invention. The figure which illustrates the reply input screen displayed on the questionnaire terminal 300 which concerns on embodiment of this invention. The sequence diagram of the process at the time of customer service 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 the present embodiment, an example of waiting management at the repair shop A will be described, but in addition, the order of facility users such as hospitals, real estate company stores, banks, travel agencies, amusement facilities, shopping malls, event venues, etc. Applicable to any facility that manages waiting.

  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 near the entrance of a facility, a plurality of questionnaire terminals 300, and a customer information management database. 400 and a customer service terminal 500 are included. The order management server 100 is connected to the order management terminal 200, the questionnaire terminal 300, the customer information management database 400, and the customer service terminal 500 via the communication network N.

  The order management server 100 manages the waiting for the order registered via the order management terminal 200 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 (questionnaire answer recording unit) 120. The management database 110 includes a client management table TA1, a status management table TA2, and a questionnaire response management table TA3.

  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...”, “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 in the waiting list includes information such as a reception number “1”, a reception time “13:03”, a repair target product “clock”, and a status “calling”. In addition, information such as remark information, name, contact e-mail address, and telephone number can be included.

  The status includes “waiting” which is the state before the turn arrives, “calling” which is informed that the turn has come, and “guided” which is the state in which the person who has come in the order is guided to the corresponding window Further, “cancelled” or the like 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.

  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).

  In the questionnaire response management table TA3, the contents of responses to the questionnaires in the waiting list at each facility are registered. Specifically, information such as a reception number “1”, a question 1 “A”, a question 2 “B”, a question 3 “xxxx”, and a customer number “C001” is included in one record.

  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 questionnaire terminal 300 is a portable terminal that allows a user who has registered a waiting list to answer a question item at each facility while waiting for a turn. The questionnaire terminal 300 is a terminal such as a tablet terminal, a smartphone, a wearable device, or a notebook PC (personal computer). The questionnaire terminal 300 includes a processor (answer receiving unit, answer content transmitting unit) 310, an input device 320 such as various operation buttons and a touch panel, and a display device such as a liquid crystal display (order waiting list display unit, questionnaire response screen display unit). 330, a communication interface 340 for connecting to the communication network N, and a storage resource 350 such as a disk drive or a semiconductor memory (ROM, RAM, etc.).

  The customer information management database 400 is a database that manages customer information of a facility (here, a repair shop A). In the customer information management database 400, in addition to attribute information such as the customer's address, the usage history and the contents of answers to the questions entered via the questionnaire terminal 300 are recorded in association with the “customer number”. .

  The customer service terminal 500 is a terminal that allows a facility employee to browse customer information and input necessary items when dealing with a user who has arrived in turn. The questionnaire terminal 300 is a terminal such as a tablet terminal, a personal computer (PC), a notebook PC, a smartphone, or a personal digital assistant (PDA). The customer service terminal 500 is connected to a processor (answer editing accepting unit, edited content transmitting unit) 510, an input device 520 such as various operation buttons and a touch panel, a display device (answer content displaying unit) 530 such as a liquid crystal display, and a communication network N. And a storage resource 550 such as a disk drive or a semiconductor memory (ROM, RAM, etc.).

(Registration waiting for waiting)
Next, the waiting-order reception registration process by the order management system 1000 will be described with reference to the flowchart of FIG. A user who visits a facility (in this case, a repair shop A) accepts it remotely from his / her home or wherever he / she is by operating the order management terminal 200 installed at the store or his / her own mobile terminal. You can register. When performing reception registration with its own portable terminal, a facility (repair shop A) that is desired to be used is selected via a dedicated application or website, and a reception screen for the facility is displayed. Thereafter, the same procedure as in the case of registering using the order management terminal 200 can be performed. Here, a case where registration is performed using the order management terminal 200 will be described as an example.

  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.

  When the user performs a predetermined operation input on the displayed reception screen and the input of information necessary for reception of waiting for the order is completed (step S33: YES), the order management terminal 200 displays the 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. By reading the two-dimensional code printed on the turn ticket using the user's own mobile terminal, the user's current waiting state (current number of waiting groups and expected waiting time) is displayed on the display device of the mobile terminal. 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).

(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 the “calling” operation is performed on the reception number “1”, the status of the waiting group in the reception number “1” is updated to “calling”.

(Survey)
Next, questionnaire processing by the order management system 1000 will be described with reference to the sequence diagram of FIG.

  The questionnaire terminal 300 acquires information on the reception number of the group whose status is “waiting” from the order waiting group registered in the waiting list from the order management server 100 (step S101).

  Next, the questionnaire terminal 300 displays a list of acquired receipt numbers on the display device 330 (step S102). FIG. 5 is a diagram exemplifying a display screen for a list of reception numbers of pairs waiting for the order displayed on the display device 330. As shown in FIG. 5, the reception numbers are displayed in the order of reception, and each reception number can be selected by touch.

  Next, an operator or the like of the facility performs an operation (such as a touch operation on the touch panel) to select one of the reception numbers displayed on the display device 330 (step S103). The employee selects the reception number of the user who has completed reception registration, and gives the questionnaire terminal 300 to the user of the selected reception number. The user's reception number can be confirmed by, for example, a turn ticket received by the user. Further, when the questionnaire terminal 300 is handed over immediately after registration, it can be dealt with by selecting the most recently registered reception number. When a plurality of questionnaire terminals 300 are installed, by selecting different reception numbers at the respective questionnaire terminals 300, it is possible to have a plurality of users waiting at the same time answer questions.

  When the questionnaire terminal 300 detects the reception number selection operation, the questionnaire terminal 300 displays an answer input screen for the question items on the display device 330 (step S104). FIG. 6 is a diagram illustrating an answer input screen. As shown in FIG. 6, a question item and a format for selecting and filling in an answer to the question are displayed. On the answer input screen, in addition to answers to various questions, the customer's customer number (member card number, etc.) can also be entered. The customer number may be input directly, or may be input by reading the barcode of the membership card with a barcode reader or the like provided in the questionnaire terminal 300.

  When the questionnaire terminal 300 detects that the answer completion has been completed by operating the input completion button or the like, the questionnaire terminal 300 transmits the selected reception number and the contents of the inputted answer to the order management server 100 (step S105).

  The order management server 100 creates a record of the received receipt number in the questionnaire response management table TA3, and records the content of the received response (step S106).

  Furthermore, when the customer number is included in the information received from the questionnaire terminal 300, the order management server 100 records the received response content in the customer information management database 400 (step S107).

(Update questionnaire contents from customer service terminal)
Next, processing during customer service by the order management system 1000 will be described with reference to the sequence diagram of FIG.

  When the turn comes to the turn waiting group registered in the turn waiting list, information about the turn waiting group is transmitted from the turn management server 100 to the customer service terminal 500 (step S201). Specifically, in addition to the reception number and information such as remarks information and name registered at the time of reception registration, the contents of the answer to the question items registered in the questionnaire response management table TA3 are transmitted.

  The customer service terminal 500 displays the received order waiting group information on the display device 530 (step S202). The employee who handles the customer adds or corrects the answer contents to the question items displayed on the display device 530 as necessary while checking and explaining the repair contents (step S203).

  When the addition or correction of the answer contents to the questionnaire is completed and the employee operates the edit completion button, the edited contents are transmitted to the order management server 100 via the communication interface 540 (step S204).

  The order management server 100 updates the answer contents of the order waiting group registered in the questionnaire answer management table TA3 to the received edited contents (step S205). If the customer number has been input, the contents of the updated answer are also recorded in the customer information management database 400.

  As described above, according to the present embodiment, the questionnaire terminal 300 is handed over to the user who has received it, and the questions are answered during the waiting time. In this way, since it is possible to answer using a dedicated terminal while waiting for an order, the answer is calmer than when answering a question using the order management terminal 200 during registration. can do.

  In addition, the questionnaire terminal 300 displays a list of reception numbers of pairs waiting for the turn, and when an employee or the like selects a reception number from the list, displays a format for entering an answer. Further, when the input of the answer is completed, the reception number and the response content are transmitted to the order management server 100, and the order management server 100 records the reception number and the response content in association with each other. Thereby, it is possible to efficiently manage the answer contents in association with the waiting group.

  In addition, during the customer service, the response content can be viewed on the service terminal 500 and the response content can be updated from the service terminal 500. Even when supplementation or correction is required for the contents, it is possible to respond efficiently.

  In addition, since the user is requested to input the customer number using the questionnaire terminal 300 and the response content is recorded as a history in the customer information management database 400, the response content to the question item is effectively used as the customer information. Can be used.

  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 ... Questionnaire terminal 310 ... Processor 320 ... Input device 330 ... Display device 340 ... Communication interface 350 ... Storage resource 400 ... Customer information management database 500 ... Customer service terminal 510 ... Processor 520 ... Input device 530 ... Display device 540 ... Communication interface 550 ... Storage resource TA1 ... Client management Table TA2 ... Status management table TA3 ... Questionnaire response management table N ... Communication network AP1 ... Order management application

Claims (3)

An order management system for managing waiting in a facility,
An order management server that manages the order waiting status of the order waiting group that registered the waiting order;
A questionnaire terminal for receiving answers to the questions to the waiting group, and
The questionnaire terminal
From the order management server, obtaining the reception number of the waiting group for which the order has not arrived, and displaying the list of the received waiting numbers, the waiting list group display unit,
When an operation for selecting one reception number from the list of the reception numbers is accepted, a questionnaire response screen display unit that displays an answer input screen for the question items;
An answer reception unit that accepts input of answers to questions,
A selected receipt number and an answer content sending unit for sending the contents of answers to the questions to the order management server,
The order management server
An order management system comprising a questionnaire response recording unit that records the contents of received responses in association with a waiting group corresponding to a reception number received from the questionnaire terminal. When responding to a turn waiting group whose turn has arrived, it has a customer service terminal that displays information about the turn waiting group,
The customer service terminal
From the order management server, an answer content display unit that acquires and displays the contents of answers to the corresponding questions in the waiting list,
An answer edit accepting unit that accepts editing of the answer contents to the question,
An edited content transmitting unit that transmits the content of the edited answer to the order management server,
The order management system according to claim 1, wherein the order management server updates the contents of the answers recorded in association with the order waiting group to the received edited contents. The questionnaire terminal
Accepts the customer number input of the waiting group,
The order management system according to claim 1 or 2, wherein the content of a reply input in association with the customer number is recorded in a customer information management database that holds customer information of the facility.