JP2019207483A - Turn management system, turn management apparatus, and program - Google Patents

Abstract

To allow a facility side to grasp the situation of a user and take an appropriate response by making it possible for the user side to easily report the situation when the turn comes.SOLUTION: A turn management system for managing turn waiting in a facility comprises: a turn management server that manages turn waiting registration information in the facility; a turn management terminal that displays the turn waiting registration information in the facility and accepts new turn waiting registration and update of registered information; and a user terminal possessed by the user who registered the turn waiting. The turn management server comprises: a storage unit that stores a turn waiting list holding turn waiting status information for users who registered the turn waiting in the facility; a call notification unit that notifies the user terminal of the user whose turn comes of the coming turn and receives a message from the user to the facility; and a message display unit that displays contents of the message received from the user terminal on the turn management terminal.SELECTED DRAWING: Figure 4

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 Literature 1 describes a reservation management system that simultaneously provides a reservation management service for a plurality of facilities that can wait for a turn. Users can access the congestion of facilities from the Web, telephone, or store terminals. It states that you can check the situation and apply for a waiting list. In addition, it is described that notification is made by telephone or e-mail when the order of guidance approaches.

JP 2005-50002 A

  In the conventional order management system, when the order arrives and the call notification is received, there are circumstances (such as going to the toilet, delayed arrival due to traffic jams) that the user cannot respond immediately. However, there was no way to report the situation to the facility. For this reason, when the user is not on the spot, the facility side cannot properly determine whether the user can come immediately or cancel the operation, which is inconvenient.

  The present invention has been made in view of the circumstances described above, and by allowing the user to easily report the situation when the order arrives, the facility side can grasp the situation of the user and appropriately One of the purposes is to be able to take appropriate measures.

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 for managing registration information waiting in the facility;
Display the information of the waiting registration in the facility, the order management terminal that accepts the new waiting registration and the update of the registered information,
A user terminal possessed by the user who registered the waiting queue,
The order management server
A storage unit for storing a waiting list that holds status information of waiting for users who have registered waiting in the facility;
Notifying the user terminal of the user whose order has arrived and a call notification unit for receiving a message from the user to the facility;
A message display unit configured to display the content of the message received from the user terminal on the order management terminal.

  Moreover, you may make it provide the positional information display part which acquires the positional information on the said user terminal of the user who the turn came and displays on the said order management terminal.

  The call notification unit may display the message input unit on the user terminal.

  The call notification unit may receive an input of the message by voice from the user terminal.

  According to the present invention, it is possible for the facility side to grasp the situation of the user and take an appropriate response by making it possible to easily report the situation from the user side when the turn has arrived. Can do.

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 sequence diagram of the reception registration process of waiting for the order in the order management system 1000 according to the embodiment of the present invention. The sequence diagram of the process at the time of performing a call notification to the user who the turn came in the order management system 1000 concerning embodiment of this invention. The figure which illustrates the message transmission means displayed on the user terminal 300 in the case of the call notification which concerns on embodiment of this invention. The figure which illustrates the management screen displayed on order management terminal 200 concerning the embodiment of the present 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. In addition, the facility employee or the like operates the order management terminal 200 to register the 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 computer 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 (storage unit) 110 for managing the order management terminal 200 for each facility, and a processor (call notification unit, message display unit, position information display 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, “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 a reception number “1”, a reception time “13:03”, and a status “calling”. 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, and “Guidance” which is the state where the person who has come in the order is actually guided to the venue "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.

  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 illustrating a 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 for each facility or check the waiting status via a dedicated application or web browser installed in the user terminal 300.

(Registration waiting for waiting)
Next, the waiting-order reception registration process by the order management system 1000 will be described with reference to the sequence diagram of FIG. The user who performs reception registration may actually go to the facility and operate the order management terminal 200, or can perform reception registration through the user terminal 300 owned by the user. When the user terminal 300 is used, the user can perform registration for registration from home or away from home. Specifically, it is possible to register for reception by displaying a reception screen of a facility to be used on a dedicated application or website. Here, a case where the user terminal 300 is used will be described as an example.

  First, the user operates the user terminal 300 to access the website of the order management system 1000, and performs an operation of selecting a facility (here, restaurant A) to be used (step S101).

  When a facility to be used is selected, the user terminal 300 displays a mail address input screen on the display device 330 and accepts an input of a mail address (step S102).

  When the input of the e-mail address is completed, the user terminal 300 transmits the facility identification information (facility name or facility ID, etc.) selected to the order management server 100 and the input e-mail address (step S103).

  The order management server 100 transmits a URL for displaying the reception screen of the received facility to the received mail address (step S104).

  The user operates the user terminal 300 to access the received URL and display the reception screen for the restaurant A (step S105). Information such as the current waiting time of restaurant A is displayed on the reception screen. The user operates the user terminal 300 and completes input of information necessary for reception of the waiting order (waiting items, number of users, presence / absence of call notification (telephone or e-mail), contact information at the time of calling), etc. Let

  When the input of information necessary for the waiting for reception is completed, the input information (new registration information) is transmitted from the user terminal 300 to the order management server 100 (step S106).

  Based on the received new registration information, the order management server 100 performs a process of newly adding one set of waiting queues to the waiting queue list of the facility (restaurant A) (step S107).

  A reception completion screen is displayed on the display device 330 of the user terminal 300, and the reception number, the expected waiting time at the present time, and the like are displayed (step S108).

  In addition, when the user performs reception registration from the order management terminal 200, a message prompting to receive the turn ticket is displayed on the reception completion screen together with the reception number and the expected waiting time. A pass ticket printed from a printer connected to the printer can be received. The two-dimensional code associated with the receipt number is printed on the turn ticket, and when the user reads the two-dimensional code using the user terminal 300, the user terminal 300 receives the current order of the user. The waiting status (current number of waiting groups, expected waiting time, etc.) is displayed.

(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 “cancel”, “change”, “call”, “ Update one of the “Guidance”. 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”.

(Call notification processing)
Next, a process for making a call notification to a user who has arrived will be described with reference to the sequence diagram of FIG.

  When the order of the waiting group registered in the waiting list has arrived and the waiting group has requested the call notification (step S201: YES), the order management server 100 sets the waiting group. A call notification is sent to the user terminal 300 to notify the arrival of the turn (step S202). The call notification may be email notification, push notification, or the like. Moreover, you may display on the screen displayed when the user terminal 300 reads a two-dimensional code.

  The order management server 100 displays a message transmission unit on the display device 330 of the user terminal 300 together with the call notification (step S203). The message sending means will notify the facility when the user who has received the call cannot respond to the call immediately due to some reason (going to the toilet, delaying arrival at the store due to traffic jam, etc.). Used to inform.

  FIG. 5 is a diagram illustrating message transmission means displayed on the user terminal 300. As shown in FIG. 5, together with a message notifying the arrival of the order (“the order has arrived”), a check box P1 (input means) for selecting a fixed message, and text for freely inputting the message A box P2 (input means) is displayed. The user may select a message from the options, or may input a message in the text box P2.

  After the user selects or inputs a message, the user operates the send button P3 to send the message to the order management server 100 (step S204).

  The order management server 100 displays the received message on the management screen of the order management terminal 200 (step S205). The management screen is a screen for the employee of restaurant A to browse the contents of the waiting list and update the status (see FIG. 6).

  Further, the order management server 100 acquires position information (positioning information by GPS (Global Positioning System), etc.) from the user terminal 300 (step S206). The acquired position information is displayed on the management screen of the order management terminal 200. The position information is displayed after being converted into a distance from the facility, for example.

  FIG. 6 is a diagram illustrating a management screen displayed on the order management terminal 200. As shown in FIG. 6, the contents of the waiting list are displayed on the management screen, and the contents of the received message and the position information are displayed in the field of the record of the waiting waiting group record. If no message is received from the user, only the position information is displayed. The employee of the facility should check the content of the message and the current location information of the user (distance from the store) and take appropriate action (waiting for a while, guiding the next group first, etc.) Can do.

  As described above, according to the present embodiment, the message transmission means is displayed together with the call notification on the user terminal 300 of the user who has arrived, and if the call cannot be immediately answered, the facility side The situation of can be easily informed. In this way, when the call notification is received, the situation can be easily reported from the user side, so that the facility side can grasp the situation of the user and take an appropriate response. For example, if the situation can be reached in about 5 minutes, the system can wait as it is, and if it takes more than 10 minutes, the next waiting group can be guided first.

  Further, since the message from the user is displayed on the management screen of the order management terminal 200, it is possible to efficiently confirm the status of the waiting group being called by the facility employee.

  In addition, since the position information of the user terminal 300 of the user who has arrived is acquired and displayed on the management screen of the order management terminal 200, the employee presents the user's current information together with the message from the user. Based on the location information, it is possible to accurately grasp the place where the user is (whether it is in the store or how far away it is if it is outside the store).

  Further, the message transmission means can be, for example, a means for selecting or inputting a message displayed on the display device 330 of the user terminal 300 as in the present embodiment. Also, voice message input may be accepted. Specifically, a message input by the user from the user terminal 300 by voice is recorded and transmitted to the order management server 100. The order management server 100 may convert the voice message into text data using voice recognition software and display it on the management screen of the order management terminal 200.

  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 (6)

An order management system for managing waiting in a facility,
An order management server for managing registration information waiting in the facility;
Display the information of the waiting registration in the facility, the order management terminal that accepts the new waiting registration and the update of the registered information,
A user terminal possessed by the user who registered the waiting queue,
The order management server
A storage unit for storing a waiting list that holds status information of waiting for users who have registered waiting in the facility;
Notifying the user terminal of the user whose order has arrived and a call notification unit for receiving a message from the user to the facility;
An order management system comprising: a message display unit that causes the order management terminal to display the content of the message received from the user terminal.   The order management system according to claim 1, further comprising a position information display unit that acquires position information of the user terminal of a user who has arrived in order and displays the position information on the order management terminal.   The order management system according to claim 1, wherein the call notification unit displays the message input unit on the user terminal.   The order management system according to claim 1, wherein the call notification unit receives an input of the message by voice from the user terminal. An order management device for managing waiting in a facility,
A storage unit for storing a waiting list that holds status information of waiting for users who have registered waiting in the facility;
A call notification unit for notifying the arrival of the order to the user terminal possessed by the user who has arrived, and receiving a message from the user to the facility;
An order management apparatus comprising: a message display unit that causes the order management terminal to display the content of the message received from the user terminal. A computer that manages the waiting time at the facility,
A storage unit for storing a waiting list that holds status information of waiting for users who have registered waiting in the facility;
A call notification unit for notifying the arrival of the order to the user terminal possessed by the user who has arrived, and receiving a message from the user to the facility;
A program for functioning as a message display unit for displaying the content of the message received from the user terminal on the order management terminal.