JP2021039418A - Reception simulation apparatus, reception simulation method and program - Google Patents

Abstract

To provide a reception simulation apparatus, a reception simulation method and a program that optimize a number of a desk.SOLUTION: In a reception simulation apparatus 50, a history storage unit stores past reception data including a waiting starting time that is a time when a customer provided with a service starts to wait in a reception area having a plurality of desks, an a process start time that is a time when a process related to the service is started for the customer at the desk. A desk setting unit receives a setting of a number of the available desks among the plurality of desks. A simulator unit performs an operation simulation of the reception area in the set number of the desk based on the reception data. An evaluation unit calculates an evaluation value indicating a suitability of the number of the desks by the operation simulation.SELECTED DRAWING: Figure 4

Description

The present disclosure relates to a reception simulation device, a reception simulation method and a program.

There is known a reception number ticketing system installed in a reception area such as a financial institution, a hospital, or a government office and used to call a customer waiting to provide a service (see, for example, Patent Document 1). A customer who arrives at the reception area receives a reception slip with a reception number from the reception machine and waits until the reception number is called at the counter. A counter operator is provided at each counter, and when the operator presses the call button of the counter operator, the first reception number is called.

Japanese Unexamined Patent Publication No. 2009-087205

Waiting time in the reception area is known to have a significant effect on customer satisfaction. The waiting time in the reception area can be shortened by increasing the number of counters. On the other hand, from the viewpoint of improving the efficiency of store business operations, it is required to reduce the number of counters and improve business efficiency.
An object of the present disclosure is to provide a reception simulation device, a reception simulation method, and a program that solve the above-mentioned problems.

According to the first aspect of the present invention, the reception simulation device has a waiting start time, which is a time when a customer starts waiting for receiving a service in a reception area having a plurality of windows, and a waiting start time for the customer. A storage unit that stores reception data including a processing start time, which is the time when processing related to the service is started at the counter, a window setting unit that accepts the setting of the number of valid counters among the plurality of counters, and the above. Based on the reception data, the simulator unit that executes the operation simulation of the reception area with the set number of the counters and the evaluation unit that calculates the evaluation value indicating the appropriateness of the number of the counters by the operation simulation. Be prepared.

According to the second aspect of the present invention, the reception simulation method has a waiting start time, which is a time when a customer starts waiting for receiving a service in a reception area having a plurality of windows, and a waiting start time for the customer. The reception data includes a step of collecting reception data including a processing start time which is a time when processing related to the service is started at the counter, a step of accepting a setting of the number of valid counters among the plurality of counters, and the reception data. Based on this, it includes a step of executing an operation simulation of the reception area with the set number of counters, and a step of calculating an evaluation value indicating an appropriateness of the number of counters by the operation simulation.

According to the third aspect of the present invention, the program has a waiting start time, which is a time when a customer starts waiting to receive a service in a reception area having a plurality of windows on a computer, and the customer. On the other hand, the step of collecting reception data including the processing start time, which is the time when the processing related to the service is started at the counter, the step of accepting the setting of the number of valid counters among the plurality of counters, and the reception data. Based on the above, the step of executing the operation simulation of the reception area with the set number of the counters and the step of calculating the evaluation value indicating the appropriateness of the number of the counters by the operation simulation are executed.

According to at least one of the above aspects, the number of contact points can be optimized by using the reception simulation device.

It is a bird's-eye view which shows the example of the reception area which concerns on 1st Embodiment. It is a bird's-eye view which shows the appearance of the window operation machine which concerns on 1st Embodiment. It is a figure which shows the data which the history database apparatus which concerns on 1st Embodiment stores. It is a schematic block diagram which shows the structure of the reception simulation apparatus which concerns on 1st Embodiment. It is a flowchart which shows the operation of the reception simulation apparatus which concerns on 1st Embodiment. It is a flowchart which shows the procedure of the operation simulation which concerns on 1st Embodiment. It is a figure which shows the example of the simulation screen which concerns on 1st Embodiment. It is a schematic block diagram which shows the structure of the reception simulation apparatus which concerns on 2nd Embodiment. It is a schematic block diagram which shows the structure of the reception simulation apparatus which concerns on 3rd Embodiment. It is a schematic block diagram which shows the structure of the reception simulation apparatus which concerns on 4th Embodiment. It is a schematic block diagram which shows the structure of the reception simulation apparatus which concerns on 5th Embodiment. It is a figure which shows the summary screen example of the simulation which concerns on other embodiment. It is a figure which shows the display screen example of the simulation result which concerns on other embodiment. It is a schematic block diagram which shows the structure of the computer which concerns on at least one Embodiment.

<First Embodiment>
<< Composition of reception area >>
Hereinafter, embodiments will be described in detail with reference to the drawings.
FIG. 1 is a bird's-eye view showing an example of the reception area according to the first embodiment.
The reception area is provided with a reception machine 10, a waiting space 20, and a plurality of counters 30.

The reception machine 10 is operated by customer C or the floor manager to issue a reception slip on which the reception number is printed. The reception machine 10 is provided with a touch panel and accepts input of customer's requirements (business type). The reception machine 10 has a queue for each business type in the storage unit, and adds the issued reception number to the end of the queue for the input business type (enqueue).

The waiting space 20 is a space for the customer C who has received the reception slip to wait for the call of the reception number. In the waiting space 20, a chair 21 and a writing table 22 for recording forms are installed.

The plurality of counters 30 are desks for the operator O to call the reception number and provide the service to the customer C related to the reception number. Each window 30 is provided with a window operating device 31 and a display 32.

FIG. 2 is a bird's-eye view showing the appearance of the window operating device according to the first embodiment.
The window operation machine 31 includes a plurality of keys, and by pressing the keys, the operator O is set, the business type is set, and the reception number is called. The window operating device 31 is connected to the reception device 10 via the in-store network.
The window operation machine 31 includes a close key K1, a numeric keypad K2, a business selection key group K3, a call key K4, and a processed key K5.
When the close key K1 is pressed, the window operating device 31 switches the operating state of the window between the closed state (invalid) and the open state (enabled). When the window operator 31 switches the window to the open state, it accepts the input of the ID of the operator O in charge of the window. The operator O can input the ID to the window operating device 31 by using the numeric keypad K2.
The business selection key group K3 is composed of a plurality of keys corresponding to the business types accepted at the counter. The window operation machine 31 selects / cancels the business type handled by the window operation machine 31 by pressing the key of the business selection key group K3. In the window operating device 31, it is possible to select a plurality of tasks, the keys of the selected tasks are turned on, and the keys of the unselected tasks are turned off.
When the call key K4 is pressed, the first reception number and the longest waiting time are taken out from the queue related to the business type selected by the counter operation machine 31 provided in the reception machine 10 ( dequeue), the reception number is displayed on the display 32. As a result, the counter operating machine 31 calls the reception number having the longest waiting time among the business types selected by the counter operating machine 31.
When the processed key K5 is pressed, the service related to the called reception number is terminated.

A history database device 40 is provided in the backyard.
FIG. 3 is a diagram showing data stored in the history database device according to the first embodiment. The history database device 40 associates the reception number issued by the reception machine 10 with the issuance time (standby start time), waiting time, business type, processing start time, processing end time, processing time, window number, and the reception number of the reception number. And the ID of the operator O in charge is associated and stored. Hereinafter, the data stored in the history database device 40 is also referred to as reception data. The issue time and business type of the reception number are acquired from the reception machine 10. The processing start time, processing end time, window number, and ID of the operator O in charge are acquired from the window operation machine 31. The processing start time is the time when the reception number is called by pressing the call key K4 of the window operating machine 31. The processing end time is the time when the next reception number is called by pressing the call key K4, or the time when the processed key K5 is pressed. The waiting time is specified by the history database device 40 calculating the difference between the issue time of the reception number and the processing start time. The processing time is specified by the history database device 40 calculating the difference between the processing start time and the processing end time. In another embodiment, if the business type can be identified by the reception number, the reception data may not include the business type.
That is, the reception data shows the ticketing process from the issuance of the reception slip by the reception machine 10 to the call to the counter 30, and the processing process from the start to the end of the counter reception.

By operating the reception area having the above configuration, the reception data related to the actual counter work is recorded in the history database device 40.

<< Configuration of reception simulation device >>
FIG. 4 is a schematic block diagram showing the configuration of the reception simulation device according to the first embodiment.
The reception simulation device 50 according to the first embodiment executes an operation simulation of the reception area when the number of valid windows is changed based on the reception data recorded in the history database device 40 in the reception area described above. And evaluate the window settings. The reception simulation device 50 may evaluate the setting of the window based on the reception data in one reception area, or may evaluate the setting of the window across areas based on the reception data in a plurality of reception areas. Good. Thereby, for example, when reception areas are provided on different floors of one store, it is possible to consider appropriate staffing for each floor by using the reception data of each floor. Further, for example, by using the reception data at a plurality of stores of the same series, it is possible to consider an appropriate staffing among the stores.

The reception simulation device 50 includes a time zone setting unit 501, a history acquisition unit 502, a history storage unit 503, a window setting unit 504, a simulator unit 505, a simulation data storage unit 506, an evaluation unit 507, and a display control unit 508.

The time zone setting unit 501 receives the input of the time zone to be reproduced of the operation of the reception area by operating an input device (not shown). The start and end times of the time zone are specified by the date and time. For example, when it is desired to reproduce the operation on April 1, 2019, the start time is set to the business start time on April 1, 2019, and the end time is set to the business end time on April 1, 2019.

The history acquisition unit 502 acquires the reception data stored in the history database device 40 whose issue time is included in the time zone set by the time zone setting unit 501. The history acquisition unit 502 records the acquired reception data in the history storage unit 503.

The window setting unit 504 receives the setting of the operating state (valid or invalid) and the business type in the time zone set by the time zone setting unit 501 for each window 30 in the reception area. That is, the window setting unit 504 accepts the setting of the number of valid windows 30 among the plurality of windows 30 in the reception area. Hereinafter, the setting of the operating status and business type of each window 30 is referred to as window setting data. The window setting unit 504 receives, for example, input of window setting data when the set time zone is divided into small time zones (for example, 30 minutes). In another embodiment, the window setting unit 504 may receive an instruction to change the operating state and business type of each window 30 in real time by operating an input device (not shown) during the execution of the operation simulation. .. In another embodiment, the counter setting unit 504 may accept the number of valid counters as the counter setting data instead of the operating status and business type of each counter. In this case, the simulation is performed assuming that the business type is fixed.

The simulator unit 505 executes an operation simulation of the reception area based on the reception data stored in the history storage unit 503 and the window setting data set in the window setting unit 504. The simulator unit 505 generates reception data by operation simulation and records it in the simulation data storage unit 506. Hereinafter, the reception data recorded in the simulation data storage unit 506 is also referred to as simulated reception data.

The evaluation unit 507 calculates an evaluation value indicating the appropriateness of the operating state of each window 30 and the setting of the business type based on the simulated reception data stored in the simulation data storage unit 506. Specifically, the evaluation unit 507 calculates the work end time, total waiting time, total number of customers, maximum waiting time, maximum number of waiting people, total free time, maximum free time, and window operating rate as evaluation values. .. The total waiting time, the maximum waiting time, and the maximum number of waiting people are waiting evaluation values indicating the appropriateness of the setting related to the waiting status of the customer. The business end time, the total number of customers, the total free time, the maximum free time, and the window operating rate are processing evaluation values indicating the appropriateness of the settings related to the processing status of the operator O.

The end time of the business is specified by the processing end time in the last record of the simulated reception data.
The total waiting time is specified by the total time from the issue time to the processing start time in each record of the simulated reception data.
The total number of customers is specified by the number of records in the simulated reception data.
The maximum waiting time is specified by the maximum value of the time from the issue time to the processing start time in each record of the simulated reception data.
The maximum number of people waiting is specified by the maximum number of people waiting in each small time zone when the set time zone is divided into small time zones.
The total free time is specified by the sum of the times from the processing end time of each record related to the valid window of the simulated reception data to the processing start time of the next record.
The maximum free time is specified by the maximum value of the time from the processing end time of each record related to the valid window of the simulated reception data to the processing start time of the next record.
The window operating rate is specified by dividing the difference between the total operating time (total operating time) and the total free time of the valid window of the simulated reception data by the total operating time.

The display control unit 508 displays the progress of the operation simulation and the evaluation value calculated by the evaluation unit 507 on a display (not shown).

<< Operation of reception simulation device >>
FIG. 5 is a flowchart showing the operation of the reception simulation device according to the first embodiment.
The time zone setting unit 501 of the reception simulation device 50 receives from the user (for example, the administrator of the store) the setting of the time zone for reproducing the operation of the reception area (step S1). Further, the window setting unit 504 receives the window setting data in the input time zone (step S2).

Next, the history acquisition unit 502 acquires the reception data whose issue time is included in the time zone set in step S1 from the history database device 40 (step S3). The history acquisition unit 502 records the acquired reception data in the history storage unit 503 (step S4). The simulator unit 505 executes an operation simulation of the reception area based on the window setting data received in step S2 and the reception data recorded in the history storage unit 503 (step S5). The details of the operation simulation will be described later. By executing the operation simulation, the simulated reception data is recorded in the simulation data storage unit 506.

Based on the simulated reception data recorded in the simulation data storage unit 506, the evaluation unit 507 includes the end time of work, total waiting time, total number of customers, maximum waiting time, maximum number of people waiting, total free time, maximum free time, And the window operating rate is calculated (step S6). The display control unit 508 displays the calculated evaluation value on the display (step S7).

The window setting unit 504 accepts an input as to whether or not to reset the window setting data (step S8). The user can make the reception simulation device 50 execute the operation simulation under different conditions by resetting the window setting data. When the input to reset the window setting data is received (step S8: YES), the reception simulation device 50 returns the process to step S2 and accepts the reset of the window setting data. On the other hand, when the input not to reset the window setting data is received (step S8: NO), the reception simulation device 50 ends the process.

As a result, the user can confirm the evaluation value as a result of the operation simulation and consider the optimization of the window 30. That is, the user finds an appropriate number of counters 30 by setting the counter setting data by trial and error so that the standby evaluation value and the processing evaluation value, which are in a trade-off relationship, satisfy the desired conditions. Can be done.

《Operation simulation》
FIG. 6 is a flowchart showing the procedure of the operation simulation according to the first embodiment. FIG. 7 is a diagram showing an example of a simulation screen according to the first embodiment.
When the simulator unit 505 starts the operation simulation in step S5, the simulation data storage unit 506 is notified of the simulation time, the queue for each business type, and the state for each window 30 (operating state, business type, corresponding customer C). (Reception number) and secure a storage area for simulated reception data. Further, the simulator unit 505 generates a simulation screen to be displayed during the operation simulation (step S51).

The simulation screen has a reproduction display area G1 and a simulation display area G2 for displaying the operating state of the reception area. The reproduction display area is an area for displaying the operating status of the actual reception area reproduced by the reception data. The simulation area is an area for displaying the operation simulation status of the reception area based on the window setting data set in step S2.
In the reproduction display area G1 and the simulation display area G2, a reception machine image G3 representing the reception machine 10, a standby space image G4 representing the standby space 20, a window image G5 representing the window 30, and a customer image G6 representing the customer C are displayed. Will be done. At the stage of step S51, the simulator unit 505 arranges the reception machine image G3 and the standby space image G4 in the reproduction display area G1 and the simulation display area G2.

The simulator unit 505 sets the start time of the set time zone as the simulation time (step S52). The simulator unit 505 specifies the number of valid windows at the simulation time based on the window setting data set in step S2, and arranges the window image G5 in the simulation display area G2 (step S53).

The simulator unit 505 refers to the history storage unit 503 and determines whether or not there is a record of the reception data whose issuance time coincides with the simulation time (step S54). If there is a record whose issue time matches the simulation time (step S54: YES), the reception number related to the record is added to the end of the queue associated with the business type of the record (step S55). Further, the simulator unit 505 records the issue time and business type of the reception number in the simulation data storage unit 506 as simulated reception data (step S56). At this time, the simulator unit 505 arranges the customer image G6 related to the added record on the standby space image G4 of the simulation display area G2 on the simulation screen (step S57).

If there is no record whose issue time matches the simulation time (step S54: NO), or if a reception number is added to the queue, the simulator unit 505 selects valid contact points 30 one by one (step S58). The processing of steps S59 to S66 is performed for all the effective window 30s.

First, the simulator unit 505 refers to the state of the window 30 stored in the simulation data storage unit 506, and determines whether or not the window 30 selected in step S58 is dealing with customers (step S59).

When the selected window 30 is not dealing with customers (step S59: NO), the simulator unit 505 determines whether or not the reception number exists in the queue related to the business type of the selected window 30 (step S60). ). When the reception number exists in the queue (step S60: YES), the simulator unit 505 retrieves the reception number from the queue, and the simulation data storage unit 506 is used as the reception number of the customer supported by the selected window 30. (Step S61). Further, the simulator unit 505 adds the processing start time and the window number to the simulated reception data related to the reception number (step S62). At this time, the simulator unit 505 arranges the customer image G6 of the simulation display area G2 on the simulation screen, which is related to the reception number, in front of the window image G5 (step S63). If the reception number does not exist in the queue (step S60: NO), the process related to the selected window 30 is skipped.

In step S59, when the selected window 30 is dealing with customers (step S59: YES), the simulator unit 505 determines whether or not the customer correspondence is completed (step S64). Specifically, the simulator unit 505 determines whether or not the customer response has been completed by the following procedure. The simulator unit 505 specifies the reception number of the customer C that the selected window 30 corresponds to. The simulator unit 505 reads the processing time related to the specified reception number from the reception data. The simulator unit 505 reads the processing start time at the selected window 30 from the simulated reception data. When the time from the processing start time to the simulation time reaches the specified processing time, the simulator unit 505 determines that the customer service has been completed.

When the customer correspondence of the selected window is completed (step S64: YES), the simulator unit 505 adds the processing end time and the processing time to the simulated reception data related to the reception number of the customer C (step S65). At this time, the simulator unit 505 deletes the customer image G6 in the simulation display area G2 on the simulation screen, which is related to the reception number (step S66). Then, the simulator unit 505 proceeds with the process in step S60, and associates the next customer C with the window 30.
On the other hand, when the customer correspondence of the selected window is not completed (step S64: NO), the process related to the selected window 30 is skipped.

When the processing of steps S59 to S66 is performed for all the valid window 30, the simulator unit 505 refers to the reception data, identifies the behavior of the actual reception area at the simulation time, and displays the customer image G6 in the reproduction display area G1. Is arranged (step S67). Next, the simulator unit 505 changes the color of the customer image G6 of the reproduction display area G1 and the simulation display area G2 related to the waiting customer C according to the waiting time (step S68). For example, the simulator unit 505 changes the hue of the customer image G6 from green to yellow and then to red. That is, the shorter the waiting time, the closer the color is to green, and the longer the waiting time, the closer to red the color. When the waiting time exceeds a certain time (for example, 20 minutes), the color is fixed to red.

Next, the simulator unit 505 advances the simulation time by a unit time (step S69). The simulator unit 505 determines whether or not the simulation time has reached the end time of the set time zone (step S70). If the simulation time has not reached the end time (step S70: NO), the simulator unit 505 returns the process to step S53. On the other hand, when the simulation time reaches the end time (step S70: YES), the simulator unit 505 ends the operation simulation.

According to the above-mentioned operation simulation, the actual customer movement and the customer movement in the simulation can be animated and displayed on one screen during the operation simulation. This allows the user to visually understand the difference between the actual operating status in the past and the operating status related to the simulation.

《Action / Effect》
As described above, according to the first embodiment, the reception simulation device 50 performs an operation simulation of the reception area based on the past reception data including the issuance time and the processing start time of the reception number and the window setting data. Execute and calculate the evaluation value indicating the appropriateness of the number of windows. In the first embodiment, the operation simulation of the reception area under the actual visitor situation can be executed by reproducing the actual visitor situation based on the past reception data. As a result, the user can easily consider the appropriate number of contact points. In addition, the user can perform appropriate operation management, such as giving the operator a cohesive break for a predetermined time or longer and preventing continuous work.

Further, according to the first embodiment, the reception data is automatically generated by the reception machine 10 and the window operation machine 31 provided in the reception area and recorded in the history database device 40. As a result, the reception simulation device 50 according to the first embodiment can easily collect reception data.

<Second embodiment>
The reception simulation device 50 according to the first embodiment reproduces the visitor situation from the past reception data, and executes the operation simulation of the reception area based on this. On the other hand, the reception simulation device 50 according to the second embodiment predicts the future visitor situation from the past reception data, and executes the operation simulation of the reception area based on the prediction.

<< Configuration of reception simulation device >>
FIG. 8 is a schematic block diagram showing the configuration of the reception simulation device according to the second embodiment.
The reception simulation device 50 according to the second embodiment further includes a prediction unit 509 in addition to the configuration of the first embodiment.

The prediction unit 509 uses the reception data stored in the history storage unit 503 to generate prediction reception data for an arbitrary future time zone.
Specifically, the prediction unit 509 adds calendar data such as date, month, day of the week, pension payment date, and six days of the week, and weather data such as weather and temperature to the reception data stored in the history storage unit 503. Is used as a training data set, and the training model is trained so as to output the prediction reception data by inputting the calendar data and the weather data. As the learning model, a neural network model, a random forest model, or the like can be used. Then, the prediction unit 509 specifies the calendar data and the weather data related to the time zone set in the time zone setting unit 501, and inputs the calendar data and the weather data into the trained model to input the prediction reception data of the set time zone. Generate. The prediction reception data predicted by the prediction unit 509 does not have to include all the items shown in FIG. For example, the predicted reception data may include the reception number, the issue time, the business type, and the processing time.

The history acquisition unit 502 according to the second embodiment acquires the reception data related to the learning target period of the learning model of the prediction unit 509 from the history database device 40.

<Third embodiment>
The processing time at the window 30 may differ depending on the skill level of the operator O. That is, even in the same work, the processing time differs between the skilled operator O and the new operator O. Therefore, the reception simulation device 50 according to the third embodiment performs an operation simulation of the reception area in consideration of the skill level of the operator O.

FIG. 9 is a schematic block diagram showing the configuration of the reception simulation device according to the third embodiment. The reception simulation device 50 according to the third embodiment further includes an operator storage unit 510 in addition to the configuration according to the first embodiment.
The operator storage unit 510 stores the skill coefficient for each business type of the operator in association with each operator O. The skill coefficient indicates the processing speed of each operator's business type. The higher the skill level of the work, the smaller the skill coefficient, and the lower the skill level of the work, the larger the skill coefficient. The proficiency factor is set to be 1 for a standard proficiency level. The proficiency coefficient may be calculated statistically based on past reception data, or may be set manually.

The window setting unit 504 according to the third embodiment further accepts the operator O in charge of each window 30 as the window setting data.
The simulator unit 505 according to the third embodiment standardizes the processing time by dividing the processing time included in the record by the skill coefficient associated with the operator and the business type related to the record. Next, the simulator unit 505 can calculate the processing time of the responsible operator O by multiplying the skill coefficient related to the responsible operator O assigned in the simulation.

As described above, according to the third embodiment, in the operation simulation, the processing time can be different depending on the operator O arranged at the window 30. As a result, the user can consider the allocation of the window 30 in consideration of the skill level of each operator O. For example, the user can easily consider the window 30 and the time zone that have less influence on the waiting time of the customer C for the training of the new operator O. Further, by rewriting the skill coefficient, the user can examine the influence of the shortening of the processing time of the operator O by training and education on the waiting time of the customer C.

<Fourth Embodiment>
In order to reduce the load of counter operations in the reception area, there is known a service device in which a customer himself / herself performs at least a part of processing related to a service provided at the counter 30. For example, an electronic writing table for creating an electronic form, a self-terminal that accepts cash input and issues a form printed with the stored amount, and the like. By introducing the electronic bookkeeping table, it can be expected that the time required for the operator O to read the handwritten form and input it to the computer can be reduced. By introducing a self-terminal, it is possible to expect a reduction in payment processing at the counter 30.
The reception simulation device 50 according to the fourth embodiment performs an operation simulation of the reception area when the service device is introduced.

FIG. 10 is a schematic block diagram showing the configuration of the reception simulation device according to the fourth embodiment. The reception simulation device 50 according to the fourth embodiment further includes a service device storage unit 511 in addition to the configuration according to the first embodiment.
The service device storage unit 511 stores the reduction amount of the processing time for each business type when the service device is used in association with the type of the service device. For example, when the electronic bookkeeping table is introduced, the processing time is reduced by the time for the operator O to read the handwritten form and input it to the computer, so that the reduction amount of the processing time is "-X". On the other hand, since there is no form for consultation work, the amount of reduction in processing time due to the introduction of the electronic bookkeeping table is "+0". Similarly, when the self-terminal is introduced, the processing time of the window 30 related to the deposit business is zero, so that the reduction amount of the processing time is, for example, "x0".

The window setting unit 504 according to the fourth embodiment accepts the type of service device to be further introduced as the window setting data.
The simulator unit 505 according to the fourth embodiment applies the reduction amount associated with the service device to be introduced and the business type related to the record to the processing time included in the record, so that the processing after the introduction of the service device is performed. Calculate the time.

As described above, according to the fourth embodiment, the reception simulation device 50 performs an operation simulation of the reception area when the service device is introduced. As a result, the user can examine the effect of introducing the service device.

<Fifth Embodiment>
In the reception simulation device 50 according to the first to fourth embodiments, the user adjusts the window setting data to examine the setting of an appropriate window. On the other hand, the reception simulation device 50 according to the fifth embodiment automatically adjusts the window setting data.

FIG. 11 is a schematic block diagram showing the configuration of the reception simulation device according to the fifth embodiment. The reception simulation device 50 according to the fifth embodiment further includes a condition setting unit 512 and a determination unit 513 in addition to the configuration according to the first embodiment. The condition setting unit 512 receives the setting of the convergence condition of the simulation from the user. The convergence condition of the simulation is set as an allowable range of the evaluation value. That is, the simulation is repeatedly executed until the evaluation value obtained as a result of the simulation satisfies the convergence condition.

The determination unit 513 determines whether or not the evaluation value calculated by the evaluation unit 507 satisfies the convergence condition set by the condition setting unit 512, and if the evaluation value does not satisfy the convergence condition, the window setting data is rewritten and again. To execute the simulation of. The rewriting of the window setting data is performed so as to satisfy, for example, the upper limit value of the window setting change frequency input in advance by the user and the upper limit value of the window setting change number. More specifically, the shortest deployment time, which is the shortest time unit that one operator is deployed to the counter, or the longest deployment time, which is the longest time unit, the minimum or maximum value of the break time given to the operator, one It will be done after considering the maximum number of changes at the counter. Further, for example, the rewriting of the window setting data may be performed according to a genetic algorithm.
On the other hand, when the convergence condition is satisfied, the number of counters for each hour is determined based on the last calculated counter setting data.
As a result, according to the fifth embodiment, the reception simulation device 50 can automatically adjust the window setting data.

Although one embodiment has been described in detail with reference to the drawings, the specific configuration is not limited to the above, and various design changes and the like can be made. That is, in other embodiments, the order of the above-mentioned processes may be changed as appropriate. In addition, some processes may be executed in parallel.
The reception simulation device 50 according to the above-described embodiment may be configured by a single computer, or the configuration of the reception simulation device 50 may be divided into a plurality of computers so that the plurality of computers cooperate with each other. By doing so, it may function as the reception simulation device 50. At this time, some computers constituting the reception simulation device 50 may be mounted inside the work machine, and other computers may be provided outside the work machine.

The reception simulation device 50 according to the above-described embodiment performs a simulation for one set time zone based on one window setting data. On the other hand, in another embodiment, for example, the reception simulation device 50 sets the window setting data for each calendar data, and for a plurality of dates (for example, each day of one month), the window corresponding to the date. A simulation in which setting data is set may be performed. As a result, the reception simulation device 50 can verify the appropriateness of the setting of the window setting data with respect to the calendar data. Examples of window setting data for each calendar data include setting the number of windows on the pension payment date and the last day of the month more than on other days, and setting the number of windows on the day of Buddha's death on Rokuyo less than on other days. Some things to set.

In this case, the reception simulation device 50 may display a summary of simulations for a plurality of dates. FIG. 12 is a diagram showing an example of a summary screen of the simulation according to another embodiment.
The summary screen example shown in FIG. 12 is a table in which the date is taken on the horizontal axis and the time zone is taken on the vertical axis, and the number of people processed by one window 30 in the date and time zone is stored in each cell. .. In the summary screen example, the color of each cell is different according to the number of people to be processed. As a result, the operating rate of the counter can be displayed in a visually easy-to-understand manner. For example, in the example shown in FIG. 12, it can be seen that the operating rate of the counter is low from 11:00 to 13:00 on Wednesday and Thursday. Therefore, users can consider reducing the number of windows on Wednesdays and Thursdays from 11:00 to 13:00.

The reception simulation device 50 according to the above-described embodiment displays the simulation screen shown in FIG. 7. On the other hand, the method of presenting the simulation result by the reception simulation device 50 according to the other embodiment is not limited to this.
FIG. 13 is a diagram showing an example of a display screen of simulation results according to another embodiment.
The simulation result display screen shown in FIG. 13 represents the simulation result as a graph. According to the example shown in FIG. 13, a line graph showing the transition of the number of people waiting and a bar graph showing the transition of the operating state and the operating rate of each window 30 are displayed on the display screen of the simulation result. In the bar graph shown in FIG. 13, the time zone in which the window 30 is invalid (closed state) is white, the time zone in which the window 30 is valid (open state) and the operating rate is equal to or higher than the predetermined value is gray, and the valid and operating rate is less than the predetermined value. The time zone is shown in black. By visually recognizing the display screen shown in FIG. 13, the user can recognize the relationship between the free time and operating time of each window and the number of people waiting.

Further, in the simulation screen shown in FIG. 7, the color of the customer image G6 is changed according to the waiting time, but in another embodiment, the color of the customer image G6 may be changed according to the business type at the time of reception. As a result, it is possible to check the congestion status of the waiting space for each business type in a short time. For example, the user can consider setting an appropriate window by adjusting the window setting data, such as changing the setting of the business type of each window depending on the congestion situation. Information on the business type may be added to the window image G5 and the customer image G6.

<Computer configuration>
FIG. 14 is a schematic block diagram showing the configuration of a computer according to at least one embodiment.
The computer 90 includes a processor 91, a main memory 92, a storage 93, and an interface 94.
The reception simulation device 50 described above is mounted on the computer 90. The operation of each processing unit described above is stored in the storage 93 in the form of a program. The processor 91 reads a program from the storage 93, expands it into the main memory 92, and executes the above processing according to the program. Further, the processor 91 secures a storage area corresponding to each of the above-mentioned storage units in the main memory 92 according to the program. Examples of the processor 91 include a CPU (Central Processing Unit), a GPU (Graphic Processing Unit), a microprocessor, and the like.

The program may be for realizing a part of the functions exerted by the computer 90. For example, the program may exert its function in combination with another program already stored in the storage, or in combination with another program mounted on another device. In another embodiment, the computer 90 may include a custom LSI (Large Scale Integrated Circuit) such as a PLD (Programmable Logic Device) in addition to or in place of the above configuration. Examples of PLDs include PAL (Programmable Array Logic), GAL (Generic Array Logic), CPLD (Complex Programmable Logic Device), and FPGA (Field Programmable Gate Array). In this case, some or all of the functions realized by the processor 91 may be realized by the integrated circuit. Such integrated circuits are also included as an example of a processor.

Examples of the storage 93 include HDD (Hard Disk Drive), SSD (Solid State Drive), magnetic disk, optical magnetic disk, CD-ROM (Compact Disc Read Only Memory), and DVD-ROM (Digital Versatile Disc Read Only Memory). , Semiconductor memory and the like. The storage 93 may be internal media directly connected to the bus of the computer 90, or external media connected to the computer 90 via the interface 94 or a communication line. When this program is distributed to the computer 90 via a communication line, the distributed computer 90 may expand the program in the main memory 92 and execute the above process. In at least one embodiment, the storage 93 is a non-temporary tangible storage medium.

Further, the program may be for realizing a part of the above-mentioned functions. Further, the program may be a so-called difference file (difference program) that realizes the above-mentioned function in combination with another program already stored in the storage 93.

10 Reception machine 20 Standby space 30 Counter 31 Counter operation machine 32 Display 40 History database device 50 Reception simulation device 501 Time zone setting unit 502 History acquisition unit 503 History storage unit 504 Counter setting unit 505 Simulator unit 506 Simulation data storage unit 507 Evaluation Unit 508 Display control unit 509 Prediction unit 510 Operator storage unit 511 Service device storage unit 512 Condition setting unit 513 Determination unit

Claims (10)

In a reception area having a plurality of counters, the waiting start time, which is the time when the customer starts waiting to receive the service, and the processing start time, which is the time when the processing related to the service is started for the customer at the counter. A history storage unit that stores reception data including time and time
The window setting unit that accepts the setting of the number of valid windows among the multiple windows,
Based on the reception data, a simulator unit that executes an operation simulation of the reception area at a set number of windows, and a simulator unit.
A reception simulation device including an evaluation unit that calculates an evaluation value indicating the appropriateness of the number of counters by the operation simulation. The standby start time is the time when the reception machine provided in the reception area issues the reception number.
The reception simulation device according to claim 1, wherein the processing start time is a time when the reception number is called by a counter operation machine provided at each of the plurality of counters. The reception simulation device according to claim 1 or 2, wherein the evaluation unit calculates a standby evaluation value, which is the evaluation value indicating the appropriateness of the number of counters related to the standby status, by the operation simulation. The reception according to any one of claims 1 to 3, wherein the evaluation unit calculates a processing evaluation value, which is the evaluation value indicating the appropriateness of the number of counters related to the processing status, by the operation simulation. Simulation equipment. The reception simulation device according to any one of claims 1 to 4, further comprising a determination unit for determining the number of contact points for each hour using the evaluation value. A prediction unit that generates prediction reception data for an arbitrary time zone using the reception data stored in the history storage unit is further provided.
The reception simulation device according to any one of claims 1 to 5, wherein the simulator unit executes the operation simulation using the prediction reception data. The window setting unit receives the settings of the operator to be deployed at the valid window, and receives the settings.
The reception simulation device according to any one of claims 1 to 6, wherein the simulator unit executes an operation simulation of the reception area by the operator set based on the reception data. The simulator unit executes the operation simulation of the reception area when the customer introduces a service device that executes at least a part of the processing related to the service into the reception area. The reception simulation device according to any one of the items. In a reception area having a plurality of counters, the waiting start time, which is the time when the customer starts waiting to receive the service, and the processing start time, which is the time when the processing related to the service is started for the customer at the counter. Steps to collect reception data including time and
The step of accepting the setting of the number of valid counters among the plurality of counters,
Based on the reception data, the step of executing the operation simulation of the reception area at the set number of the receptions, and
A reception simulation method including a step of calculating an evaluation value indicating the appropriateness of the number of counters by the operation simulation. On the computer
In a reception area having a plurality of counters, the waiting start time, which is the time when the customer starts waiting to receive the service, and the processing start time, which is the time when the processing related to the service is started for the customer at the counter. Steps to collect reception data including time and
The step of accepting the setting of the number of valid counters among the plurality of counters,
Based on the reception data, the step of executing the operation simulation of the reception area at the set number of the receptions, and
A program for executing a step of calculating an evaluation value indicating the appropriateness of the number of counters by the operation simulation.

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