JP5056532B2 - Waiting time management apparatus, waiting time management method, and waiting time management program - Google Patents

Description

  The present invention relates to a waiting time management apparatus that manages waiting time of a customer in a store that provides various services, and more particularly to a waiting time management method according to a provided service and an expected waiting time.

In stores that provide various services, such as restaurants and banks, when the service capacity of the table, counter window, etc. is full, customers who come to the store create a queue and wait for the order of services. This is a factor that reduces customer satisfaction. Therefore, it is considered to measure the waiting time of the customer and perform some follow according to the waiting time. (For example, refer to Patent Document 1).
JP-A-8-16658

  The conventional waiting time management method is to identify the start time of the wait state and the end time of the wait state in some form, and calculate and manage the time from the start time of the wait state to the end time of the wait state. However, for customers, the degree of dissatisfaction with the waiting time depends on the contents of the service and various other circumstances, and the customer feels dissatisfied or not dissatisfied even at the same time. For example, when a customer is busy, a service that is not very important to the customer, a service that only takes a short time, a service that can usually be received without waiting too much, and when the customer has time to spare When the service is important to the customer, when the service is time-consuming, and when the service is usually waiting for a certain amount of time, the customer is more dissatisfied with the former even if the actual waiting time is the same. it is conceivable that. Therefore, there are many cases in which uniform follow-up according to the measured actual waiting time does not lead to customer dissatisfaction.

  An object of the present invention is to provide a waiting time management method according to a service to be provided and an expected waiting time.

  A first waiting time management apparatus according to the present invention is a waiting time management apparatus for managing a waiting time of a customer in a store that provides a service, and includes a storage unit for storing data, a customer ID, and a waiting time. Accepting the input of the state start time, accepting the input of the customer ID and the waiting state end time, the waiting state start time data input unit for associating the waiting state start time with the customer ID and storing it in the storage unit , Wait state end time data input unit for associating a customer ID with a wait state end time and storing it in the storage unit, and a wait state start time stored in the storage unit in association with the customer ID The actual waiting time is calculated by subtracting from the waiting state end time attached and stored in the storage unit, the actual waiting time calculating unit for storing the actual waiting time in association with the customer ID in the storage unit, and Service data input unit for accepting input of service data including a customer ID, and a service required time of a service provided to a customer identified by the customer ID with an actual waiting time associated with the customer ID and stored in the storage unit And a correction unit for calculating a result corrected based on the above.

  The service required time in the first waiting time management apparatus according to the present invention may be the time required for the service provided to the customer specified by the customer ID.

  The service required time in the first waiting time management apparatus according to the present invention may be an average required time required for the service provided to the customer specified by the customer ID.

  A waiting time management method according to the present invention is a waiting time management method executed by a waiting time management apparatus for managing a waiting time of a customer in a store that provides a service, and inputs a customer ID and a waiting state start time. Storing the customer ID and the waiting state start time in association with each other, receiving the customer ID and the waiting state end time, and storing the customer ID and the waiting state end time in association with each other; The actual waiting time is calculated by subtracting the waiting state start time stored in association with the customer ID from the waiting state end time stored in association with the customer ID, and the actual waiting time is associated with the customer ID and stored. And the step of accepting input of service data including the customer ID, and the actual waiting time stored in association with the customer ID is specified by the customer ID. Characterized in that it comprises the step of calculating the result of correction based on the service time required for services provided to the customer.

  The service required time in the waiting time management method according to the present invention may be the time required for the service provided to the customer specified by the customer ID.

  The service required time in the waiting time management method according to the present invention may be an average required time required for the service provided to the customer specified by the customer ID.

  A waiting time management program according to the present invention is a waiting time management program for causing a computer to execute a waiting time management method for managing a waiting time of a customer in a store that provides a service. Accepting input of customer ID and wait state start time, correlating and storing customer ID and wait state start time, accepting input of customer ID and wait state end time, and waiting state end to customer ID A step of storing the time in association with each other, and calculating the actual waiting time by subtracting the waiting state start time stored in association with the customer ID from the waiting state end time stored in association with the customer ID; A step of storing an actual waiting time in association with an ID, a step of receiving input of service data including a customer ID, They comprise a step of calculating the result of correction based on the attached observed latencies stored in the service time required for services provided to the customer identified by the customer ID and said.

  A second waiting time management apparatus according to the present invention is a waiting time management apparatus for managing a waiting time of a customer in a store that provides a service, and includes a storage unit for storing data, a customer ID, and a waiting time. A wait state start time data input unit for accepting input of the state start time and the number of customers waiting for service and storing the wait state start time and the number of customers waiting for service in the storage unit in association with the customer ID; The waiting state end time data input unit for accepting the input of the state end time and storing the waiting state end time in association with the customer ID in the storage unit and the customer ID stored in the storage unit The actual waiting time is calculated by subtracting the waiting state start time from the waiting state end time associated with the customer ID and stored in the storage unit, and the customer ID is associated with the actual waiting time. The actual waiting time calculation unit for storing in the store and the actual waiting time associated with the customer ID and stored in the storage unit correspond to the number of customers waiting for service stored in the storage unit in association with the customer ID. And a correction unit for calculating a result corrected based on the average waiting time.

    According to the present invention, in order to correct the waiting time based on correction data corresponding to the service received by the customer and the assumed waiting time, a waiting time management method according to the provided service and the expected waiting time is provided. can do.

Hereinafter, embodiments of the present invention will be described with reference to the drawings.
[First Embodiment]
In the description of the present embodiment, an example in which the actual waiting time is corrected by the required service time will be described.

  FIG. 1 is a diagram illustrating a system configuration example of a waiting time management apparatus according to the first embodiment of the present invention. As shown in FIG. 1, the waiting time management device 2 includes a waiting state start time data input unit 12 for accepting input of data relating to a time when a customer starts a waiting state, and data relating to a time when the customer ends the waiting state. A waiting state end time data input unit 14 for accepting an input, an actual waiting time calculation unit 16 for calculating an actual waiting time which is a difference between the waiting state end time and the waiting state start time, and a calculated actual waiting time A service data input unit 18 for receiving input of correction data used for correction of the waiting time, a correction unit 20 for correcting the calculated actual waiting time based on the correction data, and the waiting time management device 2 A storage unit 22 for storing various data to be managed and a control unit 30 for controlling the entire waiting time management apparatus 2 are included. Of the functions that the waiting time management device 2 processes, all the functions that are not explicitly described in this specification are executed by the control unit 30.

  FIG. 2 is a diagram illustrating a data format example of the waiting time management data in the waiting time management apparatus according to the first embodiment of the present invention. As shown in FIG. 2, each entry of the waiting time management data includes each data of customer ID, waiting state start time, waiting state end time, actual waiting time, service ID, correction data, and correction result. .

  The waiting state start time data input unit 12 receives an input of a customer ID for identifying a customer and data of a waiting state start time. These data may be automatically input from some device, or may be input by an operator's operation. For example, when a numbered ticket issuing machine issues a numbered ticket, the reference number of the numbered ticket issued is the customer ID, the time when the ticket is issued is the waiting state start time, and the numbered ticket issuing machine inputs the waiting state start time data. It may be input to the unit 12. Alternatively, the operator allocates a customer ID to the customer, inputs the customer ID to the input device, and the input device transmits the input customer ID to the waiting state start time data input unit 12 together with the input time data. Also good. Alternatively, when ID information of an RFID (Radio Frequency IDentification) tag held by a customer is read by a reading device arranged at a predetermined position, the reading device waits for the read ID information and data at the time of reading. You may make it transmit to the state start time data input part 12. FIG. In addition, the customer ID and the waiting state start time data may be input to the waiting state start time data input unit 12 by any method. The waiting state start time data input unit 12 stores the input waiting state start time data in the storage unit 22 as data in the waiting time management data entry corresponding to the input customer ID. In the example shown in FIG. 2, waiting number start time data relating to customers whose customer IDs are Nos. 1 to 6 is stored as the customer ID of the numbered ticket.

  The waiting state end time data input unit 14 receives an input of a customer ID for identifying a customer and data of a waiting state end time. These data may be automatically input from some device, or may be input by an operator's operation. For example, the task management apparatus that has determined the reference number of the next customer who provides the service receives the reference number display or voice output instruction data for customer guidance and the reference number in the waiting state end time data input unit 14. You may make it input. Alternatively, the reference number or the customer ID assigned at the start of the waiting state and the data of the current time may be input to the waiting state end time data input unit 14 according to the operator's instruction. Further, the service start time may be the waiting state end time. In addition, the customer ID and the waiting state end time data may be input to the waiting state end time data input unit 14 by any method. The waiting state end time data input unit 14 stores the input waiting state end time data in the storage unit 22 as data in the waiting time management data entry corresponding to the input customer ID. In the example shown in FIG. 2, waiting state end time data relating to customers whose customer IDs are Nos. 1 to 4 is stored.

  The actual waiting time calculation unit 16 reads the waiting time management data entry corresponding to the customer ID input to the waiting state end time data input unit 14 from the storage unit 22, and waits included in the read waiting time management data entry The difference between the data of the state start time and the data of the wait state end time, that is, the actual waiting time is calculated. The actual waiting time calculation unit 16 stores the calculated actual waiting time data in the storage unit 22 as data in the read waiting time management data entry. In the example shown in FIG. 2, data on the actual waiting time for the customers whose customer IDs are Nos. 1 to 4 is stored.

  The service data input unit 18 receives an input of a customer ID and service data. The service data includes a service ID for specifying the service content and data on the time required for the service. The time required for the service is used as correction data. These data may be automatically input from some device, or may be input by an operator's operation. For example, some device may calculate the required service time at the end of the service, and input it to the service data input unit 18 together with the customer ID and service ID. Alternatively, the customer ID and service data may be input to the service data input unit 18 according to an operator instruction. In addition, the customer ID and the service data may be input to the service data input unit 18 by an arbitrary method. The service data input unit 18 causes the storage unit 22 to store the input service data as data in the waiting time management data entry corresponding to the input customer ID. In the example shown in FIG. 2, service IDs and correction data relating to customers whose customer IDs are No. 1 to No. 2 are stored.

  In the present embodiment, the description will be made on the assumption that the required service time data is input. Instead, however, as in the calculation of the waiting time, the input of the service start time data and the service end time data is accepted. The service time may be calculated by calculating the difference between the two.

  The correction unit 20 reads the waiting time management data entry corresponding to the customer ID input to the service data input unit 18 from the storage unit 22, and based on the correction data included in the read waiting time management data entry, The actual waiting time data included in the read waiting time management data entry is corrected. This is to calculate the subjective waiting time from the viewpoint of the customer with respect to the actual waiting time which is an objective waiting time. The correction method is arbitrary. For example, by dividing the actual waiting time by the required service time, a numerical value indicating how many times the service required time is waited may be obtained, and this numerical value may be used as the subjective waiting time. Alternatively, by subtracting the required service time from the actual waiting time, a numerical value indicating how much extra time is required for the required service time may be obtained, and this numerical value may be used as the subjective waiting time. In addition, the actual waiting time may be corrected based on the correction data and the subjective waiting time may be calculated according to an arbitrary definition. The correction unit 20 causes the storage unit 22 to store the calculated correction result data as data in the waiting time management data entry corresponding to the input customer ID. In the example shown in FIG. 2, correction result data relating to customers whose customer IDs are No. 1 to No. 2 is stored.

  Further, the threshold value may be stored in the storage unit 22 and used in calculating the subjective waiting time. How to set the threshold and how to use it is arbitrary. For example, when the correction result is obtained by division, the threshold value may be set to 1, and the correction result may be set to 1 when the division result is smaller than 1. Alternatively, when the correction result is obtained by subtraction, the threshold value may be set to 0, and the correction result may be set to 0 when the subtraction result is smaller than 0. The correction unit 20 stores the correction result data in the storage unit 22 as a part of the read waiting time management data entry. The correction result data stored in the storage unit 22 is read out by some device or operator, and the customer is followed based on the read correction result data.

  The calculated correction result data may be output in association with the customer ID. The output destination may be a device that performs some follow-up, or may be an output device (for example, a display device) for informing the operator. The follower or operator performs the follow on the customer based on the output correction result data (ie, subjective waiting time). As the contents of the follow, for example, a discount on the price, an increase in the number of products, a presentation of a crude product, an addition of service points, etc. can be considered.

FIG. 3 is a diagram showing a processing flow of the waiting time management apparatus according to the first embodiment of the present invention. A processing flow of the waiting time management apparatus according to the first embodiment of the present invention will be described with reference to FIG.
(Step S102) The waiting time management apparatus 2 is waiting for notification input. Specifically, the wait state start time data input unit 12 accepts input of data related to the wait state start time, the wait state end time data input unit 14 accepts input of data related to the wait state end time, or service data The input unit 18 waits for the occurrence of any event of accepting input of service data.
(Step S104) When the wait state start time data input unit 12 accepts input of data related to the customer ID and the wait state start time, the wait state start time data input unit 12 inputs the data of the input wait state start time. The data is stored in the storage unit 22 as data in the waiting time management data entry corresponding to the customer ID. The waiting time management data entry corresponding to the input customer ID may be created when the waiting state start time data input unit 12 receives the input of the customer ID, or may be created in advance. .
(Step S106) When the waiting state end time data input unit 14 accepts the input of data related to the customer ID and the waiting state end time, the waiting state end time data input unit 14 inputs the input data of the waiting state end time. The data is stored in the storage unit 22 as data in the waiting time management data entry corresponding to the customer ID.
(Step S108) The actual waiting time calculation unit 16 reads the waiting time management data entry corresponding to the input customer ID from the storage unit 22. Specifically, the data of the waiting state start time and the data of the waiting state end time are read out.
(Step S110) The actual waiting time calculation unit 16 calculates the difference between the read waiting state end time and the read waiting state start time, that is, the actual waiting time.
(Step S112) The actual waiting time calculation unit 16 causes the storage unit 22 to store the calculated actual waiting time data as data in the read waiting time management data entry.
(Step S114) When the service data input unit 18 receives the input of the customer ID and service data, the service data input unit 18 displays the input service data in the waiting time management data entry corresponding to the input customer ID. The data is stored in the storage unit 22 as data. Here, the contents of the service data are the service ID of the service used by the customer and the time required for this service, and the service required time is used as correction data in the waiting time management data entry.
(Step S116) The correction unit 20 reads the waiting time management data entry corresponding to the input customer ID from the storage unit 22. Specifically, data of actual waiting time and data of required service time are read out.
(Step S118) The correction unit 20 corrects the read data of the actual waiting time based on the read service required time data.
(Step S120) The correction unit 20 stores the correction result data in the storage unit 22 as data in the read waiting time management data entry.

According to the first embodiment described above, since the length of the waiting time is corrected based on the time actually required for the service, it is possible to obtain a subjective waiting time according to the actual usage of the customer.
[Second Embodiment]
In the first embodiment of the present invention, data input from the outside is used as the correction data. However, in the second embodiment of the present invention, the default value of the correction data is stored in the storage unit 22. This is read out and used. As the default value, for example, the average required time for each service content is stored in association with the service ID.

  FIG. 4 is a diagram illustrating a system configuration example of the waiting time management apparatus according to the second embodiment of the present invention. The difference from the system configuration example shown in FIG. 1 is that the processing content of the service data input unit 18 and the storage content of the storage unit 22 are slightly different.

  The storage unit 22 stores in advance an average required time for each service content as a default value of correction data. FIG. 5 is a diagram illustrating an example of the correction data default value in the waiting time management apparatus according to the second embodiment of the present invention. As shown in FIG. 5, the service ID for specifying each service and the average required time for each service are stored in association with each other.

FIG. 6 is a diagram showing a processing flow of the waiting time management apparatus according to the second embodiment of the present invention. The difference from the processing flow shown in FIG. 3 is that the processing contents of steps S114 to S118 are slightly different and step S117 is added. Processing different from the processing flow shown in FIG. 3 will be described.
(Step S114) When the service data input unit 18 receives the input of the customer ID and service data, the service data input unit 18 displays the input service data in the waiting time management data entry corresponding to the input customer ID. The data is stored in the storage unit 22 as data. Here, the content of the service data is the service ID of the service used by the customer.
(Step S116) The correction unit 20 reads the waiting time management data entry corresponding to the input customer ID from the storage unit 22. Specifically, the actual waiting time data and the service ID are read out.
(Step S117) The correction unit 20 reads the average required time corresponding to the read service ID from the storage unit 22 as correction data.
(Step S118) The correction unit 20 corrects the read actual waiting time data based on the read average required time.

  According to the second embodiment described above, since the length of the waiting time is corrected based on the average required time of the service used by the customer, a subjective waiting time corresponding to the service time expected by the customer can be obtained. it can.

Instead of the average required time, a default value corresponding to the importance viewed from the customer may be set for each service content, and stored in association with the service ID. In that case, the subjective waiting time can be obtained by the same process as described above by setting, as a default value, a waiting time that can be allowed according to the importance as viewed from the customer of each service instead of the average required time. Or the method of adjusting the weight with respect to waiting time according to the importance seen from the customer of each service is also considered. In that case, the subjective waiting time is obtained by multiplying the actual waiting time by a weight. Thus, the setting of the default value is arbitrary, and it is only necessary to set correction data that can correct the actual waiting time from the viewpoint of the customer in some sense and define the correction method.
[Third Embodiment]
In the second embodiment of the present invention, the average required time for each service content is stored in association with the service ID as the default value of the correction data. In the third embodiment of the present invention, The average waiting time for each customer waiting for service is stored.

  FIG. 7 is a diagram showing a system configuration example of a waiting time management apparatus according to the third embodiment of the present invention. The difference from the system configuration example shown in FIG. 4 is that the service data input unit 18 has been deleted, the processing contents of the waiting state start time data input unit 12 and the correction data default stored in the storage unit 22. The content of the value.

  The storage unit 22 stores in advance an average waiting time for each number of customers waiting for service as a default value of correction data. FIG. 8 is a diagram illustrating an example of the correction data default value in the waiting time management apparatus according to the third embodiment of the present invention. As shown in FIG. 8, the number of customers waiting for service and the average waiting time for each number of customers are stored in association with each other.

  FIG. 9 is a diagram illustrating a data format example of the waiting time management data in the waiting time management apparatus according to the third embodiment of the present invention. The difference from the example of FIG. 2 is that the service ID item is replaced with the service waiting customer number item.

FIG. 10 is a diagram showing a processing flow of the waiting time management apparatus according to the third embodiment of the present invention. The difference from the processing flow shown in FIG. 6 is that step S114 is deleted and the processing proceeds to step S116 after step S112, and the processing contents of step S104 and steps S116 to S118 are slightly different. . Processing different from the processing flow shown in FIG. 6 will be described.
(Step S104) When the wait state start time data input unit 12 accepts the input of the customer ID, the data related to the wait state start time, and the data related to the number of customers waiting for service, the wait state start time data input unit 12 The data of the state start time and the number of customers waiting for service are stored in the storage unit 22 as data in the waiting time management data entry corresponding to the input customer ID. The waiting time management data entry corresponding to the input customer ID may be created when the waiting state start time data input unit 12 receives the input of the customer ID, or may be created in advance. .
(Step S116) The correction unit 20 reads the waiting time management data entry corresponding to the input customer ID from the storage unit 22. Specifically, the data of actual waiting time and the number of customers waiting for service are read.
(Step S117) The correction unit 20 reads the average waiting time corresponding to the read data of the number of customers waiting for service from the storage unit 22 as correction data.
(Step S118) The correction unit 20 corrects the read data of the actual waiting time based on the read average waiting time.

  According to the third embodiment described above, the waiting time is corrected based on the average waiting time corresponding to the number of customers waiting for service at the time when the customer starts the waiting state. A subjective waiting time can be obtained.

  The waiting time management apparatus according to the embodiment of the present invention can be implemented as hardware or computer software. For example, the functions of the waiting state start time data input unit 12, the waiting state end time data input unit 14, the actual waiting time calculation unit 16, the service data input unit 18, the correction unit 20, and the control unit 30 shown in FIG. If a program to be executed by a computer is created, and the program is read into a computer memory and executed, a waiting time management device can be realized.

  As shown in FIG. 11, the program that realizes the waiting time management apparatus according to the embodiment of the present invention can be a CD-ROM, CD-RW, DVD-R, DVD-RAM, DVD-RW, or a flexible disk. Not only the portable recording medium 84 but also any other storage device 88 provided at the end of the communication line 86, a storage device such as a hard disk or RAM of the computer system 82, or the recording medium 90. Often, when a program is executed, the program is loaded and executed on the main memory.

  The constituent elements of the waiting time management apparatus according to the embodiment of the present invention may be realized in any combination. A plurality of constituent elements may be realized as one member, or a single constituent element may be composed of a plurality of members.

It is a figure which shows the system configuration example of the waiting time management apparatus concerning the 1st Embodiment of this invention. It is a figure which shows the data format example of the waiting time management data in the waiting time management apparatus concerning the 1st Embodiment of this invention. It is a figure which shows the processing flow of the waiting time management apparatus concerning the 1st Embodiment of this invention. It is a figure which shows the system configuration example of the waiting time management apparatus concerning the 2nd Embodiment of this invention. It is a figure which shows the example of the data default value for correction | amendment in the waiting time management apparatus concerning the 2nd Embodiment of this invention. It is a figure which shows the processing flow of the waiting time management apparatus concerning the 2nd Embodiment of this invention. It is a figure which shows the system configuration example of the waiting time management apparatus concerning the 3rd Embodiment of this invention. It is a figure which shows the example of the data default value for correction | amendment in the waiting time management apparatus concerning the 3rd Embodiment of this invention. It is a figure which shows the data format example of the waiting time management data in the waiting time management apparatus concerning the 3rd Embodiment of this invention. It is a figure which shows the processing flow of the waiting time management apparatus concerning the 3rd Embodiment of this invention. It is a figure which shows the example of a computer environment.

Explanation of symbols

2: Waiting time management device 12: Waiting state start time data input unit 14: Waiting state end time data input unit 16: Actual waiting time calculation unit 18: Service data input unit 20: Correction unit 22: Storage unit
30: Control unit

Claims (8)

A waiting time management device for managing a waiting time of a customer in a store providing a service,
A storage unit for storing data;
A waiting state start time data input unit for receiving an input of a customer ID and a waiting state start time, and associating the customer ID with the waiting state start time and storing the same in the storage unit;
A waiting state end time data input unit for accepting input of the customer ID and waiting state end time, and storing the waiting state end time in association with the customer ID in the storage unit;
The waiting time start time associated with the customer ID and stored in the storage unit is subtracted from the waiting state end time associated with the customer ID and stored in the storage unit to calculate an actual waiting time, An actual waiting time calculating unit for associating the actual waiting time with a customer ID and storing it in the storage unit;
A service data input unit for receiving input of service data including the customer ID;
A correction unit for calculating a result of correcting the actual waiting time associated with the customer ID and stored in the storage unit based on the service required time of the service provided to the customer specified by the customer ID;
A waiting time management apparatus comprising: The waiting time management device according to claim 1,
The waiting time management apparatus characterized in that the service required time is a time required for a service provided to a customer specified by the customer ID. The waiting time management device according to claim 1,
The waiting time management apparatus, wherein the service required time is an average required time for a service provided to a customer specified by the customer ID. A waiting time management method executed by a waiting time management apparatus for managing a waiting time of a customer in a store providing a service,
Receiving an input of a customer ID and a waiting state start time, and storing the waiting state start time in association with the customer ID;
Receiving the customer ID and the waiting state end time, and storing the waiting state end time in association with the customer ID;
The waiting time start time stored in association with the customer ID is subtracted from the waiting state end time stored in association with the customer ID to calculate an actual waiting time, and the waiting time is calculated for the customer ID. Storing in association with each other;
Receiving service data including the customer ID;
Calculating a result of correcting the actual waiting time stored in association with the customer ID based on the service required time of the service provided to the customer specified by the customer ID;
The waiting time management method characterized by including. The waiting time management method according to claim 4,
The waiting time management method, wherein the service required time is a time required for a service provided to a customer specified by the customer ID. The waiting time management method according to claim 4,
The waiting time management method, wherein the required service time is an average required time for a service provided to a customer specified by the customer ID. A waiting time management program for causing a computer to execute a waiting time management method for managing waiting time of a customer in a store providing a service, the waiting time management method comprising:
Receiving an input of a customer ID and a waiting state start time, and storing the waiting state start time in association with the customer ID;
Receiving the customer ID and the waiting state end time, and storing the waiting state end time in association with the customer ID;
The waiting time start time stored in association with the customer ID is subtracted from the waiting state end time stored in association with the customer ID to calculate an actual waiting time, and the waiting time is calculated for the customer ID. Storing in association with each other;
Receiving service data including the customer ID;
Calculating a result of correcting the actual waiting time stored in association with the customer ID based on the service required time of the service provided to the customer specified by the customer ID;
A waiting time management program comprising: A waiting time management device for managing a waiting time of a customer in a store providing a service,
A storage unit for storing data;
Wait state start time data for accepting input of customer ID, wait state start time and number of customers waiting for service, and storing the waiting state start time and number of customers waiting for service in association with the customer ID in the storage unit An input section;
A waiting state end time data input unit for accepting input of the customer ID and waiting state end time, and storing the waiting state end time in association with the customer ID in the storage unit;
The waiting time start time associated with the customer ID and stored in the storage unit is subtracted from the waiting state end time associated with the customer ID and stored in the storage unit to calculate an actual waiting time, An actual waiting time calculating unit for associating the actual waiting time with a customer ID and storing it in the storage unit;
The actual waiting time associated with the customer ID and stored in the storage unit is corrected based on the average waiting time corresponding to the number of customers waiting for service stored in the storage unit and associated with the customer ID. A correction unit for calculating the result;
A waiting time management apparatus comprising: