JP5490272B1 - Method and system for measuring store response time - Google Patents

Abstract

In order to analyze the amount of office work in a window service, the time required for office work occurring for each transaction is measured as a unit time. However, for the measurement of unit time, a very analog method has been used, such as a measurer going to an actual window and measuring with a stopwatch. This is because there are cases where there are a plurality of persons in charge of transactions, and it is difficult to measure the unit time of one transaction.
The present invention relates the number tag management data received from the window reception system for managing the reception number and the book entry data inputted by the window business person, and includes the calling time included in the number tag management data. Based on the difference from the end time, the unit time for each transaction is calculated without changing the conventional business flow.
[Selection] Figure 8

Description

  The present invention relates to a method and system for measuring a storefront reception time. More specifically, the present invention relates to a method and system for measuring storefront response time (unit time) for each transaction in a window service in order to analyze the amount of work in the customer window.

  At the bank counter, use a counter reception system (for example, EYE-QUE (registered trademark)) to issue a number tag to the customer, and an available teller (the person in charge of the counter) presses the call button on the operation monitor. Thus, customers are called in the order of the number tags. In addition, the teller inputs the contents of the transaction with the customer to a computer terminal installed at each window.

  In such window work, it is important to aggregate and analyze the amount of work in order to optimize the allocation of resources such as personnel. To analyze the amount of work, for example, measure the time required for office work for each transaction (counter transfer, periodic cancellation, etc.), and use this as a unit time for each person in charge, for each customer attribute (older, foreigner) Etc.) and the average time is counted. In addition, the unit time is accumulated for each person in charge to calculate the operating rate with respect to business hours, and the correlation between the unit time for each transaction type and the acquired skill is analyzed.

  As described above, there has been a method and system for collecting and analyzing based on unit time that has been measured in advance, but measurement of unit time is extremely difficult, such as when a measurer goes to the actual window and measures with a stopwatch. Analog techniques have been used.

  The reason why such an analog method has been used is that there are cases where there are a plurality of persons in charge of transactions and it is difficult to measure the unit time of one transaction. In addition, it is not desirable that the burden on the person in charge increases during measurement. Furthermore, since there is a concern that the measured unit time may be different from the actual state due to changes in business contents due to aging, it is necessary to measure the unit time regularly.

  The present invention has been made in view of such problems, does not generate new personnel such as measurement personnel, and does not increase the burden on the person in charge (particularly without changing the conventional business flow), It is an object of the present invention to provide a method and system for measuring a unit time for each transaction in a window business. Also, in actual work, there may be cases where multiple transactions occur for one customer service, or the work may be handed over from the teller to the person in charge of the backyard (hereinafter referred to as the person in charge of the back). There is a need for a method and system that can measure the unit time for each transaction including these cases.

In order to achieve such an object, the present invention
A number tag management data storage unit that stores reception data received from a window reception system that manages a reception number for a customer waiting in turn in a window service as number tag management data, wherein the number tag management data is at least the number tag management data A number tag management data storage unit including a reception number, a reception counter number for identifying a reception counter, a call time indicating a time when a customer is called, and an end time indicating a response end time for the call time;
A book data storage unit for storing book data input by a person in charge of the counter service via a client computer, wherein the book data includes at least a terminal number for identifying the client computer and a book indicating a booked time A bookkeeping data storage unit including a time and a transaction type ID indicating the type of transaction in the window service;
The specific number tag management data is acquired from the number tag management data storage unit, the association between the reception counter number and the terminal number, and the entry time included between the calling time and the end time are used. The specific number tag management data and the book data are associated with each other, and the unit for the associated book data is based on the difference between the calling time and the end time included in the specific number tag management data. It is characterized in that it is equipped with a clerical work totaling means for calculating time.

  Further, in the invention described in the preceding paragraph, the bookkeeping data further includes a customer identification number for identifying a customer who has been served, and the work amount counting means further includes the customer identification number included in the associated bookkeeping data. By further acquiring the book data other than the associated book data including the same customer identification number, the book data other than the associated book data and the specific number tag management data are further associated. Features.

  Furthermore, in the inventions described in the preceding two paragraphs, when a plurality of the book data is associated with one number tag management data, the unit time is calculated based on the plurality of book data. The method includes determining a weight for each, and calculating the unit time for the plurality of book entries based on the difference weighted based on the weight.

In the invention described in the preceding three paragraphs, associating the specific number tag management data with the bookkeeping data includes associating by excluding data with the end time being empty,
The business amount totaling means further determines, based on the standard deviation of the unit time, the business amount total data including the unit time outside a specific range as abnormal data.

  As described above, according to the present invention, it is possible to measure the unit time for each transaction in the window business without changing the conventional business flow.

It is a figure which shows the network structure which concerns on one Embodiment of this invention. It is a block diagram which shows the structure of the business amount analysis server which concerns on one Embodiment of this invention. It is a figure which shows the data stored in the number tag management data storage part which concerns on one Embodiment of this invention. It is a figure which shows the data stored in the book data storage part which concerns on one Embodiment of this invention. It is a figure which shows the data stored in the window-terminal mapping data storage part which concerns on one Embodiment of this invention. It is a figure which shows the data stored in the business amount total data storage part which concerns on one Embodiment of this invention. It is a flowchart which shows the unit time measurement process which concerns on one Embodiment of this invention. It is a flowchart which shows the business amount totaling process which concerns on one Embodiment of this invention.

  Hereinafter, a unit time measurement system according to an embodiment of the present invention will be described in detail with reference to the accompanying drawings.

  First, an outline of the unit time measurement system will be described. FIG. 1 is a diagram showing a network configuration according to an embodiment of the present invention. In FIG. 1, a business analysis server 101 installed in a data center or the like has a plurality of window computers 103a, 103b,... Computer 103) and a plurality of rear computers 106n (hereinafter collectively referred to as "rear computer 106" installed for the person in charge of the rear. Only one is shown in FIG. 1 for convenience). It is configured. In FIG. 1, the business amount analysis server 101 is shown as a single server, but may be configured by a plurality of servers. The business amount analysis server 101 is also configured to communicate with a number tag issuing machine 105 that issues a number tag for customer service. The number tag issuing machine 105 is configured to communicate with operation monitors 104a, 104b,..., 104n (hereinafter collectively referred to as “operation monitor 104”) installed at the counter and used for customer calls. The number tag issuing machine 105 and the operation monitor 104 are generally called a window reception system.

  A customer who visits the bank holds a number tag issued from the number tag issuing machine 105 and waits for the turn. When an available teller presses the call button on the operation monitor 104 installed at the window he / she is in charge of, the number tag issuing machine 105 announces the number of the number tag issued first and the number on the electronic panel. Call the customer by displaying When the customer finishes receiving the customer, the caller presses the call button on the operation monitor 104 to call the next customer and repeats the above flow. This is a general flow of the window business using the window reception system.

  In the present embodiment, the number tag issuing machine 105 and the business amount analysis server 101 are configured to communicate with each other, so that the customer call time and the reception end time are obtained, and the transaction in the counter service is obtained from the difference between them. Measure each unit time.

  Next, the configuration of the business amount analysis server 101 will be described in detail with reference to the block diagram of FIG. In FIG. 2, only a necessary functional configuration is shown assuming a single computer system. However, the business amount analysis server 101 may be configured as a part of a multi-functional distributed system using a plurality of computer systems. it can.

  The office work analysis server 101 includes a CPU 201 and a storage device 207 including a RAM 203, an input device 204, an output device 205, a communication control device 206, and a nonvolatile storage medium (ROM, HDD, etc.) via a system bus 202. It has a connected configuration. The storage device 207 includes a program storage area for storing a software program for performing each function of the unit time measurement system, and a data storage area for storing data handled by the software program. Each means in the program storage area described below is actually an independent software program, its routine, component, etc., which is called from the storage device 207 by the CPU 201 and expanded in the work area of the RAM 203, while referring to the database and the like as appropriate. Each function is performed by being executed sequentially.

  The data storage area includes a number tag management data storage unit 221, a book data storage unit 222, a window-terminal mapping data storage unit 223, and an office work total data storage unit 224 if only those relevant to the present invention are listed. Both are fixed storage areas secured in the storage medium 207.

  The number tag management data storage unit 221 stores data relating to the issued number tags. FIG. 3 is a diagram showing data stored in the number tag management data storage unit according to the embodiment of the present invention. The number tag management data in FIG. 3 includes a “reception number” indicating a number attached to the number tag, a “ticketing time” indicating a time when the number tag is issued, a “response counter number” indicating a corresponding counter number, a customer It includes a “call time” indicating the time when the call is made and an “end time” indicating the time when the reception is completed. In FIG. 3, “response window number”, “end time”, and the like indicate empty records, but these indicate that the customer has not been called yet or is being handled.

  The book data storage unit 222 stores book data indicating transaction contents, which are input by the teller and the person in charge at the back of the window. FIG. 4 is a diagram showing data stored in the book data storage unit according to the embodiment of the present invention. The book entry data in FIG. 4 includes a “terminal number” for identifying the terminal that has performed data registration, a “book entry time” indicating the time of entry, that is, the time of entry of data, and the entry of the entry of data. It includes a “bookkeeper ID”, a “transaction type ID” indicating the type of transaction, and a “customer identification number” that identifies the customer. Here, the “transaction type ID” assigns a number to each type of transaction, such as “1” for cash withdrawal, “2” for cash deposit, “3” for bank transfer, etc. . Further, the “customer identification number” is, for example, an account number, but may be anything that can uniquely identify a transaction target. Since one customer may have a plurality of accounts, it should be understood that the “customer identification number” does not specify one customer.

  The window-terminal mapping data storage unit 223 stores data for associating a reception window with a terminal used at the window. FIG. 5 is a diagram illustrating data stored in the window-terminal mapping data storage unit according to the embodiment of the present invention. The window-terminal mapping data in FIG. 5 includes a “window number” corresponding to the “service window number” in FIG. 3 and a “terminal number” corresponding to the “terminal number” in FIG. However, the terminal number in the window-terminal mapping data is limited to that of the window computer 103. This is because a person in charge of the rear using the rear computer 106 cannot take over the rear computer 106 and the reception counter on a one-to-one basis because business is taken over from a plurality of tellers. Further, in another embodiment, the terminal number assigned to the window computer 103 is set to the same number as the window number, so that the “response window number” in FIG. 4 can be associated with the “terminal number”. In this case, the window-terminal mapping data and the window-terminal mapping data storage unit 223 are unnecessary and are not included in the embodiment.

  The business amount total data storage unit 224 stores business amount total data obtained by totaling unit time for each transaction in the counter service. FIG. 6 is a diagram showing data stored in the business amount total data storage unit according to the embodiment of the present invention. In FIG. 6, the business amount total data includes a “transaction type ID” indicating a transaction type, a “transaction date” indicating a transaction date, a “call time” indicating a customer call time, a window “End time” indicating the time when the service is completed, “Unit time” indicating the response time for each transaction in the counter service, “Customer identification number” for identifying the customer, and “Identifying customer attributes such as elderly and foreigners” Customer attribute ID ". Here, “customer attribute ID” is a number assigned to each customer attribute, such as “1” for normal customers, “2” for elderly people, “3” for foreigners, and so on. For example, it is held in a customer master (not shown) and can be obtained using a customer identification number. Further, the customer attribute ID on the business amount total data can be used when analyzing the influence of the customer attribute on the response time of the same transaction type.

  Next, only the software programs stored in the program storage area of the business amount analysis server 101 that are related to the present invention are listed. Data communication means 211, number tag management data creation means 212, book data creation means 213 , And a work amount totaling means 214. These means 211 to 214 are executed by the CPU 201.

  The data communication unit 211 exchanges data with other computers, such as receiving book data from the window computer 103 or the like, or providing a graphical user interface (GUI) to the window computer 103 or the like.

  The number tag management data creation means 212 creates number tag management data from the reception data received from the window reception system, and stores it in the number tag management data storage unit 221. Note that the number tag management data creation unit 212 is not required when the business amount analysis server 101 does not have the number tag management data and receives the reception data from the window reception system when the business amount analysis server 101 collects the business amount. Not included in the embodiment.

  The book data creation means 213 creates book data based on the transaction data related to the window service input via the GUI from the window computer 103 or the rear computer 106 and stores it in the book data storage unit 222.

  Based on the number tag management data and the bookkeeping data, the business amount totaling unit 214 creates business amount total data including unit time for each transaction and stores it in the business amount total data storage unit 224.

  Next, unit time measurement processing according to an embodiment of the present invention will be described along the flow with reference to the flowchart of FIG. 7 and the tables of FIGS.

  FIG. 7 is a flowchart showing unit time measurement processing according to an embodiment of the present invention. First, in step 701, a receipt number is issued in response to the customer visiting the store pressing the ticket issuing button of the number tag issuing machine 105, and the number tag issuing machine 105 issues a number tag with the receipt number. . In response to the receipt of the receipt number, the number tag issuing machine 105 creates receipt data (step 702). The reception data is the same as or similar to the number tag management data as shown in FIG. In the reception data creation stage in step 702, the reception data stores the number of the issued ticket and the ticket issuing time. It should be understood that the issue of the receipt number in step 701 is not limited to the case using the number tag issuing machine 105. For example, when a customer holds a smartphone over a reception machine installed in a store, a number tag is distributed (ticketing) as electronic data, or a customer's mobile terminal registered in advance enters the store If a number tag is detected by e-mail, a receipt number can be issued in various situations.

  Next, when the call button on the operation panel 104 is pressed by the teller, the number tag issuing machine 105 receives a customer call instruction (step 703). In response to the customer call instruction, the number tag issuing machine 105 updates the received data (step 704). In the reception data update in step 704, the reception counter number and the calling time are stored. Here, the service counter number is an identification number of the operation panel 104, a service number associated with the operation panel 104, or the like.

  Next, when transaction data relating to customer service is input by the teller via the window computer 103, the transaction data is collected as book data in the business amount analysis server 101 (step 705). The book data is data as shown in FIG. 4, and one record of book data corresponds to one transaction data. In the entry data, a terminal number that is the identification number of the window computer 103 that made the input, an entry time that is a system date at the time of data creation, a transaction type ID that indicates the type of transaction, and the like are stored. Here, it should be understood that there is not always one type of transaction for a single customer service (for example, when a transfer is made after cash payment, or a two-line process in which work is transferred from a teller to a back person in charge. in the case of).

  If there are more transactions, the process proceeds to the Yes route in Step 706, and when the next transaction data is input by the teller or the person in charge of the back, further book data is created in Step 705 (for example, FIG. 4). A new record is created in the book data).

  If the next transaction does not exist, the process proceeds to the No route in Step 706, and the number tag ticket issuing machine 105 responds by pressing the end button (or the call button for the next customer) of the operation panel 104 by the teller. An end instruction is received (step 707). In response to the response termination instruction, the number tag issuing machine 105 updates the reception data (step 708). In the reception data update in step 708, the end time is stored. When step 708 is executed, this process ends.

  Next, with reference to the flowchart of FIG. 8 and the table of FIGS. 3-6, the business amount totaling process according to the embodiment of the present invention will be described along the flow.

  FIG. 8 is a flowchart showing a business amount totaling process according to an embodiment of the present invention. The aggregation process is a process that is executed in a nightly batch or the like, for example, as a monthly work amount aggregation at the end of the month. First, in step 801, the business amount analysis server 101 acquires reception data from the window reception system (step 801). At this time, it should be understood that the reception data to be acquired is data within a date range (for example, for the previous month) in which the amount of work is counted. That is, the acquired reception data is the same as or similar to the number tag management data as shown in FIG. 3, but does not include data in which the calling time and end time are not stored as shown in FIG. .

  Next, book data associated with the acquired reception data is acquired (step 802). The association is described with reference to FIGS. 3 and 4. The entry data having the entry time between the reception time and the end time of the reception data is associated with the reception data. At this time, the reception counter number of the reception data and the terminal number of the book data are also associated. The service counter number and the terminal number are associated using a mapping table as shown in FIG. 5, but in another embodiment, the service counter number and the terminal number can be associated with each other by having the same value. However, the book data that can be associated with the reception desk number and the terminal number is limited to data that is entered (input) by the window computer 103 (hereinafter referred to as “window book data”). That is, in the case of the two-line processing, the rear person in charge takes over the work from a plurality of tellers, so the rear computer 106 and the counter computer 103 are not linked one-on-one. For this reason, it is necessary to devise the following means for associating data recorded by the rear computer 106 (hereinafter referred to as rear book data) with the contact book data and thus the reception data.

  In the case of two-line processing, since the customer identification number included in the contact book data and the back book data is the same, the back book data is obtained using the customer identification number of the contact book data linked in step 802 as a search key. (Step 803). For example, the first to third records in FIG. 4 have the same customer identification number, but the terminal numbers are different between “2005” and “2103”, indicating that a two-wire process has been performed. If the terminal number “2005” represents one of the contact computers 103 and the first record is the contact record data acquired in step 802, in step 803, the customer identification number of the first record is used as a search key. The second record and the third record, which are backward entry data, are acquired. In this case, the book data that can be acquired for one received data is a total of three items, one for the contact book data and two for the back book data.

  It should be noted that when the contact book data and the back book data are associated with the customer identification number in step 803, for example, when the customer uses the contact multiple times within a day, the corresponding book data and back book data are In some cases, it cannot be determined and cannot be correctly linked. In order to prevent this, the backward entry data having the entry time after the calling time of the reception data associated with the contact entry data and the contact entry data are associated in order from the latest entry time.

  Returning to the description of FIG. 8, the processes in steps 802 and 803 are repeated for the number of received data items acquired in step 801, and then whether or not the acquired book data is one for each received data item. A determination is made (step 804). If there is only one entry data acquired for the received data, the process proceeds to a Yes route in step 804 to create work amount total data (step 805). The business amount total data is data as shown in FIG. The business amount total data is created for each transaction, and the transaction type ID, transaction date, customer identification number, and customer attribute ID are created based on the book data. The call time and end time are created based on the reception data associated with the book data. The unit time is calculated in step 805. The method for calculating the unit time differs depending on whether the book data acquired for the received data is one or more. If there is only one entry data acquired for the received data, it is simply the difference between the call time and the end time.

  On the other hand, when there are a plurality of pieces of book data acquired for the received data (No route in step 804), a weight is determined for each of the plurality of book data (step 806), and a response time is calculated using the weights. calculate. The weight can be a value determined in advance using a parameter such as a transaction type, or can be prorated based on an average unit time for a single transaction for each transaction type. Moreover, it can also be equally divided by the number of book data. As a specific weighting method, for example, it is assumed that there are three pieces of book data acquired for the received data, and each weight is predetermined at 5: 3: 2 for each transaction type. Since the reception data linked to the three entry data is one and the call time and end time in the three entry data are the same (for example, the lower three records in FIG. 6), the call time and the end time are The difference is divided based on the determined weight, and each reception time is calculated. Taking the lower three records in FIG. 6 as an example, the difference between the call time and the end time is “00:20:50”. When this is divided based on the weight of 5: 3: 2, each “00: 10:25 ”,“ 00:06:15 ”, and“ 00:04:10 ”. It can be simply divided equally into “00:04:15” (or “00:04:20”). When step 805 is executed, the process ends.

  As described above, in step 707 of FIG. 7, when the end button (or the call button for the next customer) of the operation panel 104 is pressed by the teller, an instruction to end the reception is received. It is assumed that forgetting to press occurs. In such a case, abnormal data may be generated such that the end time is left empty in the number tag management data as shown in FIG. 3 or an abnormal value is stored. The following processing can be added to the business amount totaling process in FIG. 8 so that such abnormal data does not affect the business amount totaling data created in step 805 of FIG.

  As one of the processes to be added, when the received data is acquired in step 801, it is possible not to acquire data with an empty end time. Further, as another additional process, the specific data can be determined as abnormal data based on the standard deviation of the response time from the work amount total data created in Step 805 (for example, the average value of the response time ± 2σ) Data outside the range is determined as abnormal data).

Claims (6)

It is a system for measuring the storefront response time (unit time) for each transaction in the window business,
A number tag management data storage unit that stores reception data received from a window reception system that manages reception numbers for waiting customers in the window service as number tag management data, wherein the number tag management data is at least: A number tag management data storage unit including the reception number, a reception counter number for identifying a reception counter, a call time indicating a time when a customer is called, and an end time indicating a response end time for the call time;
A book data storage unit for storing book data input by a person in charge of the counter service via a client computer, wherein the book data includes at least a terminal number for identifying the client computer and a book indicating a booked time A bookkeeping data storage unit including a time and a transaction type ID indicating the type of transaction in the window service;
The specific number tag management data is acquired from the number tag management data storage unit, the association between the reception counter number and the terminal number, and the entry time included between the calling time and the end time are used. The specific number tag management data and the book data are associated with each other, and the unit for the associated book data is based on the difference between the calling time and the end time included in the specific number tag management data. A system characterized by comprising a work amount counting means for calculating time.   The bookkeeping data further includes a customer identification number for identifying a customer who has been served, and the work amount counting means further includes the customer identification number identical to the customer identification number included in the associated bookkeeping data, 2. The book data other than the associated book data is further associated with the specific number tag management data by acquiring the book data other than the associated book data. The system described in.   When a plurality of book data is associated with one number tag management data, calculating the unit time determines a weight for each of the plurality of book data, and the weight The system according to claim 1, further comprising: calculating the unit time for the plurality of entry data based on the difference weighted based on the system. Associating the specific number tag management data with the bookkeeping data includes associating the data with an empty end time,
4. The work amount totaling means further determines the work amount total data including the unit time outside a specific range as abnormal data based on a standard deviation of the unit time. A system according to any of the above. A method for measuring the storefront response time (unit time) for each transaction in the window service,
Receiving reception data from a window reception system for managing reception numbers for customers waiting for turn in the window service, and storing it as number tag management data, wherein the number tag management data includes at least the reception number; A step of storing, including a reception counter number for identifying a reception counter, a call time indicating a call time of a customer, and an end time indicating a response end time for the call time;
Receiving and storing book data input by a contact person in charge through a client computer, wherein the book data includes at least a terminal number for identifying the client computer, and a book time indicating a booked time; Storing a transaction type ID indicating a transaction type in the window service;
Obtaining the specific number tag management data from the number tag management data storage unit;
Correlating the specific number tag management data and the bookkeeping data using the bookkeeping time included between the call time and the end time, associating the service counter number with the terminal number;
Calculating the unit time for the associated book data based on a difference between the call time and the end time included in the specific number tag management data. A computer program having computer-executable instructions for causing a computer to execute a method of measuring a storefront response time (unit time) for each transaction in a window service, the method comprising:
Receiving reception data from a window reception system for managing reception numbers for customers waiting for turn in the window service, and storing it as number tag management data, wherein the number tag management data includes at least the reception number; A step of storing, including a reception counter number for identifying a reception counter, a call time indicating a call time of a customer, and an end time indicating a response end time for the call time;
Receiving and storing book data input by a contact person in charge through a client computer, wherein the book data includes at least a terminal number for identifying the client computer, and a book time indicating a booked time; Storing a transaction type ID indicating a transaction type in the window service;
Obtaining the specific number tag management data from the number tag management data storage unit;
Correlating the specific number tag management data and the bookkeeping data using the bookkeeping time included between the call time and the end time, associating the service counter number with the terminal number;
A computer program comprising: calculating the unit time for the associated book data based on a difference between the calling time and the end time included in the specific number tag management data.

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