JP6360844B2 - Order management system, order management apparatus and program - Google Patents

Description

  The present invention relates to a management technique for managing waiting for customers in facilities such as restaurants, stores, banks, hospitals, and government offices.

  Conventionally, in a facility such as a restaurant, a store, a bank, a hospital, and a government office, various systems for managing the order of customers waiting for service are employed. For example, in Patent Literature 1, when waiting information for restaurant reservations is input to the waiting management device and the number of reserved seats is available, the waiting waiting management device sends a reservation to the reservation person's mobile phone. An order waiting management system that notifies order arrival information is disclosed.

JP 2004-94380 A

  For example, in a conventional system such as Patent Document 1, reception is performed in the order in which a customer visits a facility. Therefore, even customers who require special support, such as so-called customers who frequently use facilities and wheelchair users, must wait in the same order as other general customers. However, there is a demand on the facility side to accept such a specific customer order in preference to a general customer and provide a service without waiting for a long time. In addition, some customers want to be introduced to their seats quickly because additional costs may be required, so the facility also wants to differentiate services by responding to such customers. There is a request.

  The present invention has been made in view of the circumstances described above, and provides an order management system, an order management apparatus, and a program capable of receiving a specific customer's order with priority over a general customer's order waiting. One of the purposes is to do.

  An order management system according to one aspect of the present invention is an order management system that manages waiting for a customer in a facility. The order management system receives an input operation for waiting for a new order, and receives reception information indicating that the waiting for order is received. A receiving terminal to generate, an order management terminal that receives a change operation of the waiting status indicating the status of each waiting queue, and generates status change information indicating that the waiting status has been changed, the receiving terminal, and the order management An order management server that is connected to a terminal via a communication network and that manages the order wait based on the reception information and the status change information, the order management server accepting the order wait received by the reception terminal A table creation unit that creates a table arranged in chronological order, and a connection with the order management server via the communication network. Based on reservation information input from a possible terminal device, a reception processing unit that accepts a new waiting order separately from the reception terminal, and an order corresponding to the reservation information when the reservation information satisfies a predetermined condition And an interrupt processing unit that inserts a waiting in a predetermined order in the order of waiting in the table.

  In the order management system, the predetermined condition may be that the reservation information includes identification information for specifying a privilege given in advance to the customer.

  Further, in the order management system, the interrupt processing unit may insert an order wait corresponding to the reservation information at the head of the arrangement order.

  Further, in the order management system, when the reservation information includes information designating a reservation time, the interrupt processing unit estimates a time when each turn waiting order arranged in the table arrives, and at the estimated time On the basis of this, the order in which the order waits corresponding to the reservation information are inserted in the arrangement order may be determined.

  Moreover, in the order management system, the order management server stores a privilege management database that stores identification information for specifying the privilege, a usage status indicating a usage status of the privilege, and a privilege for managing the privilege management database. A management unit, wherein the usage status is a first status in which the privilege has not been used yet, and a second status in which a waiting order involving the use of the privilege is accepted And the third status in which the privilege has been used, and the privilege management unit sets the usage status of the privilege to the first status when a waiting sequence involving the use of the privilege is inserted in the order. When the status is changed from 1 status to the second status, and the turn waiting sequence involving the use of the privilege has arrived, the usage status of the privilege is changed. From the serial second status may be changed to the third status.

  In the order management system, the privilege management unit may change the use status of the privilege from the second status to the first status when the order waiting with the use of the privilege is canceled after being inserted in the arrangement order. You may change to

  An order management apparatus according to another aspect of the present invention is an order management apparatus used in an order management system for managing waiting orders of customers in a facility, accepting a new waiting order input operation, and accepting the waiting order. A reception terminal that generates reception information indicating that the status is waiting, and an order management terminal that receives a change operation of the waiting status indicating the status of each waiting queue and generates status change information indicating that the waiting status has been changed. A communication interface that transmits and receives information via a communication network, a table creation unit that creates a table in which waiting orders received by the receiving terminal are arranged in order of receiving time, and the order management device via the communication network Based on the reservation information input from the connectable terminal device, a new turn waiting is received separately from the receiving terminal. And an interrupt processing unit that, when the reservation information satisfies a predetermined condition, inserts an order wait corresponding to the reservation information into a predetermined order in the order of the order wait in the table. Is.

  A program according to still another aspect of the present invention is a program to be executed by a sequence management device used in a sequence management system that manages a customer's sequence wait in a facility, and the sequence management device receives a new sequence wait input. A receiving terminal that receives an operation and generates reception information indicating that the turn waiting has been received, and a status change that indicates that the turn waiting status has been changed by receiving a change operation of the turn waiting status that indicates the status of each turn waiting A step (a) of creating a table that is connected to a sequence management terminal for generating information and arranged in order of reception time in order of reception received by the reception terminal, and the sequence management via the communication network Based on reservation information input from a terminal device connectable to the device, a new A step (b) of accepting a waiting time, and a step of inserting a waiting time corresponding to the reservation information in a predetermined order of the order of waiting in the table when the reservation information satisfies a predetermined condition (c) ) And are executed.

  According to the present invention, when the reservation information transmitted from the customer terminal satisfies a predetermined condition, the waiting for the order corresponding to the reservation information is changed to a predetermined order of the order of waiting for the order received by the receiving terminal. Since it is inserted, it becomes possible to preferentially accept the order of a specific customer with respect to a general customer's order waiting.

It is a figure which shows schematic structure of the order management system which concerns on embodiment of this invention. It is a block diagram which shows the main structures of the reception terminal and order management terminal which concern on embodiment of this invention. It is the figure which illustrated the mode switching window. It is the figure which illustrated the operation screen (acceptance screen) in customer mode. It is the figure which illustrated the operation screen (status operation screen) in shop assistant mode. It is a block diagram which shows the main structures of the order management server which concerns on embodiment of this invention. It is a sequence diagram which shows operation | movement of the order management system which concerns on embodiment of this invention. It is the figure which illustrated the screen (login screen) of the customer's terminal device. It is the figure which illustrated the screen (reservation start screen) of a customer's terminal device. It is the figure which illustrated the screen (reservation time input screen) of a customer's terminal device. It is the figure which illustrated the screen (ticket number input screen) of the customer's terminal device. It is the figure which illustrated the screen (reservation completion screen) of a customer's terminal device. It is the figure which illustrated the status operation screen in which the interruption process of waiting for an order was made.

  Hereinafter, embodiments of the present invention will be described in detail with reference to the drawings. In addition, the same code | symbol is attached | subjected to the same element and the overlapping description is abbreviate | omitted.

Embodiment In this embodiment, a restaurant is described as an example of a facility that manages waiting for a turn. However, the present invention is not limited to this, and the turn management system according to the present invention has visited stores, banks, hospitals, government offices, and the like. Applicable to any facility that responds to customers in order.

(1) Configuration of Embodiment FIG. 1 is a diagram illustrating a schematic configuration of an order management system 1 according to the present embodiment.
The order management system 1 is a system that manages waiting orders of customers who visit a facility such as a restaurant. As shown in the figure, the order management system 1 displays a receiving terminal 100 that accepts an input operation waiting for a turn, a printer 200 that prints a waiting receipt slip (numbered ticket), and a waiting state (status). At the same time, there are provided an order management terminal 300 for accepting an operation for changing the order waiting status, and an order management server 400 for managing the order waiting. Among these, the reception terminal 100, the order management terminal 300, and the order management server 400 are connected via the communication network N. Also connected to the communication network N is a customer terminal 500 which is a terminal device that can be operated by the customer. The customer terminal 500 is, for example, a mobile terminal such as a smartphone or a mobile phone carried by the customer, a tablet terminal, or a personal computer.

  In FIG. 1, the reception terminal 100 and the order management terminal 300 are illustrated one by one. However, the present invention is not limited to this, and a plurality of these devices may be provided and connected to the communication network N. Good. For example, a plurality of reception terminals 100 and order management terminals 300 may be installed in one restaurant, or one or more reception terminals 100 and order management terminals 300 may be installed in a plurality of branches of the same series. You may do it. Facility ID is given to the reception terminal 100 and the order management terminal 300 as identification information for specifying the facility where each device is installed.

  The communication network N includes a communication network that can transmit and receive information to and from the reception terminal 100, the order management terminal 300, the order management server 400, and the customer terminal 500. The communication network N may be, for example, the Internet, a LAN, a dedicated line, a telephone line, a corporate network, a mobile communication network, Bluetooth, WiFi (Wireless Fidelity), other communication lines, a combination thereof, or the like. Regardless of whether it is wired or wireless.

  FIG. 2 is a block diagram illustrating main components of the reception terminal 100 and the order management terminal 300. As the reception terminal 100 and the order management terminal 300, data can be exchanged with other communication devices such as a tablet terminal, a personal computer (PC), a notebook PC, a smartphone, a mobile phone, and a personal digital assistant (PDA) via a communication network. Any possible terminal device can be used. In the present embodiment, the tablet terminal 110 is used as the reception terminal 100 or the order management terminal 300 by installing a dedicated application on the tablet terminal 110 illustrated in FIG. 2 and switching the operation mode during execution of the application. The operation mode will be described later.

  The tablet terminal 110 includes a communication interface 120, an input unit 130, a display unit 140, a storage unit 150, and a processor 160.

  The communication interface 120 is a hardware module for connecting the tablet terminal 110 to the communication network N and communicating with other terminals on the communication network N. The communication interface 120 is, for example, a modulation / demodulation device such as an ISDN modem, an ADSL modem, a cable modem, an optical modem, or a soft modem.

  The input unit 130 is an input device such as various operation buttons or the touch panel 131, and accepts input operations such as acceptance of waiting for a new customer's turn and change of a waiting state.

  The display unit 140 is configured by a liquid crystal display, for example, and displays an operation screen for accepting an order waiting, an order waiting status, and the like.

  The storage unit 150 is, for example, a logical device provided by a storage area of a physical device. The physical device is a computer-readable recording medium such as a disk drive or a semiconductor memory (ROM, RAM, etc.). The storage unit 150 may be constructed by mapping a plurality of physical devices to one logical device, or may be constructed by mapping one physical device to a plurality of logical devices.

  The storage unit 150 stores an operating system program, a driver program, various data, and the like. Examples of the driver program include a communication interface driver program for controlling the communication interface 120. In addition to these various programs and various data, the storage unit 150 stores an order management application AP1 for managing the waiting order of customers by being executed by the processor 160.

  The processor 160 includes an arithmetic and logic unit (such as a CPU) that processes arithmetic operations, logic operations, bit operations, and the like and various registers, and executes various programs stored in the storage unit 150 to execute the program of the tablet terminal 110. Centrally control each part. The various registers are, for example, a program counter, a data register, an instruction register, a general-purpose register, and the like.

  The function unit realized by the processor 160 executing the order management application AP1 includes a customer mode execution unit 161 that executes a customer mode in which a customer who visits a facility operates the tablet terminal 110 to receive a waiting order. A clerk mode execution unit 162 that executes a clerk mode for managing the waiting status by operating the tablet terminal 110 by the clerk or manager of the facility, and a mode switching unit 163 that switches between the customer mode and the clerk mode are included. In addition, a mode may be provided in which the tablet terminal 110 is connected to a large-sized external display, and a list of waiting states is displayed on the external display.

  FIG. 3 is a diagram illustrating a mode switching window displayed on the display unit 140. As shown in FIG. 3, the mode switching window M1 includes a button m11 for selecting a customer mode, a button m12 for selecting a store clerk mode, a change button m13 for determining change contents, and a mode switching. An operation button m14 for closing the window M1 is provided.

  The mode switching operation is performed by a person having operation authority such as a shop clerk or manager of the facility. When the person having the operation authority inputs the correct facility ID and passcode to the tablet terminal 110 and succeeds in authentication, the mode switching unit 163 displays the mode switching window M1 shown in FIG. When a person with operation authority operates the touch panel 131 to select any one of the customer mode, the clerk mode, and the external display mode, and closes the mode switching window M1, the selected mode is set in the tablet terminal 110. Is done.

<Customer mode>
The customer mode is a mode in which an overview of the current waiting state is displayed and a customer who has visited the facility can operate the touch panel 131 to accept a new waiting input.

  FIG. 4 is a diagram exemplifying an operation screen displayed on the display unit 140 under the control of the customer mode execution unit 161, and shows a reception screen M2 that accepts a new turn waiting by operating the touch panel 131. The reception screen M2 displays a number list display column m21 for displaying a list of reception numbers given to customers (groups) waiting for the turn and the number of groups waiting for the turn (number of waiting groups). A waiting group number display field m22 and a reception start button m23. In addition, instead of the number of waiting groups, or an indication of the waiting time may be displayed together with the number of waiting groups.

  In addition, what item should be input may be determined according to the intention of the facility manager or the like. For example, in a facility such as a bank, a hospital, or a government office, a plurality of reception items (for example, in the case of a bank, an account opening, a deposit / withdrawal transaction, a loan consultation, etc.) may be provided, and a waiting order may be received for each reception item. In the case of a restaurant, a desired seat type (table seat, counter, etc.) may be input.

  The customer mode execution unit 161 displays the above-described reception screen M2 on the display unit 140, and also receives information on the latest order wait status (hereinafter referred to as status information) from the order management server 400, and based on this status information , Update the number list.

  In addition, when a predetermined operation (for example, a tap operation) is performed on the reception start button m23 on the reception screen M2, the customer mode execution unit 161 generates reception information indicating that a new waiting for a turn has been received, and the communication network N To the order management server 400. The reception information includes a reception number, a reception time, the number of people, and the like.

  In the present embodiment, the receipt number is used as the identification information given to the customer waiting for the turn, but the identification information is not limited to this. For example, a code such as an alphabet or a kana, a combination of a numeral and an alphabet or a kana, or a specific word (for example, a surname or a first name) input by a customer can be used. Further, even when the reception number is used, it is not always necessary to use serial numbers (in ascending order), and numbers issued at random may be used.

  Furthermore, the customer mode execution unit 161 causes the printer 200 to output a reception slip (number table) on which the reception number is displayed when reception of waiting for the turn is completed. Or customer mode execution part 161 may transmit a receipt number to portable terminals, such as a mobile phone and a smart phone which a customer who performed reception operation possesses, and may display on a screen.

<Clerk mode>
The salesclerk mode is a mode in which a waiting order status is displayed for each reception number, and a change in the waiting order status is received by causing the salesclerk of the facility to operate the touch panel 131.

  FIG. 5 is a diagram exemplifying an operation screen displayed on the display unit 140 under the control of the store clerk mode execution unit 162, and shows a status operation screen M <b> 3 that receives an update of the waiting status by operating the touch panel 131. . The status operation screen M3 includes a list display column m31 in which reception numbers given to customers (groups) waiting for a turn are displayed in a list format, a call number display column m34 in which a reception number currently being called is displayed, A reception button m35 that is operated when the store clerk receives the turn waiting.

  In each line m32 of the list display column m31, the reception number, the reception time, the number of people in one group, and the current waiting status are displayed. When the clerk mode execution unit 162 receives the latest status information from the order management server 400, the clerk mode execution unit 162 updates the list display column m31 based on the received status information.

  Here, in the waiting status, “uninvoked” in which the customer's turn has not yet arrived, “calling” in which the turn has arrived and the customer has been called, There is "Guided" which is a state of guiding to the seat.

  In the present embodiment, an operation button group m33 for changing the waiting status is displayed in each row m32 by a predetermined operation. As an operation for displaying the operation button group m33, for example, an operation of swiping a line whose status is to be changed from right to left can be cited. FIG. 5 shows a state where the operation button group m33 is displayed for the row m32 of the receipt number “104”.

  In the operation button group m33, “Cancel” means canceling the waiting in turn. “Change” means that the details (number of people, etc.) of the waiting order once entered are changed. “Call” means to call a customer whose turn has arrived. Specifically, the reception number that has arrived in order is displayed on the display, or the terminal carried by the customer is notified by telephone or e-mail. By this operation, the order waiting status is changed from “not yet called” to “calling”. “Guidance” means that the customer who has arrived in the order is guided to the reception desk. By this operation, the order waiting status is changed from “calling” to “guided”. The change operation is not limited to “cancel”, “change”, “call”, and “guidance”, but can be appropriately set and changed by an administrator or the like according to the business form of the facility. is there.

  When a predetermined operation (for example, a tap operation) is performed on any of the operation button groups m33 on the status operation screen M3, the clerk mode execution unit 162 generates status change information that instructs to change the waiting status, The data is transmitted to the order management server 400 via the communication network N.

  In the clerk mode, it is also possible for the clerk to accept a new queue while talking with the customer. In this case, when a predetermined operation (for example, a tap operation) is performed on the reception button m35, the clerk mode execution unit 162 starts a new reception operation.

  In this embodiment, the order management application AP1 is installed in the tablet terminal 110, the tablet terminal 110 set in the customer mode is used as the reception terminal 100, and the tablet terminal 110 set in the store clerk mode is used as the order management terminal 300. . The tablet terminal 110 used as the reception terminal 100 and the tablet terminal 110 used as the order management terminal 300 may be the same model or different models.

  FIG. 6 is a block diagram showing the main configuration of the order management server 400. The order management server 400 is configured by, for example, a computer having a high arithmetic processing capability, and realizes a server function for managing the waiting in cooperation with the receiving terminal 100 and the order management terminal 300 by executing a predetermined program. It is. Here, the number of computers constituting the order management server 400 is not necessarily one, and may be composed of a plurality of computers distributed on the communication network N.

  As illustrated in FIG. 6, the order management server 400 includes a communication interface 410, a storage unit 420, and a processor 430.

  The communication interface 410 is a hardware module for connecting to the communication network N and communicating with other terminals on the communication network N. The communication interface 410 is a modulation / demodulation device such as an ISDN modem, an ADSL modem, a cable modem, an optical modem, or a soft modem.

  The storage unit 420 is, for example, a logical device provided by a storage area of a physical device. The physical device is a computer-readable recording medium such as a disk drive or a semiconductor memory (ROM, RAM, etc.). The storage unit 420 may be constructed by mapping a plurality of physical devices to one logical device, or may be constructed by mapping one physical device to a plurality of logical devices.

  The storage unit 420 stores various programs including an operating system program and a driver program and various data used during the execution of these programs. Specifically, the storage unit 420 includes an order management program AP2 to be executed by the processor 430, an order management database DB1, a customer management database (DB) DB2, and a ticket management database (DB) used during the execution of this program. ) DB3 is stored.

  The order management database DB1 is a database for managing the reception terminal 100 and the order management terminal 300 for each facility, and includes a client management table TA1 and a status management table TA2.

  In the client management table TA1, a unique ID and a passcode (account) are registered in association with each facility. For example, when there are a plurality of branches, “ID: A1...” And “passcode: AA2...” Are set for the reception terminal 100 and the order management terminal 300 used in “branch A”. ing. The ID and passcode for each facility are set, for example, by an administrator who performs management waiting in each facility at the time of system introduction. When a plurality of reception terminals 100 and order management terminals 300 are used in one facility, the same ID and passcode may be used. For example, a plurality of IDs and passwords may be used according to predetermined conditions. Anyway.

  In the status management table TA2, a waiting list for each facility is registered. This waiting list includes a list of waiting reception numbers and a waiting status for each receiving number. The registered contents of the status management table TA2 are updated based on the reception information transmitted from the reception terminal 100, the status change information transmitted from the order management terminal 300, and information input from the interrupt processing unit 434 described later. The

  The customer management database DB2 stores information related to customers who use facilities. Specifically, customer identification information (customer ID), password, customer name, age, sex, and other attribute information, facility usage history, ticket-related information, and the like are stored. In addition, it may be registered in the customer management database DB2 that special support is required such as the accumulation of the amount of money spent at the facility or the use of a wheelchair.

  Here, a ticket is an electronic security that can be exchanged for a right (privilege) that allows a customer to receive a special service at a facility. The privilege includes a right that can be interrupted at the head of the order in which general customers wait for a turn, a right that can be interrupted at a specified time, and the like. In the present embodiment, the facility provides a privilege to the customer in the form of issuing a ticket, and the customer can receive the service of the privilege by presenting the ticket.

  For example, the ticket may be provided free of charge to a customer who has a cumulative total of one year of usage or a predetermined amount or a customer who has registered in advance that special support is required. Alternatively, the customer may be able to purchase a ticket for a fee. The amount of the ticket may be set for each time, a discount price for a set of a plurality of times (for example, 5 times) may be set, or a fixed amount such as a monthly amount or an annual amount may be set.

  Information on tickets stored in the customer management database DB2 includes the number of tickets held by the customer, identification information of each ticket (ticket number, symbol, etc.), expiration date of each ticket, and the customer using the ticket within a predetermined period. Includes information such as the number of times.

  The ticket management database DB3 is a privilege management database for storing ticket management information as a privilege. Ticket management information includes ticket identification information such as ticket numbers and symbols, ticket expiration dates, identification information of customers who have ticket usage rights (customer IDs), statuses indicating the usage status of tickets, and facilities during a predetermined period. It includes information such as the upper limit number of times for accepting the use of the ticket (for example, up to an upper limit of 5 times per day).

  Here, the status indicating the usage status of the ticket (hereinafter referred to as the usage status of the ticket) includes “unexercised” (first status) in which the ticket has not been used yet, and waiting in turn with the usage of the ticket. Includes “provisional exercise” (second status), and “exercised” (third status) indicating that the ticket has been used. The management information of each ticket is managed in association with the customer information of the customer who holds the ticket.

  The processor 430 includes an arithmetic logic unit (CPU or the like) that processes arithmetic operations, logical operations, bit operations, and the like, and various registers, and executes various programs stored in the storage unit 420 to execute the order management server 400. Central control of each part. In addition, the processor 430 implements the order management function in cooperation with the reception terminal 100 and the order management terminal 300 by executing the order management program AP2.

  Specifically, the functional units realized by the processor 430 executing the order management program AP2 include a table creation unit 431, an order wait status change unit 432, a web reception processing unit 433, and an interrupt processing unit 434. Ticket management unit (privilege management unit) 435.

  When receiving the reception information from the reception terminal 100, the table creation unit 431 additionally registers the new order waits in the status management table TA2 in chronological order so that the order waits are arranged in the order of the reception time in the reception terminal 100. A status management table TA2 is created.

  When receiving the status change information from the order management terminal 300, the order waiting status change unit 432 updates the order waiting status in the status management table TA2 according to the received status change information.

  The web reception processing unit 433 receives a new waiting for a turn separately from the reception terminal 100 based on the reservation information input from the customer terminal 500.

  When the reservation information satisfies a predetermined condition with respect to the turn waiting received by the web reception processing portion 433, the interrupt processing unit 434 waits for the turn waiting of the turn waiting order already stored in the status management table TA2. Insert in a predetermined order. Here, the predetermined condition is, for example, the day in the facility where the reservation information includes a valid ticket number for using the privilege, and the reception time waiting for the turn is the period or time period in which the ticket can be used. The number of times the ticket can be accepted is not exceeded.

  The ticket management unit 435 manages the usage status of tickets registered in the ticket management database DB3. Specifically, when a turn waiting with ticket use is inserted into the status management table TA2 by the interrupt processing unit 434, the use status of the ticket is changed from “not exercised” to “provisional exercise”. Further, in the status management table TA2, when the order waiting status accompanying the use of the ticket is changed to “Guided”, the use status of the ticket is changed from “provisional exercise” to “executed”. Further, in the status management table TA2, when the turn waiting with the use of the ticket is canceled, the use status of the ticket is returned from “provisional exercise” to “not exercised”.

(2) Operation of Embodiment Next, the operation of the order management system 1 will be described. FIG. 7 is a sequence diagram showing the operation of the order management system 1. Hereinafter, a case where the order management system 1 is applied to the facility “Restaurant ABC” will be described.

  When the customer visits the restaurant ABC, the customer first sees the reception screen M2 (see FIG. 4) displayed on the reception terminal 100 and taps the reception start button m23. At this time, on the screen of the reception terminal 100, it may be requested to input the number of people, the seat preference, etc., and the customer inputs information as necessary. In addition, a store clerk of the restaurant ABC may operate the reception terminal 100 on behalf of the customer.

  When the reception terminal 100 detects an input operation on the touch panel 131 (step S100: Yes), the reception terminal 100 issues a reception number waiting for a new order and generates reception information including the reception number. It transmits to the management server 400 (step S101).

  Subsequently, the reception terminal 100 issues a number ticket and outputs it to the printer 200 (step S102). At this time, the reception terminal 100 may display the reception number and the approximate waiting time on the screen and notify the customer. In addition, by issuing a number ticket with a two-dimensional code and having the two-dimensional code read by the customer's mobile terminal, the calling status may be confirmed and a calling service by mail or telephone may be performed. Or the reception terminal 100 is good also as transmitting reception information to the portable terminal of the customer who performed operation, and displaying a reception number on the screen of a portable terminal.

  On the other hand, when the reception terminal 100 does not detect an input operation on the touch panel 131 (step S100: No), the operation of the reception terminal 100 proceeds directly to step S103.

  When receiving the reception information from the reception terminal 100 (step S200: Yes), the order management server 400 updates the status management table TA2 based on the received reception information (step S201). Specifically, a new waiting order is additionally registered at the end of the status management table TA2.

  Subsequently, the order management server 400 transmits the latest status information to the reception terminal 100 and the order management terminal 300 based on the updated status management table TA2 (step S202).

  Here, every time the status management table TA2 is updated, the order management server 400 may transmit status information to the receiving terminal 100 and the order management terminal 300, and whether or not the status management table TA2 has been updated. Instead, the status information may be transmitted to each of the terminals at a predetermined time interval. Alternatively, the order management server 400 may transmit the status information only when a request is received from the reception terminal 100 and the order management terminal 300. In this case, the reception terminal 100 and the order management terminal 300 are set to request status information from the order management server 400 at predetermined time intervals.

  On the other hand, when the order management server 400 does not receive the reception information from the reception terminal 100 (step S200: No), the operation of the order management server 400 proceeds to step S203 as it is.

  When a customer wants to wait for a turn using a ticket, the customer uses the customer terminal 500 to access a restaurant ABC reservation site. 8 to 12 are diagrams exemplifying screens displayed on the customer terminal 500 that has accessed the reservation site of the restaurant ABC. First, on the login screen M4 shown in FIG. 8, the customer inputs a user ID (customer ID) and a password in the input field m41, and taps the login button m42.

  When logging in to the reservation site, the screen of the customer terminal 500 transitions to a reservation start screen M5 shown in FIG. The customer selects a desired reservation type on the reservation start screen M5. There are two types of reservation: “Now” that accepts the earliest waiting in the possible range and “Time designation” that accepts waiting in the vicinity of the desired reservation time. The customer selects a desired reservation by tapping the icons m51 and m52 indicating the type of reservation. When a ticket m53 that can be used by the customer is displayed on the reservation start screen M5, the customer can make a reservation using the ticket m53.

  When the customer selects the “time designation” icon m52, the screen of the customer terminal 500 transitions to a reservation time input screen M6 shown in FIG. On the reservation time input screen M6, the customer inputs a desired reservation time in the time input field m61 and taps the OK button. As a result, the screen of the customer terminal 500 transitions to the ticket number input screen M7 shown in FIG. In addition, when the customer selects the “immediately” icon m51 on the reservation start screen shown in FIG. 9, the screen directly shifts to the ticket number input screen M7.

  On the ticket number input screen M7, the customer inputs necessary information such as the number of people in the input field m71, inputs the ticket number of an available ticket in the ticket number input field m72, and taps the OK button m73. The ticket number input here may be the ticket number of the ticket m53 displayed on the reservation start screen M5 shown in FIG. 9, or may be the ticket number of the ticket notified from the facility by mail or the like. . In any case, the ticket may be a valid ticket associated with the customer ID.

  When detecting access to the web reservation site (step S203: Yes), the order management server 400 determines whether or not the input ticket number is valid (step S204). Specifically, it is determined whether the combination of the ticket number and the customer ID is a valid regular ticket or whether the ticket is within the expiration date. Further, the order management server 400 may determine a ticket usage condition such as whether the upper limit of the number of times the ticket is used for a day set in the store is exceeded, or whether the ticket is in an available time zone.

  When the input ticket number is valid (step S204: Yes), the order management server 400 determines whether or not the reservation type is “time designation” (step S205).

  When the type of reservation is not “time designation” (step S205: No), the order management server 400 registers the order waiting related to the reservation by inserting it at the head of the order of waiting order registered in the status management table TA2. (Step S206).

  On the other hand, when the reservation type is “time designation” (step S205: Yes), the order management server 400 estimates the estimated time for each order waiting registered in the status management table TA2, and estimated the time. The waiting time for the reservation is inserted and registered in the order close to the time specified in the reservation (step S207).

  Further, the order management server 400 issues a receipt number for waiting for the order related to the reservation (step S208) and transmits it to the customer terminal 500. As a result, the reception number is displayed in the number display field m81 of the reservation completion screen M8 shown in FIG. Note that the reception number issued at this time may be a number system (or symbol system) different from the reception number issued when the reception terminal 100 waits for a normal turn.

  Subsequently, the order management server 400 changes the use status of the ticket used for the reservation to “provisional exercise” (step S209).

  On the other hand, when the ticket number is not valid (step S204: No), or when the ticket is not used (when the customer does not have a usable ticket), the order management server 400 waits for the order regarding the reservation, In the same manner as in the normal wait for order, additional registration is performed at the end of the status management table TA2 (step S210). Alternatively, the order management server 400 may add or cancel the order wait after confirming with the customer whether or not the last order wait is acceptable via the customer terminal 500.

  Subsequently, the order management server 400 transmits the latest status information to the reception terminal 100 and the order management terminal 300 based on the updated status management table TA2 (step S211).

  When receiving the latest status information from the order management server 400 (step S103: Yes), the reception terminal 100 updates and displays the reception screen M2 (see FIG. 4) based on the received status information (step S104).

  On the other hand, when the reception terminal 100 does not receive the latest status information from the order management server 400 (step S103: No), the operation of the reception terminal 100 proceeds directly to step S105.

  When receiving the latest status information from the order management server 400 (step S300: Yes), the order management terminal 300 updates and displays the waiting list on the status operation screen M3 (see FIG. 5) based on the received status information (see FIG. 5). Step S301). For example, when receiving status information in which a waiting order by reservation using a ticket (see FIG. 12) is inserted, the order management terminal 300 waits for a new order number “501” as shown in FIG. Line m36 is displayed at the top of list display field m31.

  On the other hand, when the order management terminal 300 does not receive the latest status information from the order management server 400 (step S300: No), the operation of the order management terminal 300 proceeds to step S302 as it is.

  When changing the waiting status, the restaurant ABC clerk performs a status change operation on the status operation screen M3 (see FIG. 5) displayed on the order management terminal 300. Specifically, swiping the top row of the waiting list to display the operation button group m33, and tapping a desired operation button performs a status change operation.

  When the order management terminal 300 detects the status change operation (step S302: Yes), the order management terminal 300 changes the order waiting status according to the change operation (step S303). At this time, the order management terminal 300 also executes a process according to the tapped operation button. For example, when the “calling” operation button is tapped on the line of the first reception number in the arrangement order, the order management terminal 300 changes the status of the reception number from “uncalled” to “calling”. At the same time, the customer is called by sending a call mail to the mail address associated with the reception number or making a call. In addition, when the “Guidance” operation button is tapped on the first receipt number row in the arrangement order, the order management terminal 300 changes the status of the receipt number from “Calling” to “Guided”. At the same time, the line is deleted from the screen, and the line of the subsequent reception number is moved up to the top position and displayed.

  Furthermore, the order management terminal 300 generates status change information and transmits it to the order management server 400 via the communication network N (step S304). On the other hand, when the order management terminal 300 does not detect the status change operation (step S302: No), the operation of the order management terminal 300 proceeds to step S305 as it is.

  When receiving the status change information from the order management terminal 300 (step S212: Yes), the order management server 400 updates the status management table TA2 based on the received status change information (step S213). For example, when receiving the status change information for changing the order waiting status of a certain reception number to “Guided”, the order management terminal 300 changes the order waiting status to “Guided” and sets the reception number to the waiting order. Delete from the order.

  Subsequently, the order management server 400 determines whether or not the wait for the order in which the status has been updated is registered by a reservation (interrupt) using a ticket (step S214). When the turn waiting is an interrupt (step S214: Yes), the turn management server 400 changes the use status of the ticket used when registering the turn waiting (step S215). Specifically, if the waiting status is changed to “Guided”, the usage status of the ticket is changed to “Exercised”. In addition, when the turn waiting is canceled, the use status of the ticket is returned to “not exercised”.

  On the other hand, when the order waiting is not an interrupt (step S214: No), the operation of the order management server 400 proceeds to step S216 as it is.

  The order management server 400 transmits the latest status information to the reception terminal 100 and the order management terminal 300 based on the updated status management table TA2 (step S216).

  On the other hand, when the order management server 400 does not receive status change information from the order management terminal 300 (step S212: No), the operation of the order management server 400 proceeds directly to step S217.

  Thereafter, when the order management system 1 continues to operate (steps S105, S217, and S305: No), the operations of the receiving terminal 100, the order management terminal 300, and the order management server 400 return to steps S100, S200, and S300, respectively. On the other hand, when the order management system 1 finishes the operation (for example, when the day of work is finished, Steps S105, S217, S305: Yes), the operations of the reception terminal 100, the order management terminal 300, and the order management server 400 Ends.

  As described above, according to the present embodiment, a reservation with use of a ticket is accepted via the customer terminal 500 in response to the order waiting in the order of acceptance time using the acceptance terminal 100, and the order waiting for this reservation is waited for. Since it is inserted at the beginning of the waiting order or the vicinity of the specified time, the order of a specific customer can be received with priority over the waiting time of a general customer.

DESCRIPTION OF SYMBOLS 1 ... Order management system 100 ... Reception terminal 110 ... Tablet terminal 120 ... Communication interface 130 ... Input part 131 ... Touch panel 140 ... Display part 150 ... Storage part 160 ... Processor 161 ... Customer mode execution part 162 ... Clerk mode execution part 163 ... Mode switching unit 200 ... Printer 300 ... Order management terminal 400 ... Order management server 410 ... Communication interface 420 ... Storage unit 430 ... Processor 431 ... Table creation unit 432 ... Waiting status change unit 433 ... Web reception processing unit 434 ... Interrupt processing unit 435 ... Ticket management unit 500 ... Customer terminal AP1 ... Order management application AP2 ... Order management program DB1 ... Order management database DB2 ... Customer management database DB3 ... Ticket management database TA1 ... Client management table TA ... status management table N ... communication network

Claims (3)

An order management system for managing customer waiting in a facility,
A receiving terminal that receives a new waiting input operation and generates receiving information indicating that the waiting is received;
An order management terminal that accepts a change operation of the waiting status indicating the waiting status, and generates status change information indicating that the waiting status has been changed;
An order management server that is connected to the reception terminal and the order management terminal via a communication network, and manages waiting for a turn based on the reception information and the status change information;
With
The order management server
A table creation unit for creating a table in which the waiting orders received by the reception terminal are arranged in order of reception time;
Reservation information input from the terminal device connectable with the order management server via the communication network, based on reservation information including identification information for specifying a privilege given in advance to the customer, In addition to the reception terminal, a reception processing unit that accepts a new waiting queue,
When the identification information included in the reservation information is valid, an interrupt processing unit that inserts a waiting order corresponding to the reservation information in a predetermined order in the order of waiting order in the table;
A privilege management database that stores identification information for specifying the privilege, and a usage status representing a usage status of the privilege;
A privilege management unit for managing the privilege management database;
Have
When the reservation information includes information designating a reservation time, the interrupt processing unit estimates a time when each turn waiting order arranged in the table arrives, and the estimated time is set as the designated reservation time. close rank, insert interrupts the waiting corresponding to the reservation information,
The usage status includes a first status in which the privilege has not been used yet, a second status in which waiting for an order involving the use of the privilege is being accepted, and a state in which the privilege has been used. Including a third status,
The privilege management unit
When a turn waiting with the use of the privilege is inserted in the order, the usage status of the privilege is changed from the first status to the second status,
When the turn waiting order with the use of the privilege arrives, the usage status of the privilege is changed from the second status to the third status,
After waiting for turn with use of the privilege is inserted in the order of arrangement, when waiting for turn with the specific use is canceled in the table, the use status of the benefit is changed from the second status to the first status. Change to
Order management system. An order management device used in an order management system for managing waiting orders of customers in a facility,
Accepts a new turn-waiting input operation, accepts a receiving terminal that generates acceptance information indicating that the turn-wait is accepted, and accepts a turn-wait status change operation that represents each turn-wait status, and changes the turn-wait status A communication interface that transmits / receives information to / from the order management terminal that generates status change information indicating that,
A table creation unit for creating a table in which the waiting orders received by the reception terminal are arranged in order of reception time;
Reservation information input from a terminal device connectable to the order management device via the communication network, based on reservation information including identification information for specifying a privilege given in advance to the customer, In addition to the reception terminal, a reception processing unit that accepts a new waiting queue,
When the identification information included in the reservation information is valid, an interrupt processing unit that inserts a waiting order corresponding to the reservation information in a predetermined order in the order of waiting order in the table;
A privilege management database that stores identification information for specifying the privilege, and a usage status representing a usage status of the privilege;
A privilege management unit for managing the privilege management database;
With
When the reservation information includes information designating a reservation time, the interrupt processing unit estimates a time when each turn waiting order arranged in the table arrives, and the estimated time is set as the designated reservation time. close rank, insert interrupts the waiting corresponding to the reservation information,
The usage status includes a first status in which the privilege has not been used yet, a second status in which waiting for an order involving the use of the privilege is being accepted, and a state in which the privilege has been used. Including a third status,
The privilege management unit
When a turn waiting with the use of the privilege is inserted in the order, the usage status of the privilege is changed from the first status to the second status,
When the turn waiting order with the use of the privilege arrives, the usage status of the privilege is changed from the second status to the third status,
After waiting for turn with use of the privilege is inserted in the order of arrangement, when waiting for turn with the specific use is canceled in the table, the use status of the benefit is changed from the second status to the first status. Change to
Order management device. A program to be executed by an order management device used in an order management system for managing customer waiting in a facility,
The order management device receives an input operation for waiting for a new turn, accepts a receiving terminal for generating acceptance information indicating that the turn waiting is accepted, and an operation for changing a turn waiting status indicating a situation of each turn waiting, Connected to the order management terminal for generating status change information indicating that the waiting status has been changed, via a communication network;
(A) creating a table in which the waiting orders received by the receiving terminal are arranged in order of receiving time;
Reservation information input from a terminal device connectable to the order management device via the communication network, based on reservation information including identification information for specifying a privilege given in advance to the customer, A step (b) of accepting a new turn waiting separately from the accepting terminal;
When the identification information included in the reservation information is valid, a step (c) of inserting a waiting order corresponding to the reservation information into a predetermined order of the waiting order in the table, wherein the reservation information When the information includes information designating the reservation time, the time when each turn waiting order arranged in the table arrives is estimated, and the estimated time is ranked in the order close to the designated reservation time in the reservation information. Interrupting and inserting the corresponding waiting queue, step (c);
Identification information for specifying the privilege, a usage status indicating the usage status of the privilege, a first status in which the privilege is not yet used, and waiting for a turn with use of the privilege are accepted. (B) managing a privilege management database that stores a usage status including a second status that is in a state of being used and a third status in which the privilege has been used.
The step (d)
When a turn waiting with the use of the privilege is inserted in the order, the usage status of the privilege is changed from the first status to the second status,
When the turn waiting order with the use of the privilege arrives, the usage status of the privilege is changed from the second status to the third status,
After waiting for turn with use of the privilege is inserted in the order of arrangement, when waiting for turn with the specific use is canceled in the table, the use status of the benefit is changed from the second status to the first status. Change to
program.