JP6758468B1 - Order management system, order management device, and program - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide an order management system, an order management device and a program for presenting an accurate estimated waiting time to a user in consideration of registration from another terminal or online. SOLUTION: An order management system 1 that manages a waiting list in a facility has a plurality of reception terminals (order management terminal 200, user terminal 300) that accept registration of the waiting list in the facility by a user, and each reception terminal. It is provided with a turn management server that registers the waiting registration information acquired through the waiting list in the waiting list of the facility. The order management server calculates the expected number of registered groups and the expected waiting time to be presented to the user based on the number of reception terminals in which the operation for registration waiting in line is in progress. It is provided with an expected waiting time calculation unit. The expected waiting time calculation unit calculates the expected waiting time based on the number of waiting groups registered in the waiting list and the expected number of registered waiting groups. [Selection diagram] Fig. 1

Description

The present invention relates to an order management system, an order management device, and a program.

Conventionally, in restaurants, amusement facilities, hospitals, banks, government offices, etc., various order management systems have been adopted in order to manage the waiting list of customers waiting for the service.

For example, Patent Document 1 describes a reservation management system that simultaneously provides a reservation management service to a plurality of facilities that can wait in line, and a user can make a waiting reservation from the Web, a telephone, or a store terminal. It is stated that you can apply. In addition, it is stated that the approximate waiting time is displayed on the store terminal.

Japanese Unexamined Patent Publication No. 2005-50002

In the conventional order management system, the estimated waiting time displayed on the store terminal is the sum of the average waiting time per group and the number of waiting groups. However, normally, waiting registration is not accepted by only one terminal, and there are also a plurality of other terminals and online registration. For this reason, if another person registers first from another terminal or online while operating the reception, there will be a difference between the expected waiting time presented at the beginning and the expected waiting time when registration is completed. There was a problem that

The present invention has been made in view of the circumstances described above, and one of the objects of the present invention is to present an accurate expected waiting time to a user in consideration of registration from another terminal or online.

The order management system according to the embodiment of the present invention is an order management system that manages the waiting list in a facility, and is a plurality of reception terminals that accept registration of the waiting list in the facility by a user, and each reception terminal. The order management server is provided with an order management server for registering the waiting registration information acquired through the above-mentioned facility in the waiting list, and the order management server is a reception terminal in which an operation for registering the waiting order is in progress. The expected waiting time calculation unit includes a registration expected number of groups calculation unit that calculates the number of expected registration groups based on the number of the above, and an expected waiting time calculation unit that calculates the expected waiting time to be presented to the user. , The expected waiting time is calculated based on the number of waiting groups registered in the waiting list and the expected number of registered waiting groups.

The turn management device according to the embodiment of the present invention is a turn management device that manages the turn wait in the facility, and is the number of reception terminals in which the operation for registering the turn wait in the facility by the user is in progress. The estimated waiting time calculation unit includes a registration expected number of groups calculating unit for calculating the expected registration number of groups and an expected waiting time calculation unit for calculating the expected waiting time to be presented to the user. The expected waiting time is calculated based on the number of waiting groups registered in the waiting list for recording the registration information of waiting waiting acquired via the reception terminal and the expected number of registered groups.

In the program according to the embodiment of the present invention, the computer that manages the waiting list in the facility is expected to be registered based on the number of reception terminals in which the operation for registering the waiting list in the facility by the user is in progress. The expected number of registered groups calculation unit for calculating the number of groups and the expected waiting time calculation unit for calculating the expected waiting time presented to the user are made to function, and the expected waiting time calculation unit is operated via the reception terminal. The expected waiting time is calculated based on the number of waiting groups registered in the waiting list for recording the information on the registration of waiting waiting and the number of expected registration groups.

According to the present invention, it is possible to present an accurate expected waiting time to a user in consideration of registration from another terminal or online.

The figure which shows the schematic structure of the order management system 1 which concerns on embodiment of this invention. FIG. 5 is a flowchart of a waiting reception registration process in the order management system 1 according to the embodiment of the present invention. The flowchart of the calculation process of expected waiting time in order management system 1 which concerns on embodiment of this invention.

Hereinafter, embodiments of the present invention will be described in detail with reference to the drawings. The same elements are designated by the same reference numerals, and duplicate description will be omitted.

In this embodiment, an example of waiting list management in restaurant A will be described, but it is applied to all facilities that manage waiting list of facility users such as amusement facilities, shopping malls, event venues, banks, hospitals, and government offices. it can.

FIG. 1 is a diagram showing a schematic configuration of an order management system 1 according to the present embodiment. As shown in FIG. 1, the order management system 1 includes an order management server 100 installed in a management center or the like, and an order management terminal (reception terminal, facility reception terminal) 200 installed near the entrance of the facility. , User terminal (reception terminal) 300 is included. The order management server 100 is connected to the order management terminal 200 and the user terminal 300 via the communication network N. Although one order management terminal 200 is shown in FIG. 1, a plurality of order management terminals 200 are actually used in one facility.

The user of the facility (here, restaurant A) can operate the turn management terminal 200 to register the waiting list for the facility. In addition, the user terminal 300 can be operated to register the waiting time, confirm the waiting time, and receive a call when the turn comes. In addition, the facility employee or the like operates the turn management terminal 200 to register the waiting list on behalf of the user, or update the status of the waiting list registered in the waiting list.

The order management server 100 manages the waiting list registered via the order management terminal 200 and the user terminal 300 for each facility. In the present embodiment, the management of waiting in line for one facility will be described as an example, but the order management server 100 is actually connected to the order management terminals 200 installed in a plurality of facilities and waits in line for each facility. Is in control. The order management server 100 is composed of a general-purpose computer, and the server function is realized by operating a server program on the computer. The computer constituting the order management server 100 does not necessarily have to be one, and may be composed of a plurality of computers distributed on the communication network N.

The order management server 100 includes a management database 110 for managing the order management terminal 200 for each facility, and a processor (estimated number of registered groups calculation unit, expected waiting time calculation unit) 120. The management database 110 includes a client management table TA1 and a status management table TA2.

In the client management table TA1, a unique ID and passcode (account) assigned to the turn management terminal 200 are registered for each facility. For example, "ID: A1 ...", "Passcode: AA2 ...", etc. are set as the record of "Restaurant A" in one record of the client management table TA1. This information is set, for example, by an administrator (for example, the owner of the facility) who manages the waiting list at each facility when the system is introduced. When using a plurality of order management terminals 200 in one facility, the same ID and passcode may be used, but for example, a plurality of IDs and passwords may be used properly according to certain conditions. ..

In the status management table TA2, a waiting list at each facility is registered. This waiting list includes a list of persons waiting in line (waiting group) and information (status information) indicating the waiting status of each waiting group. One record of the waiting list includes information such as reception number "1", reception time "13:03", reception item "terrace seat", number of people "4", and status "waiting". In addition, information such as name and contact information (email address, telephone number) can be included.

The status includes "waiting", which is the state before the turn has arrived, "calling", which is the state of notifying that the turn has come, and "guided", which is the state of actually guiding the person who has come to the seat. , And "cancelled", which is a state in which the waiting list has been cancelled. What kind of items are set as the status can be set and changed as appropriate by the manager of each facility. The reception items here are the types of seats desired (terrace seats, tables, counters, private rooms, etc.).

The information to be included in the waiting list can be set and changed as appropriate by the manager of each facility. The contents of the waiting list are updated based on the new registration information in the waiting list sent from the turn management terminal 200 or the status update information (details will be described later).

The processor 120 is composed of an arithmetic and logical operation unit (CPU, etc.) that processes arithmetic operations, logical operations, bit operations, and various registers, and various registers, and manages the order by executing various programs stored in a storage means such as a ROM. It centrally controls each part of the server 100. The processor 120 also executes a computer program (order management application) for managing the waiting list in cooperation with the order management terminal 200 and the user terminal 300.

The communication network N includes a communication network capable of transmitting and receiving information to and from the order management server 100, the order management terminal 200, the user terminal 300, and the like. The communication network N is, for example, any of the Internet, LAN, leased line, telephone line, corporate network, mobile communication network, Bluetooth (registered trademark), WiFi (Wireless Fidelity), other communication lines, and combinations thereof. It may be, and it does not matter whether it is wired or wireless.

The order management terminal 200 is a tablet terminal, a personal computer (PC), a notebook PC, a smartphone, a mobile phone, a personal digital assistant (PDA), or any other device capable of exchanging data with the order management server 100 via a communication network N. A terminal device can be used. It should be noted that a plurality of order management terminals 200 can be used in one facility. The order management terminal 200 is used as a terminal used by a user for registration of a waiting list, or as a terminal used by an employee for checking the contents of a waiting list and updating the status of each waiting group. Can be done.

As shown in FIG. 1, the order management terminal 200 includes a processor 210, an input device 220, a display device 230, a communication interface 240, and a storage resource 250. The order management terminal 200 receives input such as registration to the waiting list and update of the status by operating an input device 220 such as a touch panel by a guest who has come to the facility or an employee of the facility.

The processor 210 is composed of an arithmetic and logical operation unit (CPU, etc.) that processes arithmetic operations, logical operations, bit operations, and the like, and various registers. By executing various programs stored in the storage resource 250, the order management terminal 200 Centrally control each part of. The various registers are, for example, a program counter, a data register, an instruction register, a general-purpose register, and the like.

The input device 220 includes various operation buttons and a touch panel for accepting inputs such as registration in the waiting list and update of the status.

The display device 230 is a device for displaying a waiting list, a reception screen, and a status management screen, and is composed of, for example, a liquid crystal display.

The communication interface 240 is a hardware module for connecting to the communication network N and communicating with other devices via the communication network N. The communication interface 240 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 storage resource 250 is, for example, a logical device provided by a storage area of a physical device. The physical device is, for example, a computer-readable recording medium such as a disk drive or semiconductor memory (ROM, RAM, etc.).

The storage resource 250 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 240. In addition to these various programs and various data, the storage resource 250 stores a computer program (application) that is executed by the processor 210 to manage the waiting list in cooperation with the order management server 100.

The user terminal 300 is a terminal such as a smartphone, a mobile phone, a tablet terminal, a wearable device, or a notebook PC (personal computer) owned by a user of the facility. The user terminal 300 includes a processor 310, an input device 320 such as various operation buttons and a touch panel, a display device 330 such as a liquid crystal display, a communication interface 340 for connecting to a communication network N, a disk drive or a semiconductor memory (ROM, RAM, etc.). It is equipped with a storage resource 350 such as. In addition to these various programs and various data, the storage resource 350 stores a computer program (dedicated application) for using the service of the order management system 1.

(Reception registration waiting in line)
Next, the waiting reception registration process by the order management system 1 will be described with reference to the flowchart of FIG. Here, a case where the user operates the order management terminal 200 installed near the entrance of the store to perform reception registration will be described as an example.

First, the order management terminal 200 receives information on the waiting list registered in the status management table TA2 from the order management server 100 via the communication interface 240 (step S101).

The order management terminal 200 displays a reception guidance screen on the display device 230 based on the received information in the waiting list (step S102). On the reception guidance screen, the current number of waiting groups and the expected waiting time are displayed. The method of calculating the expected waiting time will be described later. In addition, a button to be touched when registering for reception and a message prompting the touch operation are displayed.

When the user touches the button displayed on the display device 230, the reception registration screen is displayed (step S103). On the reception registration screen, selection of items required for reception registration, a message prompting input, a button for inputting the type of seat and the number of people, etc. are displayed. In addition, when the turn comes, the user who wishes to make a call by telephone or e-mail can register the telephone number or e-mail address of the contact on the reception registration screen.

When the user inputs an operation on the displayed reception registration screen and completes the input of the information (cough type, number of people, contact information, etc.) required for the waiting reception registration, the order management terminal 200 is new. It is transmitted to the order management server 100 as registration information (step S104).

When the order management server 100 receives the new registration information from the order management terminal 200, the order management server 100 performs a process of adding a new set of waiting lists to the waiting list of the facility based on the received new registration information, and performs a process of adding a new set of waiting lists to the order waiting list. Update TA2 (step S105).

The order management server 100 causes the order management terminal 200 to display the reception completion screen (step S106). On the reception completion screen, the reception number and the estimated waiting time at the present time are displayed. In addition, a message prompting the user to receive the turn ticket is displayed, and the user can receive the turn ticket printed from the printer connected to the turn management terminal 200.

A two-dimensional code associated with the reception number is printed on the turn ticket. When the user reads the two-dimensional code printed on the turn ticket using his / her own user terminal 300, the display device 330 of the user terminal 300 displays the current waiting status (current number of waiting groups, expected waiting time, etc.). ) Is displayed. In addition, when the user enters a telephone number or email address according to the guidance displayed by reading the two-dimensional code, he / she receives a message by telephone or email when the turn arrives, or the turn is approaching. Sometimes you can receive reminders.

(Calculation of expected waiting time)
Next, the calculation process of the expected waiting time by the order management system 1 will be described with reference to the flowchart of FIG. The expected waiting time is displayed on the reception screen and the reception completion screen after registration. Further, when a user who has registered a waiting list makes an inquiry from the user terminal 300, it is displayed on the user terminal 300. The expected waiting time is calculated each time the display is performed.

The order management server 100 acquires the number of waiting groups registered in the waiting list (step S201). The number of waiting groups is the number of records whose status is "waiting" among the records registered in the waiting list.

Next, the order management server 100 also measures the number of users who are proceeding with the registration of waiting in line (step S202). Specifically, first, among the other order management terminals 200 used in the facility, the number of terminals displaying the reception registration screen is measured (the number of users during the registration operation in the in-store terminal). Further, the order management server 100 measures the number of sessions accessing the online reception registration site (the number of users during the online registration operation). The order management server 100 calculates a value obtained by adding up the number of users during the registration operation on the in-store terminal and the number of users during the online registration operation as the number of users who are proceeding with the registration waiting in line. For example, if the number of users during the registration operation on the in-store terminal is "2" and the number of users during the online registration operation is "3", the number of users who are proceeding with the waiting registration is "5".

Next, the order management server 100 calculates a value obtained by multiplying the number of users who are proceeding with the waiting registration measured in step S202 by a certain percentage (for example, 80%) as the expected number of registered groups (step S203). For example, when the number of users who are proceeding with the waiting registration is "5", the expected number of registered groups can be "4".

The order management server 100 multiplies a value obtained by multiplying the sum of the number of waiting groups acquired in step S201 and the expected number of registered groups calculated in step S203 by a preset standard waiting time per waiting group (for example, 10 minutes). As a result, the expected waiting time is calculated (step S204). For example, when the number of waiting groups is "3" and the expected number of registered groups is "4", the expected waiting time is 7 groups x 10 minutes, which is "70 minutes".

In addition, the order management server 100 has a certain percentage of the number of sessions accessing the facility's online site (for example, store introduction page, menu introduction page, etc.) even if the reception registration operation is not performed online. For example, the number multiplied by 20%) may be included in the number of expected registration groups. It is desirable that the ratio here is smaller than the ratio multiplied by the number of users during the reception operation. For example, when the number of sessions browsing the site is "10", two groups may be added to the number of expected registration groups. Of the users accessing the site, only those who are within a certain distance from the facility (for example, within 10 km) may be counted.

The order management server 100 displays the calculated estimated waiting time on the reception screen, the reception completion screen after reception registration, the inquiry screen of the user terminal 300, and the like (step S205).

(Update waiting list)
The contents of each record in the waiting list are updated when an employee of the facility operates the order management terminal 200 to update the status. The status update process includes "cancel", "change", "call", and "guidance". "Cancel" means to cancel the waiting list, and "change" means to change the contents of the waiting list once entered. In addition, "call" means that the group whose turn has come is verbally called or notified by telephone or call mail, and "guidance" actually guides the group whose turn has come. It means that it is in a state.

When an employee operates the turn management terminal 200 to update the status, the turn waiting group to be updated is selected from the waiting list displayed on the turn management terminal 200, and the selected waiting group is selected. Either update process is performed. Information that identifies the waiting group to be updated (for example, reception number "1") and information on update processing (for example, "guidance") are uploaded from the order management terminal 200 to the order management server 100 via the communication network N. .. The order management server 100 updates the waiting list of the facility based on the received information. For example, when the "guidance" operation is performed on the reception number "1", the status of the waiting group of the reception number "1" is updated to "guided".

As described above, according to the present embodiment, in the calculation of the expected waiting time, not only the actual number of waiting groups registered in the waiting list but also the number of users who are registering on other terminals or online ( The number of expected registration groups) was also taken into consideration. This prevents a difference between the initially presented expected waiting time and the expected waiting time when registration is completed because another user completed the registration first while operating the reception, making it more accurate. Expected waiting time can be provided.

In addition, the number of users who are registering on other terminals or online is multiplied by a certain percentage and added to the actual number of waiting groups as the expected number of registrations. As a result, it is possible to calculate a more accurate expected waiting time by considering the number of users who stop registration during the operation and before and after the timing when the registration is completed.

In addition, even if the registration operation is not performed online, the value obtained by multiplying the number of users accessing the online site of the facility by a certain percentage is added as the expected number of registered groups. As a result, the expected waiting time can be calculated by anticipating a certain number of users who may start reception registration from now on.

In addition, among the users who are accessing the online site, only those who are within a certain distance from the facility are added to the expected number of registered groups. As a result, users who are far from the facility and who are unlikely to actually visit the store can be excluded from the target of registration prospects.

When the usage of the order management terminal 200 for reception is divided, only the terminals having the same usage may be added to the expected number of registered groups. For example, when the order management terminal 200 for reception is different for each clinical department in a hospital or the like, only the number of terminals used for the same clinical department may be counted.

The present invention is not limited to the above-described embodiment, and can be implemented in various other forms without departing from the gist of the present invention. For this reason, the above embodiments are merely exemplary in all respects and are not to be construed in a limited manner. For example, the above-mentioned processing steps can be arbitrarily changed in order or executed in parallel within a range that does not cause a contradiction in the processing contents.

1 ... Order management system 100 ... Order management server 110 ... Management database 120 ... Processor 200 ... Order management terminal 210 ... Processor 220 ... Input device 230 ... Display device 240 ... Communication interface 250 ... Storage resource 300 ... User terminal 310 ... Processor 320 ... Input device 330 ... Display device 340 ... Communication interface 350 ... Storage resource TA1 ... Client management table TA2 ... Status management table N ... Communication network

Claims (7)

It is a turn management system that manages the waiting list at the facility.
Multiple reception terminals that accept users' waiting registrations at the facility,
It is provided with an order management server that registers the waiting registration information acquired through each reception terminal in the waiting list of the facility.
The order management server
The registration expected number of groups calculation unit that calculates the estimated number of registered groups based on the number of reception terminals for which the operation for registration waiting in line is in progress,
It is provided with an expected waiting time calculation unit for calculating the expected waiting time presented to the user.
The expected waiting time calculation unit
An order management system that calculates an expected waiting time based on the number of waiting groups registered in the waiting list and the expected number of registered groups. The expected number of registered groups calculation unit
The estimated number of registered groups is calculated based on at least one of the number of reception terminals of the facility whose registration operation is in progress and the number of sessions in which online registration operation is in progress. The order management system according to claim 1. The expected number of registered groups calculation unit
The order management system according to claim 1 or 2, wherein the number of reception terminals whose registration operation is in progress is multiplied by a certain percentage to obtain the expected number of registered groups. The expected number of registrations calculation unit
The order management system according to any one of claims 1 to 3, which calculates the expected number of registered groups based on the number of accesses to the online site of the facility. The expected number of registrations calculation unit
The order management system according to claim 4, wherein the number of expected registration groups is calculated based on the number of accesses to the online site of the facility whose distance from the facility is within the threshold value. It is a turn management device that manages the waiting list in the facility.
The registration expected number of groups calculation unit that calculates the estimated number of registered groups based on the number of reception terminals in which the operation for registration of waiting in line to the facility by the user is in progress,
It is provided with an expected waiting time calculation unit for calculating the expected waiting time presented to the user.
The expected waiting time calculation unit
An order management device that calculates an expected waiting time based on the number of waiting groups registered in the waiting list that records the registration information of waiting waiting acquired via the reception terminal and the expected number of registered groups. .. A computer that manages the waiting list at the facility,
The registration expected number of groups calculation unit that calculates the estimated number of registered groups based on the number of reception terminals in which the operation for registration of waiting in line to the facility by the user is in progress,
It functions as an expected waiting time calculation unit that calculates the expected waiting time presented to the user.
The expected waiting time calculation unit
A program that calculates an expected waiting time based on the number of waiting groups registered in the waiting list that records the registration information of waiting waiting acquired via the reception terminal and the expected number of registered groups.