JPH1149297A - Instruction system for works in gas station - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide an instruction system for works through which operators can accurately execute various works in the refueling site of a gas station. SOLUTION: In this working system, a stand 1 provided integrally with a computer 2, an input key 3, a monitor 4, a printer 5, a program software, and a memory medium is installed at every refueling machine. These computer connected to each other to form a network to use data in common and connected to a host computer in the office through one representative computer of these computers to exchange data among them. A customer file recording data at every kind of items is made in the memory medium to refer to the customer file from car numbers by key operation and a working instruction for the customer is displayed on a monitor 4 and the instruction data are printed out from the customer file. In this way, operators can execute accurate works at site in accordance with the working instruction displayed on the monitor.

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to a work instruction system using a computer in a gas station.

[0002]

2. Description of the Related Art Heretofore, various systems for refueling work using computers at gas stations such as GS (refueling stations) and SS (refueling and automobile-related service stations) have been proposed. Most of them have a configuration in which a device as a computer system is installed in an office and a POS terminal is arranged near a refueling machine.

[0003] On the POS terminal, a field worker operates the POS terminal and sends information unilaterally to a computer in an office, and the office worker looks at information managed by the computer. It is a fact that the worker sends instructions to the worker or goes to the office to check the information and proceed with the work. Refueling service time usually ends in a few minutes per vehicle, and in order to provide accurate service for each customer in this short time, service by instantaneous and direct response confirmation at the refueling machine location Screws are indispensable. However, in the past, refueling workers required a considerable amount of time to receive instructions from the office, often losing the timing of service to customers.

In order to provide accurate customer service, a screen instruction method using a monitor having a function of displaying the contents of a work instruction based on a data file (Japanese Patent Laid-Open No. Hei 6-3).
09558) has been proposed. Also, a PO that enables data input to a data file at a location of a refueling machine is provided.
An embodiment having an S terminal (Japanese Patent Laid-Open No. 63-208973) has also been proposed.

In managing the data, a method of using an ID card or registering a vehicle number and performing data processing based on the vehicle number (JP-A-6-64695, JP-A-7-1995)
132802) has been proposed. Further, a mode in which designated data (reception contents, etc.) at a location of a refueling machine is printed out by a printer is disclosed in JP-A-63-208973 and further described in JP-A-6-179500. It describes that the content is instructed by voice.

In each of these conventional methods, data is input to a POS terminal, data is processed by a computer in an office, and work is performed in accordance with an instruction from the computer. There was a problem that the staff could not immediately respond to various requests from customers. At present, a large number of part-time workers are securing service personnel to reduce labor costs.
There are many situations in which part-time workers themselves cannot determine what to do and what to say to customers and cannot provide accurate services to satisfy customers. Even better, if you used high-quality oil in oil change so far, no problem occurred at all, but recently there are some vehicles that do not use high-quality oil so far,
If this is mistaken, there is a risk that an expensive automobile will fail and cause an expensive damage prize.

Further, in the conventional POS system, the amount of data to be processed by the computer is extremely large, and all the precautions of the detailed service are one.
Even if an attempt is made to process the information on one computer, the necessary service information cannot be easily provided due to a shortage of memory. In spite of the fact that there is a POS system, for example, only the worker who was in charge at that time remembers what was noticed or instructed by the customer. Confirmation work is still done only by contacting the staff or by oral communication at the meeting, morning ceremony, or taking over the work.

[0008] However, in actuality, the number of service stations that come, for example, 300 a day is about 10,000 in a month, and it is impossible at all to pay close attention to each of these cars. Even though veteran workers couldn't communicate well, even part-time workers were not particularly careful and instructed by customers, and many of the same service mistakes occurred. And as a result, it was often found that customers were displeased.

[0009] Further, in the evaluation of the work performance of the on-site workers, parts that stand out from the service, such as the importance of the service, the difficulty of the work, and the handling of complaints, are hidden and invisible from the manager (evaluator). There are some parts, and the evaluation is often unfair, and the dissatisfaction sometimes causes a decrease in service. Furthermore, even if the work seems to be performed as instructed, improper processing due to immaturity of the worker is performed and
May occur. Nevertheless, the worker was not provided with accurate customer service and technical guidance, and the same mistakes were repeatedly made.

[0010]

SUMMARY OF THE INVENTION The present invention has been made in view of the above circumstances, and does not always work at a gas station according to instructions from an office, but at a refueling site, provides prior knowledge to customers on the spot. The present invention provides a system capable of promptly giving detailed direct work instructions to field workers using a computer capable of promptly and accurately performing various service work for each customer even if they do not have one. is there. It is another object of the present invention to provide a system capable of preventing service mistakes and improving the quality of service, and performing appropriate work evaluation of workers.

[0011]

According to a first aspect of the present invention, there is provided a gas station, comprising: a computer; input means for the computer; , A printer 5, a program software, and a storage medium, a stand device 1 is attached to or close to a lubricator P of a driveway, and a computer 2 of each stand device 1 is connected to a network. And share the data, and one of the representative computers 2
a, and is connected to a host computer 6 installed in the office through a. A network is formed between the host computers 6 provided for each office and data is exchanged among a plurality of offices. To be able to share.

The program software includes OS software,
A customer file F having various application software and dedicated data management software and capable of recording data for each service item in the storage medium is created, and input operation by the input means 3 in the stand device 1 is performed. A new vehicle number can be registered in the customer file F and a list of registered vehicle numbers can be monitored from a part of the registered vehicle numbers.
4, the registered vehicle number is searched, and the data of the designated service item of the customer file F to which the registered vehicle number is assigned can be displayed on the monitor-4. Input and update of data in the customer file F by registered vehicle number by the input operation, and the customer file F
The designated data from the printer 5 can be printed out from the printer 5.

Then, a worker on the driveway inputs a part of the vehicle number by the input means 3 while looking at the monitor 4 on the nearby stand device 1, and enters the customer file F
Is displayed on the monitor-4, and when the instructed work is completed, data processing of the work completion is performed, and the customer is exchanged between the computers 2 of the respective stand apparatuses 1. The data of the file is updated and the data stock is performed, and all of the updated data or the data of the designated items is transmitted from the representative computer 2a to the host computer 6 each time or periodically. A work instruction system in a gas station, wherein the host computer 6 can comprehensively manage customer file data.

According to a second aspect of the present invention, in the configuration of the first aspect of the present invention, the stand device 1 is provided with a card reader 7, and the card reader 7 is used by the card reader 7. Read the data of the POS card 8 brought by the customer, search the customer file F and display it on the monitor 4, and input and update the data in the customer file F. It is a feature.

According to a third aspect of the present invention, in the configuration of the first and second aspects of the present invention, a recording / reproducing device 9 is provided on the stand device 1 so that a worker can temporarily store customer information. A voice is recorded, and the operator can reproduce the recorded voice at any time, select desired data, and input and update the data in the customer file F. It is.

According to a fourth aspect of the present invention, in the configuration of the first to third aspects of the present invention, the dedicated data management software inputs a four-digit vehicle number on the stand device 1. Displays a list of registered vehicle numbers associated with the number on the monitor-4, selects and confirms the corresponding registered vehicle number from the table, and displays the work instruction contents of the customer file F relating to the registered vehicle number on the monitor-4. Is displayed on the display.

According to a fifth aspect of the present invention, in the configuration of the first to fourth aspects, the dedicated data management software sets an evaluation score for each work item of the work instruction content. In addition, a worker number entry frame is provided in the work completion confirmation column attached to the work item, so that the worker who performed the instruction work can be specified and the evaluation score can be totaled for each worker number. It is assumed that.

[0018]

DESCRIPTION OF THE PREFERRED EMBODIMENTS Embodiments of the present invention will be specifically described below with reference to the drawings. According to the first aspect of the present invention, in a gas station, as shown in FIG. 1, a computer 2 and a keyboard 3a such as a numeric keypad or a character key for the computer 2; Input means 3 such as touch panel 3b
The monitor 1, the monitor 4, the printer 5, the program software, and the stand device 1 integrally provided with the storage medium are attached to or close to the driveway refueling machine P as shown in FIG. 4. The computer 2 has a CD-ROM or FD
A CD drive 2c and a FD drive 2f for reading and writing data are provided so that a mobile storage medium such as a (floppy disk) can be used.

The stand apparatus 1 can be installed independently of the fueling machine P (shown in FIG. 1), or can be installed on the POS terminal B attached to the fueling machine P (shown in FIG. 3). ), A mode of assembling in the refueling machine P (shown in FIG. 2)
And so on. In the embodiment attached to the POS terminal shown in FIG. 3, the card reader of the POS card can be shared.

Then, as shown in FIG. 4, each of the stand devices 1 is connected by a circuit, and the computer 2 is networked as shown in FIG. Share the data. And each of those computers
The service information processing is always performed at the same time by the server 2. And
As shown in FIG. 5, a host computer 6 installed in the office via one of the representative computers 2a.
To a plurality of offices, and a network between host computers 6 provided for each office.
Data so that they can share data with each other.

That is, the concept of the present invention is not to centrally manage data but to allow distributed processing to be performed by each computer 2 built in the stand device 1 and to host necessary data as a result. The total data transmitted to the computer 6 is processed and managed by the host computer 6 comprehensively. Since all of the information is always processed individually by each computer 2 without passing through the host computer 6, small data processing of data is possible. For this reason, in each of the computer 2 and the host computer 6, the memory shortage is eliminated. Even if the computer 2 is built in all of the stand devices 1, the overall cost is now available at a low price due to the low price of the computer. Especially, the small memory computer is extremely cheap and easily implemented. It is a situation that can be done.

The program software used in the present invention includes OS software, various application software, and dedicated data management software. Then, as shown in FIG. 7, a customer file F capable of recording data for each service item in the storage medium is created, and a keyboard, a touch panel, etc. in the stand apparatus 1 shown in FIG. Input means 3
The user can register the new vehicle number in the customer file F as shown in FIG. 9 (FIG. 8 is a registration work item selection screen displayed on the monitor) by the input operation by the user, as shown in FIG. A list of registered vehicle numbers is displayed on the monitor-4 from a part of the registered vehicle numbers, the registered vehicle numbers are searched, and the designated service item of the customer file F to which the registered vehicle numbers are assigned. Monitor the data of
4 can be displayed. And the stand device 1
The input and update of data into the registered vehicle number-specific customer file F shown in FIG. 9 by the input operation of the keyboard 3a and the touch panel 3b, etc., and the printer of the designated data from the customer file F 5 can be printed out.

Then, an operator on the driveway inputs a part of the vehicle number by the input means 3 while looking at the monitor 4 on the nearby stand device 1, and enters the customer file F
6 and the contents of the work instruction to the worker are displayed on the monitor-4 as shown in FIG. 6, and when the instructed work is completed, data processing of the work completion is performed and the computer of each stand apparatus 1 is processed. The data update and the data stock of the customer file are performed between the data 2 and all the updated data or the data of the designated items are transferred from the representative computer 2a to the host computer every time or periodically. Data to the host computer 6 so that the host computer 6 can perform comprehensive management of customer file data.

According to a second aspect of the present invention, in the configuration of the first aspect of the present invention, as shown in FIG. 1, the stand device 1 is provided with a card reader 7; The data of the POS card 8 brought by the customer is read by the card reader 7, the customer file F is searched and displayed on the monitor 4, and the data is input to the customer file F. And make updates possible.

According to a third aspect of the present invention, in the configuration of the first and second aspects of the present invention, as shown in FIG. Staff temporarily records customer information by voice,
At any time, the operator plays back the recorded sound to obtain the desired data.
Select the data to enable the input and update of data in the customer file F. The recording / reproducing apparatus 9 may be an automatic recording / reproducing apparatus 9 which is automatically turned on when receiving a voice and automatically turned off when no voice is received. Then, the voice of the customer who the operator missed is reproduced at the same time, the desired data is selected, and the data is stored in the customer file.
Input and update of data.

According to a fourth aspect of the present invention, in the configuration of the first to third aspects of the present invention, as shown in FIG. 6, dedicated data management software is
By inputting the four-digit vehicle number in the stand device 1, a list of registered vehicle numbers related to the number is displayed on the monitor-4, and the corresponding registered vehicle number is selected and confirmed from the table, and the registered vehicle number Can be displayed on its monitor-4.

According to a fifth aspect of the present invention, in the configuration of the first to fourth aspects of the present invention, the dedicated data management software sets the evaluation score for each work item of the work instruction content. A worker number entry frame is provided in the work completion confirmation column accompanying the work item to be set, so that the worker who has performed the instruction work can be specified, and the evaluation points can be totaled for each worker number.

[0028]

[Work Flow] The present invention is a system for giving detailed instructions to a worker M near the refueling machine P. The work flow will be described below with reference to FIG. <Continuous Work Flow> When the vehicle A is guided as shown in FIG.
Visually observes the vehicle number, and inputs a four-digit vehicle number using the keyboard on the stand device 1. A list of accurate full registered vehicle numbers including that number is displayed on the screen of the monitor-4. Then, select the correct full registered vehicle number from the list. Then, a screen is displayed on the monitor-4 for the instruction of the data item relating to the fully registered vehicle number. Monitor-4
In accordance with the instructions on the display, the service operation is performed while confirming whether the customer receives each of the displayed services.

After the work is completed, the work "completed" and the worker number of the message displayed on the monitor-4 screen are input by operating the keyboard or touch panel. Then, the display of the work instruction in the “completed” portion is deleted. The work data is stored with a date and time. This data can then be recalled and displayed as a history. This history is managed and aggregated, and individual customer analysis can be performed statistically, so that proactive sales activities for customers, such as guidance by various emails that do not miss the timing (immediately before the refueling timing of the customer's vehicle), are performed. Can be used for When all operations are completed, the customer file is closed by "end" and the monitor-4 disappears. As shown in FIG. 7, the instruction is divided and displayed on the screen to show a concrete instruction of the work content of "planned work" and an office instruction of cautionary content such as "customer contact" or "vehicle contact". .

If the customer is performing input operations on the spot while waiting, the service may be neglected. Also, if the worker remembers what he noticed and tries to input data later, he may forget it. Therefore, if the recording / reproducing device 9 is provided in the stand device 1,
Each time the worker notices, a voice is recorded. Then, after the work is completed, the recorded voice can be reproduced and the desired data can be accurately input to the customer file. In addition, the host computer 6 in the office can simultaneously send instruction data of items to be notified to the operator to the monitor 4 of the stand device 1 and issue an instruction.

Also, the dedicated data management software sets an evaluation score of work performance for each work item of the work instruction content, and also provides a worker number entry frame in a work completion confirmation column accompanying the work item, and And the total number of work performance evaluation scores can be calculated for each worker number. For example, a work grade evaluation score is set for each work item of a work instruction content, and a work number entry frame is provided in a work completion confirmation column attached to the work item, so that the worker who has performed the instructed work can be specified. At the same time, the evaluation score of the work performance of the person can be totaled for each worker number.

[0032]

The present invention is as described above. In a place where a refueling machine P of a gas station is located, an operator uses a stand device 1 to input a vehicle number from an input means 3 such as a keyboard or a touch panel. The customer file is searched, and the designated data in the customer file is displayed on the monitor-4, so that detailed work contents can be instructed to the site worker. Apart from work that cannot be done without high-level specialized knowledge, in general service, even inexperienced part-time workers and part-time workers can perform the same level of work as regular employees. If the regular work and the inspection work are also set as the regular work, the work is instructed to be performed when the time comes, so that it is possible to eliminate the necessity of forgetting the work and repeating the same thing many times.

The contents of the service can be automatically displayed by inputting the type of the vehicle, so that the missed service can be eradicated. For this reason, the customer is assured that the contents given once and the work inspections they have asked for will be faithfully executed regardless of which worker responds, and that they will be able to receive optimal services. it can. Further, the operator creates a new customer file at the stand device 1 near the nearest refueling machine P, inputs and updates the data, and appropriately designates data such as a receipt from the customer file to the printer 5. Can be printed out. Furthermore, if the full number of a stolen or arranged vehicle is registered so that the vehicle can be identified by the full number, it is possible to quickly find and contact the vehicle.

As for the update data inputted by the input means 3 such as the keyboard 3a or the touch panel 3b, the designated data is transmitted to the host computer 6 each time or periodically, and the customer data is updated. Data file can be comprehensively managed. Then, each computer 2 of the stand apparatus 1 in the representative computer 2a always processes the data individually without passing through the host computer 6 at the same time, and simultaneously processes the data in the group. Since it is a shared process, it is possible to process small memory of data, and each computer
In both the computer 2 and the host computer 6, the memory shortage is resolved.

Further, a card reader 7 is attached to the stand device 1.
In the embodiment provided with the function, the data of the POS card 8 brought by the customer is read by the card reader 7, the customer file is called, the instruction of the service contents is displayed, and the accurate service is provided. Screws can be made. Further, in the embodiment provided with the recording / reproducing device 9, the voice can be recorded for the time being, and if there is enough time, the content can be reproduced at any time so that only desired data can be accurately input to the customer file.

Further, the dedicated data management software has four
In a mode in which a list is displayed by inputting the vehicle number in a digit and the owner can be selected and confirmed from the list, a customer file can be easily selected. Further, the computer of the stand apparatus 1 is connected to the computer 2 of the stand apparatus 1 via the host computer 6 connected to the computer 2 of the stand apparatus 1 or the host computer 6 installed in a store or a plurality of affiliated stores. -Data can be shared with Data 2
In any refueling machine, any worker can provide the same detailed customer service.

Also, the dedicated data management software sets an evaluation score of work performance for each work item of the work instruction contents, and provides a worker number entry frame in a work end confirmation column accompanying the work item, and Workers can be identified, and evaluation scores can be totaled for each worker number, giving an objective and fair evaluation of work performance for each worker's work, and complaining about promotion, promotion, etc. Can be solved, the positiveness to work can be brought out, and high quality service can be realized.

[Brief description of the drawings]

FIG. 1 is a perspective view of a stand device.

FIG. 2 is a front view showing an installation form of the stand device.

FIG. 3 is a front view showing another installation mode of the stand device.

FIG. 4 is a schematic view showing an arrangement state in a gas station according to the present invention.

FIG. 5 is a schematic diagram showing a state of a network of the computer of the present invention.

FIG. 6 is an explanatory flowchart showing the flow of the operation of the worker.

FIG. 7 is a front view of a monitor screen.

FIG. 8 is a front view of another monitor screen.

FIG. 9 is a front view of another monitor screen.

[Explanation of symbols]

 DESCRIPTION OF SYMBOLS 1 Stand apparatus 2 Computer 2a Representative computer 3 Input means 3a Keyboard 3b Touch panel 4 Monitor 5 Printer 6 Host computer 7 Card reader 8 POS card 9 Recording / playback apparatus A Automobile P Refueling machine B POS terminal M Worker

Claims (5)

[Claims] At a gas station, a computer
(2) and input means (3) to the computer (2)
A monitor (4), a printer (5), a program software, and a storage medium integrally provided with a stand device (1) attached to or near a driveway refueling machine (P). A computer (2) of each stand device (1) is networked to share data, and a host computer installed in the office via one of the representative computers (2a). A plurality of business offices, and a network is formed between the host computers (6) provided for each business office so that data can be mutually shared. The program software includes O
S software, various application software and dedicated data management software, a customer file (F) capable of recording data for each service item in the storage medium is created, and a stand device (1) is used. A new vehicle number can be registered in the customer file (F) by an input operation by the input means (3), and a list of registered vehicle numbers from a part of the registered vehicle numbers is displayed on the monitor (4). To search for the registered vehicle number, and monitor the data of the designated service item in the customer file (F) to which the registered vehicle number is assigned.
(4) The stand device (1)
File by registered vehicle number by input operation at (F)
And update of data to the customer file (F)
The designated data from the printer (5) can be printed out from the printer (5), and an operator in the driveway can monitor the data on the nearby stand device (1).
While looking at (4), a part of the vehicle number is inputted by the input means (3) to search the customer file (F), and the work instruction contents for the worker are displayed on the monitor (4), and the instruction is displayed. When the completed work is completed, data processing of the work completion is performed, the data of the customer file is updated and the data stock is performed between the computers (2) of the stand devices (1), and the updated data is updated. The representative computer (2a) transmits the data of all or specified items from the representative computer (2a) to the host computer (6) each time or periodically, and the host computer (6)
A work instruction system at a gas station, wherein the system can comprehensively manage customer file data. 2. A card reader attached to a stand device (1).
(7), the data of the POS card (8) brought by the customer is read by the card reader (7), the customer file (F) is searched and the monitor (4) is displayed. 2. A work instruction system at a gas station according to claim 1, wherein the information can be displayed, and data can be input and updated in the customer file (F). 3. A recording / reproducing device (9) is provided in the stand device (1), and a worker temporarily records customer information by voice, and the worker reproduces the recorded voice at any time to obtain desired information. 3. The work instruction system in a gas station according to claim 1, wherein data can be selected to input and update the data in the customer file (F). 4. The dedicated data management software displays a list of registered vehicle numbers associated with the four-digit vehicle number on the monitor (4) by inputting the four-digit vehicle number in the stand device (1). Select and confirm the corresponding registered vehicle number from the table,
The work instruction at a gas station according to any one of claims 1 to 3, wherein the work instruction content of the customer file (F) relating to the registered vehicle number can be displayed on the monitor (4). system. 5. The dedicated data management software sets an evaluation score for each work item of the work instruction content, and provides a worker number entry frame in a work completion confirmation column accompanying the work item to perform an instruction work. The work instruction system for a gas station according to any one of claims 1 to 4, wherein a worker can be specified, and evaluation scores can be totalized for each worker number.