KR100453469B1 - Counter business device and counter business management method - Google Patents

Abstract

In financial counter duties, there is a pre-registration function at the lobby counter on the assumption of processing a bill image, but it is premised on the completion of service at a low counter with a cashier, so the cash counter for realizing cashlessness of the cashier Unification is not possible. It is not possible to separate the time-consuming service portion of a series of customer services and to increase the number of windows, and to efficiently provide service to customers. Therefore, full equipment is required at all counters to complete customer service, and the equipment investment is expensive. In addition, the processing is performed only in a fixed order in which the documents are returned, and the window to which the customer goes is a fixed order, and also a reception order. Therefore, it is not possible to flexibly cope with a different time taken by the customer to the next window for each processing task. The customer's service requirements are received from the customer's fill-in form (account transfer, application for payment of funds, etc.) or from a reception desk that accepts the customer's requirements directly. The service requirements are centralized and managed by the work DB, and the system determines which service should be moved next, and sends an instruction to the reception counter terminal. When the customer comes from a separate window, the next service takes over the service information performed so far by reference to the work DB, and continues the service.

Description

Counter business device and counter business management method {COUNTER BUSINESS DEVICE AND COUNTER BUSINESS MANAGEMENT METHOD}

The present invention relates to a system and method for providing a customer service using a plurality of counters for a given customer, having a plurality of counters in a sales office.

Conventionally, financial branches usually have a customer's written form and submit it to a high counter to receive the service from the attendant at the counter, or consult the agenda directly to the low counter to receive the service. there was.

Therefore, in order to avoid congestion at the time of reception, a wind machine in which a customer fills in necessary matters in advance at a lobby counter of a financial sales store, reads a book image, and uses the data by a cashier. ), The idea of a financial store system that can carry out service processing (settlement processing) at a low counter. The prior art for realizing such a method is described in Japanese Patent Laid-Open No. 11-232362.

However, in Japanese Patent Laid-Open No. 11-232362, the pre-receipt function at the lobby counter on the premise of processing the ticket image is a point, but since the premise of service completion at the low counter with the cashier is realized, the cashless of the cashier is realized. It is difficult to unify the cash window for such purposes (for example, the handling of cash such as the payment of a down payment or the deposit of any amount at the time of opening a new account). In other words, in a series of customer services, it is not possible to separate the time-consuming service portion and to expand the window alone, and to efficiently provide service to the customer. Therefore, full equipment (e.g. bankbook printer, cash machine, etc.) for completing customer service is required at every window, and it is expensive in terms of equipment investment.

As another conventional technique, Japanese Patent Laid-Open No. 10-247211 discloses the following technique. This is a representative example of the counter office of the municipality. Here, at the general counter, a receptionist table giving a visitor a number is issued. At that time, information required for providing a desired service is input from the touch panel computer in the order of reception, and the information is unified and used as a server computer for subsequent call, accounting, and receipt of internal office work and grant. Relevant documents are returned to the conveyor at the next processing location or teller. Here, the division of office work is divided, and the customer receives the window service at a plurality of windows in the conveyor conveyance order.

However, in Japanese Patent Laid-Open No. 10-247211, since the processing is performed in the order in which the documents are returned, the processing can only be performed in a fixed order. The window to which the customer goes is naturally a fixed order and also a reception order. Therefore, it is not possible to flexibly cope with the difference in the time taken by the customer to the next window for each processing task, and the short processing with the waiting time is not possible. In addition, a window that receives the following services cannot be freely selected.

As another conventional technique, Japanese Patent Application Laid-Open No. 11-213060 discloses a procedure format that a customer uses in a window processing and inputs it to an order acceptor with an image OCR function, so that the order acceptor first executes the process of accepting the order. The customer can issue a reception card to the customer, read the character data written in the form of the form, and transmit it as image data to the processing server, character recognition of the image data transmitted to the processing server, and the processing window according to the read business classification. Selecting an apparatus, determining the processing status of the window of the transmission destination at the time of data transmission, and transmitting to the window where processing wait is considered the least is disclosed.

However, Japanese Patent Application Laid-open No. Hei 11-213060 discloses only the process of taking over from the procedure receiver to the counter, but does not disclose the process of taking over from the counter to another counter. Therefore, the order acceptor is not considered until a plurality of cases. In addition, only the empty window is judged, and it is not considered even to judge the customer whose previous service was terminated quickly. Moreover, since the window apparatus which can process according to the job division content previously formatted on the table is selected, it is difficult to select the processable window apparatus when the table of contents is not formatted.

An object of the present invention is to provide a division of counter services and to provide a flexible information cooperation (takeover) method therebetween.

In the present invention, the cooperative process is performed using the database of the window service.

The customer's service requirements are received from the customer's fill-in form (account transfer, application for payment of funds, etc.) or from a reception desk that accepts the customer's requirements directly. The received customer service request is unified and managed in a work DB (database), and the system judges which service should be transferred next, and sends an instruction to the reception window terminal side. The next service performs the continuous service by taking over the service information (referred to as a work DB) that has been performed so far when the customer comes from a separate window.

BRIEF DESCRIPTION OF THE DRAWINGS The figure which shows the outline | summary of the service process of this invention.

2 is a system configuration diagram for realizing the process of the present invention.

3 is a configuration diagram of a service management table.

4 is a configuration diagram of a window definition table.

5 is a configuration diagram of a target task definition table.

6 is a flow chart showing the main processing of an embodiment of the present invention.

7 is a detailed view of step 300.

8 is a detailed view of step 700.

9 is a detailed view of step 800.

10 is a detailed view of step 1100.

It is a figure which shows the example of the information display and operation screen in the sales terminal for the reception window of this invention.

It is a figure which shows the example of the information display and operation screen in the sales terminal for the procedure window of this invention.

Fig. 13 shows the configuration of a customer card issued to a customer as needed.

<Explanation of symbols for main parts of drawing>

1: reception counter

2: automatic

3: procedure window

4: consultation counter

10: Device group for reception window

20: Device group for cash payment / reception window

30: Device group for procedure window

40: device group for consultation terminal

50: business management server

60: work DB

70: host

Hereinafter, an embodiment of the present invention will be described. In FIG. 1, the outline | summary of the service processing structure of this invention is shown. As shown in Fig. 1, a customer who has visited a financial branch shows a ticket or a card at the reception window 1, and a receptionist in charge performs input of customer reception information. After the customer information is inquired to the host based on the information input from the receptionist, the customer is managed on the work management server and the work DB until the customer completes the service. Next, counseling is carried out for consultation with the procedure counter 3, the loan, etc., which is a payment / reception-only window for cash or the like, based on the information of the next service that is handed over from the work performed at the reception desk 1 through the work DB. An optimal handover window is set up, such as a window 4 and an automatic machine (ATM: 2) that performs cash withdrawal and withdrawal, and provides the next service when the customer comes to the window. In this way, the window is specialized and handover of the processing is performed through the DB.

Next, a system configuration for realizing the process of the present invention is shown in FIG. In Fig. 2, the system configuration of the present invention mainly includes the device group 10 for the reception window, the device group 20 for the cash payment / reception window, the device group 30 for the procedure window, and the device group 40 for the consultation terminal. ), And a task management server 50 for managing the reception from the branch office for each customer to the completion of the service, a task DB 60, and a period business for managing the customer account information in the bank, etc. It consists of the host 70 which performs. The host has a database that stores customer account numbers, balances, and the like, and has a function of transaction processing. Each device group is connected by a network (wired, wireless, leased line, public line, etc.).

Here, the device group for the reception window 10 prints the documents to a normal paper base such as a branch terminal 11 operated by a receptionist, a bankbook printer 12 for performing a bank account printing, reading, etc., a reception result. The printer 13, the scanner 14 which reads the documents carried by the customer, etc. into image data, and the card issuer 15 which outputs the card handed to the customer for the service handing over to the customer.

The apparatus group 20 for a cash payment / reception window is comprised with the automatic cash advance machine (ATM) 2.

The procedure window apparatus group 30 includes a branch terminal 31 where a cashier who can handle a procedure or the like directly operates, a cash machine 32 that performs cash in / out, and the apparatus group for the reception counter 10. It is comprised by the same bank account printer as the bank account printer 12 in this.

The counseling terminal device group 40 is composed of a counseling terminal 41 directly operated by a counselor and a TV conference apparatus 42 for conducting remote consultation in the case of professional consultation. In addition, the TV conference apparatus 42 is connected to a center reception terminal 43 to which a professional counselor can respond via a network.

Next, the management table on the work DB 60 for unifying and managing by the work management server 50 shown in FIG. 2 is shown in FIGS. The management table on the work DB 60 may be generated by the work management server 50 by input from an operator, or may be automatically generated by the work management server 50.

First, when the customer comes to the reception counter 1, the service management table 6100 which manages the process of the reception clerk is shown in FIG. The service management table 6100 of FIG. 3 is used to store the item No. column 6110 for storing the item No., the customer No. column 6120 for storing the handling customer No., and the No. of the receptionist in charge. In charge column No. column 6130, terminal No. column 6140 for confirming the operated terminal No., reception contents column 6150 for storing service reception contents, next service column for storing service contents after the takeover (6160), the next service window (6170) for storing the No. of the window for performing the next service, and the window for handling the same next service, the priority is determined from the relationship of the processing time, and the priority is determined. The priority column for storing is composed of 6180.

Next, the window definition table 6200 which stores the definition information of each service window is shown in FIG. The window definition table 6200 of FIG. 4 includes a terminal No. field 6210 for storing the No. of the terminal, a target job field 6230 for storing the target work content, and a next for storing candidates for the next service. The service candidate column 6240 and the target window column 6250 for storing the target window are comprised. For example, if it is a window of customer service reception work, candidates for the next service may be cash payment, cash receipt, consultation, and the like. In addition, it is shown that there is one or a plurality of target windows in each.

Next, Fig. 5 shows a target task definition table 6300 that stores information defining the contents of reception at the terminal for the target task. The target task definition table 6300 of FIG. 5 includes a terminal No. column 6330 for storing the terminal No., a target task column 6340 for storing the contents of the target task, and a reception service for each target task. It is composed of a reception contents column 6350 for storing the contents. For example, the terminal 001, which is a service for receiving customer service, is a kind of reception, such as direct deposit, withdrawal, payment of funds or opening an account.

Next, the outline of the processing flow of this invention is shown in FIG. 6 is a flowchart of a process executed by a program stored in the task management server 50. In addition, the program can be recorded on a computer-readable recording medium (for example, CD-ROM or DVD-ROM, etc.), and can also be distributed over a network. In Fig. 6, in step 100, it is determined whether or not the customer first receives the service at the branch, that is, the first reception work. This is determined by whether or not there is a registration in the table 6100 of FIG. If it is the first time as a result of the determination, the flow proceeds to step 200. On the other hand, if it is not the first service, that is, the next service, the process proceeds to step 400.

Next, in step 200, the customer's request is received or the customer's request is inputted by the cashier's data input to the service management table 6100 on the work DB 60 via the work management server 50 of FIG. Save it.

Next, in step 300, the service contents of the received customer request are determined, stored in the service management table 6100 as received contents, and the flow proceeds to step 600. FIG. Details of step 300 will be described later with reference to FIG. 7.

Next, in step 400, in response to a request from the counter, the next service which is transferred (continued) from another counter is read from the service management table 6100.

In step 500, the service process is performed after reading in step 400, and the process proceeds to step 600.

Next, in step 600, it is determined whether there is a next service that continues processing at another window. This determination is performed by referring to the window definition table 6200 of FIG. 4 to see whether there is a candidate for the next service for the current service. This is because the customer does not decide whether or not there is a next service, but performs processing for requesting the next service based on the current service. For example, if the current target task is "Procedure", there is no next service. As a result of the determination, if there is a next service, the process proceeds to step 700. If there is no next service, the process of the present invention is terminated.

Next, in step 700, a process of separating a part of the next service is performed. The separation between the next service part and the existing service is performed by determining the target service of the window definition table 6200 of FIG. 4 and the next service candidate. Details of step 700 will be described later with reference to FIG. 8.

Next, in step 800, a window of the next service among the services separated in step 700 is set and stored in the service management table 6100 of FIG. Details of step 800 will be described later with reference to FIG. 9.

Next, in step 900, it is determined whether there are a plurality of agenda waiting states at the window of the same next service. This is based on the next service column of the service management table 6100 of Fig. 3, and the waiting state is determined depending on how many there are the same windows. In this figure, there are two waits at the ATM. As a result of the determination, if there are a plurality of agenda waiting, the process proceeds to step 1000. On the other hand, if there are not a plurality of agenda waiting, the process proceeds to step 1100.

Next, in step 1000, the priority of the plurality of waiting items at the window of the next service is set, and when there are a plurality of windows that can provide the same service, the terminal (window) is allocated to the service management table of FIG. In the priority column 6180 of 6100. In setting the priority, if the processing time of the service handed over from the previous window is short, the customer is likely to come to the next service window, so the priority is raised (for example, "A"). On the other hand, when the previous reception takes time (withdrawal of cash, etc.), the customer does not come immediately to the next service, so that other customers can receive the service at the next service window as soon as the reception takes time. Priority is set lower than service ranking (for example, "B"). For example, if the time required for the settlement process is different, ending early increases the priority of the next service. In addition, there may be a case where a cash flow is immediately received after receipt, and a case where a person is directed to a consultation counter once. As described above, the present invention can flexibly respond to the destination, priority, and the like to the next service. In other words, the priority is based on the processing time (the time when the previous service ends) required for the previous service, and the priority of the customer with the fast processing time (the time when the end is quick) is set. In the specific processing, the required processing time management table indicating the relationship between the contents of the target task and the required processing time required for the task processing is stored by the task management server 50. When the window of the previous service has started processing, the work management server 50 extracts the target task performed at the window of the previous service, the required processing time and the target window of the next service from the required processing time management table, and the remaining processing. It is registered in the time management table as the processing time required and the target window of the next service. The task management server 50 subtracts (ie, updates) the remaining processing time of the processing remaining time management table over time. The task management server 50 extracts the processing remaining time of the processing remaining time management table for the target window of the next service at every predetermined time point, and the window of the previous service (ie, customer or agenda) in order from the shortest remaining processing time. Are rearranged and given priority (for example, A, B, C, ...), and registered in the priority column 6180 of the service management table 6100. In addition, the required processing time management table may be created by input of a traveler, or may be automatically created by the work management server 50 by obtaining the average value or the maximum value from the past required processing time.

Next, in step 1100, the information handover to the corresponding next service window, that is, the customer number for the service is stored in the service management table 6100 of FIG. 3, and the flow returns to step 100 again.

This concludes the overview of the processing flow of the present invention.

Next, a detailed description will be given of the determination processing of the service contents of step 300. As shown in FIG. 7, in step 310, step 330, step 350, and step 370, the service requested by the customer is determined in order. The receptionist who received the application from the customer inputs the type of service to the terminal. In step 300, the type of service is determined based on the input information. In addition, when reading an application from a customer using an image scanner or the like, or reading the application contents from a storage medium in which the application is stored in advance, an identifier for identifying the type of service of the application, as described in Japanese Patent Application Laid-Open No. 11-213060. It is desirable to install it. In step 300, the type of service is determined based on information read by an image scanner or the like. For example, in step 310, it is determined whether the customer request is direct deposit. As a result of the determination, when the direct deposit service is performed, the flow proceeds to step 320. On the other hand, if no direct deposit service is performed, the process proceeds to step 330. Next, in step 320, the deposit preparation preparation process for inputting the deposit, customer data (deposit amount, account number, name, etc.) and the like is performed. Based on the inputted data, the host 70 in FIG. 2 is directly contacted, and data inquiry such as a customer account is performed. After that, the service progress for the customer is managed by the work DB 60 through the work management server 50 of FIG. 2 until the service for the customer is completed.

Next, in step 330, it is determined whether to open an account. As a result of the determination, when the account opening process is performed, the process proceeds to step 340. On the other hand, if no account opening process is performed, the process proceeds to step 350. Next, in step 340, an account opening process is performed. If it is not accompanied by cash, assuming that the service is completed only at this window, the service will be performed at the same window until the issuance of the account book and complete the service.

Next, in step 350, it is determined whether or not to make a public money payment. As a result of the determination, in the case of making a money transfer, the process proceeds to step 360. On the other hand, if no payment is made, the process proceeds to step 370. Next, in step 360, a book acceptance process is performed in which a customer-submitted document for payment is read by the scanner 14 of FIG. 2 and entered as electronic data.

Next, in step 370, it is determined whether the customer has come to the loan (financing) consultation. As a result of the determination, when the loan counseling is performed, the flow advances to step 380 to enter the loan counseling into the work DB. On the other hand, when the loan consultation is not performed, the process proceeds to the next service content determination process.

This concludes the detailed description of step 300.

Next, a detailed description of the separation of the service processing of step 700 will be given. This is similarly controlled by the work management server 50. As shown in FIG. 8, in step 710, information reading of the window reception processing portion already completed is performed from the service management table 6100 of FIG. 3 to the next service window. In other words, it goes to read the work DB 60 at the request from the next window and checks what work service was received in the previous process.

Next, in step 720, the entire process of the service (including the next service candidate) is read from FIG. In other words, the process executed so far and the process to be performed from now on are read.

Next, in step 730, the process ending in the reception process or the like is separated from the process of the next service (that is, since the process has been executed so far, the next decision is made to perform this process), and the next service shown in FIG. It selects from the candidate column 6240 and stores it in the next service column 6160 of FIG.

This completes the detailed description of step 700.

Next, the setting of the next service in step 800 will be described in detail. As shown in Fig. 9, in step 810, the next service data stored in the next service field 6160 of Fig. 3 is read. Next, in step 820, the window for reading the next service process is determined and stored in the next service window column 6170 of FIG.

Next, in step 830, it is determined whether the service transfer card is issued to the customer at the next service window. As a result of the determination, if issued, the flow proceeds to step 840. If not issued, the process of step 800 ends.

Next, in step 840, the information (for example, the serial number of the day) that can specify the customer to take over to the transfer card to be delivered to the customer is written on the bankbook and card issuing machine of FIG. Based on the customer information, the service DB is read from the terminal at the next window and the next service is performed.

Next, in step 850, the handover card written in step 840 is output and issued.

This concludes the detailed description of step 800.

Next, the details of the processing for taking over the information at the next service window in step 1100 will be described. As shown in FIG. 10, in step 1110, the determination of what kind of window of the next service is made is performed by reading the information stored in the service management table 6100 of FIG. As a result of the determination, for example, in the case of a procedure service relating to payment or receipt of cash, the flow proceeds to step 1120. On the other hand, in the case of counseling, such as Ron proceeds to step 1130. In the case of processing by an automatic machine or the like, the process proceeds to step 1140 and proceeds to the setting step of the next set service window. When the same process can be processed at a plurality of windows, it is determined at any one of step 800 of FIG. 6 described above. Next, in step 1150, the service can be referred to the dividend window set in step 1120, step 1130, step 1140, etc., that is, the data of the service management table of FIG.

This completes the detailed description of step 1100.

Next, FIG. 11 shows an example of the reception processing screen display 101 on the branch terminal 11 in the reception counter apparatus group 10 of FIG. 2. As shown in Fig. 11, a reception processing screen display example 1011 for performing a reception processing of a customer is mainly a reception processing screen area 1011, a terminal (window) priority display area 1015, and a reception that mainly perform a reception processing. A processing completion information display area 1016 and a next service take over information area 1018 for displaying take over information to the next service. In addition, the reception processing screen area 1011 includes at least a customer information area 1012 displaying customer information, an image data display area 1013 displaying image data of a document carried by a customer, and a reception processing operation. It consists of a complete button (display) to select. The attendant looks at the next service takeover information 1018 to inform the customer of the window to move to the next. In addition, the terminal may inform the customer of the next service window based on the next service handover information 1018, or a cashier who performs the processing of the next service may call the customer. Next, it is assumed that the reception processing completion information area 1016 includes at least a button display area 1017 for issuing a customer card for taking over the service as necessary when the reception ends at the reception window.

Next, the next service business process screen example 301 on the branch terminal 31 in the procedure group apparatus 30 of FIG. 2 or the consultation terminal 41 in the apparatus group 40 for consultation terminals. Is shown in FIG. As shown in Fig. 12, the next service processing screen area 3011 for performing the next service processing for the customer, the display area 3013 for displaying the unique information of the customer, and the service processing for displaying the completion information of the service processing; The completion information area 3014 and the previous service process information area 3015 which display the service process history performed so far are comprised. Next, it is assumed that the next service processing screen has at least a completion button display area 3012 used for processing completion.

Next, in the bankbook card issuing machine 15 shown in FIG. 2, the structure of the service transfer customer card 2000 which is intended to issue to a customer when the next service is performed automatically is shown in FIG. The customer card 2000 of FIG. 13 is a card which holds at least the customer's item No. and the customer's No. for checking with the information on the customer management table 6100 shown in FIG.

In addition, the technical idea of this invention is not limited to the banking service of a bank, but also the banking service of a securities company, an insurance company, a consumer banking, a credit card company, other financial institutions, the window service of the city hall and other public institutions, a ticket sales company, and a travel. It can be applied to the counter business of an agency company.

Hereinafter, the effect of the Example of this invention is demonstrated.

According to the embodiment of the present invention, it is not necessary to have full equipment for each window, and the order of setting the order of visiting the flexible service window and the priority can be set. Period-of-day business processing is provided by installing a job management server that performs window management different from the host that performs the periodical business, communicating only with the host according to the periodical business, and letting the business management server handle the management of the processing at other windows. It is possible to efficiently manage the processing at the window without changing. In addition, by unifying and managing the progress of the customer service through the work management server, it is possible to cope with sudden window changes, and to customize the timing of the handover service at the same time as the service separation definition of the target work is changed. In addition, by dividing the windows for each type of work, the number of windows that handle time-consuming tasks can be increased to avoid congestion or to limit cash handling so that investment in equipment can be reduced so that there is no need to duplicate devices at each window. It may be effective. In addition, it is possible to unify cash management, thereby reducing troubles in cash handling. In addition, by separately registering the next service or the next service counter in the work DB, the order or destination of the target counter for the customer can be freely set. In addition, since the time according to the current service is small, it is possible to perform flexible window management with low waiting time as a whole rather than the order of reception such as increasing the priority of the next service.

Claims (9)

In the business processing apparatus for processing the business for the service provided to the customer in accordance with the service request from the customer, A plurality of terminals that receive the service request and provide the service, a work database storing data managing the processing flow of the service, and a work management server managing the processing flow of the service, The business database stores a terminal definition table defining a target business, a next service candidate, and a terminal for processing the next service. The work management server refers to a means for storing the received contents or the transfer service contents from the terminal in the work database, and the terminal definition table in the work database with the received contents or the transfer service contents as the target task. Means for determining a next service corresponding to the reception or transfer service and a terminal for processing the next service and storing it in the business database; And the terminal processing the next service processes the next service by referring to the next service in the business database. The method of claim 1, And the job management server determines whether there is the next service by referring to whether the next service candidate corresponding to the reception or previous service exists. The method of claim 2, When there are several terminals processing the next service for one of the candidates of the next service, the business process of selecting the one and storing the next service and the next service as a terminal to store in the business database. Device. The method of claim 1, The task management server stores a time management table that defines the target task and the processing time required for the target task, The task management server manages the time required in the task management server using the received contents or the previous service contents as the target task when there are waiting items of a plurality of customers in one terminal for processing the next service. And a processing time required for the reception or transfer service by referring to a table, and prioritizing the waiting item based on the processing time required for the target task. The method of claim 4, wherein And the task management server sets the priority of the waiting items for which the processing time required for the reception or transfer service is short. The method of claim 1, And the terminal for processing the reception or transfer service comprises a display device for displaying information indicating the terminal for processing the next service. In the business processing apparatus for processing the business for the service provided to the customer in accordance with the service request from the customer, A host computer running a line of business, A plurality of terminal apparatuses which perform division-processed process and are equipped with the facilities which are necessary for each process, A business database for storing information indicative of a terminal device to perform next process and next process required to execute a specialized process over part or all of the plurality of terminal apparatuses; A task which functions independently of the host computer and performs a task having a plurality of processes requested by the customer by performing a takeover of the process between the plurality of specialized terminal devices by the information stored in the task database Having a management server, The task management server refers to the information stored in the task database, and determines a terminal apparatus to perform the next to be executed process and the next to be executed corresponding to the previously executed process, and to be executed next. A terminal device which performs the processing to be performed and the processing to be performed next, in the business database, The terminal device that performs the next process to be executed performs the process that should be executed next by referring to the process that should be executed next in the business database, thereby processing between the plurality of terminal devices. Business processing device to take over. A window work apparatus including a plurality of terminals that receive the customer service request and provide the service, a work database storing data managing the processing flow of the service, and a work management server managing the processing flow of the service. In window duties management method in Storing, by the business database in advance, a terminal definition table defining the target task, the candidate for transferring the previous service, and the terminal for processing the transfer service; Receiving, by the terminal, a service request from the customer; Storing, by the task management server, contents received or transferred from the terminal to the task database; The task management server determines a next service corresponding to the reception or transfer service and a terminal for processing the next service with reference to the terminal definition table in the task database using the reception contents or the transfer service contents as the target task. Storing the data in the business database; Processing, by the terminal processing the next service, the next service with reference to the next service in the business database; Window task management method comprising a. The method of claim 8, And the terminal receiving the service request, issuing a handover card in which the information specifying the customer is issued.