KR20110130659A - System for guiding window service and controlling method thereof - Google Patents

Abstract

PURPOSE: A window guidance service system is provided to execute a work program for processing the work of a call client. CONSTITUTION: A number issuing unit(100) issues the number check to a client. A management server(200) provides an assigned waiting number to a number check publishing device. According to a client call command, the management server provides the work program information for processing the selective work of a called customer. A window terminal(300) transmits the client call command to the management server. According to the work program information of a call client, the window terminal executes the work program.

Description

Window guidance service system and its control method {SYSTEM FOR GUIDING WINDOW SERVICE AND CONTROLLING METHOD THEREOF}

The present invention is a window guidance service system and a control method that can efficiently perform the operation and customer-oriented window work by operating the work resources variably according to the work environment and providing differentiated guidance services according to the customer rating of the visiting customer It is about.

Customer service is processed in the order of receipt by using the ticket vending machines installed in the business places such as banks, securities companies, government offices, hospitals, airports, etc. In order for the agency to handle various and complex tasks efficiently, a waiting number will be issued to selectively handle the tasks assigned to the windows.

Not only are the requested tasks of customers visiting the business site unspecified, but the number of customers who visit may vary according to business hours. For this reason, the work is concentrated in some windows, and at the same time, there may be fewer customers waiting for the work at other windows. In particular, the difference between waiting customers assigned to counters when the work is concentrated can be deepened. In other words, the amount of work allocated to all the windows in the shop is uneven, resulting in waste of work resources, and thus, the processing time of waiting customers concentrated at the windows can be increased, thereby increasing customer complaints.

On the other hand, banks, hospitals and other establishments provide a separate reception area for the convenience of preferential customers and provide guidance services for preferential customers only. However, although the preferential customers occupy a smaller proportion than most of the visiting customers who do the normal work, there is an economic cost burden because the hospitality space for only a few preferential customers must be installed in the workplace and staffed.

One aspect of the present invention is to efficiently distribute the work resources according to the work environment and to provide a guide service differentiated according to the customer grade.

A window guide service system according to an aspect of the present invention comprises: a number ticket issuing machine for receiving a job selection information and customer information from a customer, and issuing a number table printed with a waiting sequence number to the customer; A management server that provides the number table issuer with a waiting sequence number assigned using the task selection information and the customer information provided from the number table issuer, and provides work program information for processing the selected task of the calling customer according to a customer call command; And a window terminal for transmitting a customer call command for calling the customer who has received the number table to the management server and executing a work program according to the work program information of the calling customer.

The management server includes a waiting customer list processing unit for creating a waiting customer list based on the work selection information and the customer information and transmitting the waiting customer list to the counter terminal, and the waiting customer list includes waiting numbers, waiting times, work types, and customers. Include at least one of name and customer rating.

The window terminal includes a calling unit for transmitting a customer call command when calling a customer according to the waiting order in the waiting customer list, and a program executing unit for executing a work program of the calling customer.

The window terminal includes a program storage unit for storing a work program of the calling customer.

And a central server providing customer information and application programs retrieved from a customer database according to a request of the management server, and the teller terminal executes a work program provided from the management server or the central server.

And a sequence number indicator for displaying the waiting sequence number of the calling customer, wherein the program executing unit executes a program in parallel with an operation before the calling unit transmits the waiting sequence number of the calling customer or transmitting the waiting sequence number to display the waiting sequence number. Run

A window guide service system according to an aspect of the present invention comprises: a number ticket issuing machine for receiving a job selection information and customer information from a customer, and issuing a number table printed with a waiting sequence number to the customer; A plurality of window terminals for processing the business of the customer; Providing a list of waiting customers based on the work selection information and the customer information to the plurality of window terminals, adjusting the window work amount of the plurality of window terminals, and reflecting the result of the work amount adjustment. And a management server that changes and provides the plurality of window terminals.

The management server is a window workload calculation unit that calculates the window workload by multiplying the waiting staff and the average work processing time for the plurality of window terminals, and performs the task of any one of the plurality of window terminals. We include window workload adjustment department to transfer business to.

The window workload amount calculating unit calculates the window workload by further considering a weight determined according to the skill of the window staff assigned to the window terminal in addition to the waiting staff and the average work processing time.

Each of the plurality of counter terminals is designated with a basic task for processing business and a support task for processing tasks transferred from another counter terminal, respectively, and the counter workload amount adjusting unit is assigned to the basic tasks assigned to the plurality of counter terminals. Adjust workload based on support tasks.

When the teller in charge of the teller terminal requests the away, the task assigned to the teller workload adjustment unit transfers the work assigned to the teller terminal requesting the visit to another teller terminal.

At the request of the teller in charge of the teller terminal, one of the teller terminals handling the first task can be transferred to another teller terminal, and the other teller terminal takes over from the teller terminal to the first teller terminal and finishes the customer's work. .

A window guide service system according to an aspect of the present invention comprises: a number ticket issuing machine for receiving a job selection information and customer information from a customer, and issuing a number table printed with a waiting sequence number to the customer; A plurality of window terminals for processing the business of the customer; Provide a waiting customer list prepared based on the job selection information and the customer information provided from the number table issuing machine, and provide the waiting sequence number to the calling customers who work at the plurality of counter terminals according to the result of determining the customer grade according to the customer information. Includes a management server to assign.

The management server includes a sequence allocation system that allocates a standby sequence number so as to preferentially process a preferential customer as a result of the determination of the customer grade.

If a window terminal for processing the preferential customer is designated among the plurality of window terminals, the order allocation unit allocates a sequence number separately from the issue order number to process the work selected by the preferred customer at the designated window terminal, and the number ticket issuing machine A number plate with a separately assigned serial number will be issued to the Preferred Customer.

The order allocation government leaves the order number to be assigned to the preferential customer as a preliminary number, and assigns a preliminary customer any one of the preliminary numbers that can be dealt with the fastest among the preliminary numbers left at the preferred customer visit.

According to the instruction of the counter staff, the order allocation system sets the number obtained by adding the setting number to the reserve number as the reserve number.

The order allocation system sets a number designated by the teller as a reserve number.

The sequence number allocation unit sets the number plus the set number according to the working time as the reserve number.

The control method of the window guidance service system according to an aspect of the present invention, confirms the customer's work selection and customer information; A waiting customer list for performing a task at a teller terminal using the task selection and customer information of the customer is prepared and transmitted to the teller terminal; Transmitting the work program information for processing the work of the calling customer to the teller terminal according to the call request command of the teller terminal receiving the waiting customer list; The window terminal executes the work program of the calling customer according to the work program information.

The waiting customer list includes information on at least one of waiting sequence number, waiting time, work type, customer name, and customer grade, and according to the change of the waiting customer according to the selection of a new visiting customer or completion of the calling customer's work. Change the waiting list.

The work program is executed in parallel with the operation of displaying the calling customer's number on the turn indicator before transmitting the turn of the calling customer to the turn indicator at the window terminal.

The control method of the window guidance service system according to an aspect of the present invention, confirms the customer's work selection and customer information; Creating a standby customer list using the customer's work selection and customer information and providing the same to a plurality of counter terminals; Adjusting a window work amount for the plurality of window terminals received the waiting customer list; In order to reflect the result of adjusting the window work volume, the waiting customer list is changed and provided to the plurality of window terminals.

The counter workload adjustment calculates the counter workload of the plurality of counter terminals, and transfers the tasks of one counter terminal to another counter terminal according to the calculated counter workload.

Calculating the window work amount multiplies the waiting staff of the window terminal and the average working time.

The window workload is calculated by further considering weights according to the proficiency of the counter staff of the counter terminal, in addition to the waiting staff and the average working time of the counter terminal.

The control method of the window guidance service system according to an aspect of the present invention, confirms the customer's work selection and customer information; Differentially assigning waiting numbers to customers according to the result of determining the customer grade according to the customer information; Using the customer's work selection and customer information, a waiting customer list for performing a task at the counter terminal is prepared and transmitted to the counter terminal.

When a plurality of window terminals are provided to process the customer's business, and a window terminal for processing a preferential customer is designated among the plurality of window terminals, the client waits separately from the order of issue so as to preferentially process the preferential customer. Assign a turn.

When issuing the waiting number to the customer, the order number for the preferential customer is left as a spare number, and the preliminary number assigned to the customer may be assigned the preliminary number that can be processed as soon as possible.

When the customer tells the staff when the waiting number is issued, the number plus the set number is set as a spare number.

When issuing the waiting number to the customer, the number designated by the teller is set as a spare number.

When the work time for issuing the waiting sequence number to the customer is the setting time, the number plus the setting number is set as the preliminary number.

As described above, the window guide service system and the control method thereof according to the embodiment of the present invention can be prepared to perform the work process by executing the work program for processing the call customer's work before the call customer comes to the window.

The window guidance service system and the control method thereof according to an embodiment of the present invention can efficiently use work resources by adjusting the amount of work of the window terminal so as not to be biased toward one window terminal.

The window guidance service system and the control method thereof according to an embodiment of the present invention can be solved through the adjustment of the amount of work through the transfer of work even in a situation where the personal staff of the window staff should be emptied.

The window guidance service system and the control method thereof according to an embodiment of the present invention can be preferentially treated by assigning a separate number to the preferential customer, and designate a window for handling the preferential customer's work and have high work proficiency. By assigning a counter staff, we can provide high-quality hospitality to preferential customers.

The window guidance service system and the control method thereof according to an embodiment of the present invention leave a preliminary number for the preferential customer when issuing the order number, and assigns an appropriate preliminary number from the preparatory number when the preferential customer visits the preferential customer without waiting for a long time. Can be received.

1 is a block diagram of a window guidance service system according to an embodiment of the present invention.
FIG. 2 is a detailed configuration diagram of the management server of FIG. 1.
3 is a detailed configuration diagram of the window terminal of FIG. 1.
4 is a table for explaining the basic tasks and support tasks to be determined at the window terminal according to an embodiment of the present invention,
5 is a view for explaining an example of a waiting customer list to be sent to the teller terminal according to an embodiment of the present invention.
FIG. 6A is a diagram illustrating a waiting person for each counter terminal according to a task type according to an exemplary embodiment of the present invention. FIG.
FIG. 6B is a view for explaining waiting personnel for each window terminal that has performed business adjustment according to an embodiment of the present invention. FIG.
FIG. 6C is a view for explaining an example of a waiting customer list in a window terminal having a business adjustment according to an embodiment of the present invention. FIG.
FIG. 6D is a view for explaining an example of a standby customer list configured to process a preferential customer at a designated window terminal according to an embodiment of the present invention.
7 is a flowchart illustrating the overall operation of the control method of the window guide service system according to an embodiment of the present invention.
8 is a flowchart illustrating an operation of adjusting a task of a window terminal according to an embodiment of the present invention.
9 is a flowchart illustrating a business process operation for a preferential customer according to an embodiment of the present invention.
10 is a view for explaining an operation of setting a preset number as a spare number according to an embodiment of the present invention.
11 is a view for explaining the operation of setting the preliminary number in accordance with the instruction of the teller according to an embodiment of the present invention.
12 is a diagram for describing an operation of setting a spare number whenever a predetermined time elapses according to an embodiment of the present invention.
13 is a flowchart illustrating an operation of issuing a number tag to a preferential customer according to an embodiment of the present invention.

Hereinafter, embodiments of the present invention will be described in detail with reference to the accompanying drawings.

1 is a block diagram of a window guidance service system according to the present invention.

As shown, the counter guidance service system 10 according to the present invention is a number table issuer 100, management server 200, counter terminal 300, turn indicator 400, central server 500, network 600 It is configured to include).

The number table issuer 100 receives a task that a customer who visits a business place wants to receive a service and transmits it to the management server 200. At this time, the number tag issuer 100 may obtain customer information that can recognize the customer grade and send it to the management server 200.

The customer reads the data recorded on the membership card or credit card of the customer, uses the social security number input by the customer, or the customer inputs the authentication number received from the management server 200 in advance and transmitted to the customer's mobile phone. Identify customer ratings.

When the touch screen is applied to the number table issuer 100, the visited customer who is provided with a help for selecting a task by the customer may select a desired task using the customer guide information displayed on the touch screen.

When the ticket issuing machine 100 issues a number ticket printed with the selected task and the waiting order number to the customer, the customer who has issued the number ticket sees the order number displayed on the order indicator 400 installed around the shop window and recognizes whether he or she is calling. You can get the service you want.

The number table issuer 100 is not limited to printing only information on waiting numbers and selected tasks in the number table, and prints promotional text stored in the internal memory of the number table issuer 100 on the number table or associates with the management server 200. You can then print the estimated wait time on the numbering table so that the customer can see the actual work.

The management server 200 creates a waiting customer list based on the customer information and the work selection information received from the number ticket issuer 100 and transmits the created waiting customer list information to the corresponding window terminal 300. The list of waiting customers may include the order number issued to the customer, the optional task and the customer class.

The management server 200 may individually create a waiting customer list according to a task handled at a window, and may change the waiting customer list every time a new visiting customer selects a task. At this time, the management server 200 may provide the same standby customer list to the window terminal 300, and may be commonly used by each window staff.

In consideration of the fact that the counter staff may have the ability to handle a plurality of tasks, a plurality of task programs for handling the tasks may be executed in each of the counter terminals 300.

It is virtually difficult to predict what kind of work choices most customers who visit a business at an unspecified time will make. In view of this point, in the embodiment of the present invention, the tasks that can be handled in the counter terminal 300 are basically determined. That is, the counter terminal 300 may be classified according to the type of work so as to enable simultaneous handling of various tasks instead of processing the same tasks in all the counter terminals 300. At this time, the basic task set in each window terminal 300 is not necessarily limited to a single task.

In addition, in the window terminal 300, a support task capable of handling other kinds of tasks in addition to the basic task may be determined. This is to support and receive a task to be handled in another window in addition to the basic tasks that each window terminal 300 itself.

When selecting a task by the visited customer, the management server 200 determines the counter terminal 300 to process the selected task based on the basic task basically determined by the counter terminal 300 to create a waiting customer list.

When the teller calls the customer according to the wait order number in the wait customer list transmitted to the corresponding window terminal 300, the wait order number of the calling customer is displayed on the order display 400 corresponding to the corresponding window terminal 300. At this time, the window terminal 300 automatically executes a work program for processing the selected work of the calling customer based on the waiting customer list provided from the management server 200. That is, the window terminal 300 provides the order information for the customer call to the order display unit 400 and also displays the corresponding work program at the window terminal 300 even before the calling customer approaches the window to perform the business process by the window staff. Prepare. When the call customer comes to the window in the state ready to process work like this, the window staff can process the corresponding work using the work program automatically executed in the window terminal 300.

It is not limited to automatically executing the work program stored in the window terminal 300 in the window terminal 300 so that the window staff can handle the selected task of the calling customer, the management server 200 through the network 600 Alternatively, the external work program may be automatically received from the central server 500.

The turn indicator 400 receives the turn information from the window terminal 100 and displays the waiting turn number of the calling customer. The turn indicator 400 may be implemented using any one of a seven segment, a light emitting diode (LED), and a liquid crystal display (LCD) in order to display an atmospheric turn. The display content of the sequence display unit 400 is not limited to displaying the sequence number of the calling customer, and may display contents to be notified to waiting customers, such as work type and change information of handling business.

The central server 500 stores the customer database and the application for the customer information, the customer information or the required application in response to a request from the management server 200 or the window terminal 300 installed in the business place through the network 600 Send it. In this case, the application program may include a work program for processing a task in the window terminal 300.

Since the amount of work of each counter terminal 300 is influenced by various factors such as the work selection of the customer and the processing speed of the counter staff, the work may be concentrated on some counter terminals 300.

In order to prevent the concentration of work, the management server 2000 may check the amount of work at each window terminal 300 and adjust it accordingly. On the other hand, when a teller needs to leave the teller for personal use (hereinafter called a vacancy request), it may occur.

If the window work is concentrated and the window work needs to be adjusted, or the window staff requests to leave the office for personal use, the management server 200 calculates the window work volume and transfers the work to one window to the other window. do.

On the other hand, the manager or the counter staff recognizes the work concentration phenomenon and requests the management server 200 to adjust the work. Accordingly, the management server 200 can appropriately adjust the amount of work of the counter terminal 300.

On the other hand, you can receive preferential treatment for specific customers according to the instructions of the counter staff. For example, if there is a need to process a variety of tasks in connection with such a customer, a request is made to transfer a service from a counter terminal A, which is the first to handle the business, to another counter terminal B, and then linked at another counter terminal B that has received the request. You can continue your work. When the teller of counter terminal A requests turnover to counter terminal B, the order number issued to the customer in need of the cooperative work is transmitted to the counter terminal B, and the counter terminal B that receives the request does not call the customer assigned to him. You can call the order number of the customer who has been requested to take over. After the work is completed at the counter terminal B, the counter terminal B requests the work transfer to the counter terminal A so that the customer can return to the counter terminal A again to complete the necessary work.

As a result of determining the customer grade based on the customer information when selecting the work by the visiting customer, the management server 200 allocates a separate order number so that the management server 200 can preferentially process the work at the designated window. At this time, the work of visiting customers who have already been assigned at the designated window and waiting for a call can be transferred to another window. When a preferential customer visits the sales floor, a numbered ticket with a separate number assigned to the preferential customer may be issued, and hospitality service may be provided directly at a designated window using the preferential customer number tag. Here, designated counters for preferential customers are assigned to counter staff with excellent work proficiency, so that preferred customers can receive prompt and high quality service.

In another embodiment, the preliminary number is set in preparation for the visit of the preferred customer, and when the actual preferred customer visits, the preliminary number is assigned to the waiting number so that the waiting time for the preferential customer can be reduced. Here, the setting of the spare number is how the management server 200 issues a number table according to the order in which the preliminary number is excluded when issuing the number and assigns a preliminary number to view the work in the earliest time among the excluded preliminary numbers. When the order is given, a method of issuing a number table according to the order in which the preliminary number is excluded and assigning a preliminary number for the task at the earliest possible time among the excluded preliminary numbers can be used. Therefore, preferential customers can be provided with hospitality service at the designated window quickly by using the number plate printed with spare number when visiting the shop.

As shown in FIG. 2, the management server 200 includes a server control unit 201, a sequence number allocation unit 202, a publication information collection unit 203, a window information collection unit 204, a customer information storage unit 205, and a program. The calling unit 206, the waiting customer list processing unit 207, the window workload amount calculation unit 208, the window workload amount adjustment unit 209, the communication unit 210, the authentication number processing unit 211 is configured.

As shown in FIG. 3, the window terminal 300 includes a terminal control unit 301, an input unit 302, a display unit 303, a communication unit 304, a call unit 305, a program execution unit 306, and a program storage unit. 307 is configured.

The window terminal 300 is classified according to the type of work to be processed. As shown in Fig. 4, the first terminal teller terminal 300-A1 (300-A2) mainly processing task A, and the second terminal teller terminal 300-B1 (300) mainly processing task B (300). -B2), it is divided into a third group of window terminals 300-C1 which mainly handle the work C.

The window terminal 300-A1 (300-A2) is designated as the task A as the basic task, the task B as a supporting task, and the window terminal 300-B1 (300-B2) is the task A as the basic task, or Task C is designated as a support task. The service terminal corresponding to the task B may be provided at the window terminal 300-A1 (300-A2) designated as the support task by using a corresponding business program. Similarly, a window service for a task A or a task C may be provided using a corresponding work program at a window terminal 300-B1 (300-B2) designated as a support task for a task A or a task C.

The window terminal 300-C1 has a task C as a basic task and a task D as a supporting task, where the task D refers to a task for a preferential customer. In this case, by assigning a window staff having excellent work proficiency to the window terminal 300-C1, it is possible to provide high-quality hospitality services to preferential customers.

The communication unit 210 of the management server 200 serves to communicate with the number tag issuer 100, the window terminal 300, the number tag issuer 400, and the central server 500 connected to the network 600.

When selecting the visit customer's work, the server control unit 201 controls the operation of checking the customer grade with the customer information and issuing a number table. At this time, the sequence number arranging unit 202 assigns the sequence number to the visiting customer according to the sequence number order command of the server control unit 201. The customer information collected by requesting the central server 500 is stored in the customer information storage unit 205 by the server controller 201.

The issuing time of issuing the numbering table for the visiting customer, the waiting time waiting for business processing after issuing the numbering table, and issuing information about the work selected by the customer are collected in the issuing information collecting unit 203 by the server controller 201. It is recorded on the recording medium.

The window information of each window, such as the name of the window employee, the handling task, the number of customers who have done business and the call instruction of the waiting customer, is collected by the server control unit 201 in the window information collection unit 204 and recorded on the recording medium.

Under the control of the server control unit 201, when the visiting customer selects a task, the waiting customer list processing unit 207 prepares a waiting customer list based on the customer information, issue information, and window information, and transmits the waiting customer list created at the corresponding window. . For example, as shown in FIG. 5, the waiting customer list 207a may include information about waiting sequence number, work type, waiting time, customer name, and customer grade.

As the business process is completed at the window and a new waiting customer is called, if there is a change in the waiting customer, the waiting customer list processing unit 207 changes the waiting customer list.

The window workload amount calculating unit 208 calculates the amount of work at each window under the control of the server control unit 201. The window workload is calculated by multiplying the waiting staff and the average task processing time of the task. As shown in the embodiment, the window work amount calculation is not limited to obtaining the waiting number and the average work processing time, and in addition to the waiting number and the average work processing time, the window work amount can be calculated by further considering a weight set in advance according to the skill of the window staff.

The window work amount adjusting unit 209 adjusts the amount of work at each window under the control of the server control unit 201. Counter workload adjustments can be made when the work assigned to the concentrated counter is moved to another counter or upon request by the staff of the counter.

The amount of work to be adjusted by the window work amount adjusting unit 209 at the time of adjusting the window work amount is set in advance or appropriately adjusted according to the work amount of the window calculated by the window work amount calculating unit 208.

In FIG. 6A, there are 100 waiting people to be processed at the first terminal window terminal 300-A1 (300-A2) and the waiting person to be processed at the second terminal window terminal 300-B1 (300-B2). If there are 25 waiting people to be processed at the window terminal 300-C1 of the third group, the task A assigned to the window terminal 300-A1 or 300-A2 of the first group having a high concentration of work is performed. The work may be coordinated to allow the second group of counter terminals 300-B1 and 300-B2 to process the work. In this case, the counter terminal 300-B1 or 300-B2 should have a relatively low task concentration and set task A as a supporting task.

For example, as shown in FIG. 6B, the task A for the 40 waiting personnel to be processed by the window terminal 300-A1 (300-A2) of the first group is the window terminal 300-B1 (300-B2) of the second group. ) To handle. According to the result of the work volume adjustment by the window workload adjustment unit 209, the waiting customer list processing unit 207 transmits the waiting customer list whose workload is adjusted to the window terminals 300-B1 and 300-B2 of the second group. That is, as shown in FIG. 6C, the task A to be processed in the window terminal 300-A1 (300-A2) of the first group can be processed in the window terminal 300-B1 (300-B2) of the second group. The task is added to the waiting customer list 207b and transmitted to the window terminal 300-B1 or 300-B2 of the second group.

When a preferential customer visits, a task D is assigned to the counter terminal 300-C to process the preferential customer. Except for processing the current work C, the window work volume adjustment unit 209 transfers the work so that the remaining work C can be processed by the window terminals 300-B1 and 300-B2 of the second group, and waits as shown in FIG. 6D. The customer list 207c is transmitted to the teller terminal 300-C. The standby customer list 207c includes the number 2501 assigned to the preferential customer who has selected the task D after the standby sequence number 1212 currently being processed.

The authentication number processing unit 211 assigns an authentication number for identifying a preferential customer under the control of the server control unit 201, and transmits the authentication number to the mobile phone possessed by the preferential customer using the SMS notification module. do.

The communication unit 304 of the window terminal 300 is connected to the network 600 and serves to communicate with the management server 200, the turn indicator 400, and the central server 500.

The input unit 302 and the display unit 303 may be configured as separate modules or implemented as a single module using a touch screen.

The window staff can call the waiting customers by selecting the waiting sequence number from the waiting customer list displayed on the display unit 303. At this time, the calling unit 305 transmits the order information of the customer called by the control of the terminal control unit 301 to the order indicator 400 and also sends a customer call command to the management server 200 through the communication unit 304.

The program call unit 206 of the management server 200 transmits a work program call command corresponding to a task selected by the corresponding customer to the counter terminal 300 in response to the customer call command. Then, the terminal controller 301 of the window terminal 300 outputs a task execution command to the program execution unit 306 to execute the work program selected by the calling customer among the work programs stored in the program storage unit 307. The program execution unit 306 executes a work program for processing the selected work according to the work execution command. In this case, the operation of executing the work program in the window terminal 300 may be processed before the order information is transmitted to the order indicator 400 or in parallel with the order of the order number display.

When the work program is executed, the display unit 303 displays a screen on which the teller can process the selected work. In the state in which the preparation for such a business process is completed, the calling customer who confirms that his / her order number is displayed on the turn indicator 400 can immediately view the work at the corresponding window.

Hereinafter will be described the operation of the window guidance service system according to an embodiment of the present invention.

7 is a flowchart illustrating the overall operation of the control method of the window guide service system according to an embodiment of the present invention.

In a place where many customers such as banks, hospitals, and government offices are installed, a number ticket machine 100 is installed to process customer business in the order of reception.

If there is a business selection by the visiting customer in the number ticket machine 100 (Yes of 800), the management server 200 confirms the customer's selection task and the customer information based on the information received from the number ticket machine 100 (802). .

Under the control of the server control unit 201, the sequence number allocation unit 202 assigns the waiting sequence number to the visited customer, and transmits the sequence number information to the number table issuing unit 100 (804). Order number information assigned to the customer is collected in the issue information collection unit 203.

The waiting customer list processing unit 207 creates a waiting customer list based on the waiting order number, issued information, and window information to add a new visiting customer, and transmits the created waiting customer list to the window terminal 300 (806).

A number table printed with the order number assigned to the visited customer is issued to the number ticket issuer 100 (808). In addition to the waiting sequence number, you can print information to inform your customers, such as optional tasks, promotional text, and waiting times to see actual tasks.

When the clerk selects the calling customer's number from among the waiting numbers that have not been processed in the waiting customer list using the teller terminal 300, the calling unit 305 transmits a call command for calling the customer to the management server 200. (Example of 810). Subsequently, the program call unit 206 of the management server 200 transmits a call command for calling a business program for processing a selection task by the calling customer to the corresponding window terminal 300 (812). Then, the program execution unit 306 of the window terminal 300 may execute the work program selected by the calling customer among the work programs of the program storage unit 307 (814). The clerk processes the call customer's work using the work program executed in the window terminal 300 (816), and when the work processing is completed (YES in 818), the waiting list processing unit 207 completes the work processing. The waiting customer list is changed to remove the customer from the waiting customer list, and the changed waiting customer list is transmitted to the corresponding window terminal 300 (820). If not (No of 822) then return to the start step 800 to determine if there is a new work selection by the visiting customer.

8 is a flowchart illustrating a business coordination operation of a teller terminal according to an embodiment of the present invention.

If the waiting customer is called up according to the waiting number, and the work is completed or there is a new visiting customer, and the waiting customer list needs to be changed (YES in 830), the window workload calculation unit 208 determines that the waiting person and the average working time of the window are the same. Multiplying to calculate the amount of work at the window (832).

If the counter workload is calculated, it is determined based on the calculated workload of the counter, whether work coordination is necessary (834).

On the other hand, if there is no need to change the standby customer list (NO in 830), if the teller terminal 300 requests to leave the management server 200 to inform that the clerk cannot work as the window is empty ( 831) In step 834, it is determined whether a task adjustment for transferring a task assigned to the window terminal 300 requesting the vacancy to another window is necessary.

If it is necessary to adjust the window work according to the change of waiting customers due to the business process or the request of the window staff (example of 834), In order to transfer the work, the counter workload adjustment unit 209 may adjust the counter work (836).

According to the window business adjustment, the waiting customer list processing unit 207 changes the waiting customer list to reflect the adjusted customer in the waiting customer list and transmits the changed waiting customer list to the corresponding window terminal 300 (838). If not (No at 840), the process returns to the start step 830 to determine if business coordination is needed.

9 is a flowchart illustrating a business process operation for a preferential customer according to an embodiment of the present invention.

If the visited customer is a preferential customer (Yes of 850), as a result of the management server 200 determined by the information transmitted from the number card issuer 100 at the time of issuance of the numbered ticket issuing, a separate waiting order number for the preferred customer is assigned and the numbered ticket issuer 100 is issued. A number tag is issued to the preferred customer (852) (854). At this time, preferential customers will be assigned a designated waiting order so that they can carry out their work at the designated counter.

The window work volume adjustment unit 209 transfers the work to another window that supports the basic work assigned to the designated window for preferentially processing the customer's work (854). Subsequently, the waiting customer list processing unit 207 transmits the waiting customer list reflecting the change caused by the business transfer to the window terminal 300 of the designated window (858).

The window staff of the designated window selects the waiting order of the preferred customer from the waiting customer list, and the calling unit 305 transmits a call command for calling the preferred customer corresponding to the waiting order to the management server 200 (860). ). Then, the program call unit 206 transmits a call instruction for calling a work program for processing the preferential customer's work to the corresponding window terminal 300, and the program execution unit 306 of the window terminal 300 executes a program. In the work program of the storage unit 307, the work program for the preferential customer is executed, and the work of the preferential customer is processed using the executed work program (862). If not (No of 864) then return to the start step 850 for work by the new preferred customer.

In the above-described embodiment, a separate number is assigned to the preferential customer to process the preferential customer's work at a designated window. However, the preliminary number for the preferential customer is left in the sequence numbers issued in sequence, and the preferential customer is visited. Preliminary numbers will be assigned among the spare numbers, which will allow you to do business quickly.

First, of the sequence numbers issued to the window terminal 300, the preset number is left as a spare number. This preliminary number shall be used when issuing a number tag to a Preferred Customer who is designated as a Preferred Customer at the Place because the rating of the Customer visiting the Place meets certain conditions. For example, as shown in FIG. 10, the designated window terminal 300-C1 issues the order of 1200, 1201, 1202, ... in order to process the business of the preferential customer, and the issued order 1212, 1250, 1290, .. should not be used as a waiting number for customers with low customer ratings. If the preferential customer visits when the issue number is 1290 and the waiting number currently being processed at the counter terminal 300-C1 is 1248, the shortest waiting time among the preliminary numbers left by the sequence number 202 to the preferential customer 1250 Assign to Accordingly, the number tag issuer 100 prints and issues the assigned number 1250 on the number sheet according to the preferential customer's job selection.

Second, the counter staff may leave a spare number when instructed and assign a spare number left to preferential customers. That is, the teller sends a preliminary number request command from the teller terminal 300 to the management server 200, and accordingly, the order number allocation unit 202 leaves the number plus a certain number in the current issue order number as a reserve number. Can be performed periodically. For example, as shown in Fig. 11, when the order number is issued, the teller tells the counter staff to leave 1267 plus the fixed number 20 as the reserve number, and performs this operation periodically, and the order is 1287 and 1307. You can leave, ... as a spare number. When the preferential customer visits when the wait number currently being processed at the counter terminal 300-C1 is 1285, the order number 1287 is assigned among the preliminary numbers left by the sequence number 202 to the preferential customer. Accordingly, when the preferential customer's work is selected, the number ticket issuing machine 100 prints the assigned number 1287 on the number tag and issues it.

Of course, according to the request command of the administrator of the management server 200, the reserve number may be left or the clerk may designate a specific number as the reserve number.

Third, the spare number can be left when the business hours of the business place is a set time. At this time, the number of spare numbers left can be changed according to working hours, daily, monthly, and deadlines. For example, as shown in FIG. 12, when the business hours 09:00 and 10 minutes have passed, the issue number 1202 is left as a preliminary number. Leave as. Regular visitors are given a standby number without a spare number.

13 is a flowchart illustrating an operation of issuing a number tag to a preferential customer according to an embodiment of the present invention.

If it is determined that issuance of a number table is required due to a customer visit (Yes of 870), the server control unit 201 outputs a sequence number assignment command to the sequence number allocation unit 202, and the sequence number allocation unit 202 issues the preferential number of customers. Determine if it is a setting number. As exemplarily set in FIG. 10, if the issuance order number is 1212, 1250, 1290, ..., set in advance (YES in 872), the reserved number is set (874). If the visitor's grade is a preferential customer, the preliminary number is assigned to the preliminary number, and the preliminary number can be assigned to the customer. A printed number table is issued (876).

If issuance of the number table is not necessary (YES in 870), it is determined whether there is a request command from the teller (or an administrator of the management server) for issuing the reserved number. If there is a request command from the teller (or the administrator of the management server) (YES of 878), the teller (or the administrator of the management server) determines whether there is a number designation for the designation of the reserve number (880).

If there is a designated number by the teller (or the administrator of the management server) (Yes of 880), the number designated by the teller (the administrator of the server administrator) is set as the reserved number (882). Assign a preliminary number for business processing at a short time from the sequence number set by 202 as a preliminary number, and transmit the sequence number information to the number table issuing machine 100 to issue a number plate with the preliminary number printed to the preferred customer. (876).

If there is no designated number by the teller (or manager of the management server) (NO in 881), as illustrated by way of example in FIG. 11, the sequence number assigner 202 adds the setting number to the issue number and sets it as a reserve number ( 884), the preliminary number is assigned to the customer number visited by the order number allocation server 202 is assigned to the preliminary number that can be processed quickly in the order number is left, and transmits the order number information to the number ticket machine 100 A number tag with a preliminary number is issued to the preferred customer (876).

If there is no request command from the teller (or an administrator of the management server) (NO in 878), it is determined whether the business hours of the business place is a set time for setting a spare number. If the business time of the business place is a set time (Yes of 881), as shown in Fig. 12 by way of example, the sequence number assignment unit 202 adds the set number to the issue number and sets it as a reserve number (884), and sets this sequence number information. The ticket is issued to the ticket issuing machine 100 and issued to the preferential customer, the ticket number is printed (step 876).

 Here, the number of spare numbers can be left different depending on the working hours. It is not limited to leaving a spare number according to the working time as in the embodiment, and the number of spare numbers can be changed according to daily, monthly and deadlines.

10: teller service system
100: numbering machine
200: management server
300: window terminal

Claims (32)

A number ticket issuing machine that receives the job selection information and the customer information from the customer and issues the number table on which the waiting number is printed;
A management server that provides the number table issuer with a waiting sequence number assigned using the task selection information and the customer information provided from the number table issuer, and provides work program information for processing the selected task of the calling customer according to a customer call command;
A window terminal for transmitting a customer call command for calling a customer who has received the number table to the management server and executing a work program according to the work program information of the calling customer. The method of claim 1,
The management server includes a waiting customer list processing unit for creating a waiting customer list based on the work selection information and the customer information and transmitting the waiting customer list to the window terminal.
The waiting customer list window information service system including at least one of the waiting sequence number, waiting time, work type, customer name and customer rating. The method of claim 2,
The teller terminal includes a caller for transmitting a customer call command when calling a customer according to the waiting order in the waiting customer list, and a program execution unit for executing the work program of the calling customer. The method of claim 3,
The teller terminal comprises a program storage unit for storing the work program of the calling customer. The method of claim 3,
A central server providing customer information and applications retrieved from a customer database according to a request of the management server;
The teller terminal is a window guidance service system for executing a business program provided from the management server or the central server. The method of claim 3,
A turn indicator indicating the waiting turn number of the calling customer;
And the program executing unit executes the work program in parallel with the operation of the calling unit transmitting the waiting sequence number of the calling customer or transmitting the waiting sequence number to display the waiting sequence number. A number ticket issuing machine that receives the job selection information and the customer information from the customer and issues the number table on which the waiting number is printed;
A plurality of window terminals for processing the business of the customer;
Providing a list of waiting customers based on the work selection information and the customer information to the plurality of window terminals, adjusting the window work amount of the plurality of window terminals, and reflecting the result of the work amount adjustment. And a management server configured to provide the plurality of counter terminals to the counter. The method of claim 7, wherein
The management server is a window workload calculation unit that calculates the window workload by multiplying the waiting staff and the average work processing time for the plurality of window terminals, and performs the task of any one of the plurality of window terminals. Window guidance service system including window workload adjustment department to transfer business to. The method of claim 8,
The window service amount calculating unit calculates the window work amount by further considering a weight determined according to the proficiency of the window staff assigned to the window terminal in addition to the waiting staff and the average work processing time. The method of claim 8,
Each of the plurality of counter terminals is designated with a basic task for handling business and support tasks for handling tasks transferred from another counter terminal, respectively.
The window workload adjustment unit adjusts the amount of work based on the basic tasks and support tasks assigned to the plurality of window terminals when the business is transferred. The method of claim 8,
When the counter staff in charge of the counter terminal requests to be away, the counter guidance service system for transferring the work assigned to the counter terminal requesting the away work to other counter terminals. The method of claim 8,
At the request of the teller in charge of the teller terminal, one of the teller terminals handling the first task can be transferred to another teller terminal, and the other teller terminal takes over from the teller terminal to the first teller terminal to finish the work of the customer. Counter guidance service system. A number ticket issuing machine that receives the job selection information and the customer information from the customer and issues the number table on which the waiting number is printed;
A plurality of window terminals for processing the business of the customer;
Provide a waiting customer list prepared based on the job selection information and the customer information provided from the number table issuing machine, and provide the waiting sequence number to the calling customers who work at the plurality of counter terminals according to the result of determining the customer grade according to the customer information. The guide service system comprising a management server to assign. The method of claim 13,
The management server is a window guidance service system including a sequence number allocation for assigning a waiting sequence number to preferentially deal with preferential customers as a result of the determination of the customer grade. The method of claim 14,
If a window terminal for processing the preferential customer is designated among the plurality of window terminals, the sequence number assignment unit assigns a sequence number separately from the issue sequence number to process a task selected by the preferential customer at a designated window terminal,
The ticket number issuing machine is a window guidance service system for issuing the number number printed with the separately assigned sequence number to preferential customers. The method of claim 14,
The order allocation government leaves the order number to be assigned to the preferential customer as a preliminary number, and a window guide for assigning any one preliminary number to the preferential customer to process the business among the preliminary numbers left at the preferred customer visit. Service system. The method of claim 16,
The order number allocation system is a window guidance service system for setting the number plus the set number to the issue number according to the instructions of the counter staff as a reserve number. The method of claim 17,
The order number allocation system is a window guidance service system for setting a number designated by the teller staff as a reserve number. The method of claim 16,
The order number allocation unit is a window guidance service system for setting the number plus the set number to the occurrence number in accordance with the business time as a reserve number. Confirm the customer's job selection and customer information;
A waiting customer list for performing a task at a teller terminal using the task selection and customer information of the customer is prepared and transmitted to the teller terminal;
Transmitting the work program information for processing the work of the calling customer to the teller terminal according to the call request command of the teller terminal receiving the waiting customer list;
The control method of the window guide service system for executing the work program of the calling customer in the window terminal according to the work program information. The method of claim 20,
The waiting customer list includes information on at least one of waiting order number, waiting time, work type, customer name, and customer rating,
A method of controlling a window guidance service system that changes the list of waiting customers in accordance with the change of the waiting customer upon the selection of a new visiting customer's work or the completion of the calling customer's work. The method of claim 20,
A control method of the window guidance service system for executing the work program in parallel with the operation of displaying the number of the calling customer on the order display before transmitting the order of the calling customer to the order display. Confirm the customer's job selection and customer information;
Creating a standby customer list using the customer's work selection and customer information and providing the same to a plurality of counter terminals;
Adjusting a window work amount for the plurality of window terminals received the waiting customer list;
Control method of the window guidance service system for changing the waiting list to provide to the plurality of window terminals to reflect the result of adjusting the window workload. The method of claim 23, wherein
The method for adjusting the window workload calculates the window workload of the plurality of window terminals and transfers the work of one of the window terminals to another window terminal according to the calculated window workload. 25. The method of claim 24,
The calculating of the window work amount is a control method of the window guidance service system that multiplies the waiting number of the window terminal and the average working time. 25. The method of claim 24,
The method for controlling a window guidance service system for calculating the window work amount further calculates the window work amount by further considering a weight according to the skill of the window staff of the window terminal, in addition to the waiting staff and the average working time of the window terminal. Confirm the customer's job selection and customer information;
Differentially assigning waiting numbers to customers according to the result of determining the customer grade according to the customer information;
Control method of the window guidance service system for using the customer's work selection and customer information to create a list of waiting customers for processing at the window terminal to transmit to the window terminal. The method of claim 27,
When a plurality of counter terminals are provided to process the work of the customer, and a counter terminal for handling preferential customers among the plurality of counter terminals is designated,
Control method of the window guidance service system for assigning the waiting order separately from the issue order number so as to preferentially process the preferential customer. The method of claim 27,
Control method of the window guidance service system for assigning a spare number that can be processed the earliest among the preliminary number left for the preferred customer when visiting the customer when the waiting number is issued to the customer as a spare number. The method of claim 29,
The control method of the window guidance service system for setting the number of the order number plus the setting number as a spare number if the instructions of the teller when issuing the waiting number to the customer. The method of claim 27,
Control method of the window guidance service system for setting the number designated by the teller staff to the reserve number when issuing the waiting sequence number to the customer. The method of claim 27,
The control method of the window guide service system for setting a number plus the set number to the issued number when the business time for issuing the waiting sequence number to the customer as a spare number.

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