WO2018092749A1 - Order management system, order management device, and program - Google Patents

Abstract

The present invention adjusts a waiting time according to a servicing state, and provides information to a user about an accurate waiting time. An order management system (1000) for managing waiting orders in a facility, is provided with: a storage unit (110) that holds a waiting list including information about the waiting state of waiting groups in the facility; a registration reception unit (210) that receives a registration for waiting in the facility; and a waiting time calculation unit (120) that calculates a waiting time which is presented to a user when the registration for waiting is received, wherein, when a prescribed number or more of groups are serviced in a prescribed time period, the waiting time calculation unit (120) adds, on the basis of information registered in the waiting list, a prescribed additional time to a normal waiting time to be presented to the user.

Description

Order management system, order management apparatus, and program Cross-reference of related applications

This application is based on Japanese Patent Application No. 2016-222386 filed on November 15, 2016, the contents of which are incorporated herein by reference.

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

2. Description of the Related Art Conventionally, various order management systems have been employed in restaurants, stores, hospitals, banks, government offices, and the like in order to manage waiting for customers waiting for their services.
For example, Patent Document 1 describes a reservation management system that simultaneously provides a reservation management service for a plurality of facilities that can wait for a turn, and a user can make a reservation for a turn from a Web, a telephone, or a storefront terminal. It is stated that you can apply.

JP 2005-50002 A

Conventional storefront terminals estimate the waiting time by multiplying the average waiting time per group by the number of waiting groups and present it to the user. However, when many groups are guided at once, for example, immediately after entering lunch time, the waiting time of the subsequent groups is actually the average waiting time per group multiplied by the number of waiting groups. However, it has been impossible to adjust the waiting time in such a case.

The present invention has been made in view of the circumstances described above, and an object of the present invention is to adjust the waiting time according to the guidance situation and provide the user with more accurate waiting time information. .

An order management system according to an embodiment of the present invention is an order management system that manages an order waiting in a facility, and a storage unit that holds an order waiting list including information on an order waiting state of an order waiting group in the facility; A registration reception unit that receives registration waiting for the facility, and a waiting time calculation unit that calculates a waiting time to be presented to a user when receiving the waiting registration. Based on the information registered in the waiting list, when a certain number of groups are guided during a certain time, a predetermined additional time is added to the normal waiting time presented to the user. To do.

In the waiting time calculation unit, a predetermined number or more of the waiting groups are guided in a certain time period from the guidance time of the last guided group among the waiting groups registered in the waiting list. In this case, a value obtained by subtracting the current time from the time obtained by adding the normal waiting time and the additional time to the guide time of the guide guided the earliest among the waiting groups guided within the predetermined time. May be a waiting time to be presented to the user.

The waiting time calculating unit, when the time obtained by adding the additional time to the guidance time of the group guided the earliest among the waiting groups guided within the predetermined time is earlier than the current time, You may make it make the said normal waiting time into the waiting time shown to the said user.

The additional time can be a value obtained by multiplying the reference waiting time per one waiting group by the fixed number.

According to the present invention, it is possible to adjust the waiting time according to the state of guidance, and provide more accurate waiting time information to the user.

The figure which shows schematic structure of the order management system 1000 which concerns on embodiment of this invention. The block diagram which shows the main structures of the order management terminal 200. FIG. The flowchart of the order waiting registration process from the order management terminal 200 in the order management system 1000 which concerns on embodiment of this invention. The flowchart of the calculation process of waiting time in the order management system 1000 which concerns on embodiment of this invention. The figure explaining the calculation method of waiting time in the order management system 1000 concerning the embodiment of the present invention. The figure explaining the calculation method of waiting time in the order management system 1000 concerning the embodiment of the present invention.

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

In this embodiment, an example of waiting management in a restaurant will be described. However, in addition to hospitals, banks, government offices, amusement facilities, shopping malls, department stores, movie theaters, etc. Applicable.

FIG. 1 is a diagram showing a schematic configuration of an order management system 1000 according to the present embodiment. As shown in FIG. 1, the order management system 1000 includes an order management server 100 installed in a management center, an order management terminal 200 for accepting an order waiting in cooperation with the order management server 100, and a user. The user terminal 300 owned by is included. The order management server 100 is connected to the order management terminal 200 and the user terminal 300 via the communication network N. The order management terminal 200 is installed near the entrance of a facility (here, restaurant A).

The order management server 100 is constituted by a general-purpose computer, and a server function is realized by a predetermined server program running on the computer. The number of computers constituting the order management server 100 is not necessarily one, and may be composed of a plurality of computers distributed on the communication network N.

The order management server 100 includes a management database (storage unit) 110 and a processor (waiting time calculation unit) 120 for managing the order management terminal 200 for each facility. The management database 110 includes a client management table TA1 and a status management table TA2.

In the client management table TA1, a unique ID and a passcode (account) assigned to the order management terminal 200 are registered for each facility. For example, “ID: A1...”, “Pass code: AA2. These pieces of information are set by, for example, an administrator (for example, the owner of a facility) who performs management waiting in each facility at the time of system introduction. When a plurality of order management terminals 200 are used in one facility, the same ID and passcode may be used. For example, a plurality of IDs and passwords may be used properly according to predetermined conditions. .

The waiting list for each facility is registered in the status management table TA2. The order waiting list includes a list of persons who are waiting for an order (order waiting group) and information (status information) indicating a waiting state of each order waiting group. One record in the waiting list includes a reception number “1”, a reception time “13:03”, the number of people “3”, a desired seat type “table”, a guidance time “13:30”, a status “Guided”, and the like. Contains information.

The status includes “waiting” which is the state before the turn has arrived, “calling” which is informing that the turn has come, “guidance completed” which is the state where the turn has come to the seat, Furthermore, “cancelled” or the like in which the waiting for the order is canceled is included. What items are set as the status can be appropriately set and changed by the manager of each facility.

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

The processor 120 includes an arithmetic and logic unit (such as a CPU) that processes arithmetic operations, logic operations, bit operations, and the like and various registers, and manages the order by executing various programs stored in storage means such as a ROM. Each part of the server 100 is centrally controlled. In addition, the processor 120 also executes a computer program (order management application) for managing the wait for turn in cooperation with the order management terminal 200.

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

The order management terminal 200 can exchange data with the order management server 100 via the communication network N, such as a tablet terminal, a personal computer (PC), a notebook PC, a smartphone, a mobile phone, and a personal digital assistant (PDA). A terminal device can be used. Note that a plurality of order management terminals 200 can be used in one facility.

FIG. 2 is a block diagram showing the main configuration of the order management terminal 200. As shown in FIG. The order management terminal 200 includes a processor (registration reception unit) 210, an input device 215, a display device 216, a communication interface 220, and a storage resource 230. The order management terminal 200 accepts an input such as acceptance to a waiting list or dismissal by a facility user or employee directly operating an input device 215 such as a touch panel. For example, the facility user performs an input for newly registering the waiting list in the waiting list, and the employee performs an input for updating the status of the information registered in the waiting list.

The processor 210 includes an arithmetic logic unit (CPU or the like) that processes arithmetic operations, logic operations, bit operations, and the like and various registers, and executes various programs stored in the storage resource 230 to execute the order management terminal 200. Central control of each part. The various registers are, for example, a program counter, a data register, an instruction register, a general-purpose register, and the like.

The input device 215 is provided with various operation buttons and a touch panel 215a for accepting inputs such as acceptance to the waiting list and disappearance from the waiting list.

The display device 216 is a device for displaying a reception screen and a standby screen including a waiting list, a reception button, and the like, and includes, for example, a liquid crystal display.

The communication interface 220 is a hardware module for connecting to the communication network N and communicating with other terminals on the communication network N. The communication interface 220 is a modulation / demodulation device such as an ISDN modem, an ADSL modem, a cable modem, an optical modem, or a soft modem.

The storage resource 230 is, for example, a logical device provided by a storage area of a physical device. The physical device is a computer-readable recording medium such as a disk drive or a semiconductor memory (ROM, RAM, etc.). The storage resource 230 may be constructed by mapping a plurality of physical devices to one logical device, or may be constructed by mapping one physical device to a plurality of logical devices.

The storage resource 230 stores an operating system program, a driver program, various data, and the like. Examples of the driver program include a communication interface driver program for controlling the communication interface 220. In addition to these various programs and various data, the storage resource 230 stores a computer program (order management application) AP1 for managing the waiting in cooperation with the order management server 100 by being executed by the processor 210. Has been.

The user terminal 300 is a terminal such as a smartphone, a mobile phone, a tablet terminal, or a wearable device owned by a service user. In the user terminal 300, a computer program for managing turn waiting in cooperation with the order management server 100 is installed. The user can access a website provided by the order management server 100 via a web browser or other application installed in the user terminal 300, and can register a waiting order for each facility.

(Standby registration from the order management terminal 200)
Next, an order waiting registration process performed by the user who has visited the facility by operating the order management terminal 200 of each facility will be described with reference to the flowchart of FIG.

The order management terminal 200 receives information included in the waiting list registered in the status management table TA2 from the order management server 100 via the communication interface 220 (step S31).

Next, the order management terminal 200 causes the display device 216 to display an acceptance screen for accepting an order waiting (step S32). On the reception screen, for example, a list in which the information of the waiting list (the reception number of the person waiting for the turn and the current status information) is arranged in time series in the order of reception is displayed. In addition, the number of waiting groups currently waiting for the order is displayed.

When the user performs a predetermined operation input on the displayed reception screen and the input of information necessary for reception of the waiting order (number of people, seat preference, etc.) is completed (step S33: YES), the order management terminal 200. Displays a reception completion screen (step S34). On the reception completion screen, a reception number (waiting number), a waiting time at the present time, and the like are displayed. In addition, a message prompting to receive a turn ticket is displayed, and the user can receive a turn ticket printed from a printer connected to the turn management terminal 200. A method for calculating the waiting time will be described later.

The two-dimensional code associated with the receipt number is printed on the turn ticket. When the user reads the two-dimensional code printed on the turn ticket using the user terminal 300, the current waiting state (the current number of waiting groups, waiting time, etc.) is displayed on the display device of the user terminal 300. The In addition, users can receive a message when the order arrives, or receive a remind mail when the order approaches, by entering an email address according to the guidance displayed by reading the two-dimensional code. It may be possible to be able to.

The confirmed new registration information is transmitted from the order management terminal 200 to the order management server 100 via the communication network N (step S35). When the order management server 100 receives new registration information from a certain facility, the order management server 100 performs a process of newly adding a set of waiting orders to the order waiting list of the facility, based on the received new registration information, and stores the status management table TA2. Update (step S36).

In the above example, the user performs waiting registration using the order management terminal 200. However, the user can also perform waiting registration via the website using the user terminal 300 owned by the user. . In this case, the user first operates the user terminal 300 to access the website of the order management system 1000, and causes the display device to display a website acceptance screen for the facility that performs registration waiting for the order. Thereafter, the same procedure as in the case of registering using the order management terminal 200 can be performed.

(Update waiting list)
The contents of each record in the waiting list of each facility are updated when the facility employee performs operations such as “cancel”, “change”, “call”, “guidance” using the order management terminal 200. The “Cancel” means canceling the waiting order, and “change” means changing the contents of the waiting order once input. “Call” means that the group that has come in the order is called verbally or informed by telephone or e-mail, etc. It means a state.

The employee selects the waiting group to be updated from the waiting list displayed on the order management terminal 200, and any one of “call”, “cancel”, and “change” is selected for the selected waiting group. Perform the update operation. Information (for example, reception number “1”) for specifying the order waiting group to be updated and update operation information (for example, “call”) are uploaded from the order management terminal 200 to the order management server 100 via the communication network N. . The order management server 100 updates the waiting list for the facility based on the received information. For example, when the “calling” operation is performed on the reception number “1”, the status of the waiting group in the reception number “1” is updated to “calling”.

In the waiting list, the time when the “Guidance” operation is performed is registered. For example, when the “Guidance” operation is performed on the reception number “1”, the status of the waiting group for the reception number “1” is updated to “Guided”, and the “Guidance” operation is performed at “Guidance time”. The time (for example, “13:30”) at which the operation is performed is registered.

(Waiting time calculation process)
Next, a method for calculating the waiting time to be presented to the user when the order management server 100 accepts the order waiting through the order management terminal 200 (or the user terminal 300) will be described with reference to the flowchart of FIG. . Here, the order management system 1000 normally calculates the waiting time by multiplying the reference waiting time per group by the number of waiting groups. However, when a certain number (C) or more of groups are guided during a certain time, the waiting time of the subsequent waiting group is calculated by a method different from the normal method.

The order management server 100 refers to the waiting list of the facility (restaurant A) registered in the status management table TA2, and identifies the last set of records (records with the latest “guidance time”). (Step S51).

Next, the order management server 100 determines whether or not a certain number (C) or more of groups have been guided for a certain time from the “guidance time” when the last group was guided (for example, 5 groups in 5 minutes). As described above, 10 or more sets for 10 minutes are determined (step S52). For example, when it is determined whether or not five or more groups have been guided in five minutes, if the last group guidance time is “12:05”, five groups with guidance times from 12:00 to 12:05 are displayed. If there is more (YES), the process proceeds to step S53. On the other hand, when the set guided within a certain time is less than the certain number (C) (NO), the process proceeds to step S57 in order to calculate the waiting time by the normal waiting time calculation method.

Next, the order management server 100 adds a predetermined additional time (T) to the guidance time (X) of the group that was guided the earliest among the groups that were guided within the fixed time extracted in step S52. Time (Y) is calculated (step S53). The additional time (T) can be set in advance for each facility. As the additional time (T), for example, a value obtained by multiplying the reference waiting time per set by a certain number (C) (reference waiting time per set (6 minutes) × fixed number (5 sets) = 30 (minutes) Etc.), but may be determined by other methods. For example, when the guide time (X) of the group that has been guided the earliest is 12:00 and the additional time (T) is 30 minutes, the time after addition (Y) is 12:30.

Next, the order management server 100 determines whether the current time (waiting time for ordering) is before or after the added time (Y) (step S54). If it is before the time (Y) (YES), the process proceeds to step S55. On the other hand, if it is after the added time (Y) (NO), the process proceeds to step S57 in order to calculate the waiting time by a normal waiting time calculation method.

In step S55, the order management server 100 adds the waiting time calculated by the normal waiting time calculation method to the time after addition (Y) (for example, a value obtained by multiplying the reference waiting time per group by the current waiting group number). Is added to obtain the scheduled guidance time (Z). For example, if the standard waiting time per group is 5 minutes and the current number of waiting groups is 2, then 6 (minutes) x 2 = 12 (minutes) is added to the time after addition (Y) "12:30" Thus, the scheduled guidance time (Z) is 12:42.

Next, the order management server 100 calculates a value obtained by subtracting the current time (accepting time for waiting for the order) from the estimated guidance time (Z) as a waiting time (step S56). For example, if the scheduled guidance time (Z) is 12:42 and the reception time is 12:15, the waiting time is 27 minutes.

If it is determined in step S52 that the number of pairs guided within a certain time is less than a certain number, or if it is determined in step S54 that the current time is later than the added time (Y), The waiting time is calculated by a normal waiting time calculation method (step S57). Specifically, for example, a value obtained by multiplying the reference waiting time per group by the current number of waiting groups is set as the waiting time.

A method for calculating the waiting time will be described with reference to a specific example of the waiting situation in the restaurant A shown in FIGS. In addition, in the restaurant A, when 5 groups (C) or more are guided within 5 minutes, the waiting time is calculated by a method different from usual. The additional time (T) is 30 minutes, and the reference waiting time per group is 6 minutes.

In the turn waiting situation shown in FIG. 5, the last guided group (reception number “5”) is guided within 5 minutes (between 11:10 and 11:15) from the guidance time “11:15”. There are 3 sets, less than 5 sets. For this reason, the waiting time of the turn waiting group that is newly accepted is calculated by a normal calculation method. That is, since the new waiting group becomes the third group, the waiting time is 6 (minutes) × 3 = 18 (minutes).

On the other hand, in the turn waiting situation shown in FIG. 6, within 5 minutes (between 12:00 and 12:05) from the guidance time “12:05” of the last guided group (reception number “7”). The guided group is five groups, and the guidance time (X) of the group that has been guided the earliest (reception number “3”) is “12:00”. Accordingly, the added time (Y) obtained by adding the additional time (T) “30 minutes” is “12:30”. In this situation, when a new waiting group is received at 12:15, the reception time is earlier than the added time (Y), so the waiting time is calculated by a different calculation method than usual. That is, since the new waiting group becomes the second waiting group, the estimated guidance time (Z) is 6 (minutes) × 2 = 12 (minutes) at the added time (Y) “12:30”. The added time becomes “12:42”, and the waiting time is calculated backward from the reception time “12:15” to be 27 minutes.

In the situation shown in FIG. 6, when a new turn waiting group is received at 12:35, the reception time is later than the added time (Y) “12:30”. It is calculated by a normal calculation method. That is, the waiting time is 6 (minutes) × 2 = 12 (minutes).

As described above, according to the present embodiment, when a certain number (C) or more of groups are guided during a certain time, the waiting time of the subsequent waiting groups is calculated by a normal method. A predetermined additional time (T) is added to the waiting time. Thereby, when the waiting time is expected to be longer than the normal waiting time, the adjusted waiting time information can be provided to the user.

Further, according to the present embodiment, a certain number or more of the waiting groups are guided for a certain period of time from the guidance time of the last guided group among the waiting groups registered in the waiting list. In this case, a time obtained by adding a normal waiting time and an additional time (T) to the guide time (X) of the group that has been guided the earliest among the waiting groups that have been guided within a certain time (the scheduled guidance time) The time obtained by subtracting the current time (the waiting reception time) from (Z)) is set as the waiting time. According to this method, the waiting time can be adjusted in accordance with the actual situation when a large number of turn waiting groups are guided in a short time.

Further, in the above calculation method, the time (Y) obtained by adding the additional time (T) to the guide time (X) of the guide guided the earliest among the waiting groups guided within a certain time is the current time. In the previous case, the waiting time is calculated by a normal method. In this way, even after a large number of waiting groups have been guided in a short time, if a certain amount of time has elapsed, the normal waiting time calculation method is restored. Adjustment of waiting time can be realized.

Also, for the additional time, by using a value obtained by multiplying the reference waiting time per one waiting group by a certain number (C), it is possible to calculate the waiting time according to the actual situation.

Note that the present invention is not limited to the above-described embodiment, and can be implemented in various other forms without departing from the gist of the present invention. For this reason, the said embodiment is only a mere illustration in all points, and is not interpreted limitedly. For example, the above-described processing steps can be arbitrarily changed in order as long as the processing contents do not contradict each other, or can be executed in parallel.

1000 ... Order management system 100 ... Order management server 110 ... Management database 120 ... Processor 200 ... Order management terminal 210 ... Processor 215 ... Input device 215a ... Touch panel 216 ... Display device 220 ... Communication interface 230 ... Storage resource 300 ... User terminal TA1 ... Client management table TA2 ... Status management table N ... Communication network AP1 ... Order management application

Claims (6)

1. An order management system for managing waiting in a facility,
   A storage unit that holds a waiting list including information on the waiting status of the waiting group in the facility;
   A registration accepting unit for accepting registration waiting for the facility;
   A waiting time calculating unit that calculates a waiting time to be presented to the user when accepting the waiting registration,
   The waiting time calculation unit, based on information registered in the waiting list, when a certain number of groups are guided during a certain time, the normal waiting time to be presented to the user, An order management system that adds a predetermined additional time.
2. The waiting time calculation unit
   When a predetermined number or more of the waiting groups are guided for a certain period of time from the guidance time of the last guided group among the waiting groups registered in the waiting list, the certain time The value obtained by subtracting the current time from the time obtained by adding the normal waiting time and the additional time to the guidance time of the group that was guided the earliest among the waiting groups that were guided inside is presented to the user. The order management system according to claim 1, wherein the order is a waiting time.
3. The waiting time calculation unit
   When the time obtained by adding the additional time to the guide time of the group guided earliest among the waiting groups guided within the predetermined time is earlier than the current time, the normal waiting time is The order management system according to claim 2, wherein the waiting time is presented to a user.
4. The order management system according to any one of claims 1 to 3, wherein the additional time is a value obtained by multiplying the reference waiting time per one waiting group by the certain number.
5. An order management device for managing waiting in a facility,
   A storage unit that holds a waiting list including information on the waiting status of the waiting group in the facility;
   A waiting time calculating unit that calculates a waiting time to be presented to the user when accepting the waiting registration of the facility,
   The waiting time calculation unit, based on information registered in the waiting list, when a certain number of groups are guided during a certain time, the normal waiting time to be presented to the user, An order management device that adds a predetermined additional time.
6. A computer that manages the waiting time at the facility,
   A storage unit that holds a waiting list including information on the waiting status of the waiting group in the facility;
   When accepting the waiting list registration of the facility, function as a waiting time calculation unit that calculates the waiting time to be presented to the user,
   The waiting time calculation unit, based on information registered in the waiting list, when a certain number of groups are guided during a certain time, the normal waiting time to be presented to the user, A program that adds a predetermined additional time.

Images