WO2019039398A1

WO2019039398A1 - Turn management system, turn management device, and program

Info

Publication number: WO2019039398A1
Application number: PCT/JP2018/030506
Authority: WO
Inventors: 丈弘渡瀬; 哲功新谷
Original assignee: 株式会社リクルート
Priority date: 2017-08-22
Filing date: 2018-08-17
Publication date: 2019-02-28
Also published as: JP6347880B1; CN110945539A; JP2019040238A

Abstract

The objective of the present invention is to enable a turn waiting state of a turn waiting group to be changed automatically in accordance with an actual state. A turn management system (1000) for managing turn waiting in an establishment is provided with: a turn management terminal (200) which accepts turn waiting registrations in the establishment; a turn waiting state management unit (120) which manages identification information and a turn waiting state of registered turn waiting groups; a facility designating unit (120) which designates a facility to which a turn waiting group whose turn has arrived is to be guided, from among a plurality of facilities in the establishment; image capturing devices (400) which are provided for each of the plurality of facilities to capture an image of the identification information of the guided turn waiting group; a determining unit (120) which determines whether the turn waiting group guided to each facility has left, on the basis of the images captured by the image capturing devices (400); and a turn waiting state updating unit (120) which, when it is determined that the turn waiting group guided to each facility has left, updates the turn waiting state of said turn waiting group.

Description

Order management system, order management device, and program

Cross-reference to related applications

This application is based on Japanese Application No. 2017-159293 filed on Aug. 22, 2017, 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.

In the past, various order management systems have been employed in restaurants, stores, hospitals, banks, government offices, etc. in order to manage the waiting of customers waiting for their services.
For example, Patent Literature 1 describes a reservation management system that provides reservation management services simultaneously to a plurality of facilities that can be queued, and the user can use the Web, telephone, or storefront terminal to queue reservations. It states that you can apply.

JP 2005-50002 A

In the conventional order management system, there is no mechanism for automatically updating the record of the waiting state (waiting state) of the waiting group according to the actual situation.

The present invention has been made in view of the above-described circumstances, and it is an object of the present invention to make it possible to automatically change the waiting situation of the waiting group according to the actual situation.

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,
An order management terminal for receiving registration of waiting for order in the facility;
A queue status management unit that manages registered queue group identification information and queue status;
An equipment designation unit for designating equipment for guiding a waiting group whose order has arrived among the plurality of equipment of the facility;
A photographing device provided in each of the plurality of facilities and photographing the identification information of the guided waiting group;
A determination unit that determines whether or not the waiting group guided to each facility has left based on the image captured by the imaging device;
And a queue status update unit configured to update the queue status of the queue group when it is determined that the queue group guided to each facility has exited.

Further, a notification unit for notifying the order management terminal of the warning information indicating that the stay time is exceeded when it is not determined that the turnaround group guided to each facility has left even after a predetermined time has passed May be provided.

Further, the identification information is a vehicle number, and the determination unit determines whether or not the waiting group guided to each facility has left based on the information acquired by the analysis of the image. It can be done.

According to the present invention, it is possible to automatically change the waiting situation of the waiting group according to the actual situation.

FIG. 1 shows a schematic configuration of an order management system 1000 according to an embodiment of the present invention. FIG. 2 is a block diagram showing the main configuration of an order management terminal 200 according to an embodiment of the present invention. 10 is a flowchart of an acceptance registration process of order waiting in the order management system 1000 according to the embodiment of the present invention. 10 is a flowchart of guidance processing when an order comes in the order management system 1000 according to an 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 the present embodiment, an example of queue management of loads on a truck at a delivery center of a shipping company will be described. However, the present embodiment can be applied to any other facility that manages waiting for facility users, such as hospitals, banks, government offices, restaurants, department stores, amusement facilities, and event venues.

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 or the like, an order management terminal 200 installed in the vicinity of an entrance of a facility (here, a delivery center), and a user terminal 300. And a camera system (shooting device) 400 installed in each of the load lanes (equipment) L1 to L4 where the vehicle is loaded. The order management server 100 is connected to the order management terminal 200, the user terminal 300, and the camera system 400 via the communication network N.

The facility user can operate the order management terminal 200 or the user terminal 300 to register the waiting for the order to the facility, confirm the waiting time, or receive a call when the order comes. . Further, an employee or the like of the facility operates the order management terminal 200 to register the waiting for the user on behalf of the user, or update the status of the waiting group registered in the waiting list.

The order management server 100 manages, for each facility, an order waiting registered through the order management terminal 200 or the user terminal 300. In the example of FIG. 1, although only the order management terminal 200 of one facility is illustrated, the order management server 100 is connected to the order management terminal 200 actually installed in a plurality of facilities by the communication network N. , Manage the waiting for each facility. The order management server 100 is configured by a general-purpose computer, and realizes a server function by operating a predetermined server program in the computer. The computer configuring the order management server 100 does not necessarily have to be one, and may be configured from a plurality of computers distributed on the communication network N.

The order management server 100 includes a management database 110 for managing the order management terminal 200 for each facility, a processor (order waiting status management unit, equipment specification unit, determination unit, order waiting status update unit, notification unit) 120, Is equipped. The management database 110 includes a client management table TA1, a status management table TA2, and a load lane management table TA3.

In the client management table TA1, a unique ID and a pass code (account) assigned to the order management terminal 200 are registered for each facility. In one record of the client management table TA1, for example, “ID: A1...”, “Pass code: AA 2. These pieces of information are set by, for example, a manager (for example, the owner of the facility) who manages waiting for the turn at each facility when the system is introduced. In the case where a plurality of order management terminals 200 are used in one facility, the same ID and pass code may be used, but for example, a plurality of IDs and passwords may be used properly in accordance with predetermined conditions. .

In the status management table TA2, a waiting list for each facility is registered. The waiting list includes a list of people (waiting groups) waiting for a turn and information (status information) indicating the waiting status of each waiting set. One record in the waiting list includes information such as reception number "1", reception time "13:03", status "calling", vehicle number "14-22", loading lane number "L1", etc. There is. In addition, information such as the user's (driver's) name, contact e-mail address, and telephone number can be included.

In the status, “waiting”, which is the status before the arrival of the order, “ringing”, which indicates that the order has arrived, and a state where the person who has come to the order is actually guided to the loading lane And “cancelled” which is in the state of canceling the waiting for the order. The manager of each facility can appropriately set and change what item to set as the status.

The vehicle number (identification information) is the number written on the license plate of the truck on which the driver who is waiting for the load is on board. The vehicle number may be input by the driver operating the order management terminal 200 at the time of acceptance registration, or may be registered in advance in association with the user's name or the like, and may be automatically input. Good.

The loading lane number is the number of the lane on which the truck is guided (loads) when the turn comes. The loading lanes may be set in advance by the order management server 100 at the time of reception registration, or the numbers of the lanes available may be assigned in the order of reception.

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

In the loading lane management table TA3, information of the number of the vehicle guided to each loading lane (vehicle number that should be currently stored) is registered. In the vehicle numbers of the loading lanes, when the turn-waiting group whose order has arrived is guided, the car number of the turn-waiting group is registered. When the vehicle is not guided, nothing is registered in the vehicle number. Specifically, "load lane number: L1, vehicle number: 14-22", "load lane number: L2, vehicle number: 11-10", "load lane number: L3, vehicle number: 21-20", Information such as "load lane number: L4, vehicle number:-(vehicle is not guided)" is registered.

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

The communication network N includes a communication network capable of mutually transmitting and receiving information between the order management server 100 and the order management terminal 200 or the like. The communication network N may be, for example, the Internet, a LAN, a dedicated line, a telephone line, an in-house network, a mobile communication network, Bluetooth (registered trademark), WiFi (Wireless Fidelity), any other communication line, or a combination thereof. It may be either wired or wireless.

The order management terminal 200 can transmit and receive data to and from 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, a personal digital assistant (PDA), etc. Terminal devices can be used. A plurality of order management terminals 200 can be used in one facility.

FIG. 2 is a block diagram showing the main configuration of order management terminal 200. As shown in FIG. The order management terminal 200 includes a processor 210, an input device 215, a display device 216, a communication interface 220, and a storage resource 230. The order management terminal 200 receives an input such as registration or update on the waiting list when the user who has come to the facility or an employee of the facility operates the input device 215 such as a touch panel.

The processor 210 is composed of an arithmetic logic operation unit (such as a CPU) that processes arithmetic operations, logical operations, bit operations, and the like, and various registers, and executes various programs stored in the storage resource 230 to manage the order management terminal 200. Centrally control each part of The various registers are, for example, a program counter, a data register, an instruction register, a general purpose register, and the like.

The input device 215 includes various operation buttons and a touch panel 215a for receiving an input such as acceptance to the queue list or deletion from the queue list.

The display device 216 is a device for displaying an order waiting list, an acceptance screen, and a status management screen, and is configured of, 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 devices via the communication network N. The communication interface 220 is, for example, a modulation and demodulation device such as an ISDN modem, an ADSL modem, a cable modem, an optical modem, and 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, for example, 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 of the order in cooperation with the order management server 100 by being executed by the processor 210. It is done.

The user terminal 300 is a terminal owned by a user of a facility, such as a smartphone, a mobile phone, a tablet terminal, a personal computer (PC), a notebook PC, and a wearable device. The user terminal 300 includes a processor 310, an input device 320 such as various operation buttons and a touch panel, a display device 330 such as a liquid crystal display, a communication interface 340 for connecting to the communication network N, a disk drive or semiconductor memory (ROM, RAM, etc.) And other storage resources 350. The storage resource 350 stores, in addition to the various programs and various data, a computer program (dedicated application) for managing waiting for the order in cooperation with the order management server 100. The user can register waiting for each facility or confirm the waiting status via a dedicated application or a web browser installed in the user terminal 300.

The camera systems 400 of the loading lanes L1 to L4 are installed so that the license plate of the vehicle entering each loading lane can be photographed. The camera system 400 of each loading lane periodically transmits the captured image to the order management server 100. Note that instead of the image of the number plate, information of the number acquired by image analysis may be transmitted. The order management server 100 registers the vehicle number of each loading lane in the loading lane management table TA3 based on the acquired information.

(Registration of waiting for order)
First, the acceptance registration process of the order waiting by the order management server 100 will be described with reference to the flowchart of FIG. The case where the user (driver) who visited the facility (here, the delivery center) operates the order management terminal 200 installed in the facility and performs reception registration will be described as an example.

First, the order management terminal 200 receives, from the order management server 100, information included in the order waiting list registered in the status management table TA2 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 waiting for the order (step S32). On the reception screen, for example, a list is displayed in which information of the waiting list (reception number of the person waiting for the turn and current status information) is arranged in chronological order in the order of reception. Furthermore, the number of waiting groups currently waiting for the order is also displayed.

When the user performs a predetermined operation input on the displayed reception screen and the input of the information (vehicle number, contact phone number or e-mail address at the time of calling, etc.) necessary for reception of the queue waiting 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), an estimated waiting time at the present time, and the like are displayed. In addition, a message prompting to receive the turn ticket is displayed, and the user can receive the turn ticket to be printed from the printer connected to the turn management terminal 200.

The two-dimensional code associated with the reception number is printed on the turn ticket. The user reads the two-dimensional code printed on the order ticket using his / her user terminal 300, and the display device of the user terminal 300 displays the user's current waiting status (the number of waiting groups in the current Waiting time etc. is displayed. In addition, the user enters a telephone number or an e-mail address according to a guidance displayed by reading a two-dimensional code, thereby receiving a message by telephone or mail when the order comes, or the order is approaching. When you can receive a remind message.

The determined 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, it performs a process of newly adding a pair of waiting orders to the waiting list of the facility based on the received new registration information, and the status management table TA2 It updates (step S36).

The user can also perform reception registration from his / her user terminal 300. In this case, a facility that the user terminal 300 wants to use is selected via a dedicated application or a website, and a reception screen for the facility is displayed. After that, the same procedure as in the case of registration using the order management terminal 200 can be performed. By using the user terminal 300, reception registration can be performed remotely before actually arriving at the facility.

(Updating the waiting list)
The contents of each record in the queue list for each facility are updated when an employee etc. of the facility performs operations such as “cancel”, “change”, “call”, “guidance” using the queue management terminal 200. Be done. "Cancel" means to cancel the queue, and "change" means to change the content of the queue once it has been input. Also, "calling" means that the set whose order has arrived is verbally called or notified by telephone or call mail, and "information" actually corresponds to the set whose order has come. Means that it has started.

The employee selects an update target queue from the queue list displayed on the queue management terminal 200, and selects one of "call", "cancel", and "change" for the selected queue group. Perform an update operation. Information specifying the queue to be updated (for example, the reception number "1") and information for the update operation (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 order waiting list of the facility based on the received information. For example, when the “call” operation is performed on the reception number “1”, the status of the waiting group of the reception number “1” is updated to “calling”.

(Guide processing at the time of arrival of order)
Next, guidance processing when the turn comes will be described using the flowchart of FIG. In this embodiment, when it is confirmed that the vehicle has finished loading and left the loading lane after guidance, the record of the waiting group is deleted from the waiting list. The loads loaded on each vehicle are managed in association with the vehicle number and the like, and are prepared in the corresponding loading lane in accordance with the timing of guidance of each vehicle.

The order management server 100 instructs the cargo lanes to be designated for the turn-waiting group whose order has arrived and the call has been received (step S401). The assignment of loading lanes may be performed by the order management server 100 at the time of reception registration, or the numbers of vacant lanes may be allocated in the order of reception registration. In the former case, the order comes at the timing when the cargo lane set at the time of reception registration becomes vacant, and a call is made. In the latter case, the order comes at timing when any cargo lane is assigned, and a call is made. Also, the assigned load lane number is registered in the waiting list. Notification of the assigned load lane number may be made at the time of calling. For example, when calling, a message such as "The order has come. Please move to the first lane" may be notified. At the same time as the guidance, the order management server 100 registers the vehicle numbers of the guided waiting group in the vehicle numbers of the loading lanes of the loading lane management table TA3.

The order management server 100 periodically acquires an image of a license plate or information of a number acquired by image analysis from the camera system 400 installed in each of the load lanes L1 to L4. The order management server 100 determines, based on the information acquired from the camera system 400, whether the vehicle guided to each loading lane has finished loading and left (Step S402). Specifically, it is determined whether the vehicle number (vehicle number of each loading lane registered in the loading lane management table TA3) guided to each loading lane is shown in the image of the camera system 400. If the number is not shown, it is determined that the user has exited. If the number is displayed, it is determined that the user has not yet exited.

If the order management server 100 confirms that the guided vehicle has left for each loading lane in step S402 (step S402: YES), the record of the corresponding waiting group in the waiting list is deleted (step S402) Step S403). Further, the order management server 100 deletes the vehicle number registered for the corresponding loading lane of the loading lane management table TA3.

On the other hand, if it is determined in step S402 that the guided vehicle has not yet exited for each loading lane (step S402: NO), it is determined whether or not a predetermined time has elapsed after guidance. (Step S404). If the predetermined time has elapsed (step S404: YES), the order management terminal 200 is notified of a warning that the stay time has been exceeded (step S405).

As described above, according to the present embodiment, at the time of reception registration for waiting for a turn, the vehicle number is also correlated and registered, and when the turn comes, the vehicle is guided to the designated loading lane. After guidance, information of the number of vehicles staying in each loading lane is acquired from the camera system 400, and it is determined whether the vehicle guided to the loading lane has finished loading and then exited, and exit is confirmed. Then, the queue group is deleted from the queue list. Thereby, it is possible to detect the exit of the vehicle from the loading lane and automatically update the waiting list.

Furthermore, since the warning is notified to the order management terminal 200 when the vehicle does not leave even if the predetermined time is exceeded, the use efficiency of the loading lane can be improved. In addition, the stay time from the guidance in each loading lane to leaving may be recorded, and it may be used for analysis of working hours, etc.

The present invention is not limited to the embodiments described above, and can be implemented in other various forms without departing from the scope of the present invention. For this reason, the said embodiment is only a mere illustration in all the points, and is not interpreted restrictively. For example, the processing steps described above can be arbitrarily changed in order or performed in parallel as long as no contradiction occurs in the processing content.

1000 ... order management system 100 ... order management server 110 ... management database 120 ... processor 200 ... order management terminal 210 ... processor 215 ... input device 215 a ... touch panel 216 ... display device 220 ... communication interface 230 ... storage resource 300 ... user terminal 310 ... Processor 320: Input device 330: Display device 340: Communication interface 350: Memory resource 400: Camera system L1 to L4: Load lane TA1: Client management table TA2: Status management table TA3: Load lane management table N: Communication network AP1: order Management application

Claims

An order management system that manages order waiting in a facility,
An order management terminal for receiving registration of waiting for order in the facility;
A queue status management unit that manages registered queue group identification information and queue status;
An equipment designation unit for designating equipment for guiding a waiting group whose order has arrived among the plurality of equipment of the facility;
A photographing device provided in each of the plurality of facilities and photographing the identification information of the guided waiting group;
A determination unit that determines whether or not the waiting group guided to each facility has left based on the image captured by the imaging device;
An order management system, comprising: an order waiting status update unit that updates the order waiting status of the corresponding waiting group when it is determined that the waiting group guided to each facility has left.
The order management terminal is provided with a notification unit for notifying the order management terminal of warning information indicating that the stay time has exceeded when it is not determined that the turnaround group guided to each facility has left even after a predetermined time has passed. The order management system according to claim 1.
The identification information is a vehicle number,
The order management system according to claim 1, wherein the determination unit determines whether or not the waiting group guided to each facility has left based on the information acquired by analysis of the image.
It is a turn management device that manages turn waiting in a facility,
A queue status management unit that manages registered queue group identification information and queue status;
An equipment designation unit for designating equipment for guiding a waiting group whose order has arrived among the plurality of equipment of the facility;
It is determined whether or not the waiting group guided to each facility has exited based on the image photographed by the photographing device provided for each of the plurality of equipments and photographing the identification information of the guided waiting group The judgment unit to
An order management device comprising: an order waiting status update unit that updates the order waiting status of the corresponding waiting group when it is determined that the waiting group guided to each facility has left.
The computer that manages the waiting in the facility,
A queue status management unit that manages registered queue group identification information and queue status;
An equipment designation unit for designating equipment for guiding a waiting group whose order has arrived among the plurality of equipment of the facility;
It is determined whether or not the waiting group guided to each facility has exited based on the image photographed by the photographing device provided for each of the plurality of equipments and photographing the identification information of the guided waiting group The judgment unit to
A program that functions as a queue status update unit that updates the queue status of the queue group when it is determined that the queue group guided to each facility has left.