WO2019093405A1 - Terminal device, information management system, and program - Google Patents

Terminal device, information management system, and program Download PDF

Info

Publication number
WO2019093405A1
WO2019093405A1 PCT/JP2018/041431 JP2018041431W WO2019093405A1 WO 2019093405 A1 WO2019093405 A1 WO 2019093405A1 JP 2018041431 W JP2018041431 W JP 2018041431W WO 2019093405 A1 WO2019093405 A1 WO 2019093405A1
Authority
WO
WIPO (PCT)
Prior art keywords
information
visit
input
terminal device
information management
Prior art date
Application number
PCT/JP2018/041431
Other languages
French (fr)
Japanese (ja)
Inventor
雄大 植田
Original Assignee
株式会社リクルート
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by 株式会社リクルート filed Critical 株式会社リクルート
Priority to CN201880072205.7A priority Critical patent/CN111316314A/en
Publication of WO2019093405A1 publication Critical patent/WO2019093405A1/en

Links

Images

Classifications

    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q50/00—Systems or methods specially adapted for specific business sectors, e.g. utilities or tourism
    • G06Q50/10—Services
    • G06Q50/12—Hotels or restaurants
    • G—PHYSICS
    • G07—CHECKING-DEVICES
    • G07G—REGISTERING THE RECEIPT OF CASH, VALUABLES, OR TOKENS
    • G07G1/00—Cash registers
    • G07G1/12—Cash registers electronically operated

Definitions

  • the present invention relates to a management technique of customer visit information in a restaurant.
  • an order reception system (OES: Order Entry System) has been introduced in which a clerk uses a handy terminal to receive an order for food from a customer at many restaurants such as pubs (see, for example, Patent Document 1).
  • the clerk guides the visiting customer to the table, and then inputs the table number and the number of customers to the handy terminal.
  • the cooking order information to be input after that and the table number are linked.
  • a terminal device which is an aspect of the present disclosure, is a terminal device for inputting the visit information in an information management system that manages visit information which is information on a customer visiting a restaurant, and the information management system is
  • the terminal device includes an information management server which is connected to the terminal device via a communication network, receives information input from the terminal device via the communication network, and stores the information in a database, and the visit information is to the restaurant
  • the information indicating the visit experience may include information indicating the presence or absence of the visit experience to the restaurant or the visit frequency.
  • An information management system is an information management system that manages visit information, which is information on a customer visiting a restaurant, and a terminal device for inputting the visit information, and the terminal device And an information management server which is connected via a communication network, receives information inputted at the terminal device via the communication network, and stores the information in a database, and the visit information is to the restaurant
  • the terminal unit is an input screen of the visit information, and the display unit displays an input screen including a display area for displaying options of the information indicating the visit experience; and the visit information And an entry unit for accepting the input of the information and the visit information received by the entry unit to the information management server to be registered in the database. And parts, and has a.
  • the information management server may have a tabulation unit that tabulates the visit information based on information representing the visit experience.
  • a program according to still another aspect of the present disclosure is a program to be executed by a terminal device for inputting the visit information, in an information management system that manages visit information which is information on a customer visiting a restaurant.
  • the information management system includes an information management server which is connected to the terminal device via a communication network, receives information inputted in the terminal device via the communication network, and stores the information in a database.
  • the visit information includes information representing a visit experience to the restaurant, and is an input screen of the visit information, the visit experience Displaying an input screen including a display area for displaying a choice of information to be displayed on the display unit, and when the visit information is input to the input unit A step of registering by sending the visit information to the information management server, is intended for execution.
  • visit information including information representing visit experience to a restaurant is input to the terminal device, and the visit information is transmitted from the terminal device to the information management server and stored in the database. It is possible to classify the customer base and collect information according to the shop visit experience.
  • an information management system is an entertainment service such as karaoke, It can be applied to various service businesses such as relaxation service businesses such as massage.
  • FIG. 1 is a view showing a schematic configuration of an information management system 1 according to the present embodiment.
  • the information management system 1 is a so-called POS (Point of Sales) cash register system that manages information on cooking orders and sales in restaurants and information on customers, and as shown in FIG. And a register terminal 30 for accounting for a customer who finished eating and drinking.
  • the information management server 10, the customer service terminal 20, and the checkout terminal 30 are connected via the communication network N.
  • FIG. 1 illustrates the customer service terminal 20 and the cash register terminal 30 one by one
  • a plurality of the customer service terminal 20 and the cash register terminal 30 may be provided.
  • the information management system 1 can also be applied to a restaurant chain having a plurality of stores, and in this case, one or a plurality of the customer service terminal 20 and the cash register terminal 30 are installed in each store You may.
  • the communication network N includes a communication network capable of mutually transmitting and receiving information among the information management server 10, the customer service terminal 20, and the register terminal 30.
  • 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, WiFi (Wireless Fidelity), other communication lines, or a combination thereof. It does not matter whether it is wired or wireless.
  • FIG. 2 is a block diagram showing the main configuration of the information management server 10.
  • the information management server 10 is constituted by, for example, a computer with high arithmetic processing capability, and executes a predetermined program to cooperate with the customer service terminal 20 and the cash register terminal 30 to obtain information on orders and sales of dishes and information on customers Implement a server function to manage
  • the information management server 10 includes a communication interface 11, a storage unit 12, and a processor 13.
  • the communication interface 11 is a hardware module for connecting the information management server 10 to the communication network N and communicating with other terminals on the communication network N.
  • the communication interface 11 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 unit 12 is, for example, a logical device provided by a storage area of a physical device formed of a computer readable recording medium such as a disk drive or a semiconductor memory (ROM, RAM, etc.).
  • the storage unit 12 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 unit 12 stores various programs including an operating system program and a driver program, and various data used during execution of these programs.
  • the storage unit 12 includes an information management program AP1 to be executed by the processor 13, a reservation management database D1 used during execution of this program, a store visit information database D2, a count value database D3, a registration menu database D4, And the order information database D5.
  • the reservation management database D1 stores information on reservations in the restaurant (hereinafter referred to as reservation information).
  • the reservation information includes information such as reservation date, customer name, number of customers, table number and the like.
  • the visit information database D2 stores information (hereinafter referred to as visit information) about a customer who has visited the restaurant.
  • the visit information includes information such as visit date and time, customer name, number of persons, visit experience (presence and absence and frequency).
  • customers who have never visited the store in the past are referred to as first-visit customers, and customers who have visited the store are referred to as repeat customers who have visited the store two to several times regularly (for example, weekly)
  • a regular customer refers to a customer who visits once, once a month, and so on) or a customer who visits several times a year or more.
  • repeaters and regulars need not always be distinguished.
  • the definition of each of the repeater and the regular may be determined as appropriate by the user (eater).
  • the aggregation value database D3 stores aggregation values obtained by aggregating visit information. Specifically, an aggregate value is stored which counts the number of first-visit customers, repeaters, and regulars (the number of groups) for each predetermined period (for example, one week, one month, etc.).
  • the registration menu database D4 stores information (hereinafter referred to as registration menu information) regarding items of food provided in the restaurant.
  • the registration menu information includes, for example, information such as identification information of each item, a name, a category (appetizer, rice, etc.), a unit price, and a profit rate.
  • the order information database D5 stores order information which is input at the customer service terminal 20 and received via the communication network N.
  • the order information includes information such as the table number of the customer in the visitor, the number of persons, items ordered and the number thereof.
  • the processor 13 includes 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 the various programs stored in the storage unit 12 to execute the information management server 10. 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. Further, the processor 13 executes the information management program AP1 to realize a management function of cooking order and sales and information on customers in cooperation with the customer service terminal 20 and the cash register terminal 30.
  • an arithmetic logic operation unit such as a CPU
  • 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 processor 13 executes the information management program AP1 to realize a management function of cooking order and sales and information on customers in cooperation with the customer service terminal 20 and the cash register terminal 30.
  • the processor 13 includes a reservation management unit 131, a store visit information registration unit 132, an aggregation unit 133, and an order management unit 134.
  • the reservation management unit 131 manages customer reservation information. Specifically, the reservation information received via the communication network N is registered in the reservation management database D1, and the reservation information of the current day is read from the reservation management database D1 and transmitted to the customer service terminal 20.
  • the visit information registration unit 132 registers visit information stored in the customer service terminal 20 via the communication network N in the visit information database D2.
  • the aggregation unit 133 reads out visit information in a predetermined period from the aggregate value database D3, and aggregates visit information based on visit experiences of first-time visitors, repeaters, regulars, and the like.
  • the order management unit 134 is input at the customer service terminal 20, stores and manages order information received via the communication network N in the order information database D5, and is requested when requested from the cashier terminal 30.
  • the order information is extracted and transmitted to the cashier terminal 30.
  • the computer configuring the information management server 10 does not necessarily have to be one, and may be configured from a plurality of computers distributed on the communication network N.
  • the registration menu database D4 and the order information database D5 may be provided on another computer and cooperated with the information management server 10.
  • the customer service terminal 20 and the register terminal 30 can exchange data with other communication devices via the communication network N, and have a display unit capable of displaying a screen based on the received information, and an input device.
  • Any terminal can be used.
  • application programs are applied to general-purpose terminal devices such as a tablet terminal, a personal computer (PC), a notebook PC, a smartphone, a mobile phone, and a PDA besides dedicated terminal devices.
  • the installed device can be used.
  • the customer terminal 20 and the register terminal 30 may be shared by one terminal device by switching the operation mode of the terminal device. In a general restaurant, it is preferable to use a portable device such as a smartphone, a tablet terminal, or a PDA as the customer service terminal 20.
  • FIG. 3 is a block diagram showing the main configuration of the customer service terminal 20.
  • the customer service terminal 20 is a terminal device used when a shop clerk at a restaurant guides a customer who visits a seat and receives a food order, and includes a communication interface 21, a display unit 22, and an input unit 23, A storage unit 24 and a processor 25 are provided.
  • the communication interface 21 is a hardware module for connecting the customer service terminal 20 to the communication network N and communicating with other terminals on the communication network N.
  • the communication interface 21 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 display unit 22 is configured of, for example, a liquid crystal display.
  • the display unit 22 displays a confirmation screen of the reservation status on the day of the restaurant, a visitor status, a cooking order screen, and the like.
  • the input unit 23 is an input device such as various operation buttons and a touch panel provided on the display unit 22.
  • the input unit 23 is used when inputting information regarding a customer who has visited the store, an order of food, and the like.
  • the storage unit 24 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 unit 24 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 unit 24 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 21 and the like.
  • the storage unit 24 stores the customer service program AP2 for receiving visit information and order information by executing the processor 25 by the processor 25 and managing these information at the time of customer service. doing.
  • the processor 25 includes 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 the various programs stored in the storage unit 24 to be a customer service terminal 20.
  • arithmetic logic operation unit such as a CPU
  • 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 function control unit realized by the processor 25 executing the customer service program AP2 transmits to the information management server 10 the display control unit 251 that causes the display unit 22 to display various screens, and the visit information input to the input unit. , And a registration unit 252 for registering the information in the visit information database D2.
  • the cashier terminal 30 is a terminal device used when a customer who has finished eating and drinking performs accounting.
  • the cash register terminal 30 has a cash register function of acquiring order information transmitted from the customer service terminal 20 to the information management server 10 and calculating the total amount of money based on the order information.
  • FIG. 4 is a sequence diagram showing a customer visit process using the customer service terminal 20 which is a terminal device according to this embodiment.
  • 5 to 7 are schematic views illustrating screens displayed on the display unit 22 of the customer service terminal 20.
  • FIG. 4 is a sequence diagram showing a customer visit process using the customer service terminal 20 which is a terminal device according to this embodiment.
  • 5 to 7 are schematic views illustrating screens displayed on the display unit 22 of the customer service terminal 20.
  • the customer service terminal 20 displays a customer service screen A1 illustrated in FIG. 5 on the display unit 22 (step S10).
  • the customer service screen includes a table selection area a1, an operation selection area a2, and an order screen display button a3 used when receiving an order for food.
  • a plurality of icons corresponding to the table installed in the restaurant are displayed.
  • each icon displayed in the table selection area a1 a table number and the number of customers who can be seated in the table are displayed. For example, in the icon a4, the texts of the table number "04" and "four seats" are displayed. Also, the icon of the table being used by the visitor is displayed, for example, shaded to distinguish it from the unused table (for example, the table numbers “01” “06” “07” “11” “ 14)). The icon of the table being used by the visitor actually displays the number of guests in the visitor. Further, among the tables being used by the visitor, a table in which the customer's visit experience is already entered displays a mark indicating the visit experience.
  • a mark a5 indicating that it is a regular is displayed.
  • a mark a6 indicating that the customer is a first-time shop customer is displayed.
  • a mark a7 indicating that it is a repeater is displayed.
  • these marks are not displayed on the table to which the store visit experience has not been input (for example, refer to table number “01”).
  • the time of the next reservation is displayed on the icon of the table containing the reservation (for example, see table numbers “05”, “06” and “14”).
  • the operation selection area a2 includes a reservation visit button a8 used when transitioning to a reservation processing screen of a reservation customer, a table operation button a9 used when transitioning to a table operation screen, and an order history in a table during a visitor And an order history button a10 to be used when confirming.
  • the customer service terminal 20 acquires reservation information and visit information from the information management server 10 via the communication network N, and displays each icon in the table selection area a1 of the customer service screen A1 based on the information.
  • a user who is a clerk of a restaurant performs an operation of selecting a table on the customer service terminal 20 after confirming presence or absence of a reservation for a visiting customer or the like (step S11) .
  • clerk performs an operation of selecting a table on the customer service terminal 20 after confirming presence or absence of a reservation for a visiting customer or the like (step S11) .
  • one icon corresponding to a table which is not used is selected from the table selection area a1, and a predetermined operation such as tapping is performed on the table selection button a9.
  • the customer service terminal 20 displays the visitor information input screen A2 illustrated in FIG. 6 so as to overlap the table selection area a1 (step S12).
  • the visitor information input screen A2 includes a ten-key pad a21, a visit button a22, an order button a23, a table information display area a24, and a visit experience selection area a25.
  • table information display area a24 table information (table number, table position, etc.) and the number of customers corresponding to the icon (for example, icon a26) selected in the table selection area a1 are displayed.
  • the visit experience selection area a 25 is an area for selecting the visit experience (presence or absence and visit frequency) of the customer, and in the present embodiment, three types of text icons “first visit,” “repeater,” and “regular” are prepared ing.
  • the clerk inputs visit information to the visit information input screen A2 (step S13). Specifically, the number of customers is input using the ten-key pad a21, and an icon representing the customer's visit experience is selected from the text icons displayed in the visit experience selection area a25. At this time, the store clerk should ask, "If this is your first visit," for a customer who is not familiar with his or her memory. In addition, if the visit experience is unknown at the time of guiding the customer to the table, the visit experience may not be input (unselected). FIG. 6 shows a state in which "first visit" is selected.
  • the customer service terminal 20 transmits the received visit information to the information management server 10 and registers it in the visit information database D2 (step S14) S15).
  • the visit information is accumulated in the visit information database D2.
  • the customer service terminal 20 displays the customer service screen A1 again (step S16).
  • the customer service terminal 20 acquires the latest reservation information and visit information from the information management server 10, and displays each icon in the table selection area a1 of the customer service screen A1 based on these information. Therefore, the number of customers who have been input and their visit experience are newly displayed on the icon of the table on which the visit information has been input.
  • new visit information is reflected on the customer service screen A1 displayed on all the customer service terminals 20.
  • the customer service terminal 20 causes the display unit 22 to display a cooking order screen based on the registration menu information stored in the information management server 10.
  • the customer service terminal 20 When the store clerk performs a predetermined operation (for example, selection of an icon displaying a dish name or an input operation of a quantity) on the order screen, the customer service terminal 20 generates order information according to the operation and the information It transmits to the management server 10.
  • the clerk can input or change the information as needed.
  • a store clerk with a long experience such as a store manager of the restaurant, may be able to determine the customer's visit experience. It is also possible to change the visit information from the customer terminal 20 other than the customer terminal 20 to which the customer visit information was input when the customer visited the store.
  • the store clerk performs an operation of selecting a table in which the customer information has been changed among the tables in use on the customer service screen A1 shown in FIG. 5 (step S17). Specifically, the icon corresponding to the target table is selected, and an operation such as tapping is performed on the table operation button a9.
  • the customer service terminal 20 displays a shop visit information addition input screen A3 illustrated in FIG. 7 on the display unit 22 (step S18).
  • the visit information addition input screen A3 the number of customers can be changed by operating the plus / minus button a31. Further, by operating the visitor experience selection area a25, it is possible to newly select or change the customer's visit experience.
  • the store clerk inputs and changes the visit information as necessary (step S19), and performs an operation such as tapping on the confirmation button a32 (step S20).
  • the customer service terminal 20 transmits the input visit information to the information management server 10, and updates the visit information database D2 (step S21). Thereafter, the customer service terminal 20 displays the customer service screen A1 again based on the latest reservation information and visit information acquired from the information management server 10 (step S22).
  • FIG. 8 is a graph showing the result of counting the breakdown of the number of visitors and the experience of visiting each month. As shown in FIG. 8, there is no significant change in the number of visits as a whole, but if regular customers are decreasing, it may be analyzed that the quality of service may be reduced at the restaurant. it can.
  • information may be aggregated by combining the visit experience and other attributes of the customer (such as gender and age group).
  • attributes of the customer such as gender and age group.
  • an icon or the like for inputting another attribute may be provided on the customer service screen.
  • the customer class is classified according to the visit experience. Information can be collected. Therefore, it is possible to visualize the collected information and use it for various management such as review of service. Further, since the input information is managed by the information management server 10, it is possible to reduce the memory resources of the customer terminal 20 in comparison with the method of distributing and managing the input information by each customer terminal 20. Become.

Abstract

In the present invention a terminal device (20) in an information management system (1) that manages visit information, which is information related to customers visiting a restaurant, is used to input the visit information. The information management system (1) is equipped with an information management server (10), which is connected to the terminal device (20) via a communication network, receives the information input to the terminal device via the communication network, and stores the received information in a database. The visit information includes information representing a visit history for the restaurant. The terminal device comprises: a display unit (22) for displaying an input screen for the visit information, said input screen including a display region for displaying options for the information representing the visit history; an input unit (23) for receiving an input of visit information; and a registration unit (252) for transmitting to the information management server (10) and storing in the database the visit information received by the input unit (23).

Description

端末装置、情報管理システム、及びプログラムTerminal device, information management system, and program 関連出願の相互参照Cross-reference to related applications
　本出願は、２０１７年１１月９日に出願された日本出願番号（特願）２０１７－２１６５９７号に基づくもので、ここにその記載内容を援用する。 This application is based on Japanese Patent Application No. 2017-216597 filed on Nov. 9, 2017, the contents of which are incorporated herein by reference.
　本発明は、飲食店における顧客の来店情報の管理技術に関する。 The present invention relates to a management technique of customer visit information in a restaurant.
　近年、居酒屋など多くの飲食店に、店員がハンディ端末を用いて顧客から料理の注文を受け付ける注文受付システム（ＯＥＳ：Order Entry System）が導入されている（例えば特許文献１参照）。注文受付システムが導入された飲食店において、店員は、来店した顧客をテーブルに案内した後、テーブル番号と客の人数をハンディ端末に入力する。それにより、その後に入力される料理の注文情報とテーブル番号とが紐付けられる。 2. Description of the Related Art In recent years, an order reception system (OES: Order Entry System) has been introduced in which a clerk uses a handy terminal to receive an order for food from a customer at many restaurants such as pubs (see, for example, Patent Document 1). In the restaurant where the order reception system is introduced, the clerk guides the visiting customer to the table, and then inputs the table number and the number of customers to the handy terminal. As a result, the cooking order information to be input after that and the table number are linked.
特開２０１５－２０４０１９号公報JP, 2015-204019, A
　ところで、飲食店においては、新規の顧客を獲得するだけでなく、リピーターや常連を増やすことが売上向上につながる。しかしながら、顧客が新規であるか常連であるかといった来店経験（有無や頻度）によって客層を分類し、分析するなどして経営に活用する仕組みは、従来知られていなかった。
　本開示は、以上説明した事情に鑑みてなされたものであり、飲食店への来店経験によって客層を分類して情報を収集することができる端末装置、情報管理システム、及びプログラムを提供することを目的の一つとする。 By the way, in the restaurant, not only acquiring new customers but also increasing repeaters and regulars leads to sales improvement. However, a mechanism for classifying and analyzing the customer base according to the visit experience (presence or absence and frequency) whether the customer is new or regular has not been known conventionally.
The present disclosure has been made in view of the above-described circumstances, and provides a terminal device, an information management system, and a program that can classify customers and collect information according to the visit experience to a restaurant. It is one of the purposes.
　本開示の一態様である端末装置は、飲食店に来店した顧客に関する情報である来店情報を管理する情報管理システムにおいて前記来店情報を入力するための端末装置であって、前記情報管理システムは、当該端末装置と通信ネットワークを介して接続され、当該端末装置において入力された情報を、前記通信ネットワークを介して受信し、データベースに蓄積する情報管理サーバを備え、前記来店情報は、前記飲食店への来店経験を表す情報を含み、前記来店情報の入力画面であって、前記来店経験を表す情報の選択肢を表示する表示領域を含む入力画面を表示する表示部と、前記来店情報の入力を受け付ける入力部と、前記入力部によって受け付けられた前記来店情報を前記情報管理サーバに送信して前記データベースに登録させる登録部と、を備えるものである。 A terminal device, which is an aspect of the present disclosure, is a terminal device for inputting the visit information in an information management system that manages visit information which is information on a customer visiting a restaurant, and the information management system is The terminal device includes an information management server which is connected to the terminal device via a communication network, receives information input from the terminal device via the communication network, and stores the information in a database, and the visit information is to the restaurant A display unit for displaying an input screen including the display area including the information representing the visit experience and the display area for displaying the options of the information representing the visit experience, and the input of the visit information An input unit, and registration for transmitting the visit information received by the input unit to the information management server to be registered in the database And, those with a.
　上記端末装置において、前記来店経験を表す情報は、前記飲食店への来店経験の有無又は来店頻度を表す情報を含んでも良い。 In the terminal device, the information indicating the visit experience may include information indicating the presence or absence of the visit experience to the restaurant or the visit frequency.
　本開示の別の態様である情報管理システムは、飲食店に来店した顧客に関する情報である来店情報を管理する情報管理システムであって、前記来店情報を入力するための端末装置と、前記端末装置と通信ネットワークを介して接続され、前記端末装置において入力された情報を、前記通信ネットワークを介して受信し、データベースに蓄積する情報管理サーバと、を備え、前記来店情報は、前記飲食店への来店経験を表す情報を含み、前記端末装置は、前記来店情報の入力画面であって、前記来店経験を表す情報の選択肢を表示する表示領域を含む入力画面を表示する表示部と、前記来店情報の入力を受け付ける入力部と、前記入力部によって受け付けられた前記来店情報を前記情報管理サーバに送信して前記データベースに登録させる登録部と、を有するものである。 An information management system according to another aspect of the present disclosure is an information management system that manages visit information, which is information on a customer visiting a restaurant, and a terminal device for inputting the visit information, and the terminal device And an information management server which is connected via a communication network, receives information inputted at the terminal device via the communication network, and stores the information in a database, and the visit information is to the restaurant The terminal unit is an input screen of the visit information, and the display unit displays an input screen including a display area for displaying options of the information indicating the visit experience; and the visit information And an entry unit for accepting the input of the information and the visit information received by the entry unit to the information management server to be registered in the database. And parts, and has a.
　上記情報管理システムにおいて、前記情報管理サーバは、前記来店経験を表す情報に基づいて前記来店情報を集計する集計部を有しても良い。 In the above information management system, the information management server may have a tabulation unit that tabulates the visit information based on information representing the visit experience.
　本開示のさらに別の態様であるプログラムは、飲食店に来店した顧客に関する情報である来店情報を管理する情報管理システムにおいて、前記来店情報を入力するための端末装置に実行させるプログラムであって、前記情報管理システムは、前記端末装置と通信ネットワークを介して接続され、前記端末装置において入力された情報を、前記通信ネットワークを介して受信し、データベースに蓄積する情報管理サーバを備え、前記端末装置は、表示部と、入力部と、制御部と、を有し、前記来店情報は、前記飲食店への来店経験を表す情報を含み、前記来店情報の入力画面であって、前記来店経験を表す情報の選択肢を表示する表示領域を含む入力画面を前記表示部に表示させるステップと、前記入力部に前記来店情報が入力された場合に、前記来店情報を前記情報管理サーバに送信して登録させるステップと、を実行させるものである。 A program according to still another aspect of the present disclosure is a program to be executed by a terminal device for inputting the visit information, in an information management system that manages visit information which is information on a customer visiting a restaurant. The information management system includes an information management server which is connected to the terminal device via a communication network, receives information inputted in the terminal device via the communication network, and stores the information in a database. Has a display unit, an input unit, and a control unit, and the visit information includes information representing a visit experience to the restaurant, and is an input screen of the visit information, the visit experience Displaying an input screen including a display area for displaying a choice of information to be displayed on the display unit, and when the visit information is input to the input unit A step of registering by sending the visit information to the information management server, is intended for execution.
　本開示によれば、飲食店への来店経験を表す情報を含む来店情報を端末装置に入力し、該来店情報を端末装置から情報管理サーバに送信してデータベースに蓄積するので、当該飲食店への来店経験によって客層を分類し、情報を収集することが可能となる。 According to the present disclosure, visit information including information representing visit experience to a restaurant is input to the terminal device, and the visit information is transmitted from the terminal device to the information management server and stored in the database. It is possible to classify the customer base and collect information according to the shop visit experience.
本開示の実施形態に係る情報管理システムの概略構成を示す図である。It is a figure showing a schematic structure of an information management system concerning an embodiment of this indication. 本開示の実施形態に係る情報管理サーバの主要構成を示すブロック図である。It is a block diagram showing the main composition of the information management server concerning an embodiment of this indication. 本開示の実施形態に係る端末装置の主要構成を示すブロック図である。It is a block diagram showing the main composition of the terminal unit concerning an embodiment of this indication. 本開示の実施形態に係る端末装置を用いた顧客の来店処理を示すシーケンス図である。It is a sequence diagram showing a customer visit process using a terminal device according to an embodiment of the present disclosure. 接客用端末の表示部に表示される画面を例示する模式図である。It is a schematic diagram which illustrates the screen displayed on the display part of the terminal for customer service. 接客用端末の表示部に表示される画面を例示する模式図である。It is a schematic diagram which illustrates the screen displayed on the display part of the terminal for customer service. 接客用端末の表示部に表示される画面を例示する模式図である。It is a schematic diagram which illustrates the screen displayed on the display part of the terminal for customer service. 来店情報の集計結果を例示するグラフである。It is a graph which illustrates the total result of visit information.
　以下、本開示の実施形態について図面を参照しつつ詳細に説明する。なお、同一の要素には同一の符号を付し、重複する説明を省略する。 Hereinafter, embodiments of the present disclosure 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.
　本実施形態では、飲食店を訪れた顧客に関する情報を管理する場合を例に説明するが、これに限る趣旨ではなく、本開示に係る情報管理システムは、カラオケ等のエンターテインメント系のサービス業や、マッサージ等のリラクゼーション系のサービス業など各種サービス業に適用することができる。 In the present embodiment, a case of managing information on a customer visiting a restaurant is described as an example, but the present invention is not limited to this, and an information management system according to the present disclosure is an entertainment service such as karaoke, It can be applied to various service businesses such as relaxation service businesses such as massage.
（１）実施形態の構成
　図１は、本実施形態に係る情報管理システム１の概略構成を示す図である。
　情報管理システム１は、飲食店における料理の注文及び売上に関する情報並びに顧客に関する情報を管理する、所謂ＰＯＳ（Point　of　Sales）レジシステムであり、図１に示すように、情報管理サーバ１０と、顧客からの料理の注文を受け付ける際に使用される接客用端末２０と、飲食を終えた顧客の会計を行うレジ端末３０とを備える。これらの情報管理サーバ１０と、接客用端末２０と、レジ端末３０とは、通信ネットワークＮを介して接続される。 (1) Configuration of Embodiment FIG. 1 is a view showing a schematic configuration of an information management system 1 according to the present embodiment.
The information management system 1 is a so-called POS (Point of Sales) cash register system that manages information on cooking orders and sales in restaurants and information on customers, and as shown in FIG. And a register terminal 30 for accounting for a customer who finished eating and drinking. The information management server 10, the customer service terminal 20, and the checkout terminal 30 are connected via the communication network N.
　図１においては、接客用端末２０及びレジ端末３０を１台ずつ図示しているが、接客用端末２０及びレジ端末３０を複数台ずつ設けても良い。また、情報管理システム１は、複数の店舗を有する飲食店チェーンに適用することも可能であり、この場合には、各店舗に接客用端末２０及びレジ端末３０を１台ずつ又は複数台ずつ設置しても良い。 Although FIG. 1 illustrates the customer service terminal 20 and the cash register terminal 30 one by one, a plurality of the customer service terminal 20 and the cash register terminal 30 may be provided. In addition, the information management system 1 can also be applied to a restaurant chain having a plurality of stores, and in this case, one or a plurality of the customer service terminal 20 and the cash register terminal 30 are installed in each store You may.
　通信ネットワークＮは、情報管理サーバ１０、接客用端末２０、及びレジ端末３０の間で相互に情報を送受信可能な通信網を含む。通信ネットワークＮは、例えば、インターネット、ＬＡＮ、専用線、電話回線、企業内ネットワーク、移動体通信網、ブルートゥース、ＷｉＦｉ（Wireless　Fidelity）、その他の通信回線、それらの組み合わせ等のいずれであってもよく、有線であるか無線であるかを問わない。 The communication network N includes a communication network capable of mutually transmitting and receiving information among the information management server 10, the customer service terminal 20, and the register terminal 30. 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, WiFi (Wireless Fidelity), other communication lines, or a combination thereof. It does not matter whether it is wired or wireless.
　図２は、情報管理サーバ１０の主要構成を示すブロック図である。情報管理サーバ１０は、例えば、演算処理能力の高いコンピュータによって構成され、所定のプログラムを実行することにより、接客用端末２０及びレジ端末３０と連携して料理の注文及び売上に関する情報並びに顧客に関する情報を管理するサーバ機能を実現する。図２に示すように、情報管理サーバ１０は、通信インタフェース１１と、記憶部１２と、プロセッサ１３とを備える。 FIG. 2 is a block diagram showing the main configuration of the information management server 10. As shown in FIG. The information management server 10 is constituted by, for example, a computer with high arithmetic processing capability, and executes a predetermined program to cooperate with the customer service terminal 20 and the cash register terminal 30 to obtain information on orders and sales of dishes and information on customers Implement a server function to manage As shown in FIG. 2, the information management server 10 includes a communication interface 11, a storage unit 12, and a processor 13.
　通信インタフェース１１は、情報管理サーバ１０を通信ネットワークＮに接続し、通信ネットワークＮ上の他の端末と通信をするためのハードウェアモジュールである。通信インタフェース１１は、例えば、ＩＳＤＮモデム、ＡＤＳＬモデム、ケーブルモデム、光モデム、ソフトモデム等の変調復調装置である。 The communication interface 11 is a hardware module for connecting the information management server 10 to the communication network N and communicating with other terminals on the communication network N. The communication interface 11 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.
　記憶部１２は、例えば、ディスクドライブ又は半導体メモリ（ＲＯＭ、ＲＡＭなど）等のコンピュータ読み取り可能な記録媒体からなる物理デバイスの記憶領域が提供する論理デバイスである。記憶部１２は、複数の物理デバイスを１つの論理デバイスにマッピングして構築してもよいし、１つの物理デバイスを複数の論理デバイスにマッピングして構築してもよい。記憶部１２は、オペレーティングシステムプログラムやドライバプログラムを含む各種プログラム及びこれらのプログラムの実行中に使用される各種データを格納する。具体的には、記憶部１２は、プロセッサ１３に実行させる情報管理プログラムＡＰ１と、このプログラムの実行中に使用される予約管理データベースＤ１、来店情報データベースＤ２、集計値データベースＤ３、登録メニューデータベースＤ４、及び注文情報データベースＤ５とを記憶している。 The storage unit 12 is, for example, a logical device provided by a storage area of a physical device formed of a computer readable recording medium such as a disk drive or a semiconductor memory (ROM, RAM, etc.). The storage unit 12 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 unit 12 stores various programs including an operating system program and a driver program, and various data used during execution of these programs. Specifically, the storage unit 12 includes an information management program AP1 to be executed by the processor 13, a reservation management database D1 used during execution of this program, a store visit information database D2, a count value database D3, a registration menu database D4, And the order information database D5.
　予約管理データベースＤ１は、当該飲食店における予約に関する情報（以下、予約情報という）を格納する。予約情報は、予約日時、顧客名、客数、テーブル番号等の情報を含む。 The reservation management database D1 stores information on reservations in the restaurant (hereinafter referred to as reservation information). The reservation information includes information such as reservation date, customer name, number of customers, table number and the like.
　来店情報データベースＤ２は、当該飲食店に来店した顧客に関する情報（以下、来店情報という）を格納する。来店情報は、来店日時、顧客名、人数、来店経験（有無及び頻度）等の情報を含む。以下においては、過去に来店経験のない顧客のことを初来店客と呼び、来店経験のある顧客のうち、来店回数が２回～数回の顧客をリピーターと呼び、定期的（例えば、週に１回、月に１回など）に来店する顧客や年に数回以上来店する顧客のことを常連という。もっとも、リピーターと常連は必ずしも区別しなくても良い。また、リピーター及び常連の各々の定義は、ユーザ（飲食店）が適宜決定すれば良い。 The visit information database D2 stores information (hereinafter referred to as visit information) about a customer who has visited the restaurant. The visit information includes information such as visit date and time, customer name, number of persons, visit experience (presence and absence and frequency). In the following, customers who have never visited the store in the past are referred to as first-visit customers, and customers who have visited the store are referred to as repeat customers who have visited the store two to several times regularly (for example, weekly) A regular customer refers to a customer who visits once, once a month, and so on) or a customer who visits several times a year or more. However, repeaters and regulars need not always be distinguished. Also, the definition of each of the repeater and the regular may be determined as appropriate by the user (eater).
　集計値データベースＤ３は、来店情報を集計した集計値を格納する。具体的には、初来店客、リピーター、及び常連の数（組数）を所定期間（例えば、１週間、１ヶ月間など）ごとに集計した集計値を格納する。 The aggregation value database D3 stores aggregation values obtained by aggregating visit information. Specifically, an aggregate value is stored which counts the number of first-visit customers, repeaters, and regulars (the number of groups) for each predetermined period (for example, one week, one month, etc.).
　登録メニューデータベースＤ４は、飲食店において提供される料理の品目に関する情報（以下、登録メニュー情報という）を格納する。登録メニュー情報は、例えば、各品目の識別情報、名称、カテゴリ（前菜、ご飯もの等）、単価、利益率等の情報を含む。 The registration menu database D4 stores information (hereinafter referred to as registration menu information) regarding items of food provided in the restaurant. The registration menu information includes, for example, information such as identification information of each item, a name, a category (appetizer, rice, etc.), a unit price, and a profit rate.
　注文情報データベースＤ５は、接客用端末２０において入力され、通信ネットワークＮを介して受信された注文情報を格納する。注文情報は、来客中の顧客のテーブル番号、人数、注文された品目及びその数等の情報を含む。 The order information database D5 stores order information which is input at the customer service terminal 20 and received via the communication network N. The order information includes information such as the table number of the customer in the visitor, the number of persons, items ordered and the number thereof.
　プロセッサ１３は、算術演算、論理演算、ビット演算等を処理する算術論理演算ユニット（ＣＰＵなど）及び各種レジスタから構成され、記憶部１２に格納されている各種プログラムを実行することで情報管理サーバ１０の各部を中枢的に制御する。各種レジスタは、例えば、プログラムカウンタ、データレジスタ、命令レジスタ、汎用レジスタ等である。また、プロセッサ１３は、情報管理プログラムＡＰ１を実行することにより、接客用端末２０及びレジ端末３０と連携して料理の注文及び売上並びに顧客に関する情報の管理機能を実現する。 The processor 13 includes 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 the various programs stored in the storage unit 12 to execute the information management server 10. 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. Further, the processor 13 executes the information management program AP1 to realize a management function of cooking order and sales and information on customers in cooperation with the customer service terminal 20 and the cash register terminal 30.
　詳細には、プロセッサ１３は、予約管理部１３１と、来店情報登録部１３２と、集計部１３３と、注文管理部１３４とを有する。 Specifically, the processor 13 includes a reservation management unit 131, a store visit information registration unit 132, an aggregation unit 133, and an order management unit 134.
　予約管理部１３１は、顧客の予約情報を管理する。詳細には、通信ネットワークＮを介して受信した予約情報を予約管理データベースＤ１に登録すると共に、予約管理データベースＤ１から当日の予約情報を読み出して接客用端末２０に送信する。 The reservation management unit 131 manages customer reservation information. Specifically, the reservation information received via the communication network N is registered in the reservation management database D1, and the reservation information of the current day is read from the reservation management database D1 and transmitted to the customer service terminal 20.
　来店情報登録部１３２は、接客用端末２０において入力され、通信ネットワークＮを介して受信した来店情報を来店情報データベースＤ２に登録する。 The visit information registration unit 132 registers visit information stored in the customer service terminal 20 via the communication network N in the visit information database D2.
　集計部１３３は、集計値データベースＤ３から所定期間内の来店情報を読み出し、初来店客、リピーター、及び常連などの来店経験に基づいて来店情報を集計する。 The aggregation unit 133 reads out visit information in a predetermined period from the aggregate value database D3, and aggregates visit information based on visit experiences of first-time visitors, repeaters, regulars, and the like.
　注文管理部１３４は、接客用端末２０において入力され、通信ネットワークＮを介して受信した注文情報を注文情報データベースＤ５に格納して管理すると共に、レジ端末３０から要求があった際に、要求された注文情報を抽出してレジ端末３０に送信する。 The order management unit 134 is input at the customer service terminal 20, stores and manages order information received via the communication network N in the order information database D5, and is requested when requested from the cashier terminal 30. The order information is extracted and transmitted to the cashier terminal 30.
　ここで、情報管理サーバ１０を構成するコンピュータは、必ずしも１台である必要はなく、通信ネットワークＮ上に分散する複数のコンピュータから構成されてもよい。例えば、登録メニューデータベースＤ４及び注文情報データベースＤ５を別のコンピュータに設け、情報管理サーバ１０と連携させても良い。 Here, the computer configuring the information management server 10 does not necessarily have to be one, and may be configured from a plurality of computers distributed on the communication network N. For example, the registration menu database D4 and the order information database D5 may be provided on another computer and cooperated with the information management server 10.
　接客用端末２０及びレジ端末３０は、通信ネットワークＮを介して他の通信機器とデータの授受が可能であり、且つ、受信した情報に基づく画面表示が可能な表示部と、入力デバイスとを備えるあらゆる端末装置を利用することができる。具体的には、接客用端末２０及びレジ端末３０として、専用の端末装置の他、タブレット端末、パーソナルコンピュータ（ＰＣ）、ノートＰＣ、スマートフォン、携帯電話機、ＰＤＡ等の汎用の端末装置にアプリケーションプログラムをインストールした機器を用いることができる。また、汎用の端末装置を用いる場合には、端末装置の動作モードを切り換えることにより、接客用端末２０とレジ端末３０とを１台の端末装置で兼用しても良い。なお、一般的な飲食店においては、接客用端末２０として、スマートフォンやタブレット端末、ＰＤＡのような携帯可能な機器を用いることが好ましい。 The customer service terminal 20 and the register terminal 30 can exchange data with other communication devices via the communication network N, and have a display unit capable of displaying a screen based on the received information, and an input device. Any terminal can be used. Specifically, as a customer service terminal 20 and a cashier terminal 30, application programs are applied to general-purpose terminal devices such as a tablet terminal, a personal computer (PC), a notebook PC, a smartphone, a mobile phone, and a PDA besides dedicated terminal devices. The installed device can be used. When a general-purpose terminal device is used, the customer terminal 20 and the register terminal 30 may be shared by one terminal device by switching the operation mode of the terminal device. In a general restaurant, it is preferable to use a portable device such as a smartphone, a tablet terminal, or a PDA as the customer service terminal 20.
　図３は、接客用端末２０の主要構成を示すブロック図である。接客用端末２０は、飲食店の店員が、来店した顧客を席に案内し、料理の注文を受け付ける際に用いられる端末装置であり、通信インタフェース２１と、表示部２２と、入力部２３と、記憶部２４と、プロセッサ２５とを備える。 FIG. 3 is a block diagram showing the main configuration of the customer service terminal 20. As shown in FIG. The customer service terminal 20 is a terminal device used when a shop clerk at a restaurant guides a customer who visits a seat and receives a food order, and includes a communication interface 21, a display unit 22, and an input unit 23, A storage unit 24 and a processor 25 are provided.
　通信インタフェース２１は、接客用端末２０を通信ネットワークＮに接続し、通信ネットワークＮ上の他の端末と通信をするためのハードウェアモジュールである。通信インタフェース２１は、例えば、ＩＳＤＮモデム、ＡＤＳＬモデム、ケーブルモデム、光モデム、ソフトモデム等の変調復調装置である。 The communication interface 21 is a hardware module for connecting the customer service terminal 20 to the communication network N and communicating with other terminals on the communication network N. The communication interface 21 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.
　表示部２２は、例えば液晶ディスプレイにより構成される。本実施形態において、表示部２２には、当該飲食店における当日の予約状況の確認画面、来客状況、料理の注文画面等が表示される。 The display unit 22 is configured of, for example, a liquid crystal display. In the present embodiment, the display unit 22 displays a confirmation screen of the reservation status on the day of the restaurant, a visitor status, a cooking order screen, and the like.
　入力部２３は、各種操作ボタンや表示部２２に設けられたタッチパネル等の入力デバイスである。本実施形態において、入力部２３は、来店した顧客に関する情報や、料理の注文等を入力する際に用いられる。 The input unit 23 is an input device such as various operation buttons and a touch panel provided on the display unit 22. In the present embodiment, the input unit 23 is used when inputting information regarding a customer who has visited the store, an order of food, and the like.
　記憶部２４は、例えば、物理デバイスの記憶領域が提供する論理デバイスである。物理デバイスは、例えば、ディスクドライブまたは半導体メモリ（ＲＯＭ、ＲＡＭなど）等のコンピュータ読み取り可能な記録媒体である。記憶部２４は、複数の物理デバイスを１つの論理デバイスにマッピングして構築してもよいし、１つの物理デバイスを複数の論理デバイスにマッピングして構築してもよい。 The storage unit 24 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 unit 24 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.
　記憶部２４は、オペレーティングシステムプログラム、ドライバプログラム、及び各種データ等を記憶する。ドライバプログラムとしては、例えば、通信インタフェース２１を制御するための通信インタフェースドライバプログラム等がある。また、記憶部２４は、これら各種プログラムや各種データのほか、プロセッサ２５が実行することにより、来店情報や注文情報を入力し、接客時においてこれらの情報を管理するための接客用プログラムＡＰ２を記憶している。 The storage unit 24 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 21 and the like. In addition to these various programs and various data, the storage unit 24 stores the customer service program AP2 for receiving visit information and order information by executing the processor 25 by the processor 25 and managing these information at the time of customer service. doing.
　プロセッサ２５は、算術演算、論理演算、ビット演算等を処理する算術論理演算ユニット（ＣＰＵなど）及び各種レジスタから構成され、記憶部２４に格納されている各種プログラムを実行することで接客用端末２０の各部を中枢的に制御する。各種レジスタは、例えば、プログラムカウンタ、データレジスタ、命令レジスタ、汎用レジスタ等である。 The processor 25 includes 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 the various programs stored in the storage unit 24 to be a customer service terminal 20. 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.
　プロセッサ２５が接客用プログラムＡＰ２を実行することにより実現される機能部には、表示部２２に各種画面を表示させる表示制御部２５１と、入力部に入力された来店情報を情報管理サーバ１０に送信し、来店情報データベースＤ２に登録させる登録部２５２とが含まれる。 The function control unit realized by the processor 25 executing the customer service program AP2 transmits to the information management server 10 the display control unit 251 that causes the display unit 22 to display various screens, and the visit information input to the input unit. , And a registration unit 252 for registering the information in the visit information database D2.
　レジ端末３０は、飲食を終えた顧客が会計を行う際に用いられる端末装置である。レジ端末３０は、接客用端末２０から情報管理サーバ１０に送信された注文情報を取得し、注文情報に基づいて合計金額を算出するレジ機能を有する。 The cashier terminal 30 is a terminal device used when a customer who has finished eating and drinking performs accounting. The cash register terminal 30 has a cash register function of acquiring order information transmitted from the customer service terminal 20 to the information management server 10 and calculating the total amount of money based on the order information.
（２）実施形態の動作
　図４は、本実施形態に係る端末装置である接客用端末２０を用いた顧客の来店処理を示すシーケンス図である。図５～図７は、接客用端末２０の表示部２２に表示される画面を例示する模式図である。 (2) Operation of Embodiment FIG. 4 is a sequence diagram showing a customer visit process using the customer service terminal 20 which is a terminal device according to this embodiment. 5 to 7 are schematic views illustrating screens displayed on the display unit 22 of the customer service terminal 20. FIG.
　飲食店の営業中、接客用端末２０は、図５に例示する接客画面Ａ１を表示部２２に表示する（ステップＳ１０）。接客画面は、テーブル選択領域ａ１と、操作選択領域ａ２と、料理の注文を受ける際に使用する注文画面表示ボタンａ３とを含む。テーブル選択領域ａ１には、飲食店に設置されたテーブルに対応する複数のアイコンが表示されている。 During the operation of the restaurant, the customer service terminal 20 displays a customer service screen A1 illustrated in FIG. 5 on the display unit 22 (step S10). The customer service screen includes a table selection area a1, an operation selection area a2, and an order screen display button a3 used when receiving an order for food. In the table selection area a1, a plurality of icons corresponding to the table installed in the restaurant are displayed.
　テーブル選択領域ａ１に表示された各アイコンには、テーブル番号及び当該テーブルに着席可能な客数が表示されている。例えば、アイコンａ４には、テーブル番号「０４」及び「４名席」のテキストが表示されている。また、来客で使用中のテーブルのアイコンは、例えば網掛けが付されるなどして未使用のテーブルと区別して表示される（例えば、テーブル番号「０１」「０６」「０７」「１１」「１４」参照）。来客で使用中のテーブルのアイコンには、実際に来客中の客数が表示される。また、来客で使用中のテーブルのうち、顧客の来店経験が入力済みのテーブルには、来店経験を表すマークが表示される。例えば、テーブル番号「０６」のアイコンには、常連であることを示すマークａ５が表示されている。テーブル番号「０７」のアイコンには、初来店客であることを示すマークａ６が表示されている。テーブル番号「１１」「１４」のアイコンには、リピーターであることを示すマークａ７が表示されている。なお、来店経験が未入力のテーブルには、これらのマークは表示されない（例えば、テーブル番号「０１」参照）。また、予約の入っているテーブルのアイコンには、次の予約の時刻が表示される（例えば、テーブル番号「０５」「０６」「１４」参照）。 In each icon displayed in the table selection area a1, a table number and the number of customers who can be seated in the table are displayed. For example, in the icon a4, the texts of the table number "04" and "four seats" are displayed. Also, the icon of the table being used by the visitor is displayed, for example, shaded to distinguish it from the unused table (for example, the table numbers “01” “06” “07” “11” “ 14)). The icon of the table being used by the visitor actually displays the number of guests in the visitor. Further, among the tables being used by the visitor, a table in which the customer's visit experience is already entered displays a mark indicating the visit experience. For example, in the icon of the table number "06", a mark a5 indicating that it is a regular is displayed. In the icon of the table number “07”, a mark a6 indicating that the customer is a first-time shop customer is displayed. In the icons of the table numbers "11" and "14", a mark a7 indicating that it is a repeater is displayed. In addition, these marks are not displayed on the table to which the store visit experience has not been input (for example, refer to table number “01”). Further, the time of the next reservation is displayed on the icon of the table containing the reservation (for example, see table numbers “05”, “06” and “14”).
　操作選択領域ａ２は、予約客の来店処理画面に遷移する際に使用される予約来店ボタンａ８と、テーブル操作画面に遷移する際に使用されるテーブル操作ボタンａ９と、来客中のテーブルにおける注文履歴を確認する際に使用される注文履歴ボタンａ１０とを含む。 The operation selection area a2 includes a reservation visit button a8 used when transitioning to a reservation processing screen of a reservation customer, a table operation button a9 used when transitioning to a table operation screen, and an order history in a table during a visitor And an order history button a10 to be used when confirming.
　接客用端末２０は、通信ネットワークＮを介して情報管理サーバ１０から予約情報や来店情報を取得し、これらの情報に基づいて、接客画面Ａ１のテーブル選択領域ａ１における各アイコンを表示する。 The customer service terminal 20 acquires reservation information and visit information from the information management server 10 via the communication network N, and displays each icon in the table selection area a1 of the customer service screen A1 based on the information.
　飲食店の店員であるユーザは（以下、店員という）は、来店した顧客に予約の有無や席の希望などを確認した上で、接客用端末２０においてテーブルを選択する操作を行う（ステップＳ１１）。詳細には、テーブル選択領域ａ１から、使用されていないテーブルに対応する１つのアイコンを選択し、テーブル選択ボタンａ９にタップ等の所定の操作を行う。これに応じて、接客用端末２０は、図６に例示する来客情報入力画面Ａ２を、テーブル選択領域ａ１に重ねて表示する（ステップＳ１２）。 A user who is a clerk of a restaurant (hereinafter referred to as clerk) performs an operation of selecting a table on the customer service terminal 20 after confirming presence or absence of a reservation for a visiting customer or the like (step S11) . In detail, one icon corresponding to a table which is not used is selected from the table selection area a1, and a predetermined operation such as tapping is performed on the table selection button a9. In response to this, the customer service terminal 20 displays the visitor information input screen A2 illustrated in FIG. 6 so as to overlap the table selection area a1 (step S12).
　図６に示すように、来客情報入力画面Ａ２は、テンキーａ２１と、来店ボタンａ２２と、注文ボタンａ２３と、テーブル情報表示領域ａ２４と、来店経験選択領域ａ２５とを含む。テーブル情報表示領域ａ２４には、テーブル選択領域ａ１において選択されているアイコン（例えばアイコンａ２６）に対応するテーブル情報（テーブル番号、テーブルの位置等）及び客数が表示される。来店経験選択領域ａ２５は、顧客の来店経験（有無及び来店頻度）を選択するための領域であり、本実施形態においては「初来店」「リピーター」「常連」の３種類のテキストアイコンが用意されている。 As shown in FIG. 6, the visitor information input screen A2 includes a ten-key pad a21, a visit button a22, an order button a23, a table information display area a24, and a visit experience selection area a25. In the table information display area a24, table information (table number, table position, etc.) and the number of customers corresponding to the icon (for example, icon a26) selected in the table selection area a1 are displayed. The visit experience selection area a 25 is an area for selecting the visit experience (presence or absence and visit frequency) of the customer, and in the present embodiment, three types of text icons “first visit,” “repeater,” and “regular” are prepared ing.
　店員は、来店情報入力画面Ａ２に対して来店情報を入力する（ステップＳ１３）。詳細には、テンキーａ２１を用いて客数を入力すると共に、来店経験選択領域ａ２５に表示されたテキストアイコンのうちから、顧客の来店経験を表すアイコンを選択する。このとき、店員は、自身の記憶で見覚えのない顧客については、「初めてのご来店ですか？」などと問いかけると良い。なお、顧客をテーブルに案内した時点で来店経験が不明であれば、来店経験は未入力（未選択）であっても良い。図６は、「初来店」が選択されている状態を示している。 The clerk inputs visit information to the visit information input screen A2 (step S13). Specifically, the number of customers is input using the ten-key pad a21, and an icon representing the customer's visit experience is selected from the text icons displayed in the visit experience selection area a25. At this time, the store clerk should ask, "If this is your first visit," for a customer who is not familiar with his or her memory. In addition, if the visit experience is unknown at the time of guiding the customer to the table, the visit experience may not be input (unselected). FIG. 6 shows a state in which "first visit" is selected.
　店員が、来店ボタンａ２２にタップ等の所定の操作を行うと（ステップＳ１４）、接客用端末２０は、入力された来店情報を情報管理サーバ１０に送信し、来店情報データベースＤ２に登録させる（ステップＳ１５）。このようにして、来店情報データベースＤ２に来店情報が蓄積される。 When the clerk performs a predetermined operation such as tapping on the visit button a22 (step S14), the customer service terminal 20 transmits the received visit information to the information management server 10 and registers it in the visit information database D2 (step S14) S15). Thus, the visit information is accumulated in the visit information database D2.
　その後、接客用端末２０は、再び接客画面Ａ１を表示する（ステップＳ１６）。この際、接客用端末２０は、情報管理サーバ１０から最新の予約情報及び来店情報を取得し、これらの情報に基づいて、接客画面Ａ１のテーブル選択領域ａ１における各アイコンを表示する。従って、来店情報の入力がなされたテーブルのアイコンには、入力された顧客の人数や来店経験が新たに表示される。また、情報管理システム１に複数の接客用端末２０が設けられている場合には、全ての接客用端末２０に表示される接客画面Ａ１に、新たな来店情報が反映される。 Thereafter, the customer service terminal 20 displays the customer service screen A1 again (step S16). At this time, the customer service terminal 20 acquires the latest reservation information and visit information from the information management server 10, and displays each icon in the table selection area a1 of the customer service screen A1 based on these information. Therefore, the number of customers who have been input and their visit experience are newly displayed on the icon of the table on which the visit information has been input. When a plurality of customer service terminals 20 are provided in the information management system 1, new visit information is reflected on the customer service screen A1 displayed on all the customer service terminals 20.
　この後、店員が注文ボタンａ２３を操作すると、接客用端末２０は、情報管理サーバ１０に格納された登録メニュー情報に基づいて、料理の注文画面を表示部２２に表示させる。この注文画面に対し、店員が所定の操作（例えば、料理名が表示されたアイコンの選択や数量の入力操作）を行うと、接客用端末２０は、操作に応じた注文情報を生成して情報管理サーバ１０に送信する。 Thereafter, when the store clerk operates the order button a 23, the customer service terminal 20 causes the display unit 22 to display a cooking order screen based on the registration menu information stored in the information management server 10. When the store clerk performs a predetermined operation (for example, selection of an icon displaying a dish name or an input operation of a quantity) on the order screen, the customer service terminal 20 generates order information according to the operation and the information It transmits to the management server 10.
　来客中の顧客の人数に変更が生じたり、顧客の来店経験が新たに判明したりした場合、店員は、これらの情報を随時入力又は変更することができる。例えば、当該飲食店の店長など、経験の長い店員であれば、顧客の来店経験を判別できることがある。来店情報の変更は、顧客の来店時に来店情報が入力された接客用端末２０以外の接客用端末２０から行うことも可能である。 When a change occurs in the number of customers in the visitor or the customer visit experience is newly found, the clerk can input or change the information as needed. For example, a store clerk with a long experience, such as a store manager of the restaurant, may be able to determine the customer's visit experience. It is also possible to change the visit information from the customer terminal 20 other than the customer terminal 20 to which the customer visit information was input when the customer visited the store.
　この場合、店員は、図５に示す接客画面Ａ１において、使用中のテーブルのうち顧客情報の変更が生じたテーブルを選択する操作を行う（ステップＳ１７）。詳細には、対象となるテーブルに対応するアイコンを選択し、テーブル操作ボタンａ９に対してタップ等の操作を行う。それに応じて、接客用端末２０は、図７に例示する来店情報追加入力画面Ａ３を表示部２２に表示する（ステップＳ１８）。この来店情報追加入力画面Ａ３においては、プラスマイナスボタンａ３１を操作することにより、顧客の人数を変更することができる。また、来客経験選択領域ａ２５を操作することにより、顧客の来店経験を新たに選択したり、変更したりすることができる。 In this case, the store clerk performs an operation of selecting a table in which the customer information has been changed among the tables in use on the customer service screen A1 shown in FIG. 5 (step S17). Specifically, the icon corresponding to the target table is selected, and an operation such as tapping is performed on the table operation button a9. In response to this, the customer service terminal 20 displays a shop visit information addition input screen A3 illustrated in FIG. 7 on the display unit 22 (step S18). In the visit information addition input screen A3, the number of customers can be changed by operating the plus / minus button a31. Further, by operating the visitor experience selection area a25, it is possible to newly select or change the customer's visit experience.
　店員は、必要に応じて来店情報の入力や変更を行い（ステップＳ１９）、確定ボタンａ３２に対してタップ等の操作を行う（ステップＳ２０）。それに応じて、接客用端末２０は、入力された来店情報を情報管理サーバ１０に送信し、来店情報データベースＤ２を更新させる（ステップＳ２１）。その後、接客用端末２０は、情報管理サーバ１０から取得した最新の予約情報及び来店情報に基づき、再び接客画面Ａ１を表示する（ステップＳ２２）。 The store clerk inputs and changes the visit information as necessary (step S19), and performs an operation such as tapping on the confirmation button a32 (step S20). In response to this, the customer service terminal 20 transmits the input visit information to the information management server 10, and updates the visit information database D2 (step S21). Thereafter, the customer service terminal 20 displays the customer service screen A1 again based on the latest reservation information and visit information acquired from the information management server 10 (step S22).
　このようにして来店情報データベースＤ２に蓄積された来店情報は、定期的に又は随時集計されて出力される。一例として、図８は、来店人数と来店経験との内訳を月ごとに集計した結果を示すグラフである。図８に示すように、来店数については全体として大きな変化はないが、常連が減っているという場合、当該飲食店においてサービスの質が低下している可能性がある、といった分析を行うことができる。 The visit information stored in the visit information database D2 in this manner is aggregated regularly or as needed and output. As an example, FIG. 8 is a graph showing the result of counting the breakdown of the number of visitors and the experience of visiting each month. As shown in FIG. 8, there is no significant change in the number of visits as a whole, but if regular customers are decreasing, it may be analyzed that the quality of service may be reduced at the restaurant. it can.
　この他、来店経験と顧客の他の属性（性別、年齢層など）とを組み合わせて情報を集計しても良い。この場合、他の属性を入力するためのアイコン等を接客画面に設けても良い。例えば、初来店客は女性が多いが、リピーターは男性が多い、或いは、初来店客の年齢層は２０～５０代と幅広いが、常連の年齢層は４０代に絞られている、といった分析により、ターゲット層の見直しなどの経営判断を行うこともできる。 In addition to this, information may be aggregated by combining the visit experience and other attributes of the customer (such as gender and age group). In this case, an icon or the like for inputting another attribute may be provided on the customer service screen. For example, there are many females for first-time shop customers, but many men for repeaters, or the age group of first-time shop customers is wide, such as in the 20s to 50s, but the regular age group is narrowed to 40s. It is also possible to make management decisions such as reviewing the target group.
　以上説明したように、本実施形態によれば、顧客の来店経験を表す情報を接客用端末２０に入力し、入力された情報を情報管理サーバ１０に蓄積するので、来店経験によって客層を分類して情報を収集することができる。従って、収集した情報を可視化し、サービスの見直しなど、各種マネジメントに役立てることが可能となる。また、入力された情報を情報管理サーバ１０で管理するので、入力された情報を各接客用端末２０で分散管理する方法と比較して、接客用端末２０のメモリリソースを削減することが可能になる。 As described above, according to the present embodiment, since information representing the customer's visit experience is input to the customer service terminal 20 and the input information is stored in the information management server 10, the customer class is classified according to the visit experience. Information can be collected. Therefore, it is possible to visualize the collected information and use it for various management such as review of service. Further, since the input information is managed by the information management server 10, it is possible to reduce the memory resources of the customer terminal 20 in comparison with the method of distributing and managing the input information by each customer terminal 20. Become.

Claims (5)

  1. 　飲食店に来店した顧客に関する情報である来店情報を管理する情報管理システムにおいて前記来店情報を入力するための端末装置であって、
    　前記情報管理システムは、当該端末装置と通信ネットワークを介して接続され、当該端末装置において入力された情報を、前記通信ネットワークを介して受信し、データベースに蓄積する情報管理サーバを備え、
    　前記来店情報は、前記飲食店への来店経験を表す情報を含み、
    　前記来店情報の入力画面であって、前記来店経験を表す情報の選択肢を表示する表示領域を含む入力画面を表示する表示部と、
    　前記来店情報の入力を受け付ける入力部と、
    　前記入力部によって受け付けられた前記来店情報を前記情報管理サーバに送信して前記データベースに登録させる登録部と、
    を備える端末装置。     A terminal device for inputting the visit information in an information management system that manages visit information, which is information on a customer visiting a restaurant,
    The information management system includes an information management server that is connected to the terminal device via a communication network, receives information input at the terminal device via the communication network, and stores the information in a database.
    The visit information includes information representing a visit experience to the restaurant,
    A display unit for displaying the input screen including the display area for displaying options of the information indicating the visit experience, which is an entry screen of the visit information;
    An input unit that receives an input of the visit information;
    A registration unit that transmits the visit information received by the input unit to the information management server and registers the information in the database;
    A terminal device comprising
  2. 　前記来店経験を表す情報は、前記飲食店への来店経験の有無又は来店頻度を表す情報を含む、請求項１に記載の端末装置。 The terminal device according to claim 1, wherein the information indicating the visit experience includes information indicating the presence or absence of visit experience to the restaurant or the visit frequency.
  3. 　飲食店に来店した顧客に関する情報である来店情報を管理する情報管理システムであって、
    　前記来店情報を入力するための端末装置と、
    　前記端末装置と通信ネットワークを介して接続され、前記端末装置において入力された情報を、前記通信ネットワークを介して受信し、データベースに蓄積する情報管理サーバと、
    を備え、
    　前記来店情報は、前記飲食店への来店経験を表す情報を含み、
    　前記端末装置は、
    　前記来店情報の入力画面であって、前記来店経験を表す情報の選択肢を表示する表示領域を含む入力画面を表示する表示部と、
    　前記来店情報の入力を受け付ける入力部と、
    　前記入力部によって受け付けられた前記来店情報を前記情報管理サーバに送信して前記データベースに登録させる登録部と、を有する、
    情報管理システム。     An information management system for managing visit information, which is information on a customer visiting a restaurant,
    A terminal device for inputting the visit information;
    An information management server that is connected to the terminal device via a communication network, receives information input from the terminal device via the communication network, and stores the information in a database;
    Equipped with
    The visit information includes information representing a visit experience to the restaurant,
    The terminal device is
    A display unit for displaying the input screen including the display area for displaying options of the information indicating the visit experience, which is an entry screen of the visit information;
    An input unit that receives an input of the visit information;
    And a registration unit that transmits the visit information received by the input unit to the information management server and registers the information in the database.
    Information management system.
  4. 　前記情報管理サーバは、前記来店経験を表す情報に基づいて前記来店情報を集計する集計部を有する、請求項３に記載の情報管理システム。 The information management system according to claim 3, wherein the information management server includes an aggregation unit that aggregates the visit information based on information indicating the visit experience.
  5. 　飲食店に来店した顧客に関する情報である来店情報を管理する情報管理システムにおいて、前記来店情報を入力するための端末装置に実行させるプログラムであって、
    　前記情報管理システムは、前記端末装置と通信ネットワークを介して接続され、前記端末装置において入力された情報を、前記通信ネットワークを介して受信し、データベースに蓄積する情報管理サーバを備え、
    　前記端末装置は、表示部と、入力部と、制御部と、を有し、
    　前記来店情報は、前記飲食店への来店経験を表す情報を含み、
    　前記来店情報の入力画面であって、前記来店経験を表す情報の選択肢を表示する表示領域を含む入力画面を前記表示部に表示させるステップと、
    　前記入力部に前記来店情報が入力された場合に、前記来店情報を前記情報管理サーバに送信して登録させるステップと、
    を実行させるプログラム。     A program to be executed by a terminal device for inputting the visit information, in an information management system that manages visit information, which is information on a customer visiting a restaurant,
    The information management system includes an information management server that is connected to the terminal device via a communication network, receives information input at the terminal device via the communication network, and stores the information in a database.
    The terminal device includes a display unit, an input unit, and a control unit.
    The visit information includes information representing a visit experience to the restaurant,
    Displaying on the display unit an input screen including the display area for displaying options of information representing the visit experience, which is an entry screen of the visit information;
    Sending the visit information to the information management server for registration when the visit information is input to the input unit;
    A program that runs
PCT/JP2018/041431 2017-11-09 2018-11-08 Terminal device, information management system, and program WO2019093405A1 (en)

Priority Applications (1)

Application Number Priority Date Filing Date Title
CN201880072205.7A CN111316314A (en) 2017-11-09 2018-11-08 Terminal device, information management system, and program

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
JP2017-216597 2017-11-09
JP2017216597A JP6484689B1 (en) 2017-11-09 2017-11-09 Terminal device, information management system, and program

Publications (1)

Publication Number Publication Date
WO2019093405A1 true WO2019093405A1 (en) 2019-05-16

Family

ID=65718256

Family Applications (1)

Application Number Title Priority Date Filing Date
PCT/JP2018/041431 WO2019093405A1 (en) 2017-11-09 2018-11-08 Terminal device, information management system, and program

Country Status (3)

Country Link
JP (1) JP6484689B1 (en)
CN (1) CN111316314A (en)
WO (1) WO2019093405A1 (en)

Citations (2)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
JP2015225430A (en) * 2014-05-27 2015-12-14 有限会社ハタ・ヒューマン・システム Use information display device and method
JP2017072903A (en) * 2015-10-05 2017-04-13 日本ゲーミングオペレーション株式会社 Customer service information managing system

Family Cites Families (5)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
JPH10289264A (en) * 1997-04-15 1998-10-27 Tec Corp Order data processor
CN201821347U (en) * 2010-06-01 2011-05-04 天津通广集团振通电子有限公司 Ordering system based on wireless networking mode
CN103593811A (en) * 2013-09-17 2014-02-19 乐山创与信息技术有限公司 System and method for turning handheld mobile terminal into self-service ordering terminal
CN104133901A (en) * 2014-08-04 2014-11-05 上海巨浪信息科技有限公司 Mobile catering dish ordering and intelligent recommending system
CN104252689A (en) * 2014-09-26 2014-12-31 徐东 Cell phone ordering system

Patent Citations (2)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
JP2015225430A (en) * 2014-05-27 2015-12-14 有限会社ハタ・ヒューマン・システム Use information display device and method
JP2017072903A (en) * 2015-10-05 2017-04-13 日本ゲーミングオペレーション株式会社 Customer service information managing system

Also Published As

Publication number Publication date
JP2019087149A (en) 2019-06-06
CN111316314A (en) 2020-06-19
JP6484689B1 (en) 2019-03-13

Similar Documents

Publication Publication Date Title
JP5422775B1 (en) Order reception management device, order input terminal device and program thereof
EP3343492A1 (en) Order management server, ordering system, and recording medium
JP6286076B1 (en) Information management apparatus and program
US20200097919A1 (en) Server supported mobile application for scheduling or conducting transactions
US20150108213A1 (en) Shopping support device and shopping support method
JP6158865B2 (en) Customer information providing system, control method therefor, and computer program
JP2008503809A (en) Automatic collection system for customer satisfaction information
JP2019117439A (en) Information management device, information management method and program
US20180068247A1 (en) Schedule displaying method, schedule displaying apparatus, and computer-readable recording medium
EP3432241A1 (en) Advertisement providing system and program
JP6532553B1 (en) Order management system, program, order management method and order receiving terminal
JP2012058785A (en) Information sharing system and information management device
WO2015058233A1 (en) Travel product selection and booking method, device and system
WO2019093405A1 (en) Terminal device, information management system, and program
US20170235438A1 (en) Interactive social media and business platform and methods thereof
JP6548758B1 (en) Business management support system, business management support method, and business management support program
US20170098206A1 (en) Transactional user interface
JP6087459B1 (en) Sales analysis apparatus, sales analysis method, and sales analysis program
JP2020149442A (en) Order management system
JP6101372B1 (en) Order management system, order management terminal, and order management program
JP2014134887A (en) Purchase history presentation system, purchase history presentation method, communication terminal, server device and program
KR101436448B1 (en) Mobile orderign method
JP2020149441A (en) Order controller and program
JP2020177325A (en) Facility management system, facility management method, and facility management program
US20230252535A1 (en) Presentation and control of user interaction with a multi-tab user interface element

Legal Events

Date Code Title Description
121 Ep: the epo has been informed by wipo that ep was designated in this application

Ref document number: 18877093

Country of ref document: EP

Kind code of ref document: A1

NENP Non-entry into the national phase

Ref country code: DE

122 Ep: pct application non-entry in european phase

Ref document number: 18877093

Country of ref document: EP

Kind code of ref document: A1