WO2019131535A1 - Système de traitement d'informations, dispositif de gestion de tour et programme - Google Patents

Système de traitement d'informations, dispositif de gestion de tour et programme Download PDF

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Publication number
WO2019131535A1
WO2019131535A1 PCT/JP2018/047324 JP2018047324W WO2019131535A1 WO 2019131535 A1 WO2019131535 A1 WO 2019131535A1 JP 2018047324 W JP2018047324 W JP 2018047324W WO 2019131535 A1 WO2019131535 A1 WO 2019131535A1
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WO
WIPO (PCT)
Prior art keywords
information
service
waiting
management server
person
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Application number
PCT/JP2018/047324
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English (en)
Japanese (ja)
Inventor
丈弘 渡瀬
哲功 新谷
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株式会社リクルート
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Publication of WO2019131535A1 publication Critical patent/WO2019131535A1/fr

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    • 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
    • G06Q10/00—Administration; Management
    • 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
    • G06Q40/00—Finance; Insurance; Tax strategies; Processing of corporate or income taxes
    • 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
    • G06Q50/16—Real estate
    • G—PHYSICS
    • G07—CHECKING-DEVICES
    • G07C—TIME OR ATTENDANCE REGISTERS; REGISTERING OR INDICATING THE WORKING OF MACHINES; GENERATING RANDOM NUMBERS; VOTING OR LOTTERY APPARATUS; ARRANGEMENTS, SYSTEMS OR APPARATUS FOR CHECKING NOT PROVIDED FOR ELSEWHERE
    • G07C1/00—Registering, indicating or recording the time of events or elapsed time, e.g. time-recorders for work people

Definitions

  • the present invention relates to an information processing system, an order management device, and a program.
  • 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.
  • attendance management systems have been introduced in many facilities.
  • the attendance management system performs salary calculation and the like of the employee based on the planned working hours declared in advance and the attendance and leaving times registered by the time card.
  • the order management system and the time management system do not cooperate, and data of the order management system is not used in the time management system. Since the general attendance management system calculates working hours based on advance declarations and attendance times stamped on time cards, accurate working hours based on actual attendance times are not necessarily calculated. The In addition, it was not possible to calculate pay based on the actual work content.
  • the present invention has been made in view of the circumstances described above, and it is an object of the present invention to enable accurate management of working hours based on actual results by linking the order management system and the attendance management system. .
  • An information processing system includes: an order management server that manages an order waiting in a facility; An attendance management server that manages the working hours of employees in the facility;
  • the order management server is Information about the waiting time from the registration of the waiting for the reception of the service to the reception of the service in the facility to the reception of the service in the facility, and the information on the response time from the start to the end of the provision of the service
  • An order management information storage unit that holds information specifying a person in charge who has provided the service
  • a labor information providing unit which provides the attendance management server with information on the response time and information specifying the person in charge for each queue.
  • the attendance management server is A working time counting unit that counts the response time for each person in charge based on the information on the response time and information specifying the person in charge for each queue group; And a payroll calculation unit that calculates the payroll of each person in charge based on the collected response times.
  • the order management information storage unit holds information on the type of service, and the labor information providing unit provides the attendance management server with information on the type of service for each queue.
  • the working time tabulation unit tabulates the response time for each service type for each person in charge, and the payroll calculation unit calculates the salary of each person in charge based on the response time for each service type. It is also good.
  • the order management information storage unit holds information on the result of the provision of the service
  • the labor information providing unit causes the attendance management server to provide information on the result of the provision of the service on each waiting group.
  • the payroll calculation unit may calculate the commissioning fee of each person in charge based on information on the result of the service provision for each queue.
  • the order management system by linking the order management system and the attendance management system, it is possible to perform accurate management of working hours based on the results.
  • FIG. 1 shows a schematic configuration of an information processing 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.
  • 6 is a flowchart of an acceptance registration process of waiting for a turn in the information processing system 1000 according to the embodiment of the present invention.
  • waiting management at a store A of a real estate company will be described, but in addition to repair specialists, travel agencies, banks, mobile phone stores, automobile dealers, department stores, government offices, etc. It can be applied to any facility that performs waiting management such as window response.
  • FIG. 1 is a diagram showing a schematic configuration of an information processing system 1000 according to the present embodiment.
  • the information processing system 1000 includes an order management server (order management apparatus) 100, an attendance management server 300, and an order management terminal 200.
  • the order management server 100 and the attendance management server 300 are installed in a management center or the like.
  • the order management terminal 200 is installed at a facility.
  • the order management terminal 200 may be plural.
  • the order management server 100 is connected to the order management terminal 200 and the attendance management server 300 via the communication network N.
  • the order management server 100 manages, for each facility, the order waiting registered through the order management terminal 200. Although only the order management terminal 200 of one facility (store A of a real estate company) is illustrated in the example of FIG. 1, the order management server 100 is actually an order management terminal 200 installed in a plurality of facilities. And the communication network N, and manages the waiting of 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 (order management information storage unit) 110 for managing the order management terminal 200 for each facility, and a processor (work information providing unit) 120.
  • the management database 110 includes a client management table TA1, a status management table TA2, and a results management table TA3.
  • the client management table TA1 a unique ID and a pass code (facility account) assigned to each facility are registered.
  • ID: A1 ", "pass code: AA2 ", etc. are set as records of "shop A of real estate company”.
  • the waiting list includes a list of persons (waiting groups) waiting for the turn and information (status information) indicating the waiting status of each waiting group.
  • information such as reception number "1", reception time "13:03", business (waiting item) "rent a rental property", status "calling” etc. include.
  • information such as a name, a contact e-mail address, and a telephone number can be included.
  • the business case is for the purpose of visiting the user, and the user operates and selects the order management terminal 200 at the time of reception registration.
  • the requirements can be set appropriately for each facility. For example, in the store A of the real estate company, “buy an apartment”, “buy a single family house”, “buy a land”, and “rent a rental property” are set.
  • 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).
  • the results management table TA3 contains information on waiting time (time from the reception time to the time when the status changes to "supporting") and information on the response time (status is "supporting") for each waiting group
  • 1 record, reception number "1", waiting time "15 minutes”, response time "40 minutes”, person in charge number "03”, correspondence contents "rent a rental property”, remarks information "completion existence”, etc. 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.
  • 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.
  • 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 execute order management terminal 200.
  • 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 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.
  • 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 attendance management server 300 is a server that manages attendance data in each facility and performs salary calculation of employees.
  • the attendance management server 300 is configured by a general-purpose computer, and realizes a server function by operating a predetermined server program in the computer.
  • the attendance management server 300 includes a processor (working time counting unit, salary calculation unit) 310, a communication interface 320, and a storage resource 330.
  • a user who visits a facility operates the turn control terminal 200 installed in a storefront or the like, or a portable terminal owned by the user, and remotely from home or away from home
  • the reception registration is performed by the own mobile terminal
  • the facility (store A of the real estate company) to be used is selected through the dedicated application or the website, and the reception screen for the facility is displayed.
  • the same procedure as in the case of registration using the order management terminal 200 can be performed.
  • a case where registration is performed using the order management terminal 200 will be described as an example.
  • 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).
  • the order management terminal 200 causes the display device 216 to display an acceptance screen for accepting waiting for the order (step S32).
  • the reception screen displays, for example, a list in which information of the waiting list (reception number of the person who is 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.
  • the user performs a predetermined operation input on the displayed reception screen, and information necessary for reception of the queue (wait item, presence or absence of call (telephone or mail) desired, telephone number of contact point at call or
  • the order management terminal 200 displays a reception completion screen (step S34).
  • a reception completion screen On the reception completion screen, a reception number (waiting number), a waiting time at the present time, and the like are displayed.
  • 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 display device of the mobile terminal By reading the two-dimensional code printed on the order ticket using the mobile terminal of the user, the display device of the mobile terminal, the user's current waiting status (the number of waiting groups in the current situation and the expected waiting time Etc) is displayed.
  • 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).
  • 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 employee selects an update target queue from the queue list displayed on the queue management terminal 200, and performs any update operation on the selected queue.
  • 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”.
  • the status corresponds to “Response time” of the record of the corresponding waiting group in the results management table TA3.
  • the time from when the status changes to "medium” to when the status changes to "response complete” is registered.
  • “remarks information” is registered via the order management terminal 200 by the person in charge or the like. Specifically, information such as “Contracted” is registered when the contract is made, and “Contracted no” when the product is not contracted.
  • the order management server 100 periodically (eg, every day, one week, etc.) transmits information of the result management table TA3 to the attendance management server 300 (step S41). Specifically, the "corresponding time”, “person in charge number”, “corresponding content” (type of service), and “remarks information” of each waiting group are transmitted.
  • the attendance management server 300 tabulates “corresponding time” for each “person-in-charge number” (step S42).
  • the attendance management server 300 calculates the salary of each person in charge based on the response time collected for each person in charge (step S43). In addition, information on working hours calculated from planned working hours that have been declared in advance and attendance times stamped on time cards is corrected based on the calculated response time, and payroll calculation is based on the corrected working hours You may
  • the attendance management server 300 adds up the response time for each person in charge for each “response content”, and based on the response time for each “response content” The calculation may be performed.
  • the attendance management server 300 refers to the “remarks information” and calculates a commission on the basis of the presence / absence of a contract (information of the result) (step S44). Specifically, for each person in charge, for example, a commission is added according to the number of records with a contract.
  • the order management server 100 provides the attendance management server 300 with the information on “response time” and “person-in-charge number” of each waiting group, and the attendance management server 300 Payroll was calculated based on the working hours obtained by aggregating the response times for each person in charge.
  • accurate attendance management can be performed based on the accurate working time based on the result of the correspondence time.
  • the attendance management server 300 by providing the attendance management server 300 with information on the presence or absence of the closing of each waiting group, it is possible to calculate the commission based on the closing rate for each person in charge.
  • 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.

Abstract

La présente invention comprend un serveur de gestion de tour (100) pour gérer la mise en attente dans une installation, et un serveur de gestion de présence (300) pour gérer le temps de travail d'employés dans l'installation. Le serveur de gestion de tour (100) comprend : une unité de stockage d'informations de gestion de tour (110) pour stocker des informations concernant un temps d'attente, qui est le temps de l'enregistrement pour l'attente d'attente jusqu'à ce qu'un service soit reçu, pour un groupe attendant un tour recevant le service dans l'installation, des informations concernant un temps de traitement, qui est le temps allant du début jusqu'à la fin de la fourniture du service, et des informations identifiant une partie responsable qui a fourni le service ; et une unité de fourniture d'informations de travail (120) pour fournir les informations concernant le temps de traitement et les informations identifiant la partie responsable pour chaque groupe attendant un tour au serveur de gestion de présence (300). Le serveur de gestion de présence (300) comprend : une unité de calcul de temps de travail (310) destiné à calculer le temps de traitement pour chaque partie responsable, sur la base des informations concernant le temps de traitement et les informations identifiant la partie responsable pour chaque groupe attendant un tour ; et une unité de calcul de compensation (310) pour calculer la compensation pour chaque partie responsable sur la base du temps de traitement calculé.
PCT/JP2018/047324 2017-12-26 2018-12-21 Système de traitement d'informations, dispositif de gestion de tour et programme WO2019131535A1 (fr)

Applications Claiming Priority (2)

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JP2017-249599 2017-12-26
JP2017249599A JP2019114209A (ja) 2017-12-26 2017-12-26 情報処理システム、順番管理装置、およびプログラム

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WO2019131535A1 true WO2019131535A1 (fr) 2019-07-04

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JP7445517B2 (ja) 2020-05-27 2024-03-07 株式会社オービック 業務支援装置、業務支援方法、及び業務支援プログラム

Citations (4)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
JPH1196212A (ja) * 1997-09-18 1999-04-09 Fujitsu Ltd 歩合給管理システム及びそのシステムでの処理をコンピュータに行わせるためのプログラムを格納した記録媒体
JP2002269237A (ja) * 2001-03-12 2002-09-20 Id Systems:Kk 介護サービス送受信システム
JP2013149032A (ja) * 2012-01-18 2013-08-01 Seiryo Electric Corp 待順管理システム、管理装置、待順管理方法及び待順管理プログラム
JP2017174096A (ja) * 2016-03-23 2017-09-28 株式会社リクルートホールディングス 対応者を提案するシステム、方法、及びプログラム

Patent Citations (4)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
JPH1196212A (ja) * 1997-09-18 1999-04-09 Fujitsu Ltd 歩合給管理システム及びそのシステムでの処理をコンピュータに行わせるためのプログラムを格納した記録媒体
JP2002269237A (ja) * 2001-03-12 2002-09-20 Id Systems:Kk 介護サービス送受信システム
JP2013149032A (ja) * 2012-01-18 2013-08-01 Seiryo Electric Corp 待順管理システム、管理装置、待順管理方法及び待順管理プログラム
JP2017174096A (ja) * 2016-03-23 2017-09-28 株式会社リクルートホールディングス 対応者を提案するシステム、方法、及びプログラム

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