WO2020090873A1 - Order management system and program - Google Patents

Abstract

An order management system (1000) for managing order-waiting at a plurality of facilities is provided with: an area information storage unit (110) which holds information about areas determined in accordance with the location of each facility; an order-waiting list storage unit (110) which holds information about an order-waiting situation at each facility; an event information storage unit (110) which holds information about events at each area that affect turnout; and an expected wait-time calculation unit (120) which, on the basis of the information about the order-waiting situation of each facility included in an area and the information about an event in the area, calculates an expected wait-time per group.

Description

Turn management system and program Cross-reference of related applications

This application is based on Japanese application No. 2018-205072 filed on October 31, 2018, the content of which is incorporated herein by reference.

The present invention relates to a turn management system and a program.

2. Description of the Related Art Conventionally, in restaurants, stores, hospitals, banks, public offices, etc., various order management systems have been adopted to manage the waiting of customers waiting for their services.
For example, Patent Document 1 describes a reservation management system that simultaneously provides a reservation management service to a plurality of facilities that can wait in line, and a user is congested from the Web, a telephone, or a store terminal. It states that you can check the situation and apply for waiting reservations. It also states that when the order of guidance is approaching, notification will be given by phone or email.

Japanese Patent Laid-Open No. 2005-50002

When you register a waiting list, information about the expected waiting time is presented along with the reception number. In this case, the expected waiting time per group was set based on the experience of the owner of each facility. There are many factors that affect the waiting time, and for example, the number of people in the area where the facility is located and the congestion of other facilities nearby are also major factors. However, it was difficult for an inexperienced person to set an appropriate waiting time in consideration of these factors.

The present invention has been made in view of the above-described circumstances, and makes it possible to automatically set an appropriate waiting time in consideration of the congestion situation of surrounding facilities and factors affecting the congestion situation. That is one of the purposes.

A turn management system according to an embodiment of the present invention is a turn management system that manages waiting in a plurality of facilities,
An area information storage unit that holds information on areas determined according to the location of each facility,
In each facility, a waiting list storage unit that holds information on the waiting status,
In each area, an event information storage unit that holds information on events that affect crowding,
It is provided with an expected waiting time calculation unit for calculating an expected waiting time per set based on information on the waiting status of each facility included in the area and information on the event in the area.

The information on the event may include information on the expected number of visitors at the event.

The information on the waiting status of each facility may include information on the number of waiting groups of each facility.

Also, each area may correspond to an area of a certain area set on the map, and the area including the position of each facility on the map may be set as the area of the facility.

According to the present invention, it is possible to automatically set an appropriate waiting time in consideration of the congestion situation of the surrounding facilities and factors affecting the congestion situation.

The figure which shows the schematic structure of the order management system 1000 which concerns on embodiment of this invention. The figure explaining the determination method of the area of the facility which concerns on embodiment of this invention. The block diagram which shows the main structures of the order management terminal 200 which concerns on embodiment of this invention. FIG. 8 is a sequence diagram of waiting order reception registration processing in the order management system 1000 according to the embodiment of the present invention. 9 is a flowchart of a process of calculating an expected waiting time per set by the order management system 1000 according to the embodiment of the present invention.

Hereinafter, embodiments of the present invention will be described in detail with reference to the drawings. The same elements will be denoted by the same reference symbols, without redundant description.

In the present embodiment, an example of queue management in the restaurant A will be described, but in addition, any facility that manages the queue of facility users, such as a shopping mall, food court, department store, amusement facility, hospital, bank, or government office. Applicable to

FIG. 1 is a diagram showing a schematic configuration of an order management system 1000 according to this embodiment. As shown in FIG. 1, the turn management system 1000 includes a turn management server 100 installed in a management center or the like, a turn management terminal 200 installed near the entrance of a facility, and a user terminal 300. The turn management server 100 is connected to the turn management terminal 200 and the user terminal 300 via the communication network N.

The user of the facility (Restaurant A here) operates the turn management terminal 200 or the user terminal 300 to register the waiting for the facility, check the waiting time, and call when the turn comes. You can receive it. In addition, the employee of the facility operates the turn management terminal 200 to register the waiting on behalf of the user or update the status of the waiting group registered in the waiting list.

The turn management server 100 manages the waiting order registered via the turn management terminal 200 or the user terminal 300 for each facility. In the example of FIG. 1, only the order management terminal 200 of one facility is shown, but the order management server 100 is actually connected to the order management terminals 200 installed in a plurality of facilities by the communication network N. , Managing the waiting line 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 on the computer. The order management server 100 does not necessarily have to have one computer, and may have a plurality of computers distributed on the communication network N.

The order management server 100 includes a management database 110 for managing the order management terminal 200 for each facility, and a processor (expected waiting time calculation unit) 120. The management database 110 includes a client management table (area information storage unit) TA1, a status management table (waiting list storage unit) TA2, and an event information management table (event information storage unit) TA3.

In the client management table TA1, a unique ID and passcode (account) assigned to the order management terminal 200 are registered for each facility. In one record of the client management table TA1, for example, “ID: A1 ...”, “Passcode: AA2 ...”, an area “AR101”, etc. are set as a record of “Restaurant A”. These pieces of information are set by, for example, an administrator (for example, the owner of the facility) who manages waiting in each facility when the system is introduced. When using a plurality of order management terminals 200 in one facility, the same ID and passcode may be used, but, for example, a plurality of IDs and passwords may be selectively used according to predetermined conditions. ..

The area is decided according to the location of the facility. FIG. 2 is a diagram illustrating an area determination method. As shown in the figure, areas (AR101 to AR109 in the example of FIG. 2) are set on the map, and an area including each facility on the map is set as the area of the facility. Each area can be, for example, a 2 km square area.

A waiting list for each facility is registered in the status management table TA2. This waiting list includes a list of persons waiting in turn (waiting group) and information (status information) showing the waiting status of each waiting group. One record of the waiting list includes information such as the reception number "1", the reception time "13:03", and the status "calling". In addition, information such as the number of users, name, contact email address, and telephone number can be included.

The status is "waiting", which is the state before the turn arrives, "calling" which is the state that the turn has come, and "guidance" where the person who has come the turn is actually guided to the venue “Done”, and “Cancelled”, which is a state in which waiting has been canceled, are included. The administrator of each facility can appropriately set and change what item is set as the status.

Note that the information included in the waiting list can be set and changed as appropriate by the administrator of each facility. The contents of the waiting list are updated based on new registration information to the waiting list transmitted from the order management terminal 200 or the user terminal 300, or status update information (details will be described later).

The event information management table TA3 is registered with information on events to be performed in each area. The event is an event expected to attract many people on the day, such as concerts and festivals held indoors and outdoors, and sports games. In the event information management table TA3, information such as event name, implementation date, time, and expected number of visitors is registered for each area.

The processor 120 is composed of an arithmetic logic operation unit (CPU etc.) for processing arithmetic operations, logical operations, bit operations and the like and various registers, and executes various programs stored in a storage means such as a ROM to manage the order. Centrally controls each part of the server 100. Further, the processor 120 also executes a computer program (order management application) for managing the waiting in cooperation with the order management terminal 200.

The communication network N includes a communication network capable of exchanging information with each other, such as between the order management server 100 and the order management terminal 200. The communication network N is, for example, the Internet, a LAN, a dedicated line, a telephone line, a corporate network, a mobile communication network, Bluetooth (registered trademark), WiFi (Wireless Fidelity), any other communication line, or a combination thereof. It can be either wired or wireless.

The order management terminal 200 is a tablet terminal, a personal computer (PC), a notebook PC, a smartphone, a mobile phone, a personal digital assistant (PDA), or any other device capable of exchanging data with the order management server 100 via the communication network N. A terminal device can be used. A plurality of the order management terminals 200 can be used in one facility.

FIG. 3 is a block diagram showing the main configuration of the order management terminal 200. The turn 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 turn management terminal 200 accepts an input such as registration or update to a waiting list by a user who has come to the facility or an employee of the facility operating an input device 215 such as a touch panel.

The processor 210 is composed of an arithmetic logic operation unit (CPU etc.) for processing arithmetic operations, logical operations, bit operations and the like and various registers, and executes various programs stored in the storage resource 230 to execute the order management terminal 200. 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 is equipped with various operation buttons and a touch panel 215a for accepting inputs such as reception to the waiting list and deletion from the waiting list.

The display device 216 is a device for displaying a waiting list, a reception screen, and a status management screen, and is composed 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 a modulation / 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. The driver program includes, for example, a communication interface driver program for controlling the communication interface 220. In addition to these various programs and various data, the storage resource 230 stores a computer program (order management application) AP1 for managing the order waiting in cooperation with the order management server 100 when executed by the processor 210. Has been done.

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

(Waiting reception registration)
Next, the queued reception registration processing by the turn management system 1000 will be described with reference to the sequence diagram of FIG. The user who performs reception registration may actually go to the facility and operate the order management terminal 200, or may perform reception registration through the user terminal 300 possessed by the user. When the user terminal 300 is used, the user can perform reception registration even at home or on the go. Specifically, the registration screen can be registered by displaying the reception screen of the facility to be used on the dedicated application or website. Here, a case where the user terminal 300 is used will be described as an example.

First, the user operates the user terminal 300 to access the website of the turn management system 1000, and selects the facility (here, restaurant A) to use (step S101).

When the facility to be used is selected, the user terminal 300 displays a mail address input screen on the display device 330 and accepts the input of the mail address (step S102).

When the input of the email address is completed, the user terminal 300 transmits the identification information of the selected facility (the facility name or the facility ID, etc.) and the input email address to the order management server 100 (step S103).

The order management server 100 transmits the URL for displaying the reception screen of the received facility to the received mail address (step S104).

The user operates the user terminal 300 to access the received URL and display the reception screen of the restaurant A (step S105). Information such as the current waiting time of the restaurant A is displayed on the reception screen. The user operates the user terminal 300 to complete the input of information (number of users, presence / absence of call notification (telephone or e-mail), contact information at the time of call, etc.) required for waiting reception.

When the input of the information required for waiting for the turn is completed, the input information (new registration information) is transmitted from the user terminal 300 to the turn management server 100 (step S106).

Based on the received new registration information, the turn management server 100 performs a process of newly adding one set of waiting to the waiting list of the facility (restaurant A) (step S107).

A reception completion screen is displayed on the display device 330 of the user terminal 300, and the reception number, the expected waiting time at the present time, and the like are displayed (step S108). The expected waiting time can be obtained by multiplying the preset waiting time per set by the current number of waiting sets. The method of calculating the expected waiting time per set will be described later.

When the user performs the reception registration from the turn management terminal 200, a message prompting the user to receive a turn ticket is displayed on the reception completion screen together with the reception number and the expected waiting time, and the user is notified by the turn management terminal 200. A printed ticket can be received from a printer connected to the. A two-dimensional code associated with the receipt number is printed on the turn ticket, and when the user reads the two-dimensional code using the user terminal 300, the user terminal 300 displays the current order of the user. The waiting status (the number of groups currently waiting, expected waiting time, etc.) is displayed.

(Update the waiting list)
The content of each record of the waiting list of each facility is the value when an employee of the facility operates the order management terminal 200 to update the status, or when the order management server 100 automatically executes the status change processing. Will be updated. The status update processing includes “cancel”, “change”, “call”, and “guidance”. “Cancel” means canceling the waiting order, and “change” means changing the contents of the waiting order once input. In addition, "call" means that the group in turn has been called orally, or has been notified by telephone or calling mail, and "guidance" actually corresponds to the group in turn. Means that it has started.

When the employee operates the turn management terminal 200 to update the status, he or she selects the update waiting group from the order waiting list displayed on the turn management terminal 200 and selects the selected waiting group. On the other hand, one of the update processes is performed. Information (for example, reception number “1”) for specifying the waiting group to be updated and information for update processing (for example, “guidance”) are uploaded from the order management terminal 200 to the order management server 100 via the communication network N. .. The turn management server 100 updates the waiting list of the facility based on the received information. For example, when the "guidance" operation is performed on the reception number "1", the status of the waiting group of the reception number "1" is updated to "guided".

(Calculation process of expected waiting time)
Next, the process of calculating the expected waiting time per set by the order management system 1000 will be described with reference to the flowchart of FIG. The expected waiting time is displayed when the reception completion screen of the user terminal 300 or the order management terminal 200, or when the user reads the two-dimensional code on the user terminal 300.

The turn management server 100 refers to the client management table TA1 and acquires the area (here, “AR101”) of the target facility (here, restaurant A) for which the expected waiting time is calculated (step S201).

Next, the order management server 100 extracts other facilities belonging to the same area as the target facility (step S202). Further, the order management server 100 acquires the number of waiting groups (the information on the waiting status) of the extracted other facilities (step S203). Information on the current expected waiting time may be acquired instead of the number of waiting groups.

Next, the order management server 100 refers to the event information management table TA3, and acquires information on the event to be performed on the current day in the area (step S204). Specifically, information such as the expected number of visitors for each event held in the area is acquired.

Next, the turn management server 100 determines whether or not each facility in the area waits for each group based on the information on the turnaround status of other facilities and the information on the congestion status (expected number of visitors) occurring at an event performed in the area. The expected waiting time is calculated (step S205).

Specifically, for example, when the average number of waiting groups of other facilities in the area is a certain number or more (for example, 10 or more), the waiting time per group is increased by a predetermined ratio (for example, 10%). You may do it. That is, when the usual waiting time per set is 10 minutes, the waiting time is changed to 11 minutes. In addition, when the expected number of visitors of the event held in the area is a certain number or more (for example, 10,000 or more), the waiting time per group may be increased by a predetermined ratio (for example, 30%). .. If both conditions are satisfied, the total length may be increased by 40%.

The turn management server 100 uses the calculated expected waiting time per set to show the expected waiting time to be presented to the user who has registered for reception, or the user who reads the two-dimensional code of the order ticket and makes an inquiry. The expected waiting time to be presented is calculated (step S206). Specifically, it can be calculated by multiplying the expected waiting time per set by the current number of waiting sets.

The order management server 100 may periodically (for example, every hour) acquire the congestion status of other facilities or event information, calculate the expected waiting time per set, and update the expected waiting time.

As described above, according to the present embodiment, the area is set according to the location of each facility, based on the waiting situation of other facilities in the same area and the information about the event to be performed in the area, Since the expected waiting time per set is calculated, it is possible to automatically set an appropriate waiting time in consideration of the congestion situation of the surrounding facilities and the events that affect the congestion situation.

Also, by using the information about the expected number of visitors at the event as the information about the event, it is possible to concretely predict the congestion situation in the area and appropriately calculate the waiting time per group.

Also, as the waiting status of other facilities, the waiting time per group is calculated based on the number of waiting groups at each facility. As a result, regardless of the presence or absence of events in the area, when other nearby facilities are crowded, the waiting time per group is expected in anticipation of the possibility that users will move from that facility. Can be adjusted.

Also, each area corresponds to an area of a certain area set on the map, and the area containing the position of each facility on the map is set as the area of that facility. As a result, it is possible to set an area where prediction is possible according to the actual user behavior pattern.

In the present embodiment, the waiting time is automatically changed by using the calculated waiting time per set, but whether or not to automatically change may be freely set by the facility side. .. When the automatic change is not performed, the employee of the facility may be allowed to confirm only the recommended waiting time on the order management terminal 200.

Further, in the present embodiment, the waiting time per set is calculated based on the information on the events performed in the same area as the target facility, but the information on the events in other areas adjacent to the area is also calculated. Similarly, it may be acquired and considered.

Note that the present invention is not limited to the above-described embodiments, and can be implemented in various other forms without departing from the gist of the present invention. Therefore, the above embodiments are merely examples in all respects, and should not be construed as limited. For example, the processing steps described above can be arbitrarily changed in order or executed in parallel as long as the processing contents do not conflict.

1000 ... Order management system 100 ... Order management server 110 ... Management database 120 ... Processor 200 ... Order management terminal 210 ... Processor 215 ... Input device 215a ... Touch panel 216 ... Display device 220 ... Communication interface 230 ... Storage resource 300 ... User terminal 310 ... Processor 320 ... Input device 330 ... Display device 340 ... Communication interface 350 ... Storage resource TA1 ... Client management table TA2 ... Status management table TA3 ... Event information management table N ... Communication network AP1 ... Order management application

Claims (6)

1. A turn management system for managing waiting in a plurality of facilities,
   An area information storage unit that holds information on areas determined according to the location of each facility,
   In each facility, a waiting list storage unit that holds information on the waiting status,
   In each area, an event information storage unit that holds information on events that affect crowding,
   An order management system comprising: information about a waiting status of another facility included in an area; and an expected waiting time calculation unit that calculates an expected waiting time per set based on information about the event in the area.
2. The order management system according to claim 1, wherein the information on the event includes information on the expected number of visitors at the event.
3. The order management system according to claim 1 or 2, wherein the information on the waiting status of the other facility includes information on the number of waiting groups of the other facility.
4. 4. Each of the areas corresponds to a region having a certain area set on the map, and the area including the position of each facility on the map is set as the area of the facility. The order management system according to item 1.
5. The expected waiting time calculation unit,
   When the number of waiting groups of other facilities included in the area is equal to or larger than the first threshold value, the expected waiting time per group is increased by a first rate, and the expected number of people attending the event in the area is increased. The order management system according to any one of claims 1 to 4, wherein the expected waiting time per set is increased by a second rate when the second threshold is exceeded.
6. A computer that manages waiting in multiple facilities,
   An area information storage unit that holds information on areas determined according to the location of each facility,
   In each facility, a waiting list storage unit that holds information on the waiting status,
   In each area, an event information storage unit that holds information on events that affect crowding,
   A program that functions as an expected waiting time calculation unit that calculates an expected waiting time per set based on information about the waiting status of other facilities included in the area and information about the event in the area.

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