Order management system, order management method, and computer program

Abstract

To provide an order management system capable of reducing a loss of a customer who does not have a time to wait for his / her turn thereof and reducing stress of the customer waiting for his / her turn.SOLUTION: An order management system, which is connected to a user terminal 50 via a network N and manages an order in which the user receives service, includes: an advancement consideration determination unit 23 that determines an advancement consideration for advancing the order; a transmission control unit 21 that transmits advance payment information indicating the advance payment to the user terminal 50; a reception control unit 20 that receives, from the user terminal 50, advance request information in which the user pays an advance fee and requests to be moved up in the order; and a distribution amount determination unit 24 that determines, when the reception control unit 20 receives the advance request information, a distribution fee to be given to the user who has been waiting for his / her turn on the basis of the advance fee.SELECTED DRAWING: Figure 2

Description

[Technical Field]

[0001] The present invention relates to a queue management system, a queue management method, and a computer program for managing the order in which users receive services. [Background technology]

[0002] Traditionally, popular or thriving stores, or popular attractions in amusement facilities, have long queues of customers, and customers are admitted to the store in order of who is first in line. However, some people have time constraints and may not be able to achieve their goals in time even if they wait in line, so some people avoid waiting in line. As such, popular or thriving stores have the potential problem of missing out on customers who do not have time to wait in line, resulting in lower sales. To address this issue, some stores have introduced a system that allows customers to enter the store first by purchasing a priority ticket.

[0003] An example of this type of conventional technology is described in Patent Document 1. Patent Document 1 discloses an electronic queuing system that allows users to purchase a priority position in a queue. This reduces the chance of missing out on customers who do not have time to wait in line, and can improve store sales. [Prior art documents] [Patent documents]

[0004] [Patent Document 1] Special Publication No. 2004-534339 Summary of the Invention [Problem to be solved by the invention]

[0005] However, when a customer purchases a priority position in the queue to receive service and enters the store, or queues at the front of the queue, it is unpleasant for customers already waiting in line. In particular, customers who have been waiting in line for a long time may feel very stressed. For this reason, if priority is to be given to later customers, it is necessary to take into consideration the customers already in line.

[0006] The present invention has been made to solve the above-mentioned problems in the prior art, and aims to provide a queue management system, a queue management method, and a computer program that can reduce the number of customers who do not have time to wait their turn being missed and reduce the stress of customers waiting their turn. [Means for solving the problem]

[0007] The queue management system, queue management method, and computer program of the present invention have the following configuration.

[0008] The queue management system of the present invention is connected via a network to a user terminal operated by a user who receives a service at a facility, and manages the order in which the users receive the service, An advancement consideration determination unit (e.g., advancement consideration determination unit, step S4) that determines an advancement consideration for advancing the order; A transmission means (e.g., transmission control unit 21, step S37) for transmitting advance payment information indicating the advance payment to the user terminal; A receiving means (for example, a reception control unit 20, steps S21 and S22) for receiving advancement request information from the user terminal, the advancement request information indicating a request to pay the advancement fee and move up the order; The device is characterized by having a distribution consideration determination means (e.g., distribution consideration determination unit 24, steps S5, S42) that determines the distribution consideration to be granted to the user who has been waiting their turn when the receiving means receives the advance request information.

[0009] According to the present invention configured as described above, by paying an advance payment, a user (customer) can move up in the queue for receiving service, allowing even users with little time to wait to enter the facility relatively early. This allows potential users who would like to use the facility but have been unable to do so because of waiting times to do so to be able to use the facility, thereby reducing the number of users who do not have time to wait who are left out. Furthermore, if a user pays an advance payment, users already waiting in line may feel stressed because their wait time increases. However, if a user pays an advance payment, a shared payment (e.g., points) is awarded to the waiting users, thereby reducing the stress of the waiting users and encouraging them to continue waiting in line.

[0010] In addition, the queue management system of the present invention is characterized in that in the queue management system, the advancement consideration determination means varies the value of the advancement consideration depending on the number of times the advancement request information is received or the passage of time (e.g., steps S32, S35).

[0011] According to the present invention configured in this way, as the number of users who pay the advance payment increases, the advance payment becomes higher, making it possible to reduce the number of users who pay the advance payment. This reduces the occurrence of an incident in which users who are already waiting in line and near the front of the queue are unable to enter the store due to an increase in the number of users who pay the advance payment. Furthermore, if a long period of time passes without a user who pays the advance payment showing up, the advance payment becomes lower. This can stimulate an incentive to actively pay the advance payment.

[0012] Further, the queue management system of the present invention is the queue management system, The advance consideration determination means determines, as the advance consideration, A first advance consideration that moves the order to the top; The method is characterized in that a predetermined number of advancement considerations for advancing the order by a predetermined number are determined.

[0013] According to the present invention configured in this manner, a user can choose between paying a first advancement fee to move to the front of the queue, or paying a predetermined number of advancement fees to move up the queue by a predetermined number, so that the user can choose to pay an advancement fee according to the waiting situation.

[0014] The sequence management method of the present invention also includes: A queue management method executed by a queue management system that is connected via a network to a user terminal operated by a user who receives a service at a facility and manages the order in which the users receive the service, comprising: determining an advancement amount for advancing the order; transmitting advance payment information indicating the advance payment to the user terminal; receiving advancement request information from the user terminal, the advancement request information indicating a desire to pay the advancement fee and move up the order; When the advance request information is received, a step of determining a distribution amount to be given to the user who has been waiting his turn based on the advance amount.

[0015] The computer program of the present invention also includes: a queue management system that is connected via a network to a user terminal operated by a user receiving a service at the facility and manages the order in which the users receive the service; an advancement consideration determination means for determining an advancement consideration for advancing the order; a transmitting means for transmitting advance payment information indicating the advance payment to the user terminal; a receiving means for receiving advancement request information from the user terminal, the information indicating that the user wishes to pay the advancement fee and move up in the order; When the receiving means receives the advance request information, it functions as a distribution amount determination means for determining the distribution amount to be given to the user who has been waiting his / her turn based on the advance amount.

[0016] According to the queue management method and computer program of the present invention configured in this manner, the same effects as those of the queue management system of the present invention described above can be achieved. [Effects of the Invention]

[0017] According to the present invention, it is possible to provide a queue management system, a queue management method, and a computer program that can reduce the loss of customers who do not have time to wait their turn and reduce the stress of customers who are waiting their turn. [Brief explanation of the drawings]

[0018] [Figure 1] 1 is a block diagram showing an example of the hardware configuration and software configuration of a queue management system according to one embodiment of the present invention. [Figure 2] FIG. 1 is an explanatory diagram showing an example of use of a queue management system. [Figure 3] 10 is a flowchart showing the flow of processing executed by facility terminal control unit 11 in facility terminal 10. [Figure 4] 10 is a flowchart showing the flow of processing executed by facility terminal control unit 11 in facility terminal 10. [Figure 5] 10 is a flowchart showing the flow of processing executed by facility terminal control unit 11 in facility terminal 10. [Figure 6] 10 is a flowchart showing the flow of processing executed by facility terminal control unit 11 in facility terminal 10. [Figure 7] 10 is a flowchart showing the flow of processing executed by facility terminal control unit 11 in facility terminal 10. [Figure 8] FIG. 2 is an explanatory diagram showing an example of a display screen of a user terminal 50. DETAILED DESCRIPTION OF THE INVENTION

[0019] The present invention will be described in more detail below using preferred embodiments, but the following embodiments are merely examples of realizing the present invention and the present invention is not limited thereto.

[0020] The configuration of the queue management system according to one embodiment of the present invention will be described.

[0021] FIG. 1 is a block diagram showing an example of the hardware and software configuration of the queue management system of this embodiment.

[0022] [Queue management system configuration] The queue management system is connected via a network N to a user terminal 50 operated by a user who receives a service at the facility, and manages the order in which the user receives the service.

[0023] In this embodiment, an example is described in which the queue management system is configured as one function of the facility terminal 10 operated by the facility operator, but this is not limited to this, and it may also be configured as a device separate from the facility terminal 10, for example, an external server, etc., connected to the facility terminal 10 and the user terminal 50 via a network N.

[0024] Although one user terminal 50 is shown in FIG. 1, a plurality of user terminals 50 can be connected to the queue management system via the network N.

[0025] First, an overview of the queue management system will be described.

[0026] A queue management system is a system for managing the order of customers in a queue that occurs when many customers visit a facility. Here, we will explain a case where a restaurant has introduced a queue management system as an example of a facility. In this embodiment, the term "queue" is not limited to a queue formed by customers actually lining up, but also includes a queue formed by multiple customers who are not actually lining up to receive service.

[0027] When a customer visits a restaurant but is unable to find a seat because the restaurant is crowded, the customer will have to wait in line. When waiting in line, the customer operates user terminal 50 to send waiting information indicating that the customer has joined the queue and identification information identifying the customer to facility terminal 10, which is equipped with a queue management system as one of its functions. Based on the received waiting information and identification information, facility terminal 10 issues a reference number indicating the customer's turn, and sends the reference number information to the user terminal 50 that sent the waiting information and identification information. Facility terminal 10 manages the queue in front of the restaurant by registering the reference number and identification information in a waiting management table in the order in which the waiting information was received.

[0028] The queue management system also has a function that allows customers to move up in line, for example, to the front of the queue, on the condition that they pay an advancement fee and purchase a priority ticket. That is, customers who do not have time to wait in line operate the user terminal 50 to purchase a priority ticket. Upon completing the purchase of the priority ticket, the user terminal 50 transmits advancement request information to the facility terminal 10, indicating a request to move up in line. Based on the received advancement request information, the facility terminal 10 updates the queue order managed in the queue management table, thereby moving up the customer who transmitted the advancement request information. The facility terminal 10 then transmits information to the user terminal 50 regarding the expected waiting time after the advancement and information informing the customer of their position in the queue. Customers who purchase priority tickets can check the expected waiting time and their position in line from the display on the user terminal 50. In this embodiment, the "priority ticket" may be electronic information provided from the facility terminal 10 to the user terminal 50, or it may be a paper medium issued by the facility.

[0029] Furthermore, in response to a customer's purchase of a priority ticket, facility terminal 10 transmits predetermined service information to the user terminals of customers who have already formed a line (waited their turn). Examples of predetermined service information include discount information and valuable point information.

[0030] Next, the configuration of the queue management system will be described in detail.

[0031] [Configuration of facility terminal 10] Facility terminal 10 includes facility terminal control unit 11, storage unit 12, communication unit 13, and input / output unit 14. Facility terminal 10 may be a terminal used by a facility operator or the like, or may be any of various server devices, a cloud server configured using multiple computers that can communicate with each other, or the like.

[0032] Facility terminal control unit 11 includes a CPU (Central Processing Unit), RAM (Random Access Memory), and ROM (Read Only Memory).

[0033] The storage unit 12 is a device in which data and / or files are stored, and includes a data storage unit such as a hard disk, a semiconductor memory, a recording medium, and a memory card.

[0034] The storage unit 12 may have a mechanism that enables connection to a storage device or storage system such as a NAS (Network Attached Storage), a SAN (Storage Area Network), cloud storage, a file server, and / or a distributed file system via a network N.

[0035] The memory unit 12 stores a control program executed by a computer and a waiting management table that manages the order of customers waiting in line. The waiting management table stores waiting registration information that identifies customers waiting in line in the order in which the waiting information was received. The waiting registration information has, for example, an order field, a registered name field, a serial number field, a waiting time field, and an entry check field. A number from 1 to N (N is a natural number) indicating the order is input into the order field. A registered name transmitted from the user terminal 50 is input into the registered name field, which serves as identification information for identifying the customer. A serial number automatically generated by the facility terminal control unit 11 is input into the serial number field. An estimated waiting time calculated by the facility terminal control unit 11 based on the order is input into the waiting time field.

[0036] For example, when facility terminal control unit 11 first receives identification information and waiting information, it registers the registration name, reference number, and waiting time in the registration name item, reference number item, and waiting time item associated with order 1 in the waiting management table. After that, each time facility terminal control unit 11 receives a registration name and waiting information, it registers the registration name, reference number, and waiting time in the items associated with orders 2, 3, ... in the waiting management table.

[0037] Furthermore, facility terminal 10 may display an operation screen showing information from the waiting list management table on input / output unit 14, which may be, for example, a touch panel. In this case, for example, when a customer waiting their turn enters the restaurant, a restaurant staff member or the like checks the serial number held by the customer and operates input / output unit 14 to enter a check mark in the check box associated with the serial number on the operation screen. When a check mark is entered in the check box for entering the restaurant on the operation screen, facility terminal control unit 11 deletes the waiting list registration information associated with the check mark from the waiting list management table. Accordingly, the waiting list management table is updated, and the number in the order field of the waiting list registration information is moved up from 2, 3, . . . to 1, 2, . . .

[0038] The communication unit 13 is not particularly limited as long as it connects the facility terminal 10 to the network N and enables communication with the user terminal 50, etc., and examples include a wireless device compatible with a mobile phone network, a Wi-Fi (Wireless Fidelity) compatible device compliant with IEEE802.11, a short-range wireless device compatible with the Bluetooth (registered trademark) standard, etc., and a network card compatible with the Ethernet standard.

[0039] The input / output unit 14 is configured, for example, by a touch panel, etc. The input / output unit 14 may also be configured by a display as an output means and an input device such as a keyboard or mouse as an input means that is operated by restaurant staff or the like to input various information to the facility terminal control unit 11.

[0040] By executing a computer program stored in the memory unit 12, the facility terminal control unit 11 can cooperate with the memory unit 12 and the communication unit 13 to realize the software components of the facility terminal control unit 11, such as the receiving control unit 20, the sending control unit 21, the sequence management unit 22, the advance compensation determination unit 23, the distribution compensation determination unit 24, etc.

[0041] The reception control unit 20 controls the reception of various types of information from an external terminal (such as the user terminal 50) via the communication unit 13. The transmission control unit 21 controls the transmission of various information to an external terminal via the communication unit 13 .

[0042] The queue management unit 22 includes a queue management unit 22a and a priority customer management unit 22b. When the queue management unit 22a receives queue information and identification information from the user terminal 50 of a customer who is waiting in line (waiting their turn), it updates the queue management table by adding queue registration information. When the priority customer management unit 22b receives advance request information from the user terminal 50 of a customer who has purchased a priority ticket, it updates the queue management table. In other words, it advances the order of the customer who has purchased the priority ticket and rearranges the queue registration information so that the numbers in the order item are in ascending order.

[0043] The advancement fee determination unit 23 determines the advancement fee for moving up in line. The advancement fee is the fee paid to purchase a priority ticket, and varies depending on the purchase status of the priority ticket. As will be described in detail later, there are two types of priority tickets available: a leading ticket that moves to the front of the queue, and an advancement ticket that moves up a predetermined number of seats in the queue. The advancement fee determination unit 23 includes a leading fee determination unit 23a that determines the advancement fee for the leading ticket, and a predetermined number advancement fee determination unit 23b that determines the advancement fee for the advancement ticket.

[0044] When a priority ticket is purchased, the distribution consideration determination unit 24 determines the number of points to be awarded to customers waiting in line (waiting their turn) and the customers to whom the points will be awarded. For example, a certain percentage of the advance consideration is set as the number of points to be awarded to customers waiting in line, and customers who have moved up in line by purchasing a priority ticket are eligible to receive points. The points are then distributed to customers who are eligible to receive points. The number of points may be a preset value. In this embodiment, "points" indicate the amount of value to the user and may have monetary value or may not have monetary value.

[0045] Display 30 is connected to facility terminal 10 and is placed in a location visible to customers waiting in line, such as at a storefront. Display 30 is controlled by facility terminal control unit 11, and displays information such as a two-dimensional code, the serial number of customers who are allowed to enter the store, and the serial numbers of customers who are expected to enter within a predetermined time (e.g., five minutes).

[0046] [Configuration of user terminal 50] The user terminal 50 is configured as a terminal such as a smartphone or a tablet, and includes a user terminal control unit 51, a storage unit 52, a communication unit 53, a camera 54, and a display unit 55. The user terminal 50 is a terminal that can be carried by the user.

[0047] The user terminal control unit 51 includes a CPU (Central Processing Unit), a RAM (Random Access Memory), a ROM (Read Only Memory), and the like.

[0048] The storage unit 52 is a device in which data and / or files are stored, and includes a data storage unit such as a semiconductor memory, a recording medium, and a memory card.

[0049] The communication unit 53 is not particularly limited as long as it connects the facility terminal 10 to the network N and enables communication with the facility terminal 10, etc., and examples include a wireless device compatible with a mobile phone network, a Wi-Fi (Wireless Fidelity) compatible device compliant with IEEE802.11, a short-range wireless device compatible with the Bluetooth (registered trademark) standard, etc., and a network card compatible with the Ethernet standard, etc.

[0050] The camera 54 is a CMOS camera. Image information captured by the camera 54 is converted into an electrical signal and stored in the storage unit 12.

[0051] The display unit 55 is configured with a liquid crystal display or an organic EL display. A capacitance type touch panel is arranged on the display unit 55, and information can be input by operating the display screen of the display unit 55 with a finger.

[0052] The user terminal control unit 51 can cooperate with the memory unit 52 and the communication unit 53 as necessary to realize the software components of the user terminal control unit 51, such as the reception control unit 60, the transmission control unit 61, and the two-dimensional code reading control unit 62.

[0053] The reception control unit 60 controls the reception of various types of information from an external terminal via the communication unit 53 . The transmission control unit 61 controls the transmission of various information to an external terminal via the communication unit 53 .

[0054] The two-dimensional code reading control unit 62 analyzes the image information of the two-dimensional code read by the camera 54. The user terminal control unit 51 performs processing based on the analysis result of the two-dimensional code reading control unit 62.

[0055] [Example of using the queue management system] Next, an example of how the queue management system is used will be described with reference to FIG.

[0056] First, the customer installs application software for using the queue management system in advance on the user terminal 50 that he or she owns. The application software can be obtained from the homepage (website) provided by the restaurant or via a two-dimensional code displayed on the display 30 in the store. This application software will be referred to as the "app" hereinafter.

[0057] When the app is launched for the first time, an initial setup screen is displayed. This initial setup screen includes at least an item for registering the user's name. The registered name can be set by the user as appropriate. This registered name serves as identification information for identifying the user.

[0058] In addition, the restaurant displays the two-dimensional code for queue management on a display 30 or signboard in front of the store, in a place that is easy to see and does not interfere with the queue.

[0059] When a customer starts waiting in line, the customer operates the user terminal 50 to launch the app. Then, the customer operates the "Read two-dimensional code" icon on the app screen to activate the camera function and read the two-dimensional code with the camera 54. After reading the two-dimensional code, the user terminal 50 transmits to the facility terminal 10 the customer's registered name and waiting information indicating that the customer has joined the queue. If there is a store visit history, the customer can also transmit the customer's registered name and waiting information by operating the app screen the next time they visit, without reading the two-dimensional code.

[0060] When the facility terminal 10 receives the registered name and waiting information, it executes a waiting information reception process, which will be described later. The waiting information reception process updates the waiting management table, issues a reference number, predicts the waiting time, and returns information such as the reference number and predicted waiting time.

[0061] When user terminal 50 receives information such as the serial number and the estimated waiting time from facility terminal 10, it displays the serial number, the estimated waiting time, etc. on display unit 55. The estimated waiting time displayed on display unit 55 is decremented in cooperation with the clock function of user terminal 50. Furthermore, when user terminal 50 receives information about the estimated waiting time from facility terminal 10, it updates the display to the estimated waiting time based on that information.

[0062] The user checks the serial number on the display unit 55 and then lines up at the end of the queue. Note that a customer who has a user terminal 50 with the app installed does not have to line up at the end of the queue, and may return to the restaurant and line up when the estimated waiting time displayed on the user terminal 50 reaches, for example, about 5 minutes.

[0063] Incidentally, when a customer operates the user terminal 50 to obtain a serial number, if the waiting time is too long, the customer can move up the queue by purchasing a priority ticket. Specifically, the customer operates the "priority ticket" icon on the app screen using the user terminal 50 to carry out the procedure for purchasing a priority ticket.

[0064] When the "priority ticket" icon is operated, advance payment request information is sent from the user terminal 50 to the facility terminal 10, and the facility terminal 10 receives the advance payment request information under the control of the communication unit 13 by the reception control unit 20. The facility terminal 10 transmits the advance payment information determined by the advance payment determination unit 23 to the user terminal 50 under the control of the communication unit 13 by the transmission control unit 21. This advance payment information is displayed on the display unit 55 of the user terminal 50. The customer operates the user terminal 50 to carry out the purchase procedure, referring to the advance payment information displayed on the display unit 55.

[0065] When the procedure for purchasing the priority ticket is completed, the user terminal 50 transmits to the facility terminal 10 the registered name, the serial number, and advancement request information requesting to be advanced in line.

[0066] There are two types of priority tickets: first-place tickets, which are placed at the front of the queue, and advance tickets, which move a certain number of people forward in line. The serial number of a customer who purchases a first-place ticket is placed at the front of the queue (number 1) managed in the queue management table. The serial number of a customer who purchases an advance ticket is moved forward a certain number in the queue managed in the queue management table. For example, if a customer is currently number 20 in line and purchases an advance ticket that moves them up by 10 places, the customer who purchased the advance ticket will become number 10 in line.

[0067] When the facility terminal 10 receives the registered name, the serial number, and the advance request information, it executes an advance request information reception process, which will be described later. The advance request information reception process updates the queue management table in response to the purchase of the priority ticket, and transmits to the user terminal 50 information such as the new estimated waiting time and queue number resulting from the update of the queue management table.

[0068] After completing the ticket purchase procedure, the user terminal 50 receives information on the new estimated waiting time and queue. The user terminal 50 then displays the estimated waiting time on the display unit 55. By looking at this display, the user can confirm that the ticket purchase procedure has been completed successfully.

[0069] When the advance request information receiving process is completed, the facility terminal 10 executes an advance payment determination process, which will be described later. In the advance payment determination process, the advance payment for moving up the queue is changed depending on the purchase status of priority tickets.

[0070] When the advance payment determination process is completed, the facility terminal 10 executes the service information distribution process described below. The service information consists of points that can be used to pay for food and drink at restaurants, for example. In the service information distribution process, a portion of the advance payment paid by the person who purchased the priority ticket is given in the form of points to some or all of the customers who were overtaken by the person who purchased the priority ticket.

[0071] FIG. 3 is a flowchart showing the flow of processing executed by facility terminal control unit 11 in facility terminal 10.

[0072] The facility terminal control unit 11 first performs initial settings (step S1). In the initial settings, a timer that counts the time since the priority ticket was purchased is set to an initial value (e.g., 0) and then starts timing, and a priority customer counter that counts the number of priority customers is reset (e.g., to 0). Next, the facility terminal control unit 11 repeatedly performs a waiting information reception process (step S2), an advance request information reception process (step S3), an advance payment determination process (step S4), and a service information distribution process (step S5). The waiting information reception process (step S2), the advance request information reception process (step S3), the advance payment determination process (step S4), and the service information distribution process (step S5) will be described later.

[0073] [Waiting information reception process] FIG. 4 is a flowchart showing a subroutine of the waiting information receiving process. In the subroutine of the queue information reception process (step S2), the facility terminal control unit 11 (queue management unit 22a) determines whether or not the registered name and queue information have been received (step S11). If it is determined that the queue information has been received (YES in step S11), the facility terminal control unit 11 acquires the received information and temporarily stores it in a storage unit or the like (step S12).

[0074] Next, facility terminal control unit 11 (queue management unit 22a) issues a reference number (step S13). The reference number is, for example, the value of the reference number issued immediately before +1. When the processing of step S13 is completed, facility terminal control unit 11 (queue management unit 22a) performs processing to update the waiting list management table (step S14).

[0075] In the processing of step S14, facility terminal control unit 11 (queue management unit 22a) performs a process of inputting a registration name and a serial number into each item associated with order item M+1 after the last order item M (M is a natural number) of the waiting registration information stored in the waiting management table, and also performs a process of calculating and inputting a predicted waiting time based on the number of order item M+1. When the processing of step S14 is completed, facility terminal control unit 11 (queue management unit 22a) predicts the waiting time (step S15).

[0076] In step S15, the estimated waiting time is calculated for all waiting customers managed in the waiting management table based on the numbers in the order field. The estimated waiting time is stored in the waiting management table, and the value in the waiting time field is updated.

[0077] When the processing of step S15 is completed, the facility terminal control unit 11 (queue management unit 22a) performs a process of returning the reference number, estimated waiting time, etc. to the user terminal 50 that sent the registered name and waiting-line information (step S16). Also, during this process, a process of sending the estimated waiting time corresponding to a customer already waiting in line to the user terminal 50 of that customer is performed. Note that, together with the reference number and estimated waiting time, queue information informing the number of customers remaining based on the number in the queue item in the queue management table may also be sent. When the processing of step S16 is completed, or when it is not determined that the waiting-line information has been received (NO in step S11), the processing proceeds to step S17.

[0078] In step S17, it is determined whether or not other related information has been received (step S17). If it is determined that related information has been received (YES in step S17), processing corresponding to the related information is performed (step S18). If it is determined that related information has not been received (NO in step S17), the subroutine of the waiting information reception processing is terminated.

[0079] An example of related information is when cancellation information indicating that the user is giving up waiting in line is entered into facility terminal 10. When facility terminal 10 receives cancellation information from user terminal 50 or when cancellation information is entered from input / output unit 14 of facility terminal 10, processing is performed to delete the corresponding waiting registration information from the waiting management table.

[0080] [Processing advanced request information reception] FIG. 5 is a flowchart showing a subroutine of the advance request information receiving process.

[0081] In a subroutine of the advance request information reception process (step S3), the facility terminal control unit 11 (priority customer management unit 22b) determines whether advance request information has been received (step S21). If it determines that advance request information has been received (YES in step S21), it retrieves the received information such as the registration name and reference number and temporarily stores it in a memory unit or the like (step S22), and inputs information to turn on a flag in a memory area in the memory unit or the like that is used as an advance request information reception flag. Furthermore, the facility terminal control unit 11 (priority customer management unit 22b) increments by 1 the value stored in a memory area in the memory unit or the like that is used as a priority customer counter (step S23). Note that in this embodiment, the priority customer counter is counted when a first ticket is purchased, but is not counted when an advance ticket is purchased.

[0082] Furthermore, facility terminal control unit 11 (priority customer management unit 22b) issues a priority ticket (step S24). When the processing of step S24 is completed, facility terminal control unit 11 (priority customer management unit 22b) performs processing to update the waiting list management table (step S25). Note that if it is not determined that the registered name and advance request information have been received (NO in step S21), the processing proceeds to step S28.

[0083] In the process of step S25, the facility terminal control unit 11 (priority customer management unit 22b) performs a process of rearranging the numbers in the order item in ascending order in the waiting management table by moving the waiting registration information of the customer who purchased the priority ticket to the top or a predetermined number. When the process of step S25 is completed, the facility terminal control unit 11 (priority customer management unit 22b) predicts the waiting time (step S26).

[0084] In the process of step S26, the facility terminal control unit 11 (priority customer management unit 22b) calculates the predicted waiting time for all customers in a waiting state managed in the waiting-line management table based on the numbers in the order field. The predicted waiting time results are stored in the waiting-line management table, and the value in the waiting-time field is updated.

[0085] When the process of step S26 is completed, the facility terminal control unit 11 (priority customer management unit 22b) returns the priority ticket and the predicted waiting time to the user terminal 50 that transmitted the registered name and advance request information, and performs a process of turning on the priority ticket transmission flag (step S27). When this process is completed, the process proceeds to step S28.

[0086] In step S28, the facility terminal control unit 11 (priority customer management unit 22b) determines whether or not other related information has been received. If the facility terminal control unit 11 (priority customer management unit 22b) determines that related information has been received (YES in step S28), it performs processing corresponding to the related information (step S29). If it does not determine that related information has been received (NO in step S28), it ends the subroutine of the advance request information reception processing.

[0087] An example of related information is when a priority ticket is printed and issued using facility terminal 10 for a customer who does not have user terminal 50. When a priority ticket is issued using facility terminal 10, the restaurant staff or the like operates input / output unit 14 to move up the waiting registration information in the waiting management table and update the waiting management table.

[0088] [Advance consideration determination processing] FIG. 6 is a flowchart showing a subroutine of the advance consideration determination process. In the subroutine of the advance payment determination process (step S4), the facility terminal control unit 11 (advance payment determination unit 23) determines whether the advance payment request information reception flag is on (step S31). If it is determined that the advance payment request information reception flag is on (NO in step S31), the advance payment is increased according to the count number of the priority customer counter (step S32). Then, the timer is reset and timing is resumed (step S33). When the process of step S33 is completed, the process proceeds to step S37.

[0089] If it is determined that the advance request information reception flag is on (YES in step S31), the facility terminal control unit 11 (advance consideration determination unit 23) determines whether the timer value has reached the set time (step S34). If it is determined that the timer value has reached the set time (YES in step S34), the advance consideration is changed to a lower value in response to the timer value reaching the set time (step S35). Then, the priority customer counter is reset (step S36). When the processing in step S36 is completed, the processing proceeds to step S37.

[0090] In the processing of step S37, the facility terminal control unit 11 (advance consideration determination unit 23) transmits advance consideration information indicating the advance consideration to the user terminal 50. The advance consideration information is transmitted to the user terminal 50 when an icon for purchasing a priority ticket is operated on the display screen of the user terminal 50. When this processing is completed, the subroutine of the advance consideration determination processing is completed.

[0091] Here, the advance compensation for the leading ticket in step S32 is initially set to an initial value (e.g., 1,500 yen), and a predetermined additional value (e.g., 500 yen) is added to the initial value each time the count is added. Note that the advance compensation for the leading ticket in this case is not limited to this example, and may be a value obtained by multiplying the initial value by a predetermined factor (e.g., 2x) each time the count is added, or the value each time the count is added can be determined by any method.

[0092] Furthermore, the advancement fee for an advanced ticket is set at a predetermined value for each advancement of a preset number of people (for example, 5 people). The advancement fee for an advanced ticket may be set at a predetermined value (for example, 200 yen) for each advancement of one position in the order. In this case, specifically, if the predetermined value is, for example, 200 yen, the advancement fee for an advanced ticket when 10 people are advanced will be 2,000 yen (predetermined value x number of people advanced).

[0093] The timer value can be set arbitrarily, for example, in multiples of 10, such as 10 minutes, 20 minutes, 30 minutes, etc. Each time the timer value reaches 10 minutes, 20 minutes, 30 minutes, etc., the advance price for the first ticket decreases to 1,500 yen, 1,000 yen, 750 yen, etc.

[0094] Furthermore, the advance payment for the first ticket in step S35 is initially set to an initial value (e.g., 1,500 yen), and a predetermined subtraction value (e.g., 500 yen) is subtracted from the initial value each time a set time elapses. Note that the advance payment for the first ticket in this case is not limited to this example, and may be a value obtained by multiplying the initial value by a predetermined multiplier (e.g., 1 / 2 times) each time a set time elapses, or the value may be determined by any method each time a set time elapses.

[0095] Specifically, if the advance price for the first ticket is 750 yen and the first ticket is purchased, the priority counter value becomes 1, so the advance price is set to 1,500 yen, the same as the initial setting. After that, the advance price for the first ticket within 10 minutes is set to 1,500 yen, and if the first ticket is purchased within those 10 minutes, the advance price becomes 2,000 yen. If the advance price is set to 1,500 yen due to the purchase of the first ticket when the advance price is 750 yen, and 10 minutes have passed since then, the advance price remains 1,500 yen, and if 20 minutes have passed, the advance price becomes 1,000 yen.

[0096] The advance price corresponding to the priority passenger counter and the advance price corresponding to the timer value setting are merely examples, and the advance price can be set as appropriate. Furthermore, according to this embodiment, the advance price for an advance ticket does not change depending on the advance ticket purchase status, but, like the first ticket, the advance price for an advance ticket may be changed based on the number of advance tickets purchased or the time since the advance ticket was purchased.

[0097] [Service information distribution processing] FIG. 7 is a flowchart showing a subroutine of the service information distribution process (step S5).

[0098] In the subroutine of the service information distribution process (step S5), the facility terminal control unit 11 (distribution fee determination unit 24) determines whether a priority ticket has been sent (step S41). If it determines that a priority ticket has been sent (YES in step S41), it determines the distribution fee (step S42), determines the distribution destination (step S43), and then transmits the distribution fee to the determined distribution destination (step S44). Then, it turns off the advance request information reception flag and the priority ticket transmission flag (step S45), thereby terminating the subroutine of the service information distribution process.

[0099] When a customer purchases a priority ticket, a portion of the advance payment, for example 10%, is used as the distribution payment. Points equivalent to this distribution payment are distributed to all customers who move up in line by purchasing a priority ticket. For example, if a customer who is 20th in line purchases a front-of-line ticket and moves to the front, customers who were 1 to 19 in line before the purchase will be awarded points. Similarly, if a customer who is 20th in line purchases an advance ticket and moves to 10th, customers who were 10 to 19 in line before the purchase will be awarded points.

[0100] The amount of the share may be a fixed amount. The share recipients may be set as appropriate, such as not all customers who have been pushed back in line due to the purchase of priority tickets, but only the first few customers among them, or customers who have already been waiting for a specified time (e.g., 30 minutes).

[0101] FIG. 8 is an explanatory diagram showing an example of a display screen of the user terminal 50. As shown in FIG. Fig. 8(a) shows an example of a display when a customer obtains a reference number for waiting their turn. When a customer operates user terminal 50, the customer's registered name and waiting information are sent from user terminal 50 to facility terminal 10, and facility terminal 10 returns information on the reference number, estimated waiting time, and current position in line, causing the display shown in Fig. 8(a) to appear on display unit 55. In the example display shown in Fig. 8(a), the customer is notified that the reference number is "70," the estimated waiting time is "40 minutes," and that the customer is currently "20th in line."

[0102] Figure 8(b) is an example of the display when the first ticket is purchased. When a customer who has seen the display in Figure 8(a) operates the user terminal 50 to purchase the first ticket, the display of the estimated waiting time and current position in line will change. In the example display shown in Figure 8(b), the customer is notified that the serial number is "70," that there is no estimated waiting time, that the store is open for entry, and that the customer is currently "first in line."

[0103] Figure 8(c) is an example of a display when a customer purchases an advance ticket that moves them 10 people ahead. In the example display shown in Figure 8(c), the customer is notified that their serial number is "70," the estimated waiting time is "20 minutes," and their current position in line is "10th."

[0104] Figure 8(d) is an example of a display that appears after the display shown in Figure 8(c) when a customer with a serial number of 70 or higher purchases the first ticket. The display example shown in Figure 8(d) notifies the customer that the estimated waiting time and current turn have increased, and also displays a pop-up display that indicates that 10 points have been acquired. When customers waiting in line see this display, they can ease their frustration caused by the increase in estimated waiting time and current turn by being notified by the pop-up display that they have acquired points.

[0105] According to the present embodiment configured as described above, by purchasing a priority ticket, customers can move up in the queue to receive the service, allowing them to enter the store relatively early, even if they have little time to wait. This allows potential customers who want to enter the store but have been unable to do so because of waiting in line to enter, thereby reducing the number of customers who do not have time to wait. Furthermore, the appearance of customers who purchase priority tickets may cause stress to customers already waiting in line, as their waiting time increases. However, since customers who purchase priority tickets are awarded points according to the value of the advance, it is possible to reduce the stress of customers waiting in line and encourage them to continue waiting.

[0106] Furthermore, as the number of priority ticket purchases increases, the advance payment for purchasing priority tickets becomes higher, which reduces the need to purchase priority tickets. This reduces the occurrence of situations where customers who are already waiting in line near the front of the queue are unable to enter the store due to the increasing number of priority customers.

[0107] Furthermore, if a long period of time passes without a priority ticket being purchased, the advance payment for purchasing a priority ticket will be reduced, which will encourage people to actively purchase priority tickets.

[0108] In addition, there are two types of priority tickets available: first-line tickets, which move you to the front of the line, and advance tickets, which move you up a certain number of places in the line. The advance price for each ticket is determined, so you can purchase a priority ticket that suits your waiting situation. For example, a customer who is close to the front of the line but has little time to spare can save money by purchasing an advance ticket rather than a first-line ticket.

[0109] The present invention is not limited to the above-described embodiment, and modifications and improvements within the scope of achieving the object of the present invention are included in the present invention. [Explanation of symbols]

[0110] 1. Queue management system 10 Facility terminal 11 Facility terminal control unit 12 Storage section 13 Communications Department 14 Input section 20 Reception control section 21 Transmission control section 22 Queue Management Department 22a Queue Management Department 22b Priority Customer Management Department 23 Advance Consideration Determination Department 23a Leading Price Determination Department 23b Prescribed Quantity Advancement Consideration Determination Department 24. Distribution Consideration Determination Department 30 Display 50 User terminals 51 User terminal control unit 52 Storage section 53 Communications Department 54 Camera 55 Display section

Claims

1. A queue management system that is connected via a network to a user terminal operated by a user who receives a service at a facility and manages the order in which the users receive the service, an advancement consideration determination means for determining an advancement consideration for advancing the order; a transmitting means for transmitting advance payment information indicating the advance payment to the user terminal; a receiving means for receiving advancement request information from the user terminal, the advancement request information indicating that the user wishes to pay the advancement fee and move up in the order; A queue management system characterized by comprising: a distribution compensation determination means for determining a distribution compensation to be given to the user who was waiting in line when the receiving means receives the advance request information.

2. 2. The queue management system according to claim 1, wherein the advancement consideration determining means varies the value of the advancement consideration depending on the number of times the advancement request information is received or the passage of time.

3. The advance consideration determination means determines, as the advance consideration, A first advance consideration that moves the order to the top; 3. The queue management system according to claim 1, further comprising: determining a predetermined number of advancement considerations for advancing the order by a predetermined number.

4. A queue management method executed by a queue management system that is connected via a network to a user terminal operated by a user who receives a service at a facility and manages the order in which the users receive the service, comprising: determining an advancement amount for advancing the order; transmitting advance payment information indicating the advance payment to the user terminal; receiving advancement request information from the user terminal, the advancement request information indicating a desire to pay the advancement fee and move up the order; A queue management method characterized by including a step of determining, when the advance request information is received, a distribution compensation to be granted to the user who was waiting their turn based on the advance compensation.

5. a queue management system that is connected via a network to a user terminal operated by a user receiving a service at the facility and manages the order in which the users receive the service; an advancement consideration determination means for determining an advancement consideration for advancing the order; a transmitting means for transmitting advance payment information indicating the advance payment to the user terminal; a receiving means for receiving advancement request information from the user terminal, the information indicating that the user wishes to pay the advancement fee and move up in the order; A computer program characterized in that, when the receiving means receives the advance request information, it functions as a distribution amount determination means that determines the distribution amount to be granted to the user who was waiting their turn based on the advance amount.

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