Service-queue-management and production-management system and method

• US 20070127691A1
• Filed: 12/01/2006
• Published: 06/07/2007
• Est. Priority Date: 12/02/2005
• Status: Active Grant

• Current Assignee: Ahold Delhaize Licensing SARL (Ahold Delhaize International SARL)
• Original Assignee: Modiv Media, Inc.
• Inventors: Lert, John
• Granted Patent: US 7,752,146 B2
• Time in Patent Office: Days
• US Class Current: 379/265.50
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising
• CPC Class Codes: G06Q 30/06 Buying, selling or leasing transactions
• CPC Class Codes: G06Q 99/00 Subject matter not provided for in other groups of this subclass
• CPC Class Codes: G07B 1/00 Machines for printing and issuing tickets printing mechanisms per se B41; output mechanisms of digital computers G06C11/00
• CPC Class Codes: G07C 11/00 Arrangements, systems or apparatus for checking, e.g. the occurrence of a condition, not provided for elsewhere
• CPC Class Codes: G07C 2011/04 related to queuing systems

Abstract

System and method for integrating multiple customer ordering channels into a single service queue to obtain goods or services from a provider includes enabling customers to request service for goods or services from the provider using multiple ordering channels, and arranging the service requests placed using the ordering channels in a single service queue based on the time at which each is placed regardless of the ordering channel used. The ordering channels may include one or more ticket dispensers which dispenses tickets having the next number in the service queue to waiting customers, one or more computerized ordering systems which enable ordering of goods or services from the provider via a computer or other processing device, and combinations thereof.

Claims

1. A method for integrating into a single service queue order-fulfillment service-requests from customers to a provider of goods or services through multiple ordering channels, comprising:

enabling customers to request service from the provider through a plurality of ordering channels; and

arranging the service-requests in a single service queue based on the time at which each is placed regardless of the ordering channel used.

2. The method of claim 1, further comprising:

providing at least one ticket dispenser which dispenses tickets and thus constitutes a first ordering channel whereby upon activation of the at least one ticket dispenser, a customer requests fulfillment service for an order to be placed by the customer to a service person and receives a ticket having the next number in the service queue; and

calling forward each queue number for service when it has reached the top of the service queue so that the customer having received the queue number can place the order with the service person.

3. The method of claim 2, further comprising

providing a communications link between the control computer which manages the service queue and at least one computer running an electronic ordering software application;

and

enabling the control computer to accept orders from the electronic ordering computer which thus constitutes a second ordering channel such that a customer is able to simultaneously request order fulfillment service and place the order for goods or services from the provider using the computer and receives the next number in the service queue when the order is placed.

4. The method of claim 2, further comprising constructing the ticket dispenser with a manually-activated device which causes printing of the ticket with the next number in the service queue and enables access to the thus-printed ticket.

5. The method of claim 1, further comprising

providing a communications link between the control computer which manages the service queue and at least one computer running an electronic ordering software application;

and

enabling the control computer to accept orders from the electronic ordering-computer which thus constitutes a first ordering channel such that a customer is able to simultaneously request order fulfillment service and place the order for goods or services from the provider using the computer and receives the next number in the service queue when the order is placed.

6. The method of claim 1, further comprising tracking individuals fulfilling service-requests and data about service-request fulfillment to enable compilation of data about the individuals and their fulfillment of service-requests.

7. The method of claim 6, further comprising predicting the wait time for the next number in the service queue based on service-requests in the service queue, the number of individuals fulfilling service-requests and the data about service-request fulfillment, and optionally displaying the predicted wait time.

8. The method of claim 1, further comprising predicting the wait time for the next number in the service queue based on service-requests in the service queue and optionally displaying the predicted wait time.

9. The method of claim 8, further comprising directing a message to a system monitor when the predicted wait time exceeds a threshold to enable additional individuals to be added to a server pool.

10. A system for integrating multiple customer ordering channels into a single service queue to obtain goods or services from a service location of a provider, comprising:

a control computer;

at least one ticket dispenser connected to said control computer and arranged to dispense tickets upon activation; and

computerized ordering means connected to said control computer for enabling placement of orders for goods or services using a processor linked to said control computer;

said control computer being arranged to assign the next number in the service queue to an order placed via said computerized ordering means or to a ticket dispensed from said at least one ticket dispenser based on the time at which the ticket is dispensed from said at least one ticket dispenser or the order is placed via said computerized ordering means.

11. The system of claim 10, wherein each of said at least one ticket dispenser includes a printer and a manually-activated device which when activated, causes printing of a ticket by said printer with the next number in the service queue and enables access to the thus-printed ticket.

12. The system of claim 11, wherein said printer and said manually-activated device independently communicate with said control computer.

13. The system of claim 10, wherein said at least one ticket dispenser includes a display, said control computer being arranged to predict the wait time for the next number in the service queue based on orders in the service queue and cause display of the predicted wait time on said display.

14. The system of claim 10, wherein said at least one ticket dispenser includes a proximity detector for detecting approach of an individual to said at least one ticket dispenser to enable analysis of the number of individuals approaching said at least one ticket dispenser and the number of individuals activating said at least one ticket dispenser.

15. The system of claim 10, wherein said at least one ticket dispenser comprises:

a housing;

a printer arranged in said housing for printing the tickets;

a manually-activated device arranged on said housing;

a display arranged in connection with said housing; and

a processor arranged in said housing and coupled to said printer, said manually-activated device and said display, said processor directing said printer to print a ticket when said manually activated device is activated and communicating with said control computer to provide data to said control computer relating to the printing of ticket by said printer and receive data from said control computer to control said display to display a predicted wait time.

16. The system of claim 10, wherein said at least one ticket dispenser comprises:

a housing;

a printer arranged in said housing for printing the tickets;

a manually-activated device arranged on said housing;

a display arranged in connection with said housing; and

a processor arranged in said housing and coupled to said printer, said manually-activated device and said display, said processor communicating with said control computer to receive data from said control computer to control said display to display a predicted wait time and provide data to said control computer relating to activation of said manually-activated device, said control computer being arranged to direct said printer to print a ticket when said manually-activated device is activated.

17. The system of claim 16, further comprising a device server arranged in said housing and connected to said processor and said printer, said server managing communications between said processor and said printer of said at least one ticket dispenser and said control computer.

18. The system of claim 10, wherein said at least one ticket dispenser is arranged to print tickets including one or more of:

a time-stamp showing the time the ticket was issued, a predicted wait time to commence service by an individual fulfilling the orders, a predicted time of service and an advertising or marketing message.

19. The system of claim 10, further comprising at least one service-transaction terminal connected to said control computer and arranged to interact with one or more individuals who provide the goods or services.

20. The system of claim 19, wherein said at least one service-transaction terminal is arranged to associate an individual with fulfillment of each order and track start and completion times of each order being fulfilled.

21. The system of claim 19, further comprising arranging said at least one service-transaction terminal to accept input relating to an identification of the individual fulfilling the order.

22. The system of claim 19, wherein said control computer controls said at least one service-transaction terminal to indicate the individual currently fulfilling an order, enable an order fulfiller to call the next customer in the service queue, and enable the order fulfiller to serve a customer having a number earlier in the service queue.

23. The system of claim 22, wherein said control computer further controls said at least one service-transaction terminal to allow changes in the indication of the individual fulfilling orders and the number of individuals fulfilling orders.

24. The system of claim 19, wherein said at least one service-transaction terminal includes a display and a touch-sensitive screen overlay.

25. The system of claim 19, further comprising wireless tags adapted to be worn by the individuals and each of which generates different wireless signals, said at least one service-transaction terminal including an interrogator for receiving the wireless signals generated by said wireless tags and thereby enabling identification of the individuals to be associated with fulfillment of each order.

26. The system of claim 25, wherein said at least one service-transaction terminal further includes a display screen, an entry device associated with said display screen and a processor coupled to said display screen and said entry device to correlate input via said entry device with functions displayed on said display screen.

27. The system of claim 19, wherein said at least service-transaction terminal includes means for enabling generation of a virtual ticket to enable an individual fulfilling orders to fulfill an order not entered through said computerized ordering means or after activation of said at least one ticket dispenser.

28. The system of claim 10, further comprising at least one order printer connected to said control computer for printing out orders received via said computerized ordering means.

29. The system of claim 28, wherein said control computer controls said at least one order printer to print out orders only when the number of the order is the number in the service queue to be fulfilled.

30. The system of claim 10, further comprising at least one display, said control computer being arranged to determine a predicted wait time for the next number in the queue based on orders in the service queue and display the number of the order currently being fulfilled and the predicted wait time on said at least one display.

31. The system of claim 10, wherein said computerized ordering means are arranged to provide a predicted wait time to commence service by an individual fulfilling the orders and a predicted time of service.

32. The system of claim 10, wherein said computerized ordering means comprise at least one processor-containing kiosk linked to said control computer.

33. The system of claim 10, wherein said computerized ordering means are arranged to provide the contents of the order to said control computer.

34. The system of claim 10, wherein said computerized ordering means are arranged to enable alteration of a previously placed order, obtain an update on the status of fulfillment of a previously placed order and cancellation of a previously placed order.

35. The system of claim 10, further comprising alert means to alert individuals fulfilling orders of the presence of a new order.

36. The system of claim 10, further comprising means for enabling conversion of a ticket dispensed by said at least one ticket dispenser into an order entered via said computerized ordering means while maintaining position in the service queue.

37. The system of claim 10, wherein said control computer is arranged to predict the wait time for the next number in the service queue based on orders in the service queue and direct a message to a system monitor when the predicted wait time exceeds a threshold to enable additional individuals to be added to a server pool.

38. A method for monitoring individuals fulfilling orders for goods or services at a provider of such goods or services;

comprising;

assigning each individual a unique identification;

receiving requests for service to fulfill orders via multiple and different ordering channels and placing the service requests into a service queue based on the time at which each is placed regardless of the ordering channel used;

prior to fulfillment of each order, associating each order with an individual to fulfill that order via use of the identification of each individual;

tracking the time required by the individuals to fulfill the orders; and

analyzing the individuals based on their fulfillment time of orders.

39. The method of claim 38, further comprising:

predicting fulfillment times of future orders received via the ordering channels;

assigning individuals to each future order based on expected fulfillment time of orders currently being fulfilled;

predicting a wait time for the next service requests placed via one of the ordering channels; and

notifying the customer placing the next service request of the predicted wait time.

40. The method of claim 39, further comprising notifying a monitor when the predicted wait time exceeds a threshold to enable additional individuals to be added to a server pool.