Method and apparatus to determine mean time to service

• US 6,829,583 B1
• Filed: 12/20/1999
• Issued: 12/07/2004
• Est. Priority Date: 12/20/1999
• Status: Expired due to Fees

• Current Assignee: International Business Machines Corporation
• Original Assignee: International Business Machines Corporation
• Inventors: Wagner, Jonathan Mark, Sullivan, Michael Joseph, Knapp, Kenneth C., Santivenere, Michael Daniel
• Primary Examiner(s): Dixon, Thomas A.
• Application Number:
  US09/467,787
• Time in Patent Office: 1,814 Days
• Field of Search: 705/5, 705/6, 705/15
• US Class Current: 705/5
• CPC Class Codes: G06Q 10/02 Reservations, e.g. for tickets, services or events
• CPC Class Codes: G06Q 10/06 Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
• CPC Class Codes: G06Q 50/12 Hotels or restaurants

Abstract

Expected service delays are determined from actual service data captured during service at an establishment. For each party seeking service at an establishment, the time at which the party seeks service and the time at which the party receives, or at least begins receiving, service are automatically captured, by sensors situated proximate to a cafeteria-style service line or from a data processing system-implemented waiting list. A subset of the collected data is selected utilizing defined criteria relevant to service times, such as time of day, level of service as a proportion to overall capacity, etc. An average service delay for parties is then calculated from the selected subset of collected service data. This average service delay is employed in determining an expected service delay for prospective customers, adjusting the average service delay by multiplication with a factor specified to correspond with relevant characteristics of service at the establishment, such as time of day, size of the party seeking service, etc. The projected service delay for a prospective customer is then transmitted from the establishment'"'"'s Web site to the requester.

Claims

1. In a computer-based networked environment in which a service establishment is equipped with sensors and other electronic input devices for electronically collecting service time related data that is passed to a computer, a method for electronically determining service wait times, comprising:

automatically collecting historical data relating to a time at which a party seeks service at the establishment and a time at which the party receives service at the establishment wherein said data is collected via a plurality of electronic collection devices within said establishment;

computing, from a selected subset of the collected data, an average service delay between the time at which a plurality of parties sought service at the establishment and a time at which the a plurality of parties received service at the establishment, wherein said average service delay comprises the historical data;

estimating, based on the computed average service delay, an expected service delay for a party seeking service at the establishment; and

responsive to receiving a request for an estimate of said wait time, transmitting an output of the expected service delay to the requesting party, wherein;

when the requesting party enters said request by connecting to a web site of the establishment that is accessible via the network environment, said output is provided within said web site; and

when the requesting party enters said request in an input terminal at said establishment, said output is displayed on an output device at said establishment.

2. The method of claim 1, wherein the step of automatically collecting further comprises:

saving an entry time at which a customer enters a service line of said establishment, wherein said time is recorded utilizing an entry sensor; and

saving an exit time at which the customer exits the service line, wherein said time is recorded utilizing an exit sensor.

3. The method of claim 2, wherein the step of computing an average service delay further comprises:

matching each time at which a customer exits the service line, when obtained, with an oldest unmatched time at which a customer entered the service line; and

computing a difference between the time at which a customer entered the service line and a time at which the customer exited the service line for each customer within the selected subset of the collected data.

4. The method of claim 1, wherein the step of automatically collecting data further comprises:

saving a time at which the customer is added to a waiting list for the establishment; and

saving a time at which the customer is seated at the establishment.

5. The method of claim 4, wherein the step of computing an average service delay further comprises:

providing an electronic output of the historical delay in a graphical chart, wherein the average delays are illustrated plotted against time.

6. The method of claim 1, wherein the step of estimating an expected service delay further comprises:

adjusting the computed average service delay by a predetermined multiple corresponding to a plurality of possible factors influencing service speed.

7. The method of claim 1, wherein the step of transmitting the expected service delay further comprises:

transmitting a recent history of the computed average service delay;

transmitting a number of parties awaiting service; and

transmitting the expected service delay for a size of the party requesting the expected service delay.

8. In a computer-based networked environment having a service establishment equipped with sensors and other electronic input devices for electronically collecting service time related data, a system for determining service wait times, comprising:

means for automatically collecting historical data relating to a time at which a party seeks service at the establishment and a time at which the party receives service at the establishment wherein said data is collected via a plurality of electronic collection devices within said establishment;

means for computing, from a selected subset of the collected data, an average service delay between the time at which a plurality of parties sought service at the establishment and a time at which the a plurality of parties received service at the establishment, wherein said average service delay comprises the historical data;

means for estimating, based on the computed average service delay, an expected service delay for a party seeking service at the establishment; and

means, responsive to receiving a request for an estimate of said wait time, for transmitting an output of the expected service delay to the requesting party, wherein;

when the requesting party enters said request by connecting to a web site of the establishment that is accessible via the network environment, said output is provided within said web site; and

when the requesting party enters said request in an input terminal at said establishment, said output is displayed on an output device at said establishment.

9. The system of claim 8, wherein the means for automatically collecting data relating to a time at which the party seeks service at the establishment and a time at which the party receives service at the establishment further comprises:

means for saving an entry time at which a customer enters a service line of said establishment, wherein said time is recorded utilizing an entry sensor; and

means for saving an exit time at which the customer exits the service line, wherein said time is recorded utilizing an exit sensor.

10. The system of claim 9, wherein the means for computing an average service delay between the time at which parties sought service at the establishment and a time at which the parties received service at the establishment further comprises:

means for matching each time at which a party exits the service line, when obtained, with an oldest unmatched time at which a party entered the service line; and

means for computing a difference between the time at which a party entered the service line and a time at which the party exited the service line for each party within the selected subset of the collected data.

11. The system of claim 8, wherein the means for automatically collecting data relating to a time at which the party seeks service at the establishment and a time at which the party receives service at the establishment further comprises:

means for saving a time at which the party is added to a waiting list for the establishment; and

means for saving a time at which the party is seated at the establishment.

12. The system of claim 11, wherein the means for computing an average service delay between the time at which parties sought service at the establishment and a time at which the parties received service at the establishment further comprises:

means for providing an electronic output of the historical delay in a graphical chart, wherein the average delays are illustrated plotted against time.

13. The system of claim 8, wherein the means for estimating, based on the computed average service delay, an expected service delay for a party seeking service at the establishment further comprises:

means for adjusting the computed average service delay by a predetermined multiple corresponding to a plurality of possible factors influencing service speed.

14. The system of claim 8, wherein the means for transmitting the expected service delay to the party seeking service from a Web site for the establishment further comprises:

means for transmitting a recent history of the computed average service delay;

means for transmitting a number of parties awaiting service; and

means for transmitting the expected service delay for a size of a party requesting the expected service delay.

15. A computer program product within a computer usable medium for determining service wait times for patrons and allocating accommodations to patrons within a service establishment, comprising:

instructions for automatically collecting historical data relating to a time at which a party seeks service at the establishment and a time at which the party receives service at the establishment wherein said data is collected via a plurality of electronic collection devices within said establishment;

instructions for computing, from a selected subset of the collected data, an average service delay between the time at which a plurality of parties sought service at the establishment and a time at which the a plurality of parties received service at the establishment, wherein said average service delay comprises the historical data;

instructions for estimating, based on the computed average service delay, an expected service delay for a party seeking service at the establishment; and

instructions, responsive to receiving a request for an estimate of said wait time, for transmitting an output of the expected service delay to the requesting party, wherein;

when the requesting party enters said request by connecting to a web site of the establishment that is accessible via the network environment, said output is provided within said web site; and

when the requesting party enters said request in an input terminal at said establishment, said output is displayed on an output device at said establishment.

16. The computer program product of claim 15, wherein the instructions for computing an average service further comprise:

instructions for saving an entry time at which a customer enters a service line of said establishment, wherein said time is recorded utilizing an entry sensor; and

instructions for saving an exit time at which the customer exits the service line, wherein said time is recorded utilizing an exit sensor;

instructions for matching each time at which a party exits the service line, when obtained, with an oldest unmatched time at which a party entered the service line; and

instructions for computing a difference between the time at which a party entered the service line and a time at which the party exited the service line for each party within the selected subset of the collected data.

17. The computer program product of claim 15, wherein the instructions for automatically collecting data relating to a time at which the party seeks service at the establishment and a time at which the party receives service at the establishment further comprise:

instructions for saving a time at which the party is added to a waiting list for the establishment; and

instructions for saving a time at which the party is seated at the establishment.

18. The computer program product of claim 17, wherein the instructions for automatically collecting data relating to a time at which the party seeks service at the establishment and a time at which the party receives service at the establishment further comprises:

instructions for electronically displaying a graphical layout of said service establishment with each accommodation indicated thereon;

instructions for enabling a drag and drop functionality for allocation of one of said accommodations to a respective one of said patrons, wherein when a reservation is being made for a particular accommodation within the establishment, a user of said computer program may select an ID corresponding to the patron and electronically drag and drop that ID on to the accommodation, whereby the accommodation is immediately associated with the corresponding customer;

instructions for recording a time at which said customer ID is dropped on said accommodation as a time that said customer receives said accommodation, wherein only one customer ID representing a single customer or group of customers may be associated with said accommodation at a time.

19. The computer program product of claim 17, wherein the instructions for computing an average service delay between the time at which parties sought service at the establishment and a time at which the parties received service at the establishment further comprise:

instructions for providing an electronic output of the historical delay in a graphical chart, wherein the average delays are illustrated plotted against time.

20. The computer program product of claim 15, wherein the instructions for estimating, based on the computed average service delay, an expected service delay for a party seeking service at the establishment further comprise:

instructions for adjusting the computed average service delay by a predetermined multiple corresponding to a plurality of possible factors influencing service speed.

21. The computer program product of claim 15, wherein the instructions for transmitting the expected service delay to the party seeking service from a Web site for the establishment further comprise:

instructions for transmitting a recent history of the computed average service delay;

instructions for transmitting a number of parties awaiting service; and

instructions for transmitting the expected service delay for a size of a party requesting the expected service delay.