A PROCESS AND A SYSTEM FOR SERVING CUSTOMERS IN A SPECIFIC QUEUE SEQUENCE

Abstract: A process for serving customers in a specific queue sequence at a plurality of service points, etc., such as bank or post office service points, for example, and a system for carrying out the said process. The process and the sytem make it possible, amongst other things, for customers to be able to select a specific service point, etc. at which service is desired, while maintaining a turn-number system which is common to all the service points. If a customer indicates, when being allocated a turn-number, etc., that he selects a desired service point, etc., the process entails registering the indication in a memory unit (6), the customers being served in numerical sequence at the service points, etc. which are free, and any selective customers being served at their desired service point, preferably when the correct number comes up, and as the selected service point becomes free.

Description: A Process and a System for serving Customers in a specific oueue seαuence . The present invention relates to a process for serving customers in a specific queue sequence at a plurality of service points, etc., such as bank or post office service points, together with a system for carry- ing out the process. The main object of the present invention is firstly to provide a process of the above-mentioned kind which makes it possible for customers to choose a specific service point, etc. at which they desire to be served, -fo example, in a bank or post office, despite the exist¬ ence of a numerical sequence, .system of taking turns which is common to a plurality of service points. Another ■ object is to provide a system which is suitable for carrying out such a process. The said object is achieved with a process according to the present invention which is primarily characterised in that, if a customer indicates-the selection of a desired service point, etc. when being allocated a turn- number, etc., this indication is registered in a memory unit, and that the customers are served in numerical sequence at- the service points, etc. which are free, any customers who have made a selection being served at the desired service point, preferably when the correct number comes up, and as the desired service point becomes free. A system for carrying out the process is character¬ ised in that it comprises a turn-number device with memory facilities and with the possibility for selection of a service point, an information unit connected to the said device and designed to be able to indicate which urn-number is to be served next and at which service point service is to be given, and that at least one terminal is connected to the said device • ,. for trans- O.MPI mitting information to the device from the respective service points. In the following an embodiment example of the subject of the invention is described with reference " to the accompanying drawings, on which .Figure 1 shows the system schematically, Figure 2 shows a turn-number device comprised in the arrangement, which is designed to feed out number slips in the form of a tape from a roll, Figure 3 shows a pulled-out length of the said number slip tape which is made into a roll, Figure - shows schematically a number slip feed-out unit appertaining to the device shown in Figure 2, Figure 5 shows schematically the connection of the electronics comprised in the system, Figure 6 shows schematically the movement sequence of the turn-numbers in the computer programme appertaining to the system, and Figure 7 shows schematically how information is trans- itted in the system. The system according to the present invention com¬ prises basically three different units, namely, a turn- number device 1, an information unit 2, and a plurality of terminals 3 which are connected to the turn-number device 1. The linking of the units 1, 2 and 3 to each other is shown schematically in Figure 1, while the connection of the electronics is shown in Figure 5. The turn-number device 1 which is designed to be installed in a bank or post office or in any other location where the system is to be used and where the customers can see all the service points, comprises a selection unit 5 which enables the customer to select a desired service point, etc., at which he desires to be served, as well as a turn-number allocating unit --4-. A computer 6 which enables the said selection to be put into effect is also expediently comprised in the said device . O.MPΪ - 0 - The system which is preferably designed to be operated from the electrical mains via a connection 7 ? possibly with a current supply provided when the mains supply is interrupted, enables the customer to indicate the selection himself or herself via the said selection unit 5 j preferably before he/she receives a turn-number, by manual operation of the se_fection controls in the form of push-buttons 8, for example, which indicate by means of a signal light, for example, if the .service point to which the push-button S relates, for example, according to the numeral 9 on and/or adjacent to it, is free. The information unit 2, which is connected to the computer 6 via a lead 10, for example, consists pre- ferably of a display panel which is known per se and which is equipped with a digital display 11 for indicat¬ ing which turn-number is to be served next and also a display arrangement 12 for indicating at which service point, etc. the customer is to be served. An audible device in the form of a bell 13, -for example, may also be . connected, for indicating that a new turn-number 11 is coming up. The said audible device 13 may also have other functions such as, for example, indicating when there is a fault in the system, as will be described later. The construction of the information unit 2, which can naturally also be other than as shown, for example, with the possibility of audible information of the turn-numbers and service point numbers, will now be described in more detail with regard to its electronics, with special re erence to Figure 5 on the drawings. A shift register 14- with 16 bits is connected to the computer 6 via separate data transmission 15 and clock transmission 16 comprised in the lead 10. A so-called BCD seven-segment with a drive unit 17 is connected in between the shift register 1 and three or four O.V.PI - WiPO seven-segment indicators 18. In addition to the turn-number feed unit 4-, the turn-number device 1 which is shown in Figure 1 and elsewhere, comprises a display panel 19 or the like on which the turn-number which is next in turn to be supplied by the device 1 is indicated, for example, in the form of an illuminated number. The device 1 also has an aperture 20 through which turn-number slips 21 are fed out automatically. This automatic feed is made possible due to the feed unit 4- and monitoring and actuating devices. The turn-number slips 21, 21' and so on are joined together as shown in Figure 2 to form a tape 22 and are wound up in the form of a roll 23 which is supported on an axle 2 and is looped around and controlled bj separate control rods 25 and 26 respectively, located at a mutual distance from each other along the feed-out from the roll 23. The tape 22 can be driven by means of a rubber roller 2 which transmits the drive movement from a motor 29, via a toothed belt 28, for example. A device in the form of a pressure roller 30 which is located counter to the drive roller 27 is mounted so that it can be pirat¬ ed in the direction .from the tape 22 and the drive roller 27 in the direction of the arrow by a linked-arm device 3 which consists of four arm links 31A - 31-D. By rotating the link 3 A in the clockwise direction, as shown on the drawing, the said pressure roller 30 is lifted from the tape 22, allowing a new ticket tape 22 to be inserted in the unit -4-. A switch 32 is connected to the drive arrangement 27 - 28 for the tape 22 so that, for example, when the switch is actuated in the direction towards the right or left respectively, the ticket tape 22 is continuously fed forwards or backwards, and when the switch 3 is se "fc i Ω middle position one turn-number slip 21 is fed out when a preceding slip is obtained by a customer. Oa PI On the other hand, switches 33 a d 3 - respectively are connected to a display panel 1 of the device 1 in such a way that when one of the switches 35 is actuated the supply of numbers thereon increases by one number for each actuation, while actuation of the switch 34- feeds through more numbers at a time, ' for example, ten at a time. The said switching is necessary after a ticket roll 23 has been changed, so that the number on the display panel 9 will correspond to the turn-number which is due to be supplied by the device 1. Figure 3 -shows a preferred form of a ticket tape 22 which is suitable for use in a device 1 constructed according to the invention. The number slips 21, 21' located in sequence one after the other.have a gap 21A, preferably in the centre of the tape 22, the function of which will be explained later. At the edges of the tape 22 weakened areas in the form of perforations 21B, for example, are provided with the aim of facilitating separation of the tickets 21, 21' from each other when they are fed out of the device 1. As can be seen from Figure 4-, two photocell units 35 and 36 respectively, located at a mutual distance from each other along the tape 22, are mounted on either side of the path along which the ticket tape 22 is designed to pass through the device 1. One part 35A of the rear photocell unit 35 is supported by the con¬ trol rod ' 25, and its other part 35B is supported by the rod 4-A of the unit 4-, while the two parts 36A and 36B respectively of the front photocell unit 36 are supported by holders 37 and 38 respectively on either side of the ticket feed-out opening 20. The two photo¬ cell units 35, 36 are intended to monitor the position of the ticket tape 22 and transmit information to the drive arrangement 27 - 29 for the tape 22. The rear unit 35 is arranged so that it can shine through the gap 21 between the tickets 21, 21' when the tape 22 6 - is fed out into the correct position, while the front unit is designed so that it is not able to shine through the ticket tape 22 in the said position. The drive unit 4- and the said control units 35, 36 which 5 are connected to the computer unit . 6 via a connection 37 j are designed to give the alarm, for example, by signalling, when there is a long delay between in¬ dication of the gap 21A on the ticket tape 22 while it is being fed through. Each indication is also trans- 10 mitted to the display panel 1 for giving out a new number, i.e. the same number as is on the new ticket 21 which is about to be separated from the ticket tape 22. The computer 6, which is shown schematically in Figure 5, preferably comprises a read-write memory 6A, 15 a read only . emory 6B, a central processor unit 6C and an input-output unit 6D, which can be connected in the way which is shown on the drawing. The bell 13 is.connected to the said computer 6 via a bell connec¬ tion 38. 20 A terminal 3 , 32, 33) 34- etc. is intended to be installed so that it is easily accessible to the cashiers- at the respective service points, and is connected to the computer 6 via leads 15A and 16A respectively, and 39, 4-0, as shown in Figure 5. Such a terminal 3 may 25 consist of a terminal number generator 4-1 with two switches -4-2 and -4-3 respectively which are connected to push-buttons 4-4-, 4-5 or similar controls, which signal to the device 1 to feed out a new turn-number or that the service point is closed. The number-indicating 30 window 4-6 on the terminal 3 is of a similar type to the indicating arrangement 11 on the information unit 2, and is constructed in a similar way, but without the service point indication and the bell. Figure 6 shows schematically the sequence of events 35 in the computer 6 when the turn-numbers move on in the computer programme. The left-hand column 4-7 relates to OMPI turn-numbers which have been fed in with any service point registrations, for example, turn-numbers 10, 11 and 13 with no service point selection, but number 12 with indication of the selection of service point 2. The right-hand column -4-8 relates to the feeding out of the turn-numbers with reference to the service points. For example, turn-number 3 is referred to service . point 2, turn-number -4- is referred to service point 1, and so one. When a ticket 21 is taken out of the device 1 the said turn-number and any indication of service point are transmitted to the bottom of the left-hand column 4-7- The turn-number which is at the top of the said column, for example 10 -,is next in turn to be served when any service point whatsoever becomes free, while, for example, turn-number 12 with service point selection 2 is next in turn to be served when turn-number 12 reaches the right-hand column 48 and when service point 2 is free. If service point 2 is engaged at that time the customer is passed over and the next turn-number is fed out, for example, service point 3 — 4-, since this customer has not in¬ dicated selection of any particular service point. Only when the service point 2 is free is the number 12 - 2 fed out onto the display panels 11 and 12. It is expedient if the turn-numbers are fed out- to the information unit 2 with at least a 5 sec interval between them so that customers are able to absorb the turn-number and the service point information. When the column -4-7 is empty the terminal 3 is designed to prevent new ticket numbers being fed out. The transfer of information between the computer 6 and the information unit 2 and the terminals 3 is effected in the following way (reference is made here to Figure 7): A transmission consists of, for example, 16 clock impulses 16 and a dead period T. Data informa¬ tion 15 which arrives first is clocked into the shift O.MPI <JV- wiPo - 8 - register - by the upwards moving part 16' of the clock signal 16. This is repeated 16 times, after which the dead period T is detected by a circuit -4-9 and produces strobe pulses which transmit the information to the drive units 17 for the seven-segment indicators 18. The functioning of the system is as follows: When receiving a turn-number slip 21 the customer is requested by a notice on the device 1, for example, to indicate if a special service point is desired, by pressing the push-button 8, etc., for example, which corresponds to the designation 9 on the desired service point. The said push-button 8 is designed to flash, for example, for around 10 seconds, during which time the turn-number slip 2 " must be taken out of the device for the indication of the service point to be registered. As stated, the .said push-buttons . 8 are designed to light •up or to indicate in some other way if the relevant service point is free. The indication and the removal of a turn-number slip is recoreded in the computer 6, whereupon a new ticket 21 * with the next tum-number is fed into the position or removal from the device in the way described above, by means of the feed unit 4-, and the said turn-number is indicated on the panel 19 of the device 1. The information from the cashier on the terminal 3 at the respective service points is trans¬ mitted to the device 1 and the computer 6 so that the turn-number which is next in turn to be fed out of the column -4-7 in Figure 6, the top one, is indicated on the panels 11 and 12 respectively of the information unit 2. Eowever, this does not occur if a particular service point has been indicated by the customer and the said indicated service point does not correspond with the free service point. If this is the case, the said customer is automatically held waiting until his indi- cated service point is free,and a new turn-n mber is fed out, and so on. If the service point at which the -BURHATT OMPI customer indicated he wishes to be served is closed, then if the terminal 3 does not indicate that the said service point has been selected the said customer is transferred to any other service point whatsoever when his allocated turn-number comes up. Each time a new number is fed out a time, such as 10 minutes, for example, can be set for the terminal 3 involved. The said time is reduceddown towards nil when there are customers waiting to be served. When no more customers ane waiting to be served, "which is automatically de¬ tected through the left-hand column -4-7 in the computer 6, the count-down is halted and when the time has elapsed the terminal 3 and the service point are closed auto¬ matically. The system can also be designed to indicate if there is too long a queue at every open terminal and -service point, by monitoring automatically the number in the column 4-7 and dividing by a certain number and indicating if the queue for service points is too long, by ringing a bell a certain number of times, for example, and indicating that further service points should be opened. When the column 4-7 with the turn-numbers has been empty for a certain predetermined period of time, such as 5 minutes, for example, the panels 11, 12 of the information unit 2 with the indication at the terminals can be taken out automatically, by switching them off, for example, and thereafter automatically switched on and illuminated again when a turn-number is once more removed from the device 1, or switched on for a shorter period, of around 10 seconds, for example, when a signal is generated from a service point terminal 3. Preferably, it will be indicated, for example, by a flashing lamp clearly visible to the customer and located at the respective service " points, which service point the customer is being referred to when the right turn-number is fed out. OMPI The invention is not limited to the embodiment which is described above and shown on the drawings purely as an example, but its details can be modified within the frame of the following Patent Claims. The system is naturally not restricted to turn-numbers in the form of tickets, but .other forms are of course also possible. Other applications than service points in post offices and banks are naturally also suitable for the system. It is of course possible to connect a camera to the system to make it easier to catch any robbers, against whom the present system provides an important deterrent, since the end of the queue is preferably located some way away from the service points. It is also possible to make a button, etc. available on the device, for customers with urgent requirements to use, for example, at ticket sales offices and the like where it is important that a certain specific time should not be exceeded.

Claims: P a t e n t C l a i m s 1. A process for serving customers in a specific queue sequence at a plurality of service points, etc., such as . the service points in a bank or post office, for example, characterised in that if the customer indicates, the selection of a desired service point, etc. when being allocated a turn-number, etc., this indication is registered in a memory unit (6), and that the customers are served in numerical sequence at the service points, etc. which are free, any customers who have made a selection being served at the desired service point, preferably when the correct number comes up, and as the desired service point becomes free. 2.' A system for carrying out the process according to Patent Claim 1, characterised in that it comprises a turn-number device (1) with memory facilities and with the possibility for selection of a service point, an information unit (2) connected to the said device (1) and designed to be able to indicate (11 and 12 respectively which turn-number is to be served next and at which service point service is to be given, and that at least one terminal (3) is connected to the said device (1) for transmitting information to the device (1) from the respective service points. 3- A system according to Patent Claim 2, characterised in that the turn-number device (1) comprises a computer (6) which is designed to control the selection and memory units (6A, 6E) and the eeding out (6C, 6D) of turn-numbers, this co putor (6) preferably consisting of a read-write memory (6A), a read only memory (6B), a central processor unit (6C) and an input-output unit (6D). O PI - 12 - ■4-. A system according to either of Patent Claims 2 - 3, characterised in that each of the terminals (3 1, 32, 3^, etc.) which are designed each to be arranged at its respective service point, have manually- operated ' controls (-4-4-, 4-5) for informing the said device (1) at least if the service point is free or if the service point is closed. 5. A system according to Patent Claim -4-, character¬ ised in that the terminal (3) is designed to show which turn-number is being served, preferably on a digital display (4-6) appertaining to the terminal (3), the device (1) preferably being designed in such a way that the value of the said number which is shown is less than the turn-number which is next in turn to be fed out of the device. 6. A system according to any of Patent Claims 2 - 5, characterised in that the turn-number device (1) is equipped with . manually-operated selection controls (8). in the form of push-buttons, for example, which des- ignate various service points (9), these controls (8) preferably being designed to indicate, by indicator lights, for example, if the respective service points are free, and that the device (1) comprises an arrange¬ ment (19) which indicates which turn-number is next in turn to be fed out of the device (1). 7. A system according to any of Patent Claims 2 - 6, characterised in that the turn-number device (1) com¬ prises a number-slip feed unit (-4-) which is designed to feed out a turn-number slip (2 1 , etc. automatically into a position.in which it can be grasped when the slip (21) supplied immediately before it into the grasping position is removed from the device (1). 8. A system according to Patent Claim 7, character¬ ised in that in a number-slip tape (22) which is pre¬ ferably wound up in the form of a roll (23), there is a gap (21A) between each two adjoining slips (21, 21') in the row, which pre erably have weakened areas in the form of perforations (21B), the gap (21A) being designed so that it can be monitored by means of a . photocell unit (35 or 36 respectively), for example, which is connected to the feed-out unit (-4-). 9- A system according to either of Patent Claims 7 - 8, characterised in that a monitoring device in the form of a photocell unit (36), for example, is designed to monitor the position of a number.slip (21) which has been fed into the grasping position, and to transmit information to the feed-out unit (-4-) which is designed to feed out a new slip (21 ') automatically. 10. A system according to any of Patent Claims 3 - 9, characterised in that the number slip feed-out unit. (-4-) comprises a shift register (14-) which preferably com¬ prises 16 bits with data transmission and clock trans¬ mission (15 and 16 respectively), one transmission (16) .. being designed to consist of 16 clock impulses and a dead period (T) and which is designed to clock the data information (15) which occurs first with 16 times repe¬ tition, into the shift register from the upwards moving part (16') of the clock signal (16), after which the dead period (T) is detected by a circuit (49) for giving out a strobe pulse to the indicators (18) of the drive units (17).

Inventors: PETTERSSON PER MARTIN, SALIN RUNE, PETTERSSON, PER, MARTIN, SALIN, RUNE
Applicants: PETTERSSON PER MARTIN, SALIN RUNE, PETTERSSON, PER, MARTIN, SALIN, RUNE
Application year: 1982
Main classification: G07C11
IPC codes: G06F3, G06Q50, G07B5, G07C11