Abstract:
A body-mounted electronic audio device playing prerecorded audio statements automatically issued as directed by wirelessly connected stationary computer decision-making using input from wearers and devices within the workplace environment to support to improve operational efficiency and effectiveness especially those in fast food stores.

Description:
CROSS-REFERENCE TO RELATED APPLICATIONS 
       [0001]    This application claims priority under 35 U.S.C. §119(e)(1) to U.S. Provisional Patent Application Ser. No. 60/914,610, filed Apr. 27, 2007, entitled “Automated Audio Operation Support Device and Methods” and bearing Attorney Docket No. T589.102.101; the entire teachings of which are incorporated herein by reference. 
     
    
     BACKGROUND 
       [0002]    There are businesses that require exceptionally quick response to customer orders. Fast food operations are such a business and require immediate team effort to respond to customer requests. This places considerable pressure on the preparation/team system to communicate order knowledge and work cooperatively to achieve a changing mission while maintaining cleanliness and quality. Many fast food operations use headsets, fixed microphones for relaying orders by voice, or point-of-sale data driven displays to relay orders. Oftentimes orders are not heard, heard incorrectly or not seen quickly enough to respond acceptably to satisfy customers. Further, custom order requests can be missed. Crew members in these environments work as a team. One crew may begin cooking hamburger patties while a second assembles the last batch of cooked or ‘held’ patties into sandwiches and a third obtains a box of patties from a walk-in freezer. With increased customer traffic (e.g., a large group of students arrive after school or a bus stops for lunch), the coordination gets even more difficult. If one or more of the crew is new and in training, efficiency will lessen and quality, response times and customer satisfaction are jeopardized. Fast food employee retention is on average short so several crew may be in training at any given time. 
         [0003]    Therefore there exists a need for improved devices and methods for providing better communication, coordination, training and crew response. These system support improvements need to be individualized, just in time and automated. It should validate activities such as facility and equipment cleaning, store opening/closing, staff coordination, response to point-of-sale (POS) orders, crew changes, and product delivery speeds. It should ease the burden of management due to crew turnover and reduce product risks from unqualified crew performance. Further, a need exists for a device and system to track and improve crew retention, productivity, quality and cleanliness. Such a system should do so without distracting from normal operations, crew interaction and customer experience. It should also provide management and store ownership with broader and more-timely information, recommendations and governance support. 
       SUMMARY 
       [0004]    Aspects of the present disclosure address one or more or all of the above concerns. One aspect of the present disclosure relates to automatically providing operational support statements via a crew response system for improving custom Production facilities such as those found in a fast food restaurant. Statements are selected for play by a software program run on a PC or server. This computer monitors the store&#39;s operation and determines how best to manage, direct and support the Crew using pre-recorded statements. One version of the system design uses statements stored on a PC/server and broadcast individually to Crew receivers for audio play. Another version of the system is where the PC/server wirelessly sends a signal to the Crew device for statement selection and play from audio statements stored on the Crew device. In either case, the crew hear voiced messages on their body-mounted, wirelessly connected electronic audio device. The statements may be selected based on real-time and/or historic activities such as POS, restroom door and equipment sensors, crew performance and responses, etc. They may also be selected based on parameters set by store management, owners or corporate offsite operations personnel. In systems where statements are generated on the mobile device, custom statements can be installed when docked. Custom statements can be recorded and sent immediately or as desired on systems where PC/servers generate statements. Optionally this may be used to forward voice mail to mobile systems. 
         [0005]    Another aspect of the system is a wireless response device. This may be integrated into the Crew mobile device audio player or as a separate send-only wireless device. In either case it permits the crew after hearing the statement to send a response or issue a request at anytime. A one-button response method can be employed where the number of presses within a designated time has different response meanings. A multiple button response method sends a code and meaning dedicated to each button. Combinations of the two methods are contemplated. In either case or using other input or send methods such as speech recognition or touch screens, the system provides two-way communication to verify message reception, understanding, task completion, message repetition, request or interact with training steps or other responses. The system may monitor POS sales, inventory, and Crew numbers, performance, location/assignment and experience. The Crew body-mounted device may play music between or behind the automated statements. This system may require a response before permitting the music to continue play or become acceptably loud. The music may be Crew selected and may become an incentive to improve attention and job retention. 
     
    
     
       BRIEF DESCRIPTION OF THE DRAWINGS 
         [0006]    The accompanying drawings are included to provide a further understanding of the present disclosure and are incorporated in and constitute a part of this specification. The drawings illustrate some embodiments of the present disclosure and together with the description serve to explain the principles of the disclosure. Other embodiments of the present disclosure and many of the intended advantages of the present disclosure will be readily appreciated as they become better understood by reference to the following detailed description. The elements of the drawings are not necessarily to scale relative to each other. 
           [0007]      FIG. 1  is a diagram of one embodiment of an Automated Audio Support System of the present disclosure. 
           [0008]      FIG. 2  is a diagram and illustration of one embodiment of a body-mounted device with integrated one-way wireless response button useful with the system of  FIG. 1 . 
           [0009]      FIG. 3  is a diagram and illustration of one embodiment of a body-mounted device with a separate one-way wireless response button useful with the system of  FIG. 1 . 
           [0010]      FIG. 4  is an illustration of one embodiment of a multiple response button body-mounted device useful with the system of  FIG. 1 . 
           [0011]      FIG. 5  is a diagram and illustration of one embodiment of a body-mounted device with the remote speech recognition response button useful with the system of  FIG. 1 . 
       
    
    
     DETAILED DESCRIPTION 
       [0012]    In the following Detailed Description, reference is made to accompanying figures and forms a part hereof, and in which is shown by way of illustration specific embodiments in which principles of the present disclosure may be practiced. It is to be understood that other embodiments may be utilized and structural or logical changes may be made without departing from the scope of the present disclosure. The following detailed description, therefore, is not to be taken in a limiting sense, and the scope of the present disclosure is defined by the appended claims. 
         [0013]    An automated audio support system  10  providing prerecorded statements to guide a worker (or “Crew”) through activities is shown in  FIG. 1 . In general terms, the system  10  is ideally suited for a fast food operation work environment, and includes a base controller (e.g., personal computer or server)  12 , a wireless transmitter/receiver or router  14 , a plurality of portable body-mounted, automated audio support devices, and a plurality of body-mounted signaling devices. The automated audio devices and the signaling devices are not shown in  FIG. 1 , but are described in greater detail below. Generally, however, ones of the automated audio devices and signaling devices are provided to, and worn by, various crew members functioning in the work environment, with  FIG. 1  reflecting possible crew members as including crew-in-training  16   a , preparation crew  16   b , point-of-sale crew  16   c , and cleaning crew  16   d . Depending upon the particular work environment implementation of the system  10 , various other crew responsibilities can be designated. Regardless, the automated audio device and the signaling device worn by the individual crew member  16  are adapted to wirelessly communicate with the transmitter/receiver  14 . The transmitter/receiver  14 , in turn, wirelessly communicates with the computer  12 , thereby facilitating delivery (or prompting of delivery) of statements, instructions, responses, etc., between the computer  12  and the various automated audio support devices and signaling devices. 
         [0014]    The transmitter/receiver  14  can further facilitate wireless signaling of information between the computer  12  and one or more auxiliary devices. For example, electronic equipment operated at one or more stations of interest in the work environment can be wirelessly linked to the computer  12 , such as POS station(s)  18   a , drive-thru station(s)  18   b , etc. Similarly, sensor data can be provided to the computer  12 , for example from equipment sensor(s)  20   a , facility sensor(s)  20   b , etc. Other information sources from which the computer  12  can base various decisions upon include authority figures associated with the work environment in question, such as corporate officers  22   a , a store owner/operator  22   b , a store manager  22   c , a store assistant manager  22   d , etc. In this regard, the authority  FIGS. 22  can also receive or view stored information from the computer  12 , either directly or wirelessly (via the transmitter/receiver  14 ). Finally, in some embodiments, the computer  12  is electronically connected to one or more displays  24  at which various, desired information generated and/or stored by the computer  12  can be displayed. 
         [0015]    The computer  12  is programmed to perform one or more operations relating to desired interface with the crew members  16 . In a most basic form, the system  10  operates to play one or more pre-recorded audio support statements to one or more of the crew members  16  via the body-mounted audio support device worn by the crew member(s)  16  in question, with the pre-recorded audio statement facilitating or prompting a desired action by the crew member(s)  16 . The timing and selection of a particular pre-recorded audio support statement is dictated by the computer  12  as described below. In some embodiments, the computer  12  is further programmed to generate the pre-recorded audio support statement and transmit the so-generated statement to the audio support device(s) worn by the crew member(s)  16  in question. Alternatively, the computer  12  is programmed to prompt one or more audio support devices to play a pre-recorded audio support statement stored in a memory of the device itself. As a point of reference, a “pre-recorded audio support statement” can be a complete sentence or sentences, one or more words, or one or more sounds that are formulated into a complete word or sentence via computerized speech synthesis. This feature is represented at  30  in  FIG. 1 . Where desired, the computer  12  can be further programmed to generate (or prompt playing of) supplemental non-statement audio (e.g., music). 
         [0016]    Regardless, the pre-recorded audio support statements generated or prompted by the computer  12  can be based on various information and/or data, such as crew assignments  32 , and crew response and verification  34 . These and other informational items can be processed by a support analysis and implementation module  36  maintained or operated upon by the computer  12 . The support statements can be sent just in time (JIT) and are selected based on production, crew/worker, facility, equipment and sales activities and status. The audio statements are determined by if-then calculations, condition algorithms and/or efficiency formulas or other automated means as performed by the system&#39;s computer  12 . These may be refined as changes are determined to create improved conditions leading to increased profit. New statements are provided and/or initiated wirelessly to a body-mounted device  40  resident with a crew member/worker  16  and generally shown in  FIG. 2 . The crew member/worker  16  replies by issuing a select preprogrammed wireless response as described below. This response validates the communication and provides direction to the computer  12 . 
         [0017]    The formulation, parameters, and number of algorithms upon which the computer  12  is programmed to operate can assume a variety of forms and are a function of the needs and/or concerns of the work environment in which the system  10  is employed. For example, where the work environment is a fast food restaurant, possible algorithms can relate to prompting crew to make more of a particular food item based on an if-then analysis by the computer  12 . Under these circumstances, one possible algorithm can entail if quarter pound hamburger sandwich orders exceeds a predetermined value (e.g., 10) during a predetermined time period (e.g., 4 minutes), more than a predetermined number of times in a predetermined window (e.g., 3 times in a 30-minute window), then the computer  12  prompts delivery of a pre-recorded audio statement that “over-rides” existing crew instructions and orders that more quarter pound hamburger sandwiches be made (e.g., “Make a complete flat or grill area of quarter pounders immediately.”). Another possible algorithm can include if the current standard staffing of the fast food work environment normally utilized for a certain time period (e.g., time of day, day of week, time of year) and weather in combination with recorded sales occurring at point-of-sale counter units and drive-thru point-of-sale units is outside of the (high or low) forecast for the current standard staffing, then the computer  12  sends a pre-recorded audio statement to a manager relating to staffing (e.g., “Additional crew members should be added.”). Yet another possible algorithm can include if responses for crew reaction times are determined as not meeting production times needed to satisfy customer within a predetermined time window, the computer  12  can operate to send up to three different pre-recorded audio statements: a first statement delivered to a store manager alerting the manager as to the problem and possibly naming the crew member(s) giving rise to the problem; a second statement delivered to the crew informing them of the shortcoming; and a third statement delivered to a selected crew member (e.g., an experienced crew member) to assist other crew members in completing a particular task. 
         [0018]    As should be evident from the above, the operation formulas and algorithms operated upon by the computer  12  in prompting delivery of various pre-recorded audio statements can be extensive and varied. They may depend on work environment constraints such as equipment type(s), laws governing operation of the work environment (e.g., crew members must be of a certain age to perform certain tasks), crew quality and mix at the time, orders, available equipment (e.g., two or three grills are up to temperature), crew availability (e.g., in restroom), local product inventory, crew assignments, crew schedule assignment(s), historical performance/ability of each crew, etc. 
         [0019]    The body-mounted, audio support device  40  can assume a wide variety of forms. In one format, the device  40  is a conventional wireless headset (e.g., head mounted with speakers being placed in the wearer&#39;s ears). In other embodiments, the device  40  includes a base  50  and a pair of tubes (or other structure)  52  extending from the base  50  for delivery of audio to the worker&#39;s  42  ears. In some embodiments, the body-mounted device  40  is configured to be worn behind-the-head, with the base  50  maintaining a pair of speakers (not shown), the audio output from which are delivered to the worker&#39;s  16  ears via the tubes  52 . Various configurations of acceptable body-mounted audio support devices are described in U.S. application Ser. No. 12/098,247, filed Apr. 4, 2008, entitled “Mobile Personal Audio Device” and the entire teachings of which are incorporated herein by reference. Regardless, and as further reflected in  FIG. 2 , the body-mounted audio support device  40  operates in response to instructions generated by the computer  12 , and signaled via the wireless router  14 .  FIG. 2  further reflects the computer  12  receiving and acting upon information/data generated at other auxiliary devices, such as the POS register  18   a  and an equipment sensor  20   a  (e.g., fast food equipment). 
         [0020]    In some embodiments of the present disclosure, the device  40  includes a pair of miniature speakers (typically sized and shaped common to ear bud speakers) placed into mounting areas within a single case. The wiring is entirely internal to the single-case connecting the speakers to an audio plug common for audio jack insertion or directly to an internal MP3, for example. The base  50  is optionally configured to accept the insertion of a separate MP3 device, and can include means to assist holding of the combined devices (i.e. surface for clipping, tab or capturing hook). Along these same lines, the base  50  is optionally configured to permit the user  16  to select audio feeds type such as Email, Internet radio, CNN, ESPN, books, music, etc. Optionally, a button on the base  50  permits the user  16  to change or stop the entertainment part of the audio. Another aspect provides a design control such as a valve or hole variable method to permit the user to tweak the appropriate balance between system audio and outside system sounds. 
         [0021]    Typically both aspects and their single remote audio case use connected tubes with ear insertion and/or ear positioning terminals to direct the audio to the ear. The mounting means for either format of the embodiments may vary. Contemplated types include ear loops emanating from the tubes or ear positioning terminals, collar or collar area clipping, over-ear shapes of the tube, terminals, hooks, in-ear catch shapes, catches, clamps, head griping pressure from materials with ‘memory’ shape or internal or external tube shaping tension means (i.e. tensioned internal line, internal or external spring material, formed tube shaping snap on forms), stacked expendable mounting tape, or combinations of the above or with other means common to the industry for holding devices on or near the head. 
         [0022]    In some embodiments, the base  50  maintains a controller (not shown) that controls operation of the speaker(s) (not shown) associated with the device  40 , and programmed or electronically connected to a wireless linking component. The controller can be provided with or connected to a memory that stores the pre-recorded audio support statements referenced above, with the controller playing a particular pre-recorded audio support statement as prompted by the computer  12 . Alternatively, the computer  12  can generate and transmit the desired or selected pre-recorded audio statements to the controller, with the controller in turn simply causing the speaker(s) to output the delivered statement(s). 
         [0023]    Regardless of the controller (not shown) format, in some embodiments, the system  10  further includes a body-mounted signaling device  54  by which the worker  16  can wirelessly signal response(s) to the computer  12 . With the one configuration of  FIG. 2 , the signaling device  54  is provided apart from the audio support device  40 , and is carried by the worker  16 . Alternatively, the signaling device  54  is integrated with the audio support device  40 . 
         [0024]    In some embodiments, the body-mounted audio support device  40  is configured to receive and deliver responses from the worker  16  in a simplified manner. For example,  FIG. 3  illustrates an alternative body-mounted, audio support device  60  with signaling capabilities useful with the system  10  ( FIG. 1 ), and wirelessly interfacing with the computer  12 . The body-mounted device  60  is configured to generate assigned digital wireless responses. For example, the device  60  includes a base  62  maintaining one or more buttons  64   a - 64   d  (it being understood that in the view of the  FIG. 3 , the device  60  includes four of the buttons  64   a - 64   d ; in other embodiments, more or less than four buttons can be provided). A button  64   a - 64   d  press on the device  60  issues a short digital ID burst similar to a garage door opener to tell the PC/server  12  to acknowledge receipt of a message, validate the task completion or other response. Optionally, multiple button pressed during a timeframe (e.g., pressing the button  64   a  twice in succession) can provide an additional response meaning. This is especially helpful in a fast food work environment but is applicable to others. 
         [0025]    In some, non-limiting examples, the first button  64   a  is dedicated to indicate that a message from the computer  12  was received by the worker  16  ( FIG. 2 ); the second button  64   b  is dedicated for indicating that a task has been completed; the third button  64   c  is dedicated for requesting assistance in a performing a task; and the fourth button  64   d  is dedicated for requesting a change in the optional, supplemental audio (e.g., music). Further, the device  60  can include a switch  66  that allows the worker  16  ( FIG. 2 ) to initiate or stop delivery of the optional, supplemental audio as shown in  FIG. 4 . 
         [0026]    Another embodiment of a body-mounted audio support device  80  useful with the system  10  ( FIG. 1 ) is shown in  FIG. 5 . The device  80  again includes a base  82  and a pair of tubes  84  extending from the base  82  for delivering audio from speakers (not shown) carried in the base  82  to the wearer&#39;s ears. In addition, the device  80  includes a microphone  86  that is electronically connected to a controller (not shown) carried in the base  82 . With this construction, the system  10  can operate to switch the device  80  from audio in stereo to audio in mono and speech out in mono as directed by the user. This may happen when the microphone  86  of the device  80  is rotated to the mouth from the ear. It may also send a signal to the PC server  12  ( FIG. 1 ) that speech input is coming and permit the computer  12  to prepare to forward, capture for speech to text analysis, or translate. 
         [0027]    Returning to  FIGS. 1 and 2 , regardless of an exact format of the body-mounted, audio support device  40 , the present disclosure permits the worker  16  to receive audio support statements generated and/or prompted by the PC Support  12 , or the body-mounted device playing supplemental audio (e.g., music) as initiated the computer  12 . The controller carried by the body-mounted audio support device  40  may be directed remotely to play a statement/instruction previously recorded on it. Alternately, the server/computer  12  may broadcast the statement to the body-mounted audio support device  40 . Statements are sequential for some activities like store opening and closing and training. The system  10  may permit message skipping by qualified staff. Custom statements can be sent to staff if the system  10  sends messages from the central PC  12 . This includes newsletters from headquarters placed into the store&#39;s PC or server  12  through the Internet. Alternately, the body-mounted devices  40  may only place new or custom messages when docked to a docking station (not shown). 
         [0028]    In some embodiments, the system  10  is adapted to play music selected by the worker  16  at background level permitting communication by the Crew  16 , and between crew  16  and customers. One way the disclosure provides this ambient sound is the devices  40  ability to permit access through additional opening to the tube  52  to outside of the system  10 . Optionally, this may be adjustable by such means as a valve or hole adjustment. The background music of the Crew&#39;s  16  choosing provides additional incentive for responding to the system  10  requests and job retention. 
         [0029]    In some embodiments, the computer  12  is programmed to select pre-recorded statements in the language of the worker  16  ( FIG. 2 ). Optionally, the pre-recorded statements can be played in more than one language to help the Crew  42  learn new languages and terms. 
         [0030]    In other embodiments, the computer  12  is programmed to forward a task (as a pre-recorded audio statement or instruction) to an available Crew  16  person via the body-mounted device  40  worn by the workers  16 . 
         [0031]    Expanding aspects for the system  10  and body-mounted, audio support devices may be components and process to permit the use of devices by more than one person. This includes such items as voice recognition, biometrics such as fingerprint ID at the device check in/out station and replaceable earpieces. 
         [0032]    Following is an example of the system&#39;s  10  application in a fast food restaurant: 
         [0033]    #1 Hand Cleanliness: The system  10  may include ID sensors  20  for those wearing the body-mounted audio support device  40  for location monitoring. Should a water sensor  20  and/or a soap fill dispenser not be used when the Crew uses the restroom, a reminder audio statement would be sent or prompted by the computer  12 . This would provide a cleaner and safer environment because of the system. 
         [0034]    #2 Crew Coordination Grill Area: The system can better respond to POS changes by providing JIT inventory of both frozen and cooked product. The computer  12  can be programmed to provide assistance (e.g., prompting the delivery of pre-recorded audio statements or instructions) when needed based on product preparation timing as evidenced by observed and analyzed response times  34 . It can better float available Crew  16  to the most needed task like assembling and packaging to speed product to customers. 
         [0035]    #3 Store Manager Staffing: The system  10  can “observe” performance of the Crew  16  and sales. The computer  12  can be programmed to compare historical and weather related impact and make recommendations to the store manager or other authority  FIG. 22  for increases and decreases of number of Crew  16  in advance of the need. Authority  FIG. 22  can obtain recommendations from the computer  12  for Crew performance awards. 
         [0036]    #4 Owner/Operator Store Closing: The system  10  can provide overviews, graphs and charts of store and multiple store performance. The computer  12  can be programmed to provide assurance of proper and timely store opening and closing. The computer  12  can be programmed to verify the store management performance and decisions real-time. It can provide store operation statistics and financial results as they occur. It provides the Owner/Operator  22   b  with communication to management  22   c ,  22   d  and crew  16 . 
         [0037]    #5 Corporate News: The store&#39;s corporate access provides full-time on-line input for such activities as communication and system upgrades, operation updates and corporate announcements via operation of the computer  12 . 
         [0038]    #6 Training: The computer  12  can be programmed to deliver or prompt delivery of automated statements and performance ratings for new Crew and changing operational tasks provides a more full-time support system. The statements can be individualized based on the performance of the Crew or manager in training. Further, information stored in the computer  12  can be used as a reference for those coming back from a vacation or reemployment, as well as JIT training knowledge. The system  10  validates that training has occurred and been successful. 
         [0039]    Although specific embodiments have been illustrated and described herein, it will be appreciated by those of ordinary skill in the art that a variety of alternate and/or equivalent implementations may be substituted for the specific embodiments shown and described without departing from the scope of the present disclosure. This application is intended to cover any adaptations or variations of the specific embodiments discussed herein. Therefore, it is intended that this disclosure be limited only by the claims and the equivalents thereof.