WO2007085826A1 - Service request device, service request reception device, and service request and acknowledgement system - Google Patents
Service request device, service request reception device, and service request and acknowledgement system Download PDFInfo
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- WO2007085826A1 WO2007085826A1 PCT/GB2007/000242 GB2007000242W WO2007085826A1 WO 2007085826 A1 WO2007085826 A1 WO 2007085826A1 GB 2007000242 W GB2007000242 W GB 2007000242W WO 2007085826 A1 WO2007085826 A1 WO 2007085826A1
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q30/00—Commerce
- G06Q30/06—Buying, selling or leasing transactions
Abstract
A service request device, a service request reception device, and a service request and acknowledgement system. The service request device comprises service request means, acknowledgement indication means, and transceiver means. The transceiver means is operable as part of a communication network operating in a licence free area of a communications spectrum. The network has a plurality of request nodes and at least one reception node, each request node comprising an associated service request device, and the or each reception node comprising an associated service request reception device. The reception device includes service request reception means, request acknowledgement means, and transceiver means operable as part of the network.
Description
Title: Service request device, service request reception device, and service request and acknowledgement system
The present invention relates to a service request device, a service request reception device, and a service request and acknowledgement system. More particularly the invention relates to, but is not limited to, a service request device, a service request reception device, and a service request and acknowledgement system for use in hospitality environments eg restaurants, hotels, casinos etc.
The reduction of customer waiting times, thereby improving both customer satisfaction and throughput is a well know goal of hospitality management. Waiting times typically include the time it takes to attract a waiter's or waitresses attention when a customer wishes to make a service request for example to request the bill or to order food or drinks. Once a request has been made there is a further delay while the request is attended to. The delay is often exacerbated by the allocation of different staff members to different duties and different customers. Such allocation means that a member of staff whose attention is attracted is often not the person responsible for attending to the request. In such situations, the customer's request has to be relayed to a different member of staff adding further delay and resulting in an increased risk of error.
The issue of waiting time management is made more difficult in large venues on a plurality of levels, and those with unusual layouts where the line of sight between staff and customers is often obscured. Another goal of hospitality management is to ensure the most effective and efficient use of waiting staff. Optimum staffing levels, for example, have to be maintained such that the restaurant is not overstaffed whilst the customers have an acceptable waiting time. Such staffing level management is made particularly difficult because of the need to accurately predict the daily, weekly and seasonal fluctuations in customer numbers.
Furthermore, in busy restaurants in particular, it is difficult for managers to accurately assess the performance of individuals in order to organise resources more effectively, to allocate bonuses, to isolate and tackle poor performance etc. There are several systems targeted at alleviating at least some of the above issues, however these tend to be overly complex; cumbersome; expensive to install, run, and maintain; and/or difficult for customers to use. Furthermore, where such systems are used the wireless communication utilised is also complex, requiring complex circuitry to provide significant data throughput. This leads to the need for a communication system, which will allow such communication without interference with other similar communication systems in the locality. Hence, restaurant owners are required either to obtain licences for use of the frequency band they intend on operating in, or have to pay a subscription or the like to a third party service provider having such a licence.
Whilst communication protocols are available which allow operation in a licence free part of the spectrum, for example, for key fobs or the like, use of such frequency ranges is not appropriate for existing systems because of the complexity of data being transmitted and/or the nature of the communication circuitry used in the systems.
GB2190526 does disclose a relatively simple system comprising table units having a plurality of buttons for allowing a customer to make a simple service request. When a customer presses one of the service request buttons the unit "wakes up", transfers the request to memory, and waits until the system provides a poll start code indicating that transmission of the request may begin. On receipt of the poll start code the unit transmits a message incorporating the request, using RF communication, to a central service or 'master' unit, which then processes the message, sends it to a 'server' unit (for 'server' staff such as waiters) and sends an acknowledgement back to the remote unit.
The server unit comprises a mains-powered large wall-mounted display having an array of display areas, one for each table covered by that particular unit. Each display area has a plurality of LEDs, one for each service request type. In large restaurants several 'server' units may be required. Hence, the server unit
is particularly bulky, lacks flexibility, and requires line of sight visibility between the unit and waiting staff.
The master unit is similar to the unit in terms of electrical circuitry, but is adapted to handle data throughput, as a central message co-ordinator, receiving, queuing, and sending out request / acknowledgement messages as required.
The master unit and the server units require a relatively high data throughput and constantly consume power while the system is operating. Hence, the server and master units have to be mains powered. This issue is compounded by the use of RF two-way pager communication technology, which is a relatively high power consumption communication technology. The disclosure in GB2190526, for example, describes use of a transceiver of the type used in the "Model 49-SA" communicator, a relatively high-powered RF two-way radio.
The system is designed to alleviate the power consumption problem by ensuring that the remote unit enters a sleep mode when not required to transmit. However, the typical battery life of the unit is still extremely limited.
US 2004/0143503 discloses a table call unit, which in the main embodiment forms an optional part of a more complex system for automated ordering. The table unit is connected to a call status display comprising coloured lighting arrangements, which displays a service request associated lighting pattern in response to a particular button being pressed. In the most basic configuration the lighting arrangement is located on, or in the vicinity of, the table call unit for visual recognition by a waiter.
In a more complex example, designed for restaurants in which tables are obscured in booths or the like, the table call unit is provided with a 'plug-in' wireless module for transmitting requests to a central display, via a wireless local area network (LAN) based around 802.11 x technology. A wireless LAN is used because the main embodiment of the system requires complex communication of orders placed on an 'E-menu', although a simpler system based on the table call unit alone is also described. US 2004/0143503 does disclose the possibility of using wireless cellular phone technology.
Furthermore, transmission of requests is via one-way communication only, meaning that the request cannot be acknowledge over the communications
link.and so the customer s unaware that the service request is being acted upon. Receipt of acknowledgements via the LAN or cellular network would require circuitry, which would render the table units overly expensive, especially as a large number of the units would be required in a busy establishment. The table call unit is described as including an RFID transceiver. However, this is not used for transmission of service requests, but is instead used for the transmission of a table ID to an E-menu. RFID transceivers may be passive (powered by a received carrier), or active (powered by a local power source), but in either case are unsuitable for transmission of data such as service requests. Indeed the transceivers are described as being set to a low power thereby requiring the close proximity of the E-menu and avoiding interference with other transceivers. The RFID transceivers described, therefore, cannot be used for interaction with the central server.
The system shares many of the disadvantages of the system disclosed in GB2190526. Transmission of data via a LAN or cellular network, for example, is highly power consuming and requires payment of a subscription to a service provider by each restaurant using the system.
WO 03/054760 A1 also discloses a table unit in the form of a "table transmitter", which acts as a pager for sending any of a plurality of reprogrammable text messages either to a pager, being carried by a waiter, or to a host station, via a wireless data controller. As with GB2190526, this uses RF paging technology to transmit a relatively complex text message, and as such is a relatively high power consumption communication technology. As described previously, the use of the RF pager spectrum requires a subscription, or the like to an appropriate licence holder. Whilst it may the ability to reprogram the messages according to restaurant requirements, such a feature results in a large amount of data being transmitted with each request, thereby drastically reducing battery lifespan considerably.
US 6973437 B1 and US 2003/0078793 both discloses extremely complex "table units" forming part of much more complex systems. In addition to simple requests, the units allow additional functionality such as entertainment options, and the display of menu options, bill totals, and advertisements or the like. Such
units, however, require large data throughput and as such have to be implemented using expensive technology operating in licensed parts of the communications spectrum. In the case of US 2003/0078793, for example, communication is via a wired or wireless LAN. US 6973437 B1 is unclear as to the appropriate type of wireless technology to use but does describe the potential use of a compact computer using IR, RF, wired connection or cellular transmissions. It also describes the potential use of a pager, mobile phone, or other similar device. With the exception of IR all these communication technologies require the use of licensed parts of the communication spectrum. Furthermore, IR would seem inappropriate for the type of data being transmitted (e.g. games and adverts) because of line of sight requirements.
Another disadvantage of all of these systems is the requirement for communication to be routed through a central server, or other communications unit, which can create problems where certain tables are in wireless 'black spots' or the like, or where a restaurant is on several levels.
The present invention seeks to provide an improved service request device, an improved service request reception device, and an improved service request and acknowledgement system, which mitigates at least some of the above problems. According to one aspect of the present invention there is provided a service request device for alerting restaurant staff of a request for service, the device comprising: service request means for allowing a customer to make a request for service; acknowledgement indication means for indicating that said request has been acknowledged; transceiver means for wirelessly transmitting said request and receiving said acknowledgement; wherein said transceiver means is operable as part of a mesh communication network having a plurality of request nodes and at least one reception node, each request node comprising an associated service request device, and the or each reception node comprising an associated service request reception device. Preferably the communication network operates in a licence free area of a communication spectrum.
Use of a communication network operating in a licence free region of the communications spectrum is generally considered inappropriate because of the relatively low data throughput capability. The design of the system, however, allows for relatively small packet structures compared to known technology, thereby making the use of protocols/chips designed for communication in the licence free area possible. Use of such protocols/chips is particularly advantageous because they allow for a lower power consumption, and greater flexibility to introduce and remove nodes from the network, when compared to the existing technology designed to operate in licensed parts of the spectrum. According to one aspect of the present invention there is provided a service request reception device for receiving and acknowledging a request for service made by a device according to any preceding claim, the device comprising: service request reception means for receiving said request; request acknowledgement means for acknowledging said request; transceiver means for wirelessly receiving said request and transmitting said acknowledgement; wherein said transceiver means is operable as part of a mesh communication network having a plurality of request nodes and at least one reception node, each request node comprising an associated service request device, and the or each reception node comprising an associated service request reception device. Preferably the communication network operates in a licence free area of a communication spectrum.
According to another aspect of the invention there is provided a service request and acknowledgement system comprising: a plurality of request nodes and at least one reception node, each request node comprising an associated service request device and the or each reception node comprising an associated service request reception device.
The invention will now be described by way of example only with reference to the figures in which:
Figure 1 is a block diagram illustrating a service request and acknowledgement system according to the invention;
Figure 2 is a simplified exploded perspective view of a service request device according to the invention;
Figure 3 is a block diagram illustrating the configuration of the service request device of figure 2; and
Figure 4 is a flow diagram illustrating a possible mode of operation of the system of figure 1 ; and Figures 5A to 5K are graphs and tables showing an analysis of information and data obtained from the system of Figure 1.
In the description, the use of the devices and system will be described with reference, in particular, to the example of a restaurant. It will be appreciated, however, that the invention has many other applications, for example, in pubs, clubs, casinos, cinemas, hospitality suites, conferencing rooms, hotels, etc.
Furthermore, the invention has outdoor applications such as in beer gardens or the like.
In figure 1 a service request and acknowledgement system is shown generally at 10. The system comprises a plurality of service request nodes 12, at least one service request reception node 14, local data storage and retrieval means 16, and remote data storage and retrieval means 18.
Each service request node 12 is provided with an associated service request device 22, and each reception node is provided with an associated service request reception device 24. In operation, each node 12, 14 is interconnected wirelessly in a mesh network such that there are a plurality of possible paths that a communication packet sent from one of the nodes may take to reach another of the nodes.
In typical operation, a service request is made on an originating request device 22 and is sent from the associated request node 12, either directly or indirectly, to a responsible service request reception node 14. Once received, the service request is either manually, or automatically assessed by means of the reception device 24 at the responsible node 14 and an appropriate acknowledgement sent back, either directly or indirectly, to the originating node
12 and hence device 22. Data relating to service requests may be stored on the responsible device
24 for later retrieval and/or analysis. The or each reception device 24 is operable for wireless and/or wired interconnection with the local data storage and retrieval
means 16, for the retrieval and/or analysis of any data stored on the device 24. Alternatively or additionally, the or each reception device 24 may be operable for wireless interconnection via a network 26 to the remote data storage and retrieval means 18. The local data storage and retrieval means 16 comprises a computer or the like provided, in operation, at the system premises, for example a restaurant. The remote data storage and retrieval means 18 comprises a computer server or the like provided, in operation, at a remote location. The network 26 may be in any suitable form but will typically comprise a public access network such as the Internet or the like.
Either or both of the data storage and retrieval means 16, 18 may have means for storing the data, typically in the form of a memory, and means for processing the data in the form of a microprocessor for analysing and presenting the data in a desired form.
In the network shown in figure 1 , the nodes are shown as a fully interconnected mesh. However, it will be appreciated that at least some of the nodes 12, 14 of the network may be wirelessly interconnected with only a subset of the other nodes 12, 14 to form a partially interconnected mesh, star, tree, star/mesh hybrid and/or other network. The precise network topology selected will depend on the application. For example, a partially interconnected mesh or hybrid mesh/star structure may be used in a restaurant on multiple levels and having alcoves, which act as wireless "blind-spots" relative to the or each service request reception node.
In figure 2, the physical construction of a service request device 22 is shown. The device 24 comprises a housing 30 having an upper portion 32 and a base portion 34, and an electronics portion 36.
The upper portion 32 of housing 30 comprises a generally hollow dome shaped structure. Similarly, the base portion 34 of housing comprises a generally dish shaped structure having a flat base 38. The upper and base portions 32, 34 are mutually engageable to form a sealed housing substantially resistant to fluid
ingress to an appropriate standard. For example, where the unit 22 is required to be splash resistant an initial ingress protection (IP) rating of IP55 may be appropriate. If the unit 22 is required to survive immersion in a liquid (for example to allow washing) then a rating of IP67 or greater is needed. It will be appreciated that the service request device may comprise a housing of any suitable shape, for example, to give a different aesthetic appearance.
The upper portion 32 is provided with a plurality of indicia windows 40, each for representing a particular service or other request. The indicia windows 40 are located for clear visibility when the housing is assembled and resting on the base 38. There may be any suitable number of indicia windows, but typically the housing will include indicia windows for each of the following requests: Service Request - Requesting bill. Service Request - Request to make a drinks order. Service Request - Request to make a food order.
Other Request - Request cancellation of earlier request.
The upper and base portions 32, 34, are fabricated from a clear material, which has been coloured by the application of a coloured paint, dye or the like to an internal face of the housing 30, during manufacture. The windows 40 are fabricated by masking the upper portion appropriately during the application of the colouring. Each window is then provided with appropriate indicia (not shown) representative of the service request associated with it. The indicia may be provided in any suitable manner, but will typically comprise a sticker, decal, etched image, or the like applied to the window 40 on the internal side of the dome 32.
Fabrication of the housing in this manner provides a scratch and water resistant structure having service request indicia, which are difficult to damage or remove.
It will be appreciated that the upper and base portions 32, 34 may be manufactured from any suitable material, for example, injection moulded plastic or the like.
The electronics portion 36 comprises the electronics required to make the request unit 22 operable. It will be appreciated that the electronics portion 36 shown in figure 2 is simplified, and is included purely for illustrative purposes. The electronics portion 36 is configured for robust and stable engagement within the housing 30 when the respective parts 32, 34 of the housing are engaged. The component portions 32, 34 of the housing 30 are detachable to allow access to the electronics portion 34 for example to change a battery or replace a worn out component.
In figure 3, a block diagram illustrating the electronics present in the electronics portion of the service request device 12 is shown generally at 50. The electronics 50 of the electronics portion comprise switching means 52, alert means 54, power supply means 56, communication means 58, and control means 60.
The switching means 52 comprises an array of non-contact switches, having at least one switch associated with each indicia window 40. The switches are located on the electronics portion 36 such that, during operation of the assembled device, when a user places a finger externally on or proximate an indicia window 40 of the housing 30, the or each associated switch is operated. The switches may comprise any suitable solid-state device, but typically will comprise a capacitance sensitive proximity sensor or the like. It is an advantage of using such switches that they have no moving parts. Mechanical switches with moving parts can act as 'bug traps', can affect the ingress protection rating of the unit, can accumulate dirt, and can act as an environment for bacterial build up.
The alert means 54 comprises an array of light-emitting devices, having at least one device associated with each service request indicia window 40. The devices are located on the electronics portion 36 such that, during operation of the assembled device, when a particular device is on the emitted light can be seen through the associated indicia window 40. The light-emitting devices may comprise any suitable device, but typically will comprise a light-emitting diode or the like. The alert means 54 are operable at different lighting intensities to allow different ambient lighting conditions to be taken into account.
The power supply means 56 may comprise any suitable means for providing power to the rest of the electronics 50. Typically, for example, the power supply means comprises a rechargeable battery such as a lithium ion battery, or alternatively a single use battery such as a conventional power cell. It will be appreciated that where the requirements of sealing allow it, the service request device may further be provided with an external port to allow mains charging of any rechargeable battery. Similarly data / communications ports could be provided for upgrading the units internal software. Alternatively, the device and system may be configured to allow software to be upgraded over the network.
The communication means 58 comprises a low power consumption transceiver chip or chipset suitable for inclusion in a mesh or other communication network using an appropriate protocol. Typically, the communication means will comprise an IEEE 802.15.4 standard compatible transceiver chip configured to operate in one of the three licence free bands (2.4GHz, 915MHz, or 868MHz - depending on location). The transceiver may, for example, comprises a ZigBee chip, having an appropriate associated protocol. The protocol, however, may be custom designed.
Whilst protocols / chips based on the IEEE 802.15.4 standard may appear inappropriate because of the relatively low data throughput capability, the design of the system allows for relatively small packet structures making the use of such protocols/chips possible. Protocols / chips based on the IEEE 802.15.4 standard are particularly advantageous because they allow for a particularly low power consumption, when compared to technology designed to operate in licensed parts of the spectrum.
The control means 60 comprises a suitable microprocessor chip. The control means 60 is configured to respond to operation of the switches and/or signals received via the communication means 58 and to control operation of the alert means 54, and/or the transmission of signals via the transceiver chip 58 accordingly. The control means 60 is further operable to assess the status of the power supply means 56 and to issue an appropriate response in the event that
the battery level falls below a predetermined level. The response may include, for example, the issuing of a warning via the transceiver 58 and/or the alert means.
The service request reception device 14 comprises a hand held computing device having an internal clock, a memory for data storage and storage of the device's unique identifier, and display means 62 for allowing a waiter to view service requests, and data entry means (not shown) for allowing acknowledgement, data analysis, navigation of current and past requests or the like. The reception device may comprise any suitable device for example a personal digital assistant (PDA) having an appropriate wireless communication card or the like. Conveniently, the data entry means may be incorporated with the display means 62, which may be touch sensitive in the manner common to known PDAs.
The or each reception device 14, is provided with communication means (not shown), comprising a low power consumption transceiver chip or chipset compatible with the communication means 58 of each request device, and suitable for inclusion in a mesh communication network. Typically, the communication means will comprise an IEEE 802.15.4 standard compatible transceiver chip configured to operate in one of the three licence free bands (2.4GHz, 915MHz, or 868MHz - depending on location). The transceiver may, for example, comprise a ZigBee chip, having an appropriate associated protocol. The protocol, however, may be custom designed.
Another advantage of using such protocols / chips in the request/reception devices is the ease with which they can be added into and removed from a network in an ad-hoc manner without extensive set up requirements. The flexibility to introduce and remove service request devices to and from the system ensures that the network is limited to devices representing tables at which there are customers. Request units can easily be assigned and reassigned to difference table numbers, depending on requirements. Hence, if a table unit fails, or is damaged, it can be replaced with greater than units which are re-assigned to specific tables before a customer arrives.
Furthermore, as discussed above the service request/request reception devices can be configured to act as part of a mesh, partial-mesh or other such network with little or no additional cost. In such a configuration the device acts to receive and pass on service requests from other devices. This allows greater flexibility meaning that service requests do not need to go directly to a central node or the like, but may instead pass from one node to another using any appropriate route. This negates the problems associated with wireless 'black spots' and restaurants on several levels.
It will be appreciated that having a device act as a stepping stone for service requests will result in a higher power consumption for the device. Hence, only a selection of devices need be configured to receive and pass on information, thereby conserving the battery life of other nodes in the system. Extra nodes could, for example, be added at locations where a mains power supply is readily available for powering or re-charging the devices as needed. The or each reception device is also provided with a unique identifier for identifying the specific reception device.
The reception device 24 is further provided with dedicated software for providing appropriate functionality. Typically, for example, the software will provide functionality including request handling, data handling, and control functions.
Request handling, for example, might include interpretation and display of service requests; means for allowing acknowledgement of any request received; and/or means for assigning a service request to a particular staff member.
The data handling functionality might include: service request related data acquisition, manipulation, storage and/or analysis; and/or means for allowing download of stored data to the local and/or remote data storage and retrieval means.
It will be appreciated that the download of stored data from each reception device may occur automatically as the data is collected or manually when data for an appropriate or selected period (e.g. a shift) has been collected.
The control functions will typically include means for uniquely identifying the device; means for mapping the reception device to a specific member of staff;
means for setting the intensity of the light-emitters associated with each request device individually; means for assigning a location identifier to each request device and/or means for tracking wait times and prioritising service requests accordingly. The means for assigning a location identifier to each request device is typically activated when the request device is first activated (switched on) and transmits a signal to the nearby reception device. Alternatively, each request device can have a pre-programmed unique identifier.
Typical operation of the service request and request reception devices will now be described, by way of example only, with reference to figure 4. In figure 4 a state diagram illustrating typical operation and interaction of the devices is shown generally at 80.
In operation, when a customer enters a restaurant, an unallocated service request device is selected for the customer. Initially the selected device is in a deactivated state 82. When the customer is allocated a table, the selected device is activated, and a responsible reception device assigned to the table and hence allocated request device. A location identifier associated with the allocated table is stored in a memory of the allocated request device through interaction with the responsible reception device as indicated at 84. The required intensity of the light-emitters is also selected for the lighting conditions at the allocated table. Alternatively, the intensity could be automatically set by the reception device making automatic reference to a preconfigured lighting database or the like. Thus, the allocated request device, and the responsible reception device enter respective waiting states 86, 88.
It will be appreciated that the responsible reception device may be responsible for a plurality of allocated request units and may simultaneously be in a different state in respect of each device.
When ready to make a service request the customer touches the indicia window 40 associated with that request, thereby operating the associated switch of the switching means 52, and causing the device to enter an associated request state 90, 92, 94. On operation of the switch, the control means 60 responds by initiating operation of the light-emitting device associated with the service request, to indicate that the request has been made and is awaiting
acknowledgement, and by initiating transmission of an associated request packet either directly or indirectly to a reception device.
Each request packet includes data relating to the identity and status of the originating request device. The data packet may include any suitable information but typically will include: a unique identification address; a battery level indication; a location assign signal; a status indication for each service/other request associated switch.
Each packet is configured to carry only the minimum amount of data required. Typically, for example, the packet includes a physical layer and a medium access control layer of known design in association with a data layer comprising six octets for carrying the required information. The first octet comprises information relating to the unique identification address. The second octet comprises four status bits each representing the on/off status of an associated switch, and four location assign bits representing the location assign signal. The third octet comprises battery status information. The next two octets may be used for other associated information, such us customer associated information such as the size and make up of a customer group. Two bits of the last octet are used to provide an indication that the packet is extended, thereby allowing extra information to be transmitted, if necessary, in a plurality of packets. The remaining bits of the last octet are unassigned.
It will be appreciated that this is purely representative and that the packet structure may be arranged in any suitable manner.
The unique identification address identifies the device originating the request and, in operation, is mapped to the allocated table location identifier. The location assign signal is representative of the mapping for the originating device, thereby allowing identification of the location from where the service request originated, by the reception device. The status indications allow the nature of the request to be determined and the level indication allows battery levels of each request device to be monitored. It will be appreciated that location mapping may be stored at the reception node to allow the table to be mapped to the unique identification address after
receipt of the service request. In such cases the location assign signal is indicative of whether the request unit is assigned to a table or not.
Initially, after the request has been made, but before an acknowledgement has been received, the operated light-emitting device is controlled to flash periodically.
On reception of the request the responsible reception device enters a request received state 96, in respect of the originating request device. The service request is then either manually, or automatically assessed by means of the responsible reception device and an acknowledgement signal is sent back, either directly or indirectly, to the originating request device as seen at 98. The responsible reception device then enters a further waiting state 100 in respect of the originating request device. Data relating to the request is stored in the memory for later retrieval, analysis, and/or download. The request may then be attended to either by the staff member to whom the responsible reception device is mapped, or by another staff member assigned to handle the service request.
It will be appreciated that where the network includes several available reception devices the request may be received by all or a subset of the available devices, and appear as an outstanding service request until an acknowledgement signal is sent from the responsible reception device. It will also be appreciated that the system could be configured such that any available reception device may be use to acknowledge the request thereby allowing any associated staff member to take responsibility for ensuring a particular request is completed. Such functionality is particularly useful where different staff members have different responsibilities or where a staff member responsible for a particular table is temporarily unavailable.
On receipt of the acknowledgement signal, the request device enters an acknowledgement state 102, 104, 106 in which it the controller 60 controls the light-emitting device associated with the service request to indicate that the acknowledgement has been received, for example, by coming on continuously. At any time during the service request and acknowledgement process, or after the service request has been attended to, the cancel indicia window may be touched to operate the associated switch thereby taking the originating device
into a cancellation state 108. On operation of the cancellation-associated switch, the control means 60 responds by turning off any light-emitting devices that are operating and by issuing a cancellation request signal to the reception device.
When the service request has been attended to by an appropriate member of service staff, successful completion is logged on the reception device and a cancellation request signal initiated by the staff member pressing the cancellation indicia window.
On reception of the cancellation request the responsible reception device cancels the service request as an outstanding request as seen at 110 and both devices return to their respective waiting states 86, 88. The reception device is programmed to ignore cancellation requests sent a preselected period after the request signal, typically 10 seconds, since it is assumed that the request has been cancelled by the user.
The data stored on the reception device may comprise any suitable request related information but typically includes timing information and identification information.
The timing information typically includes: the time of service request initiation; the time of acknowledgement; the time a request is logged as completed; and/or the time of cancellation. This enables the time taken to complete each request to be calculated and analysed for various times of the day/week/month and for individual staff members.
The identification information typically includes: the type of service request; the identity of the originating device; the location mapping; the identity of the responsible reception device and any associated staff member; and/or the identity of any staff member assigned to attend to the service request.
When a customer is ready to leave, the allocated request device is deactivated and the responsible reception device de-assigned in respect of that device as seen at 112. The reception device then enters a wait for assign status
114 in respect of the deactivated device. The storage of request related data and the provision for such to be downloaded to local and/or remote data storage and retrieval means allows for sophisticated data analysis and management reporting.
At the service request reception device level the stored data allows tracking of wait times and hence the ability to prioritise service requests accordingly.
At the local data storage and retrieval level the stored data for a plurality of reception devices may be collated to allow improved day-to-day local management, for example, by allowing optimisation of human resource levels and shift patterns, identification of patterns in customer behaviour over time, and improved assessment of staff performance.
At the remote data storage and retrieval level the stored data for a plurality of establishments, for example, from a restaurant chain may be collated to allow both local level analysis as described above, and an analysis of individual restaurant performance within a group of restaurants. Such analysis will help senior restaurant managers to determine areas for improvement for example by highlighting restaurants, which might benefit from expansion. Furthermore, since all the data for an individual establishment is provided on the remote data storage and retrieval means, restaurant managers can use the data to assess and manage local establishments remotely. This allows a reduction in the need for experienced management resources at each establishment. Typically a reporting system will be provided at each level, the reporting system comprising all or a subset of: average response times; trending; staffing levels; cancelled requests; effects on revenue; and additional information.
Average response times are gathered at individual service staff member level. Comparisons of average individual response times against an aggregated average either for the local establishment, or for a group of establishments allowing local or senior managers to identify under performing staff, and/or establishments with a particular response time issue.
Trending allows data captured at a local level from shift to shift to be analysed according to chronological trends thereby enabling managers to track trends in service response across seasonal fluctuations and busy periods.
Staffing levels are assessed by comparing the staffing levels for each shift with service response times to determine how staffing levels affect the response
times and thereby analyse how reduced or increased staffing affects response times.
The number of requests cancelled by users without being acted upon is directly indicative of service requests missed by staff and hence, potential missed sales.
Effects on revenue can also be analysed by configuring the system to capture additional information such as customer spend or tip amount. Analysing this by making comparisons with service response times gives an indication of how service levels affect revenue. Additional information may also be manually stored and reported, this information may include information such as customer demographics (party size, male/female split or the like).
Figures 5A to 5G show an analysis of data obtained from use of the above-described system. In the graphs, the X axis is either the number of requests made or the time taken to respond to a request in seconds. In addition, the following legends are used:
REQ: - Requests made ART: - Average response time, i.e., how long (on average) it takes for a guest to be served. In effect, this is the time between a request button being pushed to the cancel button being pushed.
Figure 5A shows the number of requests (Series 1) monitored on a daily basis between the daytime and evening time shifts against the average response time (Series 2). Figure 5B shows an analysis of the numbers and response times for drink requests. Figure 5C shows the same analysis for bill requests.
Figure 5D shows an analysis of the shift averages between request numbers and average response time, whilst Figure 5E shows a comparison of the number of requests for drinks, service and bill over the same week. If one looks at, for example, Figures 5A to 5C, one can see clearly that there is a problem certainly with the Thursday day shift and the Sunday day shift, and the
shift averages shown in Figure 5D confirm this. This enables the restaurant owner to take action to resolve the problem on these two days.
The weekly comparisons chart Figure 5E comparing the number of total requests against the average response time, shows that whilst the weeks beginning 23 October and 30 October were perhaps overstaffed, the other weeks were perhaps understaffed, particularly the week beginning 13 November.
Figure 5G shows a comparison of requests and average response times for all shifts over the period 11 October to 21 November and clearly identifies some problems, for example, in the day shift on Thursday 2 November.
Figure 5H shows a seven day rolling average of the number of requests.
As will be appreciated, the above information enables the restaurant owner to manage his business much more efficiently and to see where any problem areas occur.
The data which is analysed is stored, as previously indicated, in the form of tables such as those shown in Figures 5J and 5K.
Claims
Claims
1 A service request device (22) for alerting staff in a restaurant or the like of a request for service, the device comprising: service request means (52) for allowing a user to make a request for service; acknowledgement indication means (54) for indicating that said request has been acknowledged; transceiver means (58) for wirelessly transmitting said request and receiving said acknowledgement; wherein said transceiver means is operable as part of a communication network having a plurality of request nodes and at least one reception node, each request node comprising an associated service request device, and the or each reception node comprising an associated service request reception device.
2 A service request device according to claim 1 having means (14,
16) for retrieving and storing performance data.
3 A service request device according to claim 1 or 2 wherein said transceiver means is operable as part of a communication network operating in a licence free area of a communications spectrum.
4 A service request device according to any of claims 1 to 3, wherein said request is transmitted using a protocol configured for transmission of information using a packet structure including a data layer comprising a minimum number of data bits.
5 A service request device according to claim 4, wherein said request is one of a plurality of request types, each request type being represented by two or less bits of said packet structure.
6 A service request device according to claim 5, wherein each request type is represented by a single bit of said packet structure.
7 A service request device according to claim 4, 5 or 6 wherein said request is transmitted within a single octet of said data layer.
8 A service request device according to any of claims 4 to 7, wherein said data layer includes a plurality of battery status bits for providing an indication of battery level.
9 A service request device according to claim 8, wherein said battery status is transmitted within a single octet of said data layer.
10 A service request device according to any of claims 4 to 9, wherein said data layer comprises six octets.
11 A service request device according to any preceding claim, wherein said area of said spectrum includes at least one of the frequencies 2.4GHz, 915MHz, or 868MHz.
12 A service request device according to any preceding claim, wherein said device is configurable to receive and pass on requests sent by other service request and/or service request reception devices connected into the network.
13 A service request device as claimed in any preceding claim, wherein said service request means comprises at least one user activated switch.
14 A service request device as claimed in claim 13 wherein said switch has no moving parts.
15 A service request device as claimed in any of claims 1 to 13 wherein said switch is a non-contact switch.
16 A service request device as claimed in any of claims 1 to 13 wherein said switch is a touch sensitive switch.
17 A service request device as claimed in any preceding claim wherein said device comprises a housing fabricated to be substantially splash or immersion resistant.
18 A service request device as claimed in claim 17 when appendant to any of claims 13 to 16 wherein said housing comprises at least one indicia window, each indicia window being associated with the or at least one switch, wherein contact with said window initiates operation of the or each associated switch.
19 A service request device as claimed in any preceding claim wherein said device comprises a housing fabricated from a clear material, said clear material being coloured by the application of colouring to an internal face of said housing.
20 A portable service request reception device for receiving and acknowledging a request for service made by a device according to any preceding claim, the device comprising: service request reception means for receiving said request; request acknowledgement means for acknowledging said request; transceiver means for wirelessly receiving said request and transmitting said acknowledgement; wherein said transceiver means is operable as part of a communication network having a plurality of request nodes and at least one reception node, each request node comprising an associated service request device, and the or each reception node comprising an associated service request reception device.
21 A service request device according to claim 20 having means for retrieving and storing performance data.
22 A service request reception device according to claim 20 wherein said transceiver means is operable as part of a communication network operating in a licence free communications spectrum.
23 A service request reception device according to any of claims 20 to
22, wherein said area of said spectrum includes at least one of the frequencies 2.4GHz1 915MHz, or 868MHz.
24 A service request reception device according to claim 20 or 21 , wherein said device is configurable to receive and pass on requests sent by other service request and/or service request reception devices connected into the network.
25 A service request reception device according to any of claims 20 to 24, wherein said request is one of a plurality of request types, each request type being represented by two or less bits of said packet structure.
26 A service request reception device according to claim 25, wherein each request type is represented by a single bit of said packet structure.
27 A service request reception device according to any of claims 20 to 26, wherein said request is transmitted within a single octet of said data layer.
28 A service request reception device according to any of claims 20 to 27, wherein said data layer includes a plurality of battery status bits for providing an indication of battery level.
29 A service request reception device according to claim 28 wherein said battery status is transmitted within a single octet of said data layer.
30 A service request reception device according to any of claims 20 to 30, wherein said data layer comprises six octets.
31 A service request reception device according to any of claims 20 to 30 further comprising data recording means for recording data related to said service request.
32 A service request reception device according to claim 31 wherein said data recording means is configured to store data including a time between each service request and each associated acknowledgement.
33 A service request reception device according to claim 31 or 32 wherein said data recording means is configured to store data including the time between each service request and an associated cancellation of said request.
34 A service request reception device according to claim 31 , 32 or 33 wherein said data recording means is configured to store data including the number of cancelled service requests for a member of staff, an establishment, and/or a group of establishments.
35 A service request reception device according to any of claims 31 to
34 wherein said data recording means is configured to store data including the number of service requests acknowledged using said reception device.
36 A service request reception device according to any of claims 31 to
35 wherein said data recording means is configured to store data including information relating to staffing levels.
37 A service request reception device according to any of claims 31 to
36 wherein said data recording means is configured to store said data in association with an identifier relating to a responsible member of staff.
38 A service request reception device according to any of claims 31 to 37 wherein said data recording means is configured to store data including information relating to a size and/or composition of a group of customers.
39 A service request reception device according to any of claims 20 to
38 further comprising means for accessing a local data storage and retrieval means for the transfer of data stored on said reception device.
40 A service request reception device according to any of claims 20 to
39 further comprising means for accessing a remote data storage and retrieval means for the transfer of data.
41 A service request and acknowledgement system comprising: a plurality of request nodes and at least one reception node, each request node comprising an associated service request device according to any one of claims 1 to 19, and the or each reception node comprising an associated service request reception device according to any one of claims 20 to 40.
42 A service request and acknowledgement system according to claim
41 further comprising: local data storage and retrieval means for local accumulation, storage and/or analysis of data transferred from the or each reception device.
43 A service request and acknowledgement system according to claim
32 wherein said local data storage and retrieval means comprises: means for accessing a remote data storage and retrieval means, said remote data storage and retrieval means being operable for remote accumulation, storage and/or analysis of data transferred from a plurality of service request and acknowledgement systems.
26
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Applications Claiming Priority (4)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| GB0601365.0 | 2006-01-24 | ||
| GBGB0601365.0A GB0601365D0 (en) | 2006-01-24 | 2006-01-24 | Service request device, service request reception device, and service request and acknowledgement system |
| GB0616846.2 | 2006-08-25 | ||
| GB0616846A GB2434474A (en) | 2006-01-24 | 2006-08-25 | Wireless service request system |
Publications (1)
| Publication Number | Publication Date |
|---|---|
| WO2007085826A1 true WO2007085826A1 (en) | 2007-08-02 |
Family
ID=37963932
Family Applications (1)
| Application Number | Title | Priority Date | Filing Date |
|---|---|---|---|
| PCT/GB2007/000242 WO2007085826A1 (en) | 2006-01-24 | 2007-01-24 | Service request device, service request reception device, and service request and acknowledgement system |
Country Status (1)
| Country | Link |
|---|---|
| WO (1) | WO2007085826A1 (en) |
Cited By (9)
| Publication number | Priority date | Publication date | Assignee | Title |
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| US7672876B2 (en) | 2007-07-13 | 2010-03-02 | Sunrise R&D Holdings, Llc | System for shopping in a store |
| US7734513B2 (en) | 2007-07-13 | 2010-06-08 | Sunrise R&D Holdings, Llc | System of tracking the real time location of shoppers, associates, managers and vendors through a communication multi-network within a store |
| US7739157B2 (en) | 2008-01-15 | 2010-06-15 | Sunrise R&D Holdings, Llc | Method of tracking the real time location of shoppers, associates, managers and vendors through a communication multi-network within a store |
| US7742952B2 (en) | 2008-03-21 | 2010-06-22 | Sunrise R&D Holdings, Llc | Systems and methods of acquiring actual real-time shopper behavior data approximate to a moment of decision by a shopper |
| US7783527B2 (en) | 2007-09-21 | 2010-08-24 | Sunrise R&D Holdings, Llc | Systems of influencing shoppers at the first moment of truth in a retail establishment |
| US7792710B2 (en) | 2007-09-21 | 2010-09-07 | Sunrise R&D Holdings, Llc | Methods of influencing shoppers at the first moment of truth in a retail establishment |
| US7848964B2 (en) | 2008-07-14 | 2010-12-07 | Sunrise R&D Holdings, Llc | Method for shopping in a store |
| US7917405B2 (en) | 2008-07-14 | 2011-03-29 | Sunrise R&D Holdings, Llc | Method of direct-to-consumer reverse logistics |
| US8396755B2 (en) | 2008-07-14 | 2013-03-12 | Sunrise R&D Holdings, Llc | Method of reclaiming products from a retail store |
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| US7672876B2 (en) | 2007-07-13 | 2010-03-02 | Sunrise R&D Holdings, Llc | System for shopping in a store |
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| US8195519B2 (en) | 2007-09-21 | 2012-06-05 | Sunrise R&D Holdings, Llc | Methods of acquiring actual real-time shopper behavior data approximate to a moment of decision by a shopper |
| US8600828B2 (en) | 2007-09-21 | 2013-12-03 | Sunrise R&D Holdings, Llc | Methods of acquiring actual real-time shopper behavior data approximate to a moment of decision by a shopper |
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| US7742952B2 (en) | 2008-03-21 | 2010-06-22 | Sunrise R&D Holdings, Llc | Systems and methods of acquiring actual real-time shopper behavior data approximate to a moment of decision by a shopper |
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| US7917405B2 (en) | 2008-07-14 | 2011-03-29 | Sunrise R&D Holdings, Llc | Method of direct-to-consumer reverse logistics |
| US8396755B2 (en) | 2008-07-14 | 2013-03-12 | Sunrise R&D Holdings, Llc | Method of reclaiming products from a retail store |
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