CN1924911A

CN1924911A - Method for realizing reservation services in time section for clients

Info

Publication number: CN1924911A
Application number: CNA2005100979836A
Authority: CN
Inventors: 艾岩
Original assignee: Individual
Current assignee: Individual
Priority date: 2005-09-02
Filing date: 2005-09-02
Publication date: 2007-03-07

Abstract

The present invention relates to the field of computer application and service management, and is an enterprise engaged in the service industry. When a service provider accepts a customer to apply for a reservation service according to a time period, the service provider reasonably arranges the distribution of reservation customers within the reservation time period, so as to meet the requirements of the reservation customer as much as possible. method. The current reservation service does not effectively consider the available service resources and the reservation status within the reservation time period, which is likely to cause reservation congestion; and most of them set up special service windows to provide services for reservation customers, which can neither make full use of service resources nor handle them well The situation when reservation customers arrive intensively. The core of the present invention is to provide a service provider that, when accepting a customer's application for a reservation service according to a time period, comprehensively considers the available service personnel in the time period, the proportion of time for serving the reservation customer and the reservation situation, and reasonably arranges the distribution of reservation customers To avoid reservation congestion, and by setting the reservation service priority queue and sharing the service window with non-reservation customers, avoid or shorten the waiting time of reservation customers in line and improve the utilization of service resources.

Description

A kind of client's method of subscription services on a time period that realizes

Technical field

The present invention relates to computer utility and service management domain, specifically, be that a kind of service provider utilizes software, hardware facility, when the client applies for subscription services on a time period, take all factors into consideration this time period available service personnel, be to preengage the time accounting of customer service and preengage situation, rationally arrange the reservation client to distribute, to avoid preengaging congested method.

Background technology

Along with the development of society, people's work and rhythm of life are constantly accelerated, to the also constantly increase of demand of service.How effectively adapting to client's rhythm, saving client's quality time, improve efficiency of service, strengthen client's service experience, is the significant challenge that service industry faces.The service provider has begun to provide gradually subscription services at present, but still has a lot of problems, mainly shows:

One, do not have effectively to consider the available service resource in the subscription time section and preengage situation, cause reservation congested easily;

Two, mostly by setting up the service-specific window to provide service, may cause the wasting of resources on the one hand, on the other hand,, still need queuing, cause that easily the client is discontented if the reservation client arrives when concentrating relatively for the reservation client.

The present invention is conceived to solve the client to adapt to the rhythm arrangement of self working and living, the requirement of avoiding or reduce the time of waiting in line as far as possible, the provider of helping service simultaneously makes full use of Service Source, rationally arranges the reservation client to distribute, improve efficiency of service, and this present just subscription services mode institute is unapproachable.

Summary of the invention

The invention provides a kind of service provider and provide when service for its client, according to the requirement of client to service day estimated time of arrival (ETA) section, take all factors into consideration this time period available service personnel, for the reservation customer service the time accounting and preengage situation, rationally arrange the reservation client to distribute, to avoid preengaging congested method, and by subscription services priority query is set, with non-reservation client common service window, avoid or shorten reservation custom queueing waiting time, make full use of Service Source and provide the purpose of good service experience to reach, thereby improve customer satisfaction with services and loyalty to the client.

The client need arrive service provider's service location transacting business, when accepting service, can propose the reservation application to the service provider by following means:

● dial service provider's customer service call (as China Mobile 1860 etc.)

● by the reservation page on the Internet access service provider website

● preengage the page or send note with the palm service of WAP mode access services provider by mobile phone, trigger the service provider and preengage the page to client's mobile phone Push Service in the WAPPush mode to the customer service note number

In order rationally to arrange the reservation client to distribute according to the time period of client's reservation, we have designed following method, divide several steps to finish:

One, time division sheet

The service provider is divided into sheet 30 minutes equally spaced continuous times one day business hours; See accompanying drawing 1.

S ₁But be first subscription time sheet after the business beginning, S _eBut be last the subscription time sheet before business finishes, S _nBut be n subscription time sheet after the business beginning.

Two, to the requirement of client's subscription time section

Stipulate that client's subscription time section must be on the border of the least bit or integral point, and span is no more than 60 minutes, i.e. the time period of client's reservation can cross over one or two timeslice.

Represent the time period that the client preengages with S, then S is S _nSet, can be expressed as:

S={S _nOr S={S _n, S _N+1}

Three, calculate the maximum available service resource of every timeslice C _T(unit: minute or min)

Parameter and variable-definition:

N: available service personnel's number;

α: each attendant can be the time accounting of reservation customer service, and for example: α=30%, it can be the reservation customer service that the expression attendant has time of 30% in each timeslice.The service provider can use the situation of subscription services along with the client, dynamically adjusts the α value;

t _s: reservation client's expectation service time;

Then:

C _T＝n*30*α

Four, C _T(n) expression S _nTimeslice available service resource, and consideration subscription services margin factor β (for example: β=80%), C _T(n) initial value is:

C _T(n)＝C _T*β＝n*30*α*β；

Along with reservation S _nThe reservation client of timeslice success increases gradually or constantly has and preengage the client and be adjusted and be arranged in S _nIn the timeslice, C _T(n) reduce gradually.S _nClient of every increase in the timeslice, C _T(n)=C _T(n)-t _s, wherein, t _sFor this client estimates service time.

Five, preengage the decision algorithm whether application is accepted

1.S={S _nThe reservation decision algorithm

(1) if S _nThe current available service resource of timeslice C _T(n) 〉=t _s, expression can be admitted this client's reservation application, revises S _nTimeslice available service resource is as follows:

C _T(n)＝C _T(n)-t _s

New client preengages success;

(2) otherwise, need check one by one according to the order of " subscription time by evening to early " to be arranged in S _nCan the client of reservation of timeslice meet the following conditions simultaneously:

A. the time period of this client's reservation crosses over S _n, S _N+1Two timeslices, that is:

S＝{S _n，S _n+1}，

B. this client's expectation t service time _s' satisfy:

C _T(n)+t _s′≥t _s，

C _T(n+1)≥t _s′；

If can find such one to preengage the client, represent that this client can postpone till S _N+1Timeslice is arranged, and admits new client's reserve requests so, and new client is arranged in S _nTimeslice is arranged in S with the client of reservation who finds _N+1Timeslice is revised S _n, S _N+1The available service resource of timeslice is as follows:

C _T(n)＝C _T(n)+t _s′-t _s

C _T(n+1)＝C _T(n+1)-t _s′

New client preengages success;

(3) preengage the client if can not find such one, the reservation failure.

2.S={S _n, S _N+1The reservation decision algorithm

(1) judges that can client's reserve requests be arranged in S _nIn the timeslice, i.e. condition

C _T(n)≥t _s

Whether satisfy, if satisfy, the reserve requests of admitting new client is revised S _nThe available service resource of timeslice is as follows:

C _T(n)＝C _T(n)-t _s

New client preengages success;

(2) if new client's reserve requests can not be arranged in S _nIn the timeslice, judge that can new client's reserve requests be arranged in S _N+1In the timeslice, decision algorithm is preengage period S={S as the client _nDecision algorithm (n with n+1 substitute), specific as follows:

If I is S _N+1The current available service resource of timeslice C _T(n+1) 〉=t _s, expression can be admitted this client's reservation application, revises S _N+1Timeslice available service resource is as follows:

C _T(n+1)＝C _T(n+1)-t _s

New client preengages success;

II otherwise, need check one by one according to the order of " subscription time by evening to early " to be arranged in S _N+1Can the client of reservation of timeslice meet the following conditions simultaneously:

A. this client's subscription time section is crossed over S _N+1, S _N+2Two timeslices, that is:

S＝{S _n+1，S _n+2}，

B. this client's expectation t service time _s' satisfy:

C _T(n+1)+t _s′≥t _s，

C _T(n+2)≥t _s′；

If can find such one to preengage the client, represent that this client can postpone till S _N+2Timeslice, the reserve requests of admitting new client so is arranged in S with new client _N+1Timeslice is arranged in S with the client of reservation who finds _N+2Timeslice is revised S _N+1, S _N+2The available service resource of timeslice is as follows:

C _T(n+1)＝C _T(n+1)+t _s′-t _s

C _T(n+2)＝C _T(n+2)-t _s′

New client preengages success;

III otherwise, reservation failure.

After the client preengages success, in system, mainly contain four kinds of states:

● wait for submit state---the reserve requests that shows this client is accepted by the queuing subsystem, but owing to do not arrive service day, also is not activated;

● active state---show and arrive customer service day, the client is activated, and waits for that the client arrives;

● the arrival state---show that this client through confirming the actual reservation arrival formation that arrives, is submitted to, may be in the queuing process, also may be in head of the queue, soon called out and accept service;

● the cancellation state---show that the client does not also arrive when the reservation term of validity finishes, reservation is cancelled.

State and the conversion of client in the queuing subsystem, as shown in Figure 2.

In case the client preengages success, reservation that the reservation subsystem distributes for this client to generate at random number, reservation number is used to confirm client's reservation behavior, and the client arrive the back on queue machine the checking user subscription identity, preengage subsystem simultaneously and this client's reservation application information can be passed to the queuing subsystem, in buffer memory, this moment, this client was in the wait submit state in system by queuing subsystem " reservation "; The queuing subsystem activates this client in service day, and customer status switches to active state, waits for that the client arrives; In the queuing subsystem special reservation is set and arrives formation, the client is after confirming arrival, the queuing subsystem is submitted to reservation arrival formation with this client by " elder generation arrives service earlier " principle and ranks, this queue priority is higher than the normal client formation, promptly the wait client is arranged as long as reservation arrives in the formation, will be by Priority Call, this moment, the normal client formation was in suspended state, guarantee that this client after of short duration waiting in line, can accept service; If subscription services is then cancelled in client's no show in the reservation term of validity.

In actual applications, but at the different demands of timeslice size and client's subscription time section boundary condition, can expand on the basis of above-mentioned algorithm, the service provider can provide subscription services relatively flexibly.

Description of drawings

Accompanying drawing 1: service provider's business hours timeslice is divided figure

Accompanying drawing 2: reservation arrives constitutional diagram

Claims

1. A method of booking services according to time slots to meet customer requirements as far as possible. The method enables customers to make reservations with service providers for the time slots they expect to arrive on the service day one or several days in advance when they need to receive services, so that when they arrive Try to avoid or shorten the waiting time in line. It is characterized in that: considering the available service personnel within the reservation time period of the reservation customers, the proportion of time serving the reservation customers and the reservation situation, the distribution of reservation customers is reasonably arranged to avoid reservation congestion.

2. A kind of method according to claim 1 as far as possible satisfying client's requirement to reserve service according to time period, it is characterized in that:

Divide the business hours of a service provider into continuous time slices with equal intervals of 30 minutes, and set the available service resource value in each time slice. When a customer makes an appointment application for a time slot, the system first judges whether there are enough available service resources in the time slice spanned by the time slot, and if so, accepts the new customer’s appointment application; In the last time slot of the segment, a customer who has made an appointment is postponed to the next time slot to free up enough service resources to meet the appointment application of the new customer. If it is possible, the customer is postponed to the next time slot to accept the new Customer's appointment application, if not, reject the new customer's appointment application.

Once the customer's appointment application is accepted by the system, the customer is in the waiting submission state in the system; it is activated on the service day, switches to the active state, and waits for the customer to arrive; after the customer's arrival is confirmed, the system puts the customer in the appointment arrival queue , the priority of this queue is higher than that of the ordinary customer queue, ensuring that the customer can receive the service after waiting in a short queue; if the customer does not arrive within the validity period of the reservation, the reservation service will be cancelled.