CA2439833A1 - Computerized system for the management of personnel response time in a restaurant - Google Patents

Computerized system for the management of personnel response time in a restaurant Download PDF

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Publication number
CA2439833A1
CA2439833A1 CA002439833A CA2439833A CA2439833A1 CA 2439833 A1 CA2439833 A1 CA 2439833A1 CA 002439833 A CA002439833 A CA 002439833A CA 2439833 A CA2439833 A CA 2439833A CA 2439833 A1 CA2439833 A1 CA 2439833A1
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Prior art keywords
personnel
response time
kitchen
waiter
management
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CA002439833A
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French (fr)
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Bruno Gagnon
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Individual
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Individual
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    • GPHYSICS
    • G06COMPUTING; CALCULATING OR COUNTING
    • G06QINFORMATION 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
    • G06Q10/00Administration; Management
    • G06Q10/10Office automation; Time management
    • GPHYSICS
    • G06COMPUTING; CALCULATING OR COUNTING
    • G06QINFORMATION 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
    • G06Q30/00Commerce
    • G06Q30/02Marketing; Price estimation or determination; Fundraising

Abstract

The present invention relates to restaurants, computer networks, wireless portable computers and more specifically to a restaurant service and transaction monitoring;
time management; and processing system and method.

Description

y COMPtlTERiZE~ SYSTEM FOR THE lGliiANAOEMENT OF
PERSONNEL RESPONSE TfME IN A ESTAtJ NT
BACKGROUND OF THE iNVENTiON
1~ Fiield of the invention The present invention relates to restaurants, computer networks, wireless portable computers and more specifically to a restaurant sewice and transaction monitoring;
time management; and processing system and method.
i3ackground of the invention I-iestaurant ordering hasn't evalved in decades. Indeed, most establishments still have waiters use a paper check hand-carried back to the kitchen. Waiters then have to get back to the kitchen to see if the order is ready. 'this is very time-consuming and inefficient.
In recent years, some form of automation has taken place such as the use of two-way radios to communicate with the kitchen as well as some electronic entries of orders for accounting purposes. There is mention in patent ~,3~,T9~ by Stevens of a transaction processing system and method which utilizes rr~odified cordless phones to transmit orders from the tables to the kitchen and a tiransaction processing terminal which completes the transaction, Patents 4,569,421 by Sandstedt and 4,530,067 by ~7orr describe more elaborate systems with more functionalities.
In more details, patent 79$ describes a restaurant transaction processing system which employs low-cost cordless phone transceivers to trarrsmit orders. A
server includes a first cordless telephone transceiver. A pori:able computer includes a second cordless telephone transceiver and transfers order data to the first computer.
The first and second cordless telephone transceivers prefer°ably operate at frequencies designated by t~~e FCC and have a transmission range less than five thousand feet. The system may also include a kitchen terminal which is coupled to the server through a network, and a transaction processing terminal which is also coupled to the server through the network. The server maintains transaction data, routes orders to the kitchen terminal, and routes order ready signals from the kitchen terminal to the portable computer. The transaction processing terminal completes payment for the orders.
Patent x.21 describes a vending system particularly adapted for a restaurant or retail sales outlet which includes ~~ handheld portable data entry terminal containing a repertoire or library of sales or menu items addressable by entering a product code.
The handheld terminal, upon receiving an operator entered order entry, relays the order to an order filling station as wail as to a local and rem~ate data processor over a wireless communications link. A printout of an order is provided by the terminal. Each terminal also includes wireless transceivers for paging, with a plurality of customer order stations.
Patent 067 describes a method and the apparatus foo management information and control for restaurants. The apparatus includes a plurality of remote communications units carried by waiters. A ~:entral interrogator transceiver periodically interrogates each of the remote units after which the remote units transrnit information back to the central interrogator transceiver. The central interrogator transceiver couples the information transmitted thereto to a central processor'. The central processor then provides order information tc~ a kitchen display, an order assembly display, a service bar display, a table status display and to a check printer-cash register unit.
The order information is also coupled to an inventory control unit. A number of computations are made such as the number of particular items ordered, the r~~te of turnover of customers, quantity of items in inventory, etc. which information is retrievable to give the restaurant management information with regard to the csperational characteristics, for example, food flow of the: restaurant.
Cane problem which is not properly addressed especially in large restaurants with a high rate of customer turnover is a way of monitoring which tables are empty and ready to receive new clients. tlAore often than not, the hostess or maitre d° is not in a position to see all tables anei assess their status, and comrr~unication between the busboys or the waiters cannot always be relied upon. Patent 5,272,474 by Milliard 2j addresses this issue but only this issue.
Another problem in restauration concerns the client himself who has to wave at the waiter or busboy or otheruvise attract their attention ins order to get service. Patent 5594409 by Shank, 6,36fi,196 by Green, 4,935,720 key Kalfoun, 4,777,453 by Carlman, 4,701,849 by Elden all address this issue but only this issue.
t0 None of the prior art studied describes a system that handles work flow, employee performance, response time, food and service quality in an integrated seamless system and provides the owner or manager with easy to understand printable documents for evaluation purposes. °fhe systems anc~ methods described above are either too simple or too complex and therefore there is a need for a more desirable IS and user friendly computeri~:ed system for managing personnel response time in a restaurant.
StIMM/~RY ~F THE !N1/EN'Ti~N
20 In accordance with the teachings of the present invention, a computerized system for managing personnel response time in a restaurant is provided. The system employs a combination of short rang' F or !signal transmission protocols with handheld or wearable computers along with a central server and a variety of input devices and display devices such as button consoles, monitors and bar code readers, the latter to mark the time between reception and delivery of an order. dome elements of the network, such as communications between the server and the kitchen can be done via cable since these two units are not roving, but communication between busboys, waiters and tables (clients) are done wirelessly by way of the server which acts as a dispatcher. Each of the aforementioned components are currently off the shelf hardware requiring little or no modifications. It is therefore not in the hardware itself but rather in the arrangement of the hardware and the creation of customized firmware and software as well as work methods that the irwention lies.
Besides handling most of the functions described in the preceeding section, this invention also has provisions for the client to enter a service evaluation grade as well as a food appreciation grade. These two functions which are inputted directly from a console on each table -- the same console used for calling busboys or waiters -- are not found in any of the prior art.
!t is accordingly an object of the present invention to provide a system and method for managing restaurant personnel.
It is another object of the present invention to provide such a system and method using RF and or IR devices, portable devices and a centre! server.
It is yet another object of the present invention to provide a system for clients to page waiters and busboys from the tables; for waiters to know food order status; to know when a client is ready to receive the check; and for clients to be able to rate the level of satisfaction of both the food and the service they heave received.
It is a further object of the present invention to provide a system which can produce detailed reports of work activity and personnel response time for the benefit of a manager or owner.
It is a final object of the present invention to provide a method for improving service and increase client satisfaction.
Although the present description refers mostly to restaurania, it is easy to see that the present system is equally aplicable to bars, and any other types of nightly entertainment facilities and even retail establishment and any type of service 1 ~ business where there is interaction between clients and employees.
~ther objects, features, and advantages of this inv~antion will become more readily apparent from the following detailed description of a preferred embodiment with reference to the accompanying figures, wherein the preferred embodiment of the invention is shown and described, by way of examples.. As will be realized, the invention is capable of other and different embodiments, and its several details are capable of modifications in various obvious respects, all without departing from the invention. Accordingly, the figures and description are to be regarded as illustrative in nature, and not as restrictive:.

BRIEF DESCR1PTIGN C3F THE PREFER ED EM~t)DI ENT
Fig. 1 Is a diagram showing the relationship between the various components of the system.
15 Fig, 9 Is a schematic of the functions of the waiter transceiver DETAILED DESCRIPTIN F THE PREFERRED EI~IEDIIUIENT
FIG. 1 A computerized system for managing personnel response time in a restaurant (1~) has a server (12) controlling all of the followings: grouping of busboys (14), grouping of waiters (16), grouping of tables (1~), and the kitchen (20).
Although ali communications go through the server (12), the lines here only illustrate which group can communicate with which. For example, the tables (18) communicate to the server (12) when responding to a survey. l"he tables (18) also have one way communication with the busboys (1~4) or the waiters (16). The kitchen (20) can send calls towards the busboys or hostesses (henceforth hostesses will be included as busboys only) (14) and the uvaiters (16). The waiters(16) can communicate with the busboys (14) and vice versa. All communications go through the server (12) which acts as a dispatcher of sorts.
lJsing Radio Frequency (RF) transmissions or other types of wireless comm such as IR, as per F1G. 2 a central transceiver (22) receives all incoming signals from the various busboy pagers (24) and waiter pagers (26) and transmits outgoing signals to the pagers (24), (26). All transmissions are data only, and not voice. All communications, both incoming and outgoing, go through the central transceiver (22) which sends the signal to the server (12) for processing before communication can reach its final destination. A central database (34) keeps track of all transmitted data.
Using simple pager signals ~;uch as lights, beeps or vibrations, employees like busboys (14) and waiters (16) can be made aware of requests. For example, a table (16) can ask either a busboy (14) or a waiter (16) for service. bore functions will be described later. The kitchen (20) also has a pager (26) as well as a bar code reader (30) generally situated near the order window with its accompanying waiter barcode reader (30°) situated nearby. A monitor screen (32) shows the sequence of orders and to which waiter (16) it is attributed to, but more on that later.
As Fig. 2 shows, all communications go through the transceiver (22) which is generally located centrally grad preferably, but not necessarily, near the ceiling.
busboys (14) have busboy pagers (24) and waiters (16) have waiter pagers (26).
The term « pagers ~ is not used here in the usual sense of the wail known telecommunication devices buff rather as a local communication device and they can come in various guises convenienfi for restauranfi workers. for example, a practical shape that such a pager could have is the shape of a wristwatch or a handheld unit that can be combined with fih~e order taking pad, or elm>e, the unit can be clipped at the balt1lne. Besides the busboy (2~.) and waiter pagers (2 8), thr:re is also a kifichen pager (28) which can communicate with the busboy pagers (24) as well as the waiter pagers 1Q (26). Fig. 2 also shows barcodes readers (30) and (30'); a database (34);
and a monitor screen (32) for use by waiters (16).
l'he various functions of the busboy pagers (24) are iiVustrated in FIG. 4. .
A busboy (14) can receive a page from a waiter (16) indicating which 'able requires service, it can be either to clear the tat'le or fill fihe glasses with water or any other duties usually done by a busboy (14). A table (18) can also send a nequesfi to the busboy (14).
Some restaurants do not have hosfiesses and some restaurants can also have hostesses perform duties usually perfiormed by busboys. Since busboys and hostesses pagers (24) are essentially the same, it is dust a matter of blocking a signal 2a from tables (18) to pagers worn by hostesses (14). Since this is a case by case choice, it can be easily set using the server's (12) interface. In order to keep the busboy pagers (24) simple, ifi is not necessary for the pagers (24) to specifically cite the duty required from the busboy (24), he should rea(i~e that if a table (18) is empty, it needs fio be cleared or if glasses are empty or nearly so, they need repleneshing, if ashtrays are full they need to be changed and s~ on. ~,sser~tially, whefiher fihe call originates from the clients at the table (18) or from a waiter (16), the busboy (14), through experience, should anticipate the needs or be able to fulfill any requests swiftly. When a table (18) requests the check, it means that the table (18) will soon be empty, therefore that request is sent to the waiter (16) and to the busboy(14), to whom it means that the table (18) will need to be cleared and set for the next clients and that, for the hostess (14), a table (18) will soon be ready to receive new clients.
Since the waiter (16) has also been called, the check should soon reach the table (18) and be paid and therefore there is little wasted time or empty tables (18) since the busboy (14) is already ware that a table (18) will need clearing very soon and the hostess (14), knowing that a table (18) will be cleared and set very soon, can already estimate how long before she can place the new clients. Lastly, the busboy pager (24) can receive calls from the kitchen (20). For example, there are extreme cases when waiters (16) are overloaded and a meal needs to be served rapidly to a table (18), therefore, the kitchen can page a busboy (14) to handle that chore.

FIG. 5 shows that the kitchen (20) also has its own kitchen pager (28). It is relatively simple, it can page either a busboy (14) or a waiter (16). Since the kitchen (20) is not roaming, this paging system can be hard wired to the server (12). Because communications between the kitchen (20) and the waiters (16) are critical (for example there could be confusion or lack of clarity on a client's order), a waiter (16) cannot press a button on his waiter pager (26) to cancel a call from the kitchen (20), only the kitchen (20) can do that once the call has been satisfactorily answered.

I
Fig. 6 shows the kitchen barcode reader (30) which, for practical reason and to avoid confusion, is generally but not necessarily, divided into two separate units, the aforementioned kitchen barcode reader (30) or more specifically, kitchen side barcode reader (30°) and a waiter barcode reader (3U°').
UVhether the waiter (16) takes on the client's order on a traditional paper pad or takes it on a portable electronic device (not shown), in the end the order is entered into the server (~ 2) either by way of the portable electronic device or by one single terminal situated at a t Q convenient location for the waiters (1 U). (3nce the order is entered, again, it can take two distinct paths : It can be displayed on a kitchen rr~onitor (60) andlor it can be printed on paper in the kitchen (20). This starts a timer in the server (12) which measures the time taken by the cook to fulfill the order. The server (12) has a database (34) which has a list of times for each meal. This insures that the cook is performs his duty in a timely manner. since the database (34) keeps track of all orders taken in a given time, it can make recommendations as to when a supplementary cook may be needed. This infomation can be of importance to the restaurant manager or owner so that, upon seeing emerging patterns, he can anticipate future manpower reguirements.
~.0 ~nce the cook has finished an order, he puts it at the window and scans the paper order onto his kitchen barcode scanner (30) which stops his timer, telling the server (12) the time taken to fulfill the order and at the same time the scan at the kitchen barcode scanner (30) calls the waiter (16) affected to this order and starts the timer on that waiter°s (16) response time. Once the waiter (10) arrives to pick up his order, he puts the paper order into the slot of a waiter barcode unit (30') on Ft. 7 which scans the barcode printed on the paper order, stops the timer on the waiter's (16) response time and destroys the piece of paper.
As seen on FtG. 3, a monitor screen (32) situated at the order window allows the waiters (16) to monitor the orders priority as there may be more than one order ready at a time. It also shows the table (1 ) the order goes to and the waiter (16) responsible for it. For example, Mark appears to be quite busy wheras Jenny is less busy, therefore Jenny could help Mark with his duties. The order on which the names are entered, from top to bottom indicates from the earliest to the latest order entered.
Therefore, the waiter's (16) name on the top row, accompanied by the table"s (1~) number indicates the earliest entry and which table (1$) it is associated with, and next 1~ to the table (11~) number is the time remaining to serve that table (18).
In this example, Mark has to handle three entrees, one main course and two desserts.
Since Jenny is far less busy, Mark can request help using his waiter pager (26) to send a call to other waifiers (1~6). A button on the waiter pager (26) allows for a waiter (1~) to tell the other waiter (1S) in need that his call for help has been received and will be
2~ taken care of.
Fig. 8 shows the different functions a table emitter (3~) has : it can call a waiter (16), a busboy (14), it can respond to a service quality survey, a food quality survey and can ask for the check. The survey's results are sent to the server (12) for statistics.

Fig. 9 describes the functions of a waiter pager (16) which can: Receive a new client request, this is the initial call to which the waiter (16) must respond to in order to lock in the table {18) {described later), typical table (18) service requests, receive a request for the check from a table (18), receive a call from the kitchen (20}, send a request for help to other waiters (16), receive an indication that clients are at the door (see below), that a meal is ready to a picked up at the kitchen (~0), that a waiter (16) will provide help (which automatically cancels the help request sent to all other la waiters (16) ), send a call to a busboy (14), indicate that a new table {18) has been opened and tells the kitchen (20) when to start preparing a main course.
Regarding the last two items, firstly, when a waiter cc opens a> a new table {18), what it does is that it locks the table (18} to him so that when clients call for service, only that waiter (16) will be paged. Usually, a waiter (16) is assigned to a zone and should respond to I5 a table (18) even before a client at a table (18} has time to press a button to call a waiter (16). In the event that a table (18) should call a waiter (16}, the call is sent t~ all waiters (16) and it is the waiter (16) assigned to the gone where that table {18) is who should make an effort to respond to that call. l~lhen the waiter (16) responds to the call to cc open » a table (18), he inputs the table's (18} number as well as the number of person sitting in, once this is done, that table (18) is locked to that waiter (16}.
~nce a new client has called a waiter (16) for the first time, there is a time span allowed for a waiter (16 } to respond, if n~ waiters (16) respond within a given time, the computer calls again and if there is still no response, all waiters (16}
are penalized for their slow response time.

l Secondly, regarding the last item which is to tell the kitchen (20) to start preparing a main course, this function is to help in a tirnely preparation of meals. The server has a series of preset average tirr~es taken by clients to eat their entries, by paging a waiter (16) this gives a cue to check the table (18) and see if the clients will soon be ready to receive their main course and if so, the waiter (16) should tell the kitchen (20) to start cooking the main course so that it wil be ready exactly when the table (18}
wilt be ready for it. This prevents a meal from being ready t~~ soon and needing to be kept 1Q under heating lamps.
~ptionally, an entrance pager (38} can also be installed at the entrance to announce to the host or hostess (14}, or else all waiters (16), that new clients have arrived.
Additionally, a cash register pager (40} near the cash register can call for a waiter(16) in case there is an error in the client's check that needs clarification.

Claims (20)

CLAIM:
1. A computerized system for the management of communications between personnel and personnel response time comprising:
a server controlling groupings of busboys, waiters, tables and a kitchen or bar by giving target response time and measuring response time;
a wireless two-way communication system linking said grouping of waiters with said grouping of busboys;
a kitchen monitor screen in said kitchen to indicate orders and their preparation time along with the time left for said preparation;
a monitor screen for waiters to monitor order priority;
said grouping of waiters with a grouping of tables;
said grouping of waiters with said kitchen;
said grouping of waiters with said bar when said bar is present;
a grouping of tables with a table emitter having one way communication with said server wherein said server receives responses to food and service quality surveys;
a grouping of tables with seed table emitter having one way communication with said server wherein said server dispatches to said grouping of busboys and said grouping of waiters;
said kitchen having a kitchen pager having two way communication with said grouping of busboys and said grouping of waiters by way of said server;
said grouping of waiters having waiter pagers having two way communication with said grouping of busboys having busboy pagers, by way of said server;

a kitchen barcode reader for acknowledging reception of food order, readiness of food order, paging of waiter and pickup of food order by waiter or busboy, and sending collected data to said server;
a waiter barcode reader far acknowledging pick up of food;
said server receiving and sending all calls through a transceiver;
a central database to keep track of all transmitted data;
said server processing all information received into reports.
2. A computerized system for the management of communications between personnel and personnel response time as in claim 1 wherein:
all transmissions are through IR.
3. A computerized system for the management of communications between personnel and personnel response time as in claim 1 wherein:
all transmissions are through RF.
4. A computerized system for the management of communications between personnel and personnel response time as in claim 1 wherein:
pagers use signals taken from the group but not limited to lights, beeps, vibrations.
5. A computerized system for the management of communications between personnel and personnel response time as in claim 1 wherein:
said kitchen pager being hardwired to said server.
6. A computerized system for the management of communications between personnel and personnel response time as in claim 1 wherein:
said server processing all information received into printed reports.
7. A computerized system for the management of communications between personnel and personnel response time as in claim 1 wherein:
an entrance pager to indicate the arrival of new clients.
8. A computerized system for the management of communications between personnel and personnel response time as in claim 1 wherein:
a cash register pager situated near the cash register.
9. A computerized system for the management of communications between personnel and personnel response time as in claim 1 wherein:
only said kitchen can cancel a call from said kitchen pager to said waiter pager.
10. A computerized system for the management of communications between personnel and personnel response time as in claim 1 wherein :
said kitchen barcode reader is divided into a kitchen side barcode reader and a waiter barcode reader.
11. A computerized system for the management of communications between personnel and personnel response time as in claim 1 wherein :
said server measures response time in said kitchen by measuring the time between a received order in said kitchen to the time said kitchen scans said order into said kitchen barcode reader.
12. A computerized system for the management of communications between personnel and personnel response time as in claim 11 wherein:
response time begins when said order is displayed on said kitchen monitor.
13. A computerized system for the management of communications between personnel and personnel response time as in claim 11 wherein:
response time begins when said order is printed on a printer.
14. A computerized system for the management of communications between personnel and personnel response time as in claim 1 wherein:
said server measures response time of said waiter by measuring the time between said kitchen has scanned said order into said kitchen barcode reader and the time said waiter scans said order into said waiter barcode reader.
15. A computerized system for the management of communications between personnel and personnel response time as in claim 1 wherein:
said waiter monitor screen displaying said order on which said waiters' names are entered, from top to bottom, from earliest to latest order entered.
16. A computerized system for the management of communications between personnel and personnel response time as in claim 15 wherein :
said waiter monitor screen displays table number with associated waiter and time remaining to serve said table.
17. A computerized system for the management of communications between personnel and personnel response time as in claim 1 wherein :
said waiter pager having a button to acknowledge another waiter in need that his call for help has been received.
18. A computerized system for the management of communications between personnel and personnel response time as in claim 1 wherein:
said grouping of tables with said table emitter having one way communication with said server wherein said server dispatches to said grouping of waiters to ask for the check.
19. A computerized system for the management of communications between personnel and personnel response time as in claim 1 wherein:
said waiter pager able to receive a new client request, to lock in said table;
receive service requests from said table;
receive a request for the check from said table;
receive a call from said kitchen;

send a request for help to other waiters;
optionally receive an indication that clients are at the door;
receive a call that a waiter will provide help;
send a call to said busboy;
indicate that a new table has been opened;
tells said kitchen when to start preparing a main course.
20. A computerized system for the management of communications between personnel and personnel response time as in claim 1 wherein:
said server measures response time between a new client calling said waiter and the time said waiter or said grouping of waiters answers and a penalty for slow response time;
said server having a series of preset average times taken by clients to eat so as to page said waiters.
CA002439833A 2002-08-29 2003-08-29 Computerized system for the management of personnel response time in a restaurant Abandoned CA2439833A1 (en)

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US40657302P 2002-08-29 2002-08-29
US60/406,573 2002-08-29

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AU (1) AU2003264201A1 (en)
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WO2004021228A8 (en) 2005-10-20
AU2003264201A1 (en) 2004-03-19
US6940394B2 (en) 2005-09-06
WO2004021228A2 (en) 2004-03-11

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