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`US 20050049921Al
`
`(19) United States
`(12) Patent Application Publication
`Tengler et al.
`
`(10) Pub. No.: US 2005/0049921 Al
`Mar. 3, 2005
`(43) Pub. Date:
`
`(54) ORDER PROCESSING
`
`(76)
`
`Inventors: Craig D. Tengler, Boxford, MA (US);
`John F. Cardinal, North Andover, MA
`(US); Frank Cantwell, Winchester, MA
`(US); Thomas 0. Jones, Andover, MA
`(US); Monica M. Hering, Methuen,
`MA (US); Stephen P. McDonnell,
`Pepperell, MA (US); Timothy L.
`Mulhern, Westford, MA (US); Stephen
`R. Marchetti, Billerica, MA (US); Glen
`Edwards, Salem, NH (US); Peter A.
`Mancuso, Dracut, MA (US)
`
`Correspondence Address:
`FISH & RICHARDSON PC
`225 FRANKLIN ST
`BOSTON, MA 02110 (US)
`
`(21) Appl. No.:
`
`10/652,772
`
`(22) Filed:
`
`Aug. 29, 2003
`
`Publication Classification
`
`Int. Cl.7 ..................................................... G06F 17/60
`(51)
`(52) U.S. Cl. ................................................. 705/15; 705/27
`
`(57)
`
`ABSTRACT
`
`In one aspect, an electronic association is maintained
`between each order received at a place at which goods or
`services are offered, the goods or services to be delivered at
`a point in the place, and the association of the order with the
`delivery place is enabled to be altered between the time
`when the order is placed and the time when the order is
`delivered.
`
`Side-by-Side
`Drive-Thru
`
`Manager's Office
`
`Landing Zone
`
`Kitchen
`
`Zoom-Thru
`
`24 Office
`
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`
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`Playplace
`
`22 20
`
`Dining Room
`12
`
`12..'.
`
`Telephone Operators
`
`Drive-Thru Presenter
`
`CLOVER NETWORK 1005
`
`

`

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`FIG. 1
`
`Drive-Thru Presenter
`
`Dining/Playplace Cashier
`
`20
`Playplace
`
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`12
`
`Dining Room
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`12"
`
`Telephone Tree
`
`Telephone Tree
`
`Landing Zone Front Counter
`
`Zoom-Thru
`
`Manager's Office
`
`Kitchen
`
`Drive-Thru
`Side-by-Side
`
`

`

`FIG. 2
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`Patent Application Publicati
`ton Mar.3, 2005 Sheet 2 of 24
`
`US 2005/0049921 41
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`
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`$3.86
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`
`Total:
`Tax:
`Subtotal:
`
`.79
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`Milk
`
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`Patent Application Publication
`
`Mar.3, 2005 Sheet 4 of 21
`
`US 2005/0049921 Al
`
`FIG. 4
`
`|Feeeeeeeeneteeemnes
`
`Amount due: $3.86
`
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`FIG. 5
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`$7.00
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`Toial
`
`$6.80
`
`Total
`
`$7.82
`
`Total
`
`
`
`-0
`
`1.49
`1.89
`
`3.29
`
`Ice Cream Sundae
`Lemonade
`
`wJosauce
`
`Fish Sandwich
`
`1.59
`
`1.59
`3.00
`
`Lg Drink
`Med OJ
`Lg Onion Ring
`Dbl Cheeseburger
`
`1.49
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`2.29
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`Sm Drink
`Med Drink
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`, Sm Hamburger
`Cheeseburger
`
`BBQ Sauce
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`..
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`58.04
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`Total
`
`$7.00
`
`U.10
`
`Toial
`
`$6.08
`
`Tola I
`
`136--r------_
`
`0.99
`0.89
`
`2.49
`
`3.29
`
`Apple Pie
`Sm Coffee
`Sm Drink
`Kids Hamb Meal
`w/o lettuce
`
`Chicken Club
`
`0.99
`1.39
`0.6<1
`3.79
`
`Mouarella Sticks
`Med Fry
`
`extra Bacon
`
`Bacon Obi Chsb
`
`1.19
`0.69
`
`2.98
`
`Med Iced Tea
`Milk
`2 BBQ Sauce
`2 5-pc Chicken Pieces
`
`1.39
`2.79
`0.30
`1.29
`
`Lg Drink
`Chicken Sandwich
`
`134-;-1....--utra cheese
`
`Cheeseburger
`
`4J; 1:14
`
`#2 $
`
`132
`
`

`

`Patent Application Publication Mar. 3, 2005 Sheet 6 of 21
`
`US 2005/0049921 Al
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`US 2005/0049921 Al
`
`Patent Application Publication
`
`Mar. 3, 2005 Sheet 8 of 21
`
`iia
`
`JBATE
`
`inseeGSteanf
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`BearleywexoriT
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`FIG. 6
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`
`FIG. 7
`
`-38.0%
`--- • 62.0%
`
`1,1s1011
`
`,.
`
`Customers
`
`-
`
`II
`
`$1,059.27
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`19%
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`Target
`
`19.7%
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`
`18.3%
`
`Day
`
`90s
`
`Target
`
`94.4s
`Hour
`
`84.5s
`Day
`
`$274.69
`
`Hour
`
`$3690.33
`
`Day
`
`Labor%
`
`"
`
`'sv'
`
`'
`
`Wednesday, January 15, 2003
`
`200s
`
`Os
`
`$7,000.00
`
`J0.00
`
`r:I ,ff I ,1
`
`Average Service Time (Sec)
`
`I
`I.
`
`:1
`ii,
`
`Net Sales
`
`Updated: 3:02:30 PM
`
`

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`.... J L----··-·-·-----1-·-.... COFFEE {239)
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`HELP.
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`SUPPORT"
`
`AOMIN
`
`PREFERENCES
`
`STORES
`
`MESSENGER
`
`REPORTS
`
`FIG. 7A
`
`.Crarim
`
`fo) !'lice: 5.25
`$ Exempt Count: 0
`
`~ 9 Default Cou,11: 1
`~ $ Default Count: 1
`
`{,\) Price: $.15
`$ ExmnptCount:O
`
`~.Options !3!iD II .MIik
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`Shakes
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`
`REPORTS
`
`ALERTS
`
`

`

`Patent Application Publication Mar. 3, 2005 Sheet 12 of 21
`
`US 2005/0049921 Al
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`$5.10
`
`• Total:
`
`$3.00
`
`Fish Sandwich
`
`FIG. 9
`
`and More
`Comiinents
`
`Salads
`
`and Desserts
`Baked Items
`
`frrreml'tfID Fries
`
`Main Menu
`
`Merchandise
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`Hot Drinks
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`FIG. 10
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`!1/ZT/00
`
`232
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`Please Pay the Cashier
`
`$5.10
`
`Grand Total Is
`
`Your
`
`$5.10
`Your Order Total is
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`FIG. 11
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`

`

`US 2005/0049921 Al
`
`Mar. 3, 2005
`
`1
`
`ORDER PROCESSING
`
`TECHNICAL FIELD
`
`[0001] This description relates to order processing.
`
`BACKGROUND
`
`[0002] Order processing occurs in a very wide variety of
`settings. In some settings, the orders are for goods or
`services, for example, consumer goods that are to be pre(cid:173)
`pared and delivered quickly after the orders are placed.
`
`[0003]
`In restaurants serving what is sometimes referred to
`as "fast food", customers line up at one or more queues at
`a front counter and place orders for food items. Such
`restaurants are also sometimes referred to as "quick-serve"
`restaurants. The customers wait nearby until the orders are
`processed and delivered at the front counter. Customers then
`walk to tables with their delivered orders. In this scenario,
`workers at the restaurant's front counter enter the customer
`orders into registers, assemble the orders (from food items
`that are made in response to the orders or are prepared in
`advance), and deliver the orders. Food items include entrees,
`appetizers, beverages, and desserts, for example, and any
`other edible items, whether prepared to order or prepared in
`advance.
`
`[0004]
`In general, quick-serve restaurants are distin(cid:173)
`guished from other types of restaurants by the short time
`interval between when a customer places an order and when
`the customer receives the order. In some cases this period
`could be as long as five or ten minutes or as short as 10 or
`15 seconds.
`
`[0005] Quick-serve restaurants also often have drive(cid:173)
`through service that enables customers to place orders at an
`order point and pick up orders at a delivery point while
`remaining in an automobile. To reduce the delay during busy
`periods, multiple drive-through service lanes can be pro(cid:173)
`vided.
`
`[0006] Order processing for some kinds of goods and
`services, for example, clothing or electronic products, is
`done using telephone call centers.
`
`SUMMARY
`
`[0007]
`In general, in one aspect, the invention features a
`method that includes maintaining an electronic association
`between each order received at a place at which goods or
`services are offered, the goods or services to be delivered at
`a point in the place, and enabling the association of the order
`with the delivery place to be altered between the time when
`the order is placed and the time when the order is delivered.
`
`[0008]
`In general, in another aspect, the invention features
`a method that includes maintaining an electronic association
`between each order point from which an order is received
`and a point at which the order is to be delivered, and
`enabling the association of the order point with the delivery
`point to be altered between the time when the order is placed
`and the time when the order is delivered.
`
`[0009]
`In general, in another aspect, the invention features
`a method that includes receiving orders for goods or services
`to be delivered quickly, automatically determining a mode or
`point at which each of the orders was originated, and
`
`automatically inferring from the mode or point at which the
`order was originated, a class of service to be associated with
`the order.
`
`[0010]
`Implementations of the invention may include one
`or more of the following features. The association of the
`class of service with the mode or point at which the order
`was originated may be changed at any time.
`
`[0011]
`In general, in another aspect, the invention features
`an apparatus that includes stations in a quick-serve com(cid:173)
`mercial establishment, the stations enabling users to enter
`orders, check the status of orders, and assemble orders for
`delivery, a network interconnecting the stations, each of the
`stations comprising storage for data about the orders, and
`software to cause copies of the data to be cached at multiple
`ones of the stations. Implementations of the invention may
`include the feature that each of the stations operates using
`the cached copies of the data if the station is disconnected
`from the network.
`
`[0012]
`In general, in another aspect, the invention features
`a method that includes receiving data about sources of
`telephone calls from a data port of a telephone switch, and
`automatically using the data in connection with entry of
`orders and fulfillment of orders in a place at which goods or
`services are delivered.
`
`[0013]
`In general, in another aspect, the invention features
`a method that includes accumulating data about character(cid:173)
`istics of telephone calls in which orders are received for
`goods or services that are to be delivered quickly after the
`orders are received, associating the data with information
`about the orders, and analyzing the data and the information
`to correlate features of the telephone calls with features of
`the orders.
`
`[0014]
`In general, in another aspect, the invention features
`a method that includes receiving orders for goods electroni(cid:173)
`cally at an order entry point, the orders to be fulfilled by
`delivery of the goods at a remote delivery point at which the
`goods are to be quickly prepared in accordance with the
`orders for delivery to customers at the delivery point.
`
`[0015]
`Implementations of the invention may include one
`or more of the following features. Payment for the orders is
`received electronically at the order entry point. Payment for
`the orders is received by swiping a credit card through a
`magnetic stripe reader. Payment for the orders is received by
`swiping a debit card through a magnetic stripe reader and
`entering an identifying number in a key pad. A magnetic
`stripe reader at the order point is set to accept an electronic
`payment with a payment card and to indicate this ready state
`to a customer upon receiving the orders at an order point.
`The ready state of the magnetic stripe reader at the order
`point indicates to the customer if a previous attempt to make
`the electronic payment is unsuccessful
`
`[0016]
`In general, in another aspect, the invention features
`an apparatus that includes call center equipment to enable a
`call center operator to process incoming orders for goods to
`be delivered quickly, and communication equipment to
`enable the incoming orders to be forwarded to at least two
`different delivery points, remote from the call center equip(cid:173)
`ment, at which the goods are to be delivered.
`
`[0017]
`In general, in another aspect, the invention features
`a method that includes receiving an electronic image of a
`
`

`

`US 2005/0049921 Al
`
`Mar. 3, 2005
`
`2
`
`customer, and associating the electronic image with an order
`of a customer for goods or services that are to be prepared
`and delivered quickly to the customer at a delivery location.
`
`[0018]
`Implementations of the invention may include one
`or more of the following features. The contents of the order
`may be displayed with the electronic image. The order may
`be displayed according to the displayed contents. The elec(cid:173)
`tronic image of the customer is captured at the ordering
`location. The electronic image of the customer is captured at
`a location other than the ordering location. The electronic
`image of the customer is used to identify the customer in
`connection with the delivery of the goods or services.
`Information about the customer is associated with the elec(cid:173)
`tronic image of the customer. The information includes data
`useful in automatically determining features of an order for
`the customer. The information includes historical informa(cid:173)
`tion about orders previously placed by the customer. The
`features include the identity of the delivery location. The
`features include the nature of the goods and services to be
`ordered. The goods or services include quick-serve items.
`The quick-serve items include food. The electronic image is
`captured at a quick-serve drive-through ordering station, and
`the image is used at a delivery station in the vicinity of the
`drive-through ordering station. The image is stored in con(cid:173)
`nection with the order, and the image is used in connection
`with a subsequent order. Images of customers associated
`with multiple orders are displayed at a point at which the
`goods or services are to be delivered, the images being
`displayed in a sequence, and the sequence can be re-ordered
`to represent a sequence in which the customers are expected
`to appear at the delivery point. The electronic image is
`captured as a still frame of a video sequence of a video
`capture device. The video capture device is associated with
`a security surveillance system. The electronic image
`includes a low-resolution image. The image is captured
`automatically in response to a change of the state of the
`order for the customer.
`
`[0019]
`In general, in another aspect, the invention features
`an apparatus that includes a self-service order kiosk at which
`a customer places an order for goods or services to be
`prepared and delivered quickly after the order has been
`placed, and an image capture device to capture an image of
`the customer at the kiosk when the order is placed.
`
`[0020]
`In general, in another aspect, the invention features
`a method that includes receiving orders from customers for
`goods or services to be prepared and delivered quickly to the
`customers, receiving information about the context in which
`the orders have been received, and prioritizing the orders for
`delivery based on the contexts.
`
`[0021]
`Implementations of the invention may include one
`or more of the following features. The orders are also
`prioritized based on the times when the orders were
`received. The context includes the order point from which
`the order is placed. The order point includes one of a
`drive-through lane, a kiosk, a table, or a play place of a
`quick-serve restaurant. Each of the orders is marked elec(cid:173)
`tronically with a priority.
`
`[0022]
`In general, in another aspect, the invention features
`a method that includes enabling a manager to access a
`management database of a quick-serve restaurant location
`remotely through a web interface.
`
`[0023]
`In general, in another aspect, the invention features
`a method that includes obtaining a dynamically changing IP
`address of a quick-serve restaurant automatically from a
`server.
`[0024]
`In general, in another aspect, the invention features
`a method that includes receiving electronically from an
`order point, an order of a customer for goods or services to
`be prepared and delivered quickly to the customer in a
`commercial establishment, informing the customer at the
`order point of an identifier to be displayed at a delivery point
`in the commercial establishment, the delivery point being
`different from the order point, and electronically associating
`the identifier with the order.
`
`[0025]
`In general, in another aspect, the invention features
`a method that includes receiving at a call center, a call from
`a customer of a quick-serve restaurant that is remote from
`the call center, accepting an order from the customer at the
`call center, and electronically communicating information
`about the order to the restaurant to cause the order to be
`fulfilled at the restaurant.
`
`[0026]
`In general, in another aspect, the invention features
`a method that includes a customer in a restaurant placing an
`order by speaking with an order taker by telephone, and the
`order taker entering the order into a user interface of an order
`management system.
`[0027]
`In general, in another aspect, the invention features
`an apparatus comprising an image capture device to capture
`an image of a customer in an automobile at an order point
`of a drive-through lane of a quick-serve restaurant, and
`software to associate the image with an order placed by the
`customer at the order point.
`
`[0028] These and other embodiments may have one or
`more of the following advantages. Order processing is made
`simpler and less expensive. Placing orders and receiving
`them is made simpler, easier, and more comfortable. New
`modes of receiving, entering, preparing, and delivering
`orders are made possible. In the case of a quick-serve
`restaurant, customers can sit comfortably at a table to order
`food and while waiting for delivery. Customers can watch
`their children play in a play area while ordering food and
`then waiting for the food. The multi-lane, multi-order point
`drive-through food order and delivery system enables res(cid:173)
`taurant workers to match customers with customer food
`orders regardless of the sequence of customer arrivals at the
`food delivery points, through the use of customer images
`captured at the multiple order points, as well as other means.
`Using a telephone call center for order entry reduces labor
`cost and enables specialized call center workers to handle
`surges in business at meal times. Moreover, by handling
`calls from restaurants in different time zones, the call center
`staff can remain fully utilized all day long. Worker's com(cid:173)
`pensation insurance is less expensive for call center workers
`than for in-restaurant staff because of the relatively safer
`work environment.
`
`[0029] Other advantages will become apparent from the
`following description and from the claims.
`
`DESCRIPTION OF DRAWINGS
`
`[0030] FIG. 1 is a schematic view of a restaurant.
`
`[0031] FIG. 2 is another view of the restaurant of FIG. 1.
`
`

`

`US 2005/0049921 Al
`
`Mar. 3, 2005
`
`3
`
`[0032] FIG. 3 is a graphical user interface for order entry.
`[0033] FIG. 4 is a graphical user interface for accepting
`payment for orders and making change.
`[0034] FIG. 5 is a graphical user interface for matching
`customers with orders.
`[0035] FIG. SA is another graphical user interface for
`matching customers with food orders.
`[0036] FIG. 5B is a graphical user interface for matching
`customers in a drive-through window with orders.
`[0037] FIG. 6 is a graphical user interface to specify food
`production requirements and FIG. 6A is a graphical user
`interface to specify food production requirements in another
`language.
`[0038] FIG. 7 is a graphical user interface for a manager
`of a restaurant.
`[0039] FIGS. 7A and 7B are other interfaces for a man(cid:173)
`ager of a restaurant.
`[0040] FIGS. 8-10 are graphical user interfaces for cus(cid:173)
`tomers to enter orders by themselves.
`[0041] FIG. 11 is another view of the restaurant of FIG.
`1.
`[0042] FIG. 12 is a schematic view of the telephone
`connections for the restaurant of FIG. 1.
`[0043] FIG. 13 is a schematic view of the drive through
`for the restaurant of FIG. 1.
`[0044] FIG. 14 is a view of the software architecture of
`restaurant management software.
`[0045] FIG. 15 is a view of an implementation of the
`restaurant management software of FIG. 14.
`[0046] FIG. 16 is a schematic view of software system
`objects of the restaurant management software of FIG. 14.
`[0047] FIG. 17 is a table with data describing an order.
`
`DETAILED DESCRIPTION
`
`[0048]
`In what follows, an "order" is a set of items chosen
`by a customer. These items can include both standard items
`and customized items. For example, in the context of a
`quick-serve restaurant, the order could include a standard
`"large fries" and a customized "hamburger with pickles and
`onions, no mustard or mayonnaise." An "order point" is a
`logical location where a customer places his order, for
`example, the order point could be at the front counter or at
`the drive-through lane. An "order entry point" is a logical
`location where information about the order is entered in a
`machine-based system that manages orders. A "payment
`point" is a logical location at which payment is made for the
`order, for example, a cashier position at a front counter.
`"Marking" an order is an action that labels a customer's
`order with information that is useful for uniquely identifying
`the customer at the time of delivery. A "delivery point" is a
`logical location where the customer receives the order, for
`example, at a table in a restaurant.
`[0049] Referring to FIG. 1, in one example of a commer(cid:173)
`cial context in which orders for goods or services are
`processed, a quick-serve restaurant 2 includes a front
`counter 4, an order area 6, and a delivery area 6'. The
`
`restaurant 2 uses restaurant management software and a
`database to manage the placing of orders, the entry of orders,
`the preparation of the food in accordance with the orders,
`and the assembly and delivery of the orders, among other
`things. In one mode of operation, workers at the front
`counter 4 receive food orders and payment from customers
`in an order area 6 (which then serves as both the order entry
`point and the payment point) and enter them into the
`database using order entry terminals. Customers in the
`delivery area 6' (which then serves as the delivery point)
`wait for deliveries of the orders from the front counter 4. At
`a kitchen 8, workers produce food items to fulfill the orders
`and send the food items to a landing zone 10.
`
`[0050] The restaurant management software determines
`production requirements for food items at any given time
`from the orders stored in the database, determines produc(cid:173)
`tion instructions from these requirements, and displays the
`production instructions on kitchen video displays (not
`shown). The restaurant management software develops
`these production
`instructions by matching production
`resources with production requirements and balancing the
`loading of the resources. Production resources include grills
`for cooking food. Thus, in some examples, the restaurant
`management software can balance the production loading of
`kitchen grills by displaying different orders to be processed
`on kitchen video displays in front of different kitchen grills.
`Workers at the front counter 4 take food items from the
`landing zone 10 and from other supplies of prepared food
`items, assemble the orders according to order information