ORDER MANAGEMENT AND FULFILLMENT SYSTEMS AND METHODS

Abstract

A scale-based order management and fulfillment system includes a computer system configured as an order manager, the computer system connected for electronic receipt of customer orders from one or more external devices or systems; and a plurality of scales within a store. The computer system is configured to dynamically process customer orders for fulfillment.

Claims

1. A scale-based order management and fulfillment system, comprising: a computer system configured as an order manager, the computer system connected for electronic receipt of customer orders from one or more external devices or systems; a plurality of scales within a store, each scale including: a weighing station for receiving food products to be weighed, the weighing station having an associated mechanism for producing weight indicative signals; a controller for receiving weight indicative signals from the mechanism, the controller operable to establish a price for a weighed food product based in part upon a weight indicative signal produced for that food product; a communications interface for receiving customer order information from the computer system and for communicating order handling information to the computer system; an operator interface including an operator display, the controller connected with the operator display for control thereof; wherein the controller is configured to receive the customer order information and display, on the operator display, information enabling the operator to select, view and process orders; wherein the computer system is configured to dynamically process customer orders for fulfillment, including: tracking incoming customer orders and limiting customer order completion availability based upon a number of orders permitted during a specified time period.

2. The system of claim 1, wherein the computer system is further configured to: track incoming customer orders and limit customer order completion availability based upon operating hours of a perishables department of the store.

3. The system of claim 1, wherein the computer system is further configured to: receive order cancellations and determine acceptance or denial of each order cancellation based upon a time parameter associated with the customer order to which such order cancellation relates.

4. The system of claim 1, wherein the computer system is further configured to: filter customer orders according to a target completion time associated with each customer order and incorporate, into the customer order information communicated to the scales, prioritization data that causes the scales to display received customer orders in a list format that is sequential based on the target completion times for the customer orders.

5. The system of claim 1, wherein the computer system is further configured to: track completion or non-completion of the customer orders and, upon non-completion of a given customer order according to its associated target completion time, generating an alert message that is electronically communicated to a designated store contact.

6. The system of claim 1, wherein the computer system is further configured to: for each customer order, track each of (1) time of submission of the customer order to the computer system, (2) time of initial opening of the customer order, by a scale operator, for review and fulfillment and (3) time of completion, by the scale operator, of the customer order.

7. The system of claim 1, wherein a first external device or system is comprised by an in-store kiosk and a second external device or system is comprised by an online ordering portal, wherein the computer system is further configured to: associate each customer order with the first external device or system or the second external device or system and to incorporate, into the customer order information communicated to the scales, an order source indicator that causes the scales to display received customer orders with a visual indication of whether the customer order is a kiosk-type order or an online-type order.

8. The system of claim 1, wherein the computer system is further configured to: upon receipt, from a given scale, of an indication that a given customer order has been selected for handling by an operator of the given scale, lock the given customer order from selection by another operator on another scale.

9. The system of claim 1, wherein the scales interface with the computer system via one of a web page interface or a scale online ordering client application.

Description

BRIEF DESCRIPTION OF THE DRAWINGS

[0038] FIG. 1 is a schematic of an online order management and fulfillment system;

[0039] FIG. 2 is a schematic depiction of an exemplary scale;

[0040] FIGS. 3-9 show exemplary interface screens presented on a scale used in the order management and fulfillment system.

DETAILED DESCRIPTION

[0041] Referring to FIG. 1, a system a scale-based order management and fulfillment system 10 includes a computer system 12 configured as an order manager. The computer system could be comprised of one or more computers the location of which could vary. For example, the order management functionality could reside in the cloud, on a virtual machine, on a headquarters dedicated server or on a store-specific server. The computer system 12 is connected for electronic receipt of customer orders from one or more external devices or systems. Here, a customer online portal 14 associated with a store chain e-commerce server 16 operates as one device/system capable of providing orders to the computer system 12, and an in-store kiosk 18 operates as another device/system capable of providing orders to the computer system 12. The kiosk 18 include an associated printer mechanism 20 at which in-store customers can choose to print a ticket with order details or, in the case of a customer simply waiting in line, a customer queue number. The computer system 12 is connected for delivering display information to a display 22 (e.g., a TV), which can include now serving/queue information and/or other information.

[0042] A plurality of scales 30 are also located within a store 28 in which the kiosk 18 and display 22 are located. Each scale includes a weigh station 32 and a display 34. Weigh station 32 may take the form of a platter-type member supported in relationship to a load cell (internal of the scale housing) that produces a weight indicative signal when a food item is placed on the weigh station 32 for weighing. Illustrated display 34 may take the form of an LCD-type display, but other technologies could be used. In the illustrated embodiment the display 34 is a touch screen-type display that also functions as a user input device by displaying image buttons/icons that can be triggered or selected by an operator. A side portion 36 of the scale housing holds a label printer and associated supply of labels, which are dispensed through a label slot in the housing. Although display 34 is shown incorporated into the housing of the scale 30, the display could take the form of a marquee-type display located on a support extending upward from the scale housing. In some implementations the display need not be attached to the scale/printer via a support but could be a separately housed console that is logically attached to the scale/printer.

[0043] Referring the exemplary schematic of FIG. 2, each scale 30 includes a controller 40, such as a microprocessor-based unit, connected to control the display 34 and user input 36 and connected to receive weight indicative signals from the weighing station 32. A print head 42 and associated supply of label stock 44 that can be moved past the print head 42 is also shown. In one example the print head 42 may be a thermal print head for use with thermally activated label stock. However, other types of printing technologies and label media could also be used. Likewise, RFID read/write technology could be incorporated for dealing with labels having RFID tags. The controller 40 is also connected with a communications interface 46, which may take the form of a standard connector (and associated circuitry) for a USB, RS-232, Ethernet or other hard-wired communication line. In another example the communications interface 46 may be formed by a wireless communication device such as an RF transceiver. Multiple communication interfaces could also be provided. The illustrated controller 40 includes associated memory 48 for storing product information (e.g., product names, characteristics and pricing stored in association with corresponding product numbers), software and firmware. By way of example, each scale 30 may be of the type described in U.S. Pat. No. 11,041,751, the entirety of which is incorporated herein by reference.

[0044] Thus, each scale 30 includes a weighing station for receiving food products to be weighed, the weighing station having an associated mechanism (e.g., internal load cell) for producing weight indicative signals. Each scale also includes a controller for receiving weight indicative signals from the mechanism, where the controller operable to establish a price for a weighed food product based in part upon a weight indicative signal produced for that food product. Each scale further includes a communications interface for receiving customer order information from the computer system and for communicating order handling information to the computer system. Each scale further includes an operator interface including an operator display, the controller connected with the operator display for control thereof. The controller of each scale is configured to receive the customer order information and display, on the operator display, information enabling the operator to select, view and process orders.

[0045] The computer system 12 is configured to dynamically process customer orders for fulfillment by scale operators within the store. In this regard, as seen in exemplary scale interface screen 50 of FIG. 3, various operator selectable buttons are presented on the display, including an Online Ordering button 50a and a Queue Management button 50b. Each of these buttons is overlaid with a corresponding visual notification graphic 50c and 50d that indicates the number or online orders waiting to be processed and the number of persons in the queue waiting to be served in the department in which the scale is located. These graphics are maintained and updated by the computer system 12, which communicates the updates to the scales, in real time. When additional orders are sent out to the scales, causing update of the graphic 50c, the computer system 12 can also trigger the scales to output a visual and/or audio alert to communicate that an update has been made.

[0046] In addition, the computer system 12 tracks incoming customer online and/or or kiosk orders and limits customer order completion availability based upon a number of orders permitted during a specified time period. So, for example, the computer system 12 may only permit 10 online orders to be processed per hour, so as to prevent overloading of scale operators in the store department. If additional online orders come in once the limit is reached, the computer system 12 will communicate to the e-commerce server 16 that time slots are not available until a next hour and/or present specific time slots that are available and open for selection. The computer system 12 is further configured to track incoming customer online orders and limit customer order completion availability based upon operating hours of the perishables department of the store. So, for example, if the online order information received from the e-commerce server 16 after the deli department has closed, the computer system 12 communicates back to the e-commerce server that the order is refused and/or presents options for completion of the order at a later time (e.g., the next day when the department is again open). For this purpose, the computer system 12 includes a database that includes store department hours. Further, the computer system 12 tracks whether orders are timely completed, and is configured to alert as an order approaches its deadline for completion. Thus, as orders come near customer pickup times, the computer system 12 will trigger the scales to alert operators to the need to complete the order. For example, is a customer places an order for 2:00 PM pickup/completion, and the order it not filled by 1:40 PM, the computer system may initiate a color change and/or flashing of the graphic 50c, as well as causing the scales to output an audio alert in the form of beeping to hopefully catch attention that an order needs to be filled immediately.

[0047] If the scale operator selects the Online Ordering button 50a, the display will transition to the exemplary interface screen 52 of FIG. 4, which shows a listing 52a of orders to be processed. Here, the listing includes Order ID, Customer name, Delivery Time, Type and Status fields for each order. Notably, the Type field identifies whether the order is an online-type order, a kiosk-type order or, simply a person waiting for live ordering (indicated by Number). The computer system 12 can be configured to filter customer orders according to target completion time associated with each customer order and to incorporate, into the customer order information communicated to the scales, prioritization data that causes the scales to, at least initially, display received customer orders in the list format sequentially based on the target completion times for the customer orders. The computer system 12 may also be configured such that sorting of the orders based upon any of the Order ID, Customer name, Delivery Time, Type and Status fields is available to the scale operator by simply touching the field name. Moreover, in embodiments, the computer system 12 tracks completion or non-completion of the customer orders and, upon non-completion of a given customer order according to its associated target completion time, generates an alert message that is electronically communicated to a designated store contact (e.g., SMS message or e-mail to a store manager or department manager).

[0048] The exemplary interface screen 54 of FIG. 5 shows an alternative display format for the orders, which is tiled. Each tile 54a includes an order type field 54b which specifies the order type. In addition, a color coding may be overlaid on the type field (e.g., red for overdue, blue for future, yellow for near future and teal for customers that are waiting in-person).

[0049] Regardless of the exact format of the interface screen (e.g., 52 or 54), the computer system 12 is configured to associate each customer order with the online ordering portal or the kiosk and incorporates, into the customer order information communicated to the scales, an order source indicator that causes the scales to display received customer orders with the visual indication of whether the customer order is a kiosk-type order or an online-type order. Customer orders that will be in-person are also tracked with the queue manager.

[0050] If the scale operator selects one of the orders (e.g., by pressing the Order ID field of the order), then the order details are presented to the scale operator, per the exemplary user interface screen 56 of FIG. 6. In some embodiments, when the computer system 12 receives an indication that a given customer order has been selected for handling by an operator of a given scale, the computer system updates the order information of other scales so that the given customer order is locked from selection by another operator on another scale. In the interface screen 56 of FIG. 6, each item in the order is designated as a line item 56a, 56b and 56c of the order, each with associate fields, including PLU (price look-up number), Description, # (desired amount by weigh or count) and Price. In addition, each line item includes a selectable fill order graphic 56a-1 by which the scale operator can begin to fill the order, with selection of such graphic bring up any further order details for the line item and/or automatically transitioning the displayed interface to a standard weighing screen in which the PLU for the item being filled is already populated to facilitate weighing, pricing and label printing. For example, FIG. 8 shows an exemplary user interface screen 60 in which a pop-up window 60a is generated with the additional order details, such as instructions, which could be how thick to slice the food product (e.g., thin or thick) or how to package the food product (e.g., separate into two packages).

[0051] Referring again to FIG. 6, each line item also includes an associated item status graphic 56a-2, that may also be color-coded. For example, a blue X graphic may indicate an item that is yet to be filled, a red X graphic indicating an item that cannot be filled, a green checkmark graphic may indicate an item that has already been filled, and a yellow arrow graphic indicating an item that has been filled with a substitute or alternative item (e.g., the order brand of ham replaced with an alternative brand). Once an item is filled or identified as unfillable, the computer system 12 may disable that line item row from further selection, unless the item is reset by the scale operator (e.g., using the selectable Reset Item button 56d). Upon completion of all line items, the scale operator selects the Complete button 56e to communicate that the order is completely filled (but for any items not fillable).

[0052] The computer system 12 interfaces with the scale during order filling by the scale operator, and is configured such that, for each customer order, the computer system 12 tracks each of (1) time of submission of the customer order to the computer system, (2) time of initial opening of the customer order, by a scale operator, for review and fulfillment and (3) time of completion, by the scale operator, of the customer order. The computer system 12 may also be configured to track timing of each line item, substitutes made by the scale operator, and items that are unfillable from the order. In this regard, exemplary user interface screen 58 of FIG. 7 shows a pop-up window 58a that the scale operator can use to indicate that an item cannot be filled and/or substitute another item (e.g., using the selectable Substitute button 58b).

[0053] The dynamic handling of customer orders by the computer system 12 also enables order to be changed or canceled, at least in some situations. So, for example, if a customer who previously submitted an online order via the portal 14 later determines to remove or change an item in the order, or cancel the order entirely, the customer can do so provided a time criteria is met. Thus, the computer system 12 receives, for example, order cancellations from the e-commerce server 16 and determines acceptance or denial of each order cancellation based upon a time parameter associated with the customer order to which such order cancellation relates. The time parameter may for example, require all cancellations to occur at least one hour before the designated completion time of the order. The exact time criteria could be different or adjustable (e.g., by a store manager or department manager).

[0054] Referring again to FIG. 4, the order listing screen 52 includes various function buttons, including a selectable search button 52b that enables a scale operator to pull up the user interface search screen 62 of FIG. 9, which includes search fields 62a that enable the scale operator to search by the various order field data. If customers or a manager inquire about an order, the scale operator can attempt to search and identify order status.

[0055] Various other features can be implemented in the online order management system 10, including those described in the Summary section above.

[0056] In examples:

[0057] Ex1. A scale-based order management and fulfillment system, comprises: a computer system configured as an order manager, the computer system connected for electronic receipt of customer orders from one or more external devices or systems; a plurality of scales within a store, each scale including: a weighing station for receiving food products to be weighed, the weighing station having an associated mechanism for producing weight indicative signals; a controller for receiving weight indicative signals from the mechanism, the controller operable to establish a price for a weighed food product based in part upon a weight indicative signal produced for that food product; a communications interface for receiving customer order information from the computer system and for communicating order handling information to the computer system; an operator interface including an operator display, the controller connected with the operator display for control thereof. The controller is configured to receive the customer order information and display, on the operator display, information enabling the operator to select, view and process orders. The computer system is configured to dynamically process customer orders for fulfillment by carrying out at least one of the following operations: (a) tracking incoming customer orders and limiting customer order completion availability based upon a number of orders permitted during a specified time period; and/or (b) receiving order cancellations and determining acceptance or denial of each order cancellation based upon a time parameter associated with the customer order to which such order cancellation relates; and/or (c) where a first external device or system is comprised by an in-store kiosk and a second external device or system is comprised by an online ordering portal, associating each customer order with the first external device or system or the second external device or system and incorporating, into the customer order information communicated to the scales, an order source indicator that causes the scales to display received customer orders with a visual indication of whether the customer order is a kiosk-type order or an online-type order.

[0058] Ex2. The system of Ex1, wherein the computer system is configured to carry out at least two of operations (a), (b) or (c).

[0059] Ex3. The system of Ex1, wherein the computer system is configured to carry out all of operations (a), (b) and (c).

[0060] Ex4. The system of any preceding example, wherein the computer system is further configured to: track incoming customer orders and limit customer order completion availability based upon operating hours of a perishables department of the store.

[0061] Ex5. The system of any preceding example, wherein the computer system is further configured to: filter customer orders according to a target completion time associated with each customer order and incorporate, into the customer order information communicated to the scales, prioritization data that causes the scales to display received customer orders in a list format that is sequential based on the target completion times for the customer orders.

[0062] Ex6. The system of any preceding example, wherein the computer system is further configured to: track completion or non-completion of the customer orders and, upon non-completion of a given customer order according to its associated target completion time, generating an alert message that is electronically communicated to a designated store contact.

[0063] Ex7. The system of any preceding example, wherein the computer system is further configured to: for each customer order, track each of (1) time of submission of the customer order to the computer system, (2) time of initial opening of the customer order, by a scale operator, for review and fulfillment and (3) time of completion, by the scale operator, of the customer order.

[0064] Ex8. The system of any preceding example, wherein the computer system is further configured to: upon receipt, from a given scale, of an indication that a given customer order has been selected for handling by an operator of the given scale, lock the given customer order from selection by another operator on another scale.

[0065] Ex10. The computer system of any preceding example, wherein the scales interface with the computer system via one of a web page interface or a scale online ordering client application.

[0066] It is to be clearly understood that the above description is intended by way of illustration and example only, is not intended to be taken by way of limitation, and that other changes and modifications are possible.