Automated Service Measurement, Monitoring and Management

Abstract

In a method and system of service management, a radiative sensor is positioned to observe an area of interest. At least one frame of data of the area of interest is electronically acquired from the radiative sensor. The acquired frame of data is electronically processing to determine the presence or absence of at least one object in the area of interest. Based on the presence or absence of the object in the area of interest, (1) an alert is electronically caused to be generated in response to also electronically detecting another object in another area of interest, and/or (2) a timer is electronically caused to initiate or terminate counting a period of time.

1 . A method of service management comprising:
 (a) providing a radiative sensor positioned to observe an area of interest;   (b) electronically acquiring from the radiative sensor at least one frame of data of the area of interest;   (c) electronically processing said acquired frame of data to determine the presence or absence of at least one object in the area of interest;   (d) based on the presence or absence of the object in the area of interest determined in step (c), electronically causing a human detectable alert to be generated in response to also electronically detecting a state of another object in another area of interest, wherein the other object in the other area of interest is electronically detected via the radiative sensor or another radiative sensor.   
     
     
         2 . The method of  claim 1 , wherein the state in step (d) comprises one or more of the following:
 presence of the object at a specific location in the area of interest;   state of a customer order associated with the object;   state of fulfillment of a customer order associated with the object;   state of stopped motion associated with the object; and   location of the object in a sequence or group of objects.   
     
     
         3 . The method of  claim 1 , wherein steps (b), (c) and (d) are performed substantially in real time. 
     
     
         4 . The method of  claim 1 , further including repeating steps (b), (c) and (d) a plurality of times. 
     
     
         5 . The method of  claim 1 , wherein:
 the area of interest is a counter service location;   the object is a service person;   the other object is a patron; and   the alert is generated when the service person is not present and the patron is present.   
     
     
         6 . The method of  claim 1 , wherein:
 the area of interest is a drive-through lane; and   the object is a vehicle.   
     
     
         7 . The method of  claim 6 , further including maintaining a real-time count of each vehicle in the drive-through lane. 
     
     
         8 . The method of  claim 1 , wherein:
 the area of interest is a parking space; and   the object is a vehicle.   
     
     
         9 . The method of  claim 8 , wherein the alert is generated when the vehicle enters the parking space. 
     
     
         10 . The method of  claim 1 , wherein a background subtraction technique is utilized in step (c) to determine the presence of the at least one object in the area of interest from background of the area of interest observed by the radiative sensor in the absence of any object in the area of interest. 
     
     
         11 . A service management system comprising:
 a radiative sensor positioned to observe an area of interest;   means for electronically acquiring from the radiative sensor at least one frame of data of the area of interest;   means for electronically processing said acquired frame of data to determine the presence or absence of at least one object in the area of interest; and   means for electronically causing a human detectable alert to be generated in response to also electronically detecting a state of another object in another area of interest, wherein the other object in the other area of interest is electronically detected via the radiative sensor or another radiative sensor.   
     
     
         12 . The system of  claim 11 , wherein the state comprises one or more of the following:
 presence of the object at a specific location in the area of interest;   state of a customer order associated with the object;   state of fulfillment of a customer order associated with the object;   state of stopped motion associated with the object; and   location of the object in a sequence or group of objects.   
     
     
         13 . The system of  claim 11 , wherein the means for electronically processing utilizes a background subtraction technique to determine the presence or absence of the at least one object in the area of interest. 
     
     
         14 . The system of  claim 11 , wherein:
 the area of interest is a counter service location;   the object is a service person;   the other object is a patron; and   the alert is generated when the service person is not present and the patron is present.   
     
     
         15 . The system of  claim 11 , wherein:
 the area of interest is a drive-through lane; and   the object is a vehicle.   
     
     
         16 . The system of  claim 15 , further including maintaining a real-time count of each vehicle in the drive-through lane. 
     
     
         17 . The system of  claim 11 , wherein:
 the area of interest is a parking space; and   the object is a vehicle.   
     
     
         18 . The system of  claim 17 , wherein the alert is generated when the vehicle enters the parking space.