U.S. patent application number 11/548110 was filed with the patent office on 2007-04-19 for online shopping system.
This patent application is currently assigned to THE KROGER COMPANY. Invention is credited to David B. Hopson, Kemberly S. Keys.
Application Number | 20070088628 11/548110 |
Document ID | / |
Family ID | 32042498 |
Filed Date | 2007-04-19 |
United States Patent
Application |
20070088628 |
Kind Code |
A1 |
Hopson; David B. ; et
al. |
April 19, 2007 |
ONLINE SHOPPING SYSTEM
Abstract
An online shopping system that permits a customer to submit
online orders for items and/or services from a store that serves
both walk-in customers and online customers. The online shopping
system presents an online display of an order cutoff time and an
associated delivery window for items selected by the customer. The
system accepts the customer's submission of a purchase order for
the item in response to a time of submission being before the order
cutoff time. The online shopping system does not settle with a
credit supplier of the customer until the item selected by the
customer is picked from inventory but before it is delivered.
Therefore, the customer can go online and make changes to the
order. In addition, available service windows are presented to the
customer as a function of customer selected order and service
types; and further, the order picking is assigned in accordance
with a picker's preference.
Inventors: |
Hopson; David B.; (Arvada,
CO) ; Keys; Kemberly S.; (Golden, CO) |
Correspondence
Address: |
WOOD, HERRON & EVANS, LLP
2700 CAREW TOWER
441 VINE STREET
CINCINNATI
OH
45202
US
|
Assignee: |
THE KROGER COMPANY
1014 Vine Street
Cincinnati
OH
|
Family ID: |
32042498 |
Appl. No.: |
11/548110 |
Filed: |
October 10, 2006 |
Related U.S. Patent Documents
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Application
Number |
Filing Date |
Patent Number |
|
|
10265614 |
Oct 7, 2002 |
7124098 |
|
|
11548110 |
Oct 10, 2006 |
|
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|
Current U.S.
Class: |
705/26.43 ;
705/26.41; 705/26.81; 705/27.1 |
Current CPC
Class: |
G06Q 30/0613 20130101;
G06Q 30/0617 20130101; G06Q 30/0635 20130101; G06Q 30/0633
20130101; G06Q 10/02 20130101; G06Q 30/0603 20130101; G06Q 10/08
20130101; G06Q 30/0641 20130101 |
Class at
Publication: |
705/027 |
International
Class: |
G06F 17/30 20060101
G06F017/30 |
Claims
1-46. (canceled)
47. A method of processing an order with an online shopping system
that permits a customer to submit and thereafter change an order
with a store that serves both walk-in customers and online
customers, the method comprising: presenting to the customer a
display identifying at least one of an item and service using a
customer computer connectable to a second computer by an internet;
presenting to the customer a display acknowledging a customer's
selection of the at least one of an item and service using the
customer computer connectable to the second computer by the
internet; presenting to the customer a display of at least one
service window and a respective order cutoff time using the
customer computer connectable to the second computer by the
internet, the at least one service window identifying a time window
on a date when a prospective online order can be provided to the
customer via one of a customer pickup and delivery, the respective
order cutoff time identifying a time after which the order of the
customer's selection cannot be changed; presenting to the customer
a display permitting the customer to submit an online order for the
customer's selection of the at least one an item and service and a
first service window having a first order cutoff time using the
customer computer connectable to the second computer by the
internet; presenting to the customer a display confirming a
submission of the online order and the first service window with
the first order cutoff time using the customer computer connectable
to the second computer by the internet; storing the online order
and the first service window with the first order cutoff time in
the second computer; thereafter, transmitting instructions from the
customer to change the online order previously submitted by the
customer using the customer computer connectable to the second
computer by the internet; and presenting, using the customer
computer connectable to the second computer by the internet, a
display to the customer confirming compliance with the instructions
to change the online order in response to the instructions being
submitted prior to the first order cutoff time associated with the
first service window.
48. The method of claim 49 wherein prior to transmitting
instructions, the method further comprises: generating instructions
from the customer computer to log off the customer computer from
the online shopping system; and thereafter, generating instructions
from the customer computer to log on the customer computer to the
online shopping system.
49. The method of claim 49 wherein after transmitting instructions,
the method further comprises: comparing a time of submission of the
online order to the first order cutoff time associated with the
first service window; and presenting the display to the customer
confirming compliance with the instructions to change the online
order in response to the time of submission being before the first
order cutoff time.
50. The method of claim 51 further comprising presenting, using the
customer computer connectable to the second computer by the
internet, a display to the customer requesting the customer contact
a customer service representative in response to the time of
submission of the online order being later than the first order
cutoff time.
51. The method of claim 49 wherein prior to presenting to the
customer a display identifying at least one of an item and service,
the method further comprises presenting to the customer a display
of at least one customer selectable order type using the customer
computer connectable to the second computer by the internet, the
display of at least one customer selectable order type identifying
one of a grocery order, an event planning service, a catering
service order, a flower order and a liquor order.
52. The method of claim 53 further comprising presenting to the
customer a display of at least one customer selectable service type
using the customer computer connectable to the second computer by
the internet, the display of at least one customer selectable
service type identifying one of a delivery service, a pick up
service and a print a shopping list service.
53. The method of claim 54 wherein the at least one service window
and the respective order cutoff time are determined in part by at
least one of an order type and a service type selected by the
customer.
54. The method of claim 55 wherein the at least one service window
and the respective order cutoff time are further determined in part
by at least one of an available picking capacity, an available
delivery truck capacity and an available delivery stop
capacity.
55. A method of processing an order with an online shopping system
that permits a customer to submit and thereafter change an order
with a store that serves both walk-in customers and online
customers, the method comprising: providing a communication link
between the customer and a member proxy who may be authorized to
place an order on behalf of the customer; presenting to the member
proxy a display identifying at least one of an item and service
using a member proxy computer connectable to a second computer;
presenting to the member proxy a display acknowledging a customer's
selection of the at least one of an item and service using the
member proxy computer connectable to the second computer;
presenting to the member proxy a display of a plurality of service
windows and respective order cutoff times using the member proxy
computer connectable to the second computer, each service window
identifying a time window on a date when a prospective online order
can be provided to the customer via one of a customer pickup and
delivery, each respective order cutoff time identifying a time
after which an order for the customer's selection cannot be
changed; presenting to the member proxy a display permitting the
member proxy to submit an online order for the customer's selection
of the at least one an item and service and a first service window
having a first order cutoff time using the member proxy computer
connectable to the second computer; presenting to the member proxy
a display confirming a submission of the online order and the first
service window with the first order cutoff time using the member
proxy computer connectable to the second computer; and storing the
online order and the first service window in the second
computer.
56. The method of claim 57 further comprising: thereafter,
transmitting instructions to change the online order previously
submitted by on behalf of the customer; and presenting a display
confirming compliance with the instructions to change the online
order in response to the instructions being submitted prior to the
first order cutoff time associated with the first service
window.
57. The method of claim 57 further comprising: thereafter,
transmitting instructions from the member proxy to change the
online order previously submitted by on behalf of the customer
using the member proxy computer connectable to the second computer;
and presenting, using the member proxy computer connectable to the
second computer, a display to the member proxy confirming
compliance with the instructions to change the online order in
response to the instructions being submitted prior to the first
order cutoff time associated with the first service window.
58. The method of claim 57 further comprising: thereafter,
transmitting instructions from the customer to change the online
order previously submitted by on behalf of the customer using the
customer computer connectable to the second computer by an
internet; and presenting, using the customer computer connectable
to the second computer by an internet, a display to the customer
confirming compliance with the instructions to change the online
order in response to the instructions being submitted prior to the
first order cutoff time associated with the first service
window.
59. The method of claim 57 wherein prior to transmitting
instructions, the method further comprises: terminating the
communications link between the customer and the member proxy; and
thereafter, re-establishing the communications link between the
customer and the member proxy.
60. A method of processing an order with an online shopping system
that permits a customer to submit and thereafter change an order
with a store that serves both walk-in customers and online
customers, the method comprising: presenting to the customer a
display identifying an item using a customer computer connectable
to a second computer by an internet; presenting to the customer a
display acknowledging a customer's selection of the item using the
customer computer connectable to the second computer by the
internet; presenting, using the customer computer connectable to
the second computer by the internet, at least one display to the
customer permitting the customer to submit an online order for the
customer's selection of the item and an authorization to pay for
the online order using a credit supplier; presenting, using the
customer computer connectable to the second computer by the
internet, at least one display to the customer confirming a
submission of the online order by the customer and the
authorization to pay for the online order using a first credit
supplier; storing the online order and the authorization to pay for
the online order using the first credit supplier in the second
computer; thereafter, picking the item in the online order;
thereafter, settling the online order for the customer's selection
of the item with the first credit supplier; and thereafter,
providing the online order of the item to the customer via one of a
customer pickup and delivery.
61. The method of claim 62 wherein after picking the item, the
method further comprises repricing the item prior to settling the
online order.
62. The method of claim 62 wherein the display of the authorization
to pay for the online order using a credit supplier further
comprises a display identifying the credit supplier.
63. The method of claim 62 wherein after presenting a display
identifying at least one of an item and service, the method further
comprises: presenting to the customer a display of a plurality of
service windows and respective order cutoff times using the
customer computer connectable to the second computer by the
internet, each service window identifying a time window on a date
when a prospective online order can be provided to the customer via
one of a customer pickup and delivery, each respective order cutoff
time identifying a time after which the prospective online order
cannot be changed; presenting to the customer a display confirming
a customer submission of a first service window and a first order
cutoff time using the customer computer connectable to the second
computer by the internet; storing the first service window and the
first order cutoff time in the second computer; thereafter,
transmitting instructions from the customer to change the online
order previously submitted by the customer using the customer
computer connectable to the second computer by the internet; and
presenting, using the customer computer connectable to the second
computer by the internet, a display to the customer confirming
compliance with the instructions to change the online order in
response to the instructions being submitted prior to the first
order cutoff time associated with the first service window.
64. A method of processing an order with an online shopping system
that permits a customer to submit an order with a store that serves
both walk-in customers and online customers, the method comprising:
presenting, using a customer computer connectable to a second
computer by an internet, a display to a customer permitting the
customer to select an order type from several order types, one
order type being limited to one of an item and service not
available with another order type; presenting, using the customer
computer connectable to the second computer by an internet, a
display to the customer permitting a customer to select a service
type from several service types, each service type having at least
one service window identifying a window of time and a date during
which an order may be provided to a customer via one of a customer
pickup and delivery; receiving, using the customer computer
connectable to the second computer by an internet, a request from
the customer to display available service windows for a first order
type and a first service type selected by the customer; retrieving
all service windows over a date interval for the first order type
and the first service type; identifying available service windows
for the first order type and the first service type by eliminating
service windows that have a time and date earlier than a current
time and date plus lead times for the first order type and the
first service type, and exceed system resources to pick and deliver
items selected by the customer associated with the first order type
and the first service type; and presenting a display to the
customer of the available service windows for the first order type
and the first service type using the customer computer connectable
to the second computer by an internet.
65. The method of claim 66 wherein the several service types
comprise one of orders that are to be delivered to the customer,
orders that are to be picked up by the customer and printing a list
of items for the customer.
66. The method of claim 66 wherein printing a list of items further
comprises printing a listing of selected by the customer in pick
list order and their location in the store.
67. The method of claim 66 wherein the several order types comprise
one of orders for groceries, flowers, liquor products and catering
services.
Description
RELATED APPLICATIONS
[0001] The present application is a Divisional Application of
application Ser. No. 10/265,614, filed on Oct. 7, 2002, which is
hereby expressly incorporated by reference herein.
FIELD OF THE INVENTION
[0002] This invention relates generally to the field of electronic
commerce and more particularly, to an improved online shopping
system.
BACKGROUND OF THE INVENTION
[0003] For a number of years, shopping over the internet has grown
increasingly popular for both business and personal use as more
merchants offer goods and services through associated websites.
Normally, with an internet based shopping system, a customer
accesses a website, views products and/or services and associated
specifications, chooses a product and/or service for purchase,
selects a delivery option, provides delivery and credit card
payment information and authorizes a purchase transaction.
[0004] When ordering goods, many shopping systems provide a virtual
shopping cart for holding items selected for purchase. Successive
items selected for purchase are placed into the virtual shopping
cart until a customer completes their shopping trip. Virtual
shopping carts may be examined at any time, and their contents can
be edited or deleted at the option of the customer. Once the
customer decides to submit a purchase order, the customer may print
the contents of the virtual shopping basket in order to obtain a
hard copy record of the transaction.
[0005] Internet based shopping systems allow a customer a great
deal of flexibility, and certain types of shopping systems have
proven more successful than others. For example, shopping systems
that offer commonly purchased and relatively higher priced
goods/services are more economically feasible. For example, the
sale of clothing, computers and airline tickets via electronic
commerce has proven successful. Those shopping systems often
provide shopping at a website owned by the brand name supplier, and
therefore, competitive products do not have to be accommodated.
Further, the higher priced goods/services provide the supplier with
a higher average value and more cash flow per order. In addition,
delivery is often provided by a third party delivery service with
which the customer is often familiar; and in addition, the
customer's expectations regarding delivery are based on the
capabilities and experience with known delivery services. Most
often, a customer is satisfied knowing a day or a range of days for
the delivery. Also, with most electronic commerce systems, the
goods are not perishable and do not require special handling.
Finally, in many situations, the goods are available in their
original packaging and do not have to be specially handled or
repackaged for electronic commerce customers.
[0006] Electronic commerce or internet shopping systems for
groceries are also available. However, grocery items are normally
lower cost items, and often more items are required for purchase in
order to provide an economically feasible minimum order. Further,
an online grocery shopping system must provide numerous brand names
for each item, each of which has unique product specifications, and
that complicates the viewing and ordering process not only for the
shopping system provider but also the customer. Also, once an order
for grocery items is placed, often items, for example, produce,
cannot be shipped in their original packaging and therefore,
require special handling and repackaging. In addition, customers of
grocery shopping expect that their order will be available and/or
delivered within a relatively small time window, for example, a
couple of hours, either on the day that the order is placed or, a
day in the near future. Further, often a commercial delivery
service does not exist that fulfills the needs of an online grocery
shopping system. Therefore, the delivery must be provided by the
supplier of the electronic commerce shopping system, and most
often, such a supplier has little or no delivery capability and
even less knowledge regarding how to execute an efficient delivery
system.
[0007] As a consequence of the above, grocery shopping via
electronic commerce has had only limited success. Often, to achieve
economic success, the shopping service must be limited; and that,
in turn, limits the capability of the grocery shopping service to
fulfill the needs of the customer. Hence, the customer often is not
satisfied shopping for groceries using an online or internet
shopping system.
[0008] To improve customer satisfaction, there is a need for an
improved and more flexible item ordering system. For example, with
known systems, once a customer submits an order at the end of an
online shopping session, the order is settled with a credit
supplier and cannot be changed by the customer. Although this may
be acceptable with many electronic shopping systems, it presents
difficulties in an online grocery shopping system. Grocery shopping
most often involves the purchasing of numerous, relatively low
valued items, and it is common for a customer to later remember an
item that was not purchased during the online shopping session.
Placing another order for one or two items is not practical because
of the minimum value requirement that is associated with each
online order. Some shopping systems permit the customer to call in
and supplement the order, however, such a capability is labor
intensive and very inefficient and costly for the internet shopping
system provider. Therefore, there is a need for a electronic
commerce shopping system that permits a customer to return to the
website and change the order after it has been submitted. Such a
feature is more time efficient for both the customer and the
shopping system provider and substantially more cost efficient for
the shopping system provider.
[0009] There is a further need for an improved and more flexible
delivery or service window capability. Known electronic shopping
systems present available delivery windows to a customer based on
delivery capacity and order volume, and the customer then selects
one of the presented available delivery windows. However, in
addition to the delivery of groceries, the online shopping system
provider may permit a customer to pick up an order. Further, the
online shopping system provider may also offer different order
types for complementary goods and services, for example, flowers,
food preparation and catering services. The availability and lead
times for these other goods and services require that they have
service windows that are different from the delivery windows
associated with grocery shopping. Thus, there is a need for an
electronic shopping system with the capability to present online
customer service windows that are unique to different combinations
of order types and pick up/delivery services provided.
[0010] There is also a need for an improved and more efficient
system for picking the items necessary to fill an order. With known
systems, orders are received, and picking lists are created that
identify the goods, their location and thus, the order in which
they are to be picked. However, with known systems, pickers are
assigned picking lists as needed. While such systems are adequate
in most environments, in a grocery shopping system, the picking
process is more complicated. First, a large grocery store has a
very large number of different departments, each having a large
number of goods and brand names. To be efficient, arbitrarily
assigning pickers to pick throughout the store requires that all of
the pickers have a substantial knowledge regarding the brand names
and locations of goods throughout the store. Such a vast knowledge
is very difficult to quickly instill in a picker. Further, pickers
often pick goods for different orders that are to be shipped by
different carriers. With such a process, it is possible for an
order to be inadvertently placed on the wrong delivery route or
vehicle, thereby requiring that the order be returned and
redelivered to the correct customer. Not only is the customer
dissatisfied, but there is a substantial unrecoverable cost added
to the order. Therefore, there is a need for an improved and more
reliable order picking process.
[0011] There is a still further need for a more comprehensive post
delivery customer service. Often when a customer has a complaint
with a local grocery store, the customer either makes a phone call
or returns to the store. In either event, the handling and
resolving of the complaint by the grocery store requires the time
of a store manager or similar person. The personalized handling of
customer problems on the store premises can consume a substantial
amount of time. If the requirement to service customer problems
based on an online ordering and delivery service is superimposed on
top of the servicing of the problems of walk-in customers, the
customer service function can become a substantial burden on
available resources. Therefore, there is a need to find a more
efficient process and system for handling questions and problems
that may arise with online customers.
SUMMARY OF THE INVENTION
[0012] The present invention provides an online shopping system for
groceries and related goods and services that is more flexible and
efficient than known services. The online shopping system of the
present invention permits a customer to change an order after it
has been submitted by the customer on the webpage. By permitting
the customer to make changes to the order after submission, the
online shopping system better accommodates the needs of a customer
shopping for groceries. Further, that flexibility relieves the
provider of the online shopping system from having to address those
customer order changes with customer service resources. Thus, that
relatively simple capability has the potential of substantially
improving customer satisfaction with the online shopping system and
eliminating a potential substantial use of customer service
resources.
[0013] In accordance with this embodiment, the invention provides
an online shopping system that permits a customer to submit online
orders for items and/or services from a store that serves both
walk-in customers and online customers. The online shopping system
first presents identifications of items on a web page for selection
by a customer. An online display acknowledging the customer's
selection of the an item is then presented as well as an online
display of an order cutoff time and an associated delivery window
selected by the customer. The system next presents an online
display permitting the customer to submit a purchase order for the
item; and upon receiving a submission of a purchase order for the
item, the system compares a time of submission of the purchase
order to the order cutoff time associated with the delivery window.
An online display is then presented that accepts the customer's
submission of the purchase order for the item in response to the
time of submission being before the order cutoff time. One aspect
of the above invention is that the online shopping system does not
settle with a credit supplier of the customer until the item
selected by the customer is picked from inventory but before it is
delivered.
[0014] The online shopping system of the present invention has a
further capability of providing to a customer available service
windows for different order types. In other words, if a customer is
ordering groceries, a first set of available service or delivery
windows is provided to the customer for selection; however, if a
different order type is being submitted, for example, for flowers,
catering services or a pick up order, respectively different sets
of available service windows are provided to the customer. This
added flexibility permits the provider of the online shopping
system to better schedule and allocate resources.
[0015] In accordance with this embodiment, the invention provides
an online shopping system that first presents an online display
permitting a customer to select one of two order types and one of
two service types, each of the order types being limited to
specific items and/or services not available with other order
types. Thereafter, in response to receiving an online request from
the customer to display service windows for selected order and
service types, the system retrieves all possible service windows
for the selected order and service types over a time and/or date
interval. Next, the online shopping system identifies available
service windows for the selected order and service types by
eliminating service windows that first, have a time and date
earlier than a current time and date plus a lead time for the
selected order and service types and second, exceed system
resources to pick and deliver items selected by the customer
associated with the selected order and service types. The system
then presents to the customer an online display of the available
service windows for the selected order and service types. In one
aspect of this invention, the order types are grocery, flowers,
catering services and liquor; and the service types are delivery,
pick up and print a shopping list.
[0016] The online shopping system of the present invention provides
a substantially improved method of assigning pick routes. A large
grocery store has a very large number of different goods and brand
names that are spread over a large area. Normally, personnel are
assigned to work in particular departments, for example, meats,
produce, etc.; and after a period of time, such personnel become
very familiar with the goods, their location, the brand names and
the age of the inventory in such departments. Thus, with the
present invention, the assignment of pick routes for orders is
determined by the experience and preference of a picker for a
particular area of the store. Thus, the very important labor
intensive picking process is performed with greater efficiency, and
there are fewer picking errors.
[0017] In accordance with this embodiment, the invention provides
an online shopping system that determines pick routes by first
detecting an available picker and identifying a picker's preferred
pick zone. Next, the system retrieves all orders having items to be
picked and having imminent departure times and then, prioritizes
the orders on the basis of orders that have items in picker's
preferred pick zone. The system then assigns orders in order of
highest priority to a pick route.
[0018] The opportunity for errors and customer dissatisfaction is
significantly greater in a grocery shopping experience than with
other shopping experiences. It would be a substantial burden for
current store management personnel to resolve all of the problems
arising from customers engaged in the walk-in shopping experience
as well as, via telephone, the customers engaged in the online
shopping experience. Thus, the online shopping system of the
present invention provides a substantially improved and more
automated customer service function. Online customers are able to
submit service requests online, and the customer can check online
the progress of the resolution of the service request. Such a
service function is easier for the customer and can be centralized
and handled by customer service specialists, thereby relieving the
customer service load on store management personnel.
[0019] In accordance with this embodiment, the invention provides
an online shopping system that presents an online display
permitting a customer to submit an online service request relating
to an online order previously delivered to the customer. The system
stores the online service request, and an action is assigned to the
service request by a customer service representative. Upon
receiving an online inquiry from the customer relating to a status
of the online service request, the system presents the customer a
display representing the status of the online service request.
[0020] These and other objects and advantages of the present
invention will become more readily apparent during the following
detailed description taken in conjunction with the drawings
herein.
BRIEF DESCRIPTION OF THE DRAWINGS
[0021] FIG. 1 is an overall schematic block diagram of an online
shopping system in accordance with the principles of the present
invention.
[0022] FIG. 2 is a chart identifying the actors that operate within
the online shopping system of FIG. 1 and their general
responsibilities.
[0023] FIGS. 3A and 3B illustrate a flowchart of a process by which
a customer can submit an order using the online shopping system of
FIG. 1.
[0024] FIG. 4 is a flowchart of a process by which the online
shopping system of FIG. 1 determines service windows for different
order and service types.
[0025] FIG. 5 is a flowchart of an order fulfillment process for
the online shopping system of FIG. 1.
[0026] FIG. 6 is a flowchart of a process by which pick routes are
created in fulfilling orders using the online shopping system of
FIG. 1.
[0027] FIG. 7 is a flowchart of a picking process utilized with the
online shopping system of FIG. 1.
[0028] FIG. 8 is a flowchart of a process executed by a driver of a
delivery truck in delivering orders to customers using the online
shopping system of FIG. 1.
[0029] FIGS. 9A and 9B illustrate a flowchart of a process by which
online customers are served by a member proxy and a customer
service representative0 using the online shopping system of FIG.
1.
DETAILED DESCRIPTION OF THE INVENTION
[0030] Referring to FIG. 1, the online shopping system 20 includes
a central server 22 that contains the various databases fundamental
to the operation of the ordering system, for example, an order
database 24, a registration database 26, a map database 28 and an
employee database 30. The order database 24 contains various tables
that are utilized to store data relating to items available for
sale, customers, customer orders, delivery addresses, etc. The
registration database 26 has tables that contain data relating to
the registration of users that is required to transact business on
the online shopping system 20. The map database 28 has tables that
contain data relating to addresses and maps of the geographic area
served by the online shopping system, and the employee data base 30
has tables that contain data relating to persons who work with the
online shopping system, for example, dispatchers, pickers, drivers,
member proxies, customer service representatives, etc. The server
22 can be in any geographic location.
[0031] In order to use the online shopping system 20, a customer or
user computer 32 accesses the server 22 via an internet connection
34. As will be appreciated, there are often many computers and
servers utilized in creating the internet connection 34; and
further, the server 22 is normally protected by further computers
and servers providing a firewall and other security measures. Also
connected to the server 22 are computers in a store 36 that may be,
for example, a retail grocery store. The computers in the store 36
that are in electrical communications with the server 22 include a
dispatcher computer 38, a driver computer 40 and a picker computer
42. A point of sale computer 44 that contains all of the pricing
information is in electrical communications with the dispatcher
computer 38. In addition to the store 36, any number of other
stores 46 may also be in electrical communication with the server
22. Further, each of those other stores 46 will have a similar
computer network comprised of a dispatcher computer 48, driver
computer 50, picker computer 52 and point of sale computer 54.
[0032] The server computer 22 and the stores 36, 46 are normally in
a common geographic area. Consequently, the databases 24-30 within
the server 22 contain data that is unique to that geographic area
in terms of customer identification, goods and services available
for sale, addresses and maps, etc. The order database 24 contains
information relating to all of the items available for sale,
customers, all of the customer orders, customer addresses, etc. The
registration database 26 contains member names, passwords and other
information relating to the registration of users that is required
to transact business on the online shopping system 20. The map
database 28 contains all of the addresses served by the online
shopping system 20 and geographic information necessary to create
delivery routes to customers within the area of service of the
online shopping system 20. The employee database 30 contains
information associated with all of the employees who work with the
online shopping system 20 as well as their various security levels
and passwords.
[0033] The actors and their respective responsibilities are
schematically illustrated in FIG. 2. Referring to FIGS. 1 and 2, a
customer 60 utilizing a customer computer 32 establishes a
connection via the internet 34 with the server 22 and, at 62,
places an order via the internet. Thus, to place an order, the only
requirement is that the customer computer 32 have an appropriate
connection with the internet 34. The customer 60 and customer
computer 32 can be located anywhere in the world. After receiving
the delivery address of the customer, the online shopping system
can determine which of the stores should fill the order, for
example, store 36. The online shopping system 20 has the capability
of providing different order types, for example, groceries,
flowers, liquor, catering, etc. and different service types, for
example, delivery, pick up, print shopping list, etc. Further, the
online shopping system 20 has the capability of determining and
displaying to the customer a set of available service windows that
arise from different combinations of order and service types.
Available service windows are time windows on a date when the order
can be delivered or picked up that are selectable by a customer.
For example, available service windows for grocery orders will be
different from available service windows for catering services; and
available delivery windows for flower orders or liquor orders will
be different from grocery and catering service delivery windows.
Further, available service windows for the delivery of grocery
orders will be different from the available service windows for the
pick up of grocery orders. After selecting an available service
window, the customer proceeds to select items for purchase on the
order. The customer's order is stored in the order database 24 of
the server 22 and is accessible by the computers located in the
store 36.
[0034] A further feature of the online shopping system 20 is that
upon the customer selecting an available service window, the system
provides for display to the customer an order cutoff time and date.
The order cutoff time and date is normally a few hours before the
start of the service window, and is normally determined by the
system administrator. After submitting the order for fulfillment
and logging out of the online shopping system, the customer can at
any time before the order cutoff time and date use a customer
computer 32 to again log in to the online shopping system 20 and
change the submitted order without charge or penalty.
[0035] At some time after the order cutoff time and date, a
dispatcher 64 first, at 66, utilizes a delivery route system to
assemble orders into desired delivery routes. Delivery routes can
be created manually by the dispatcher or another person, or the
dispatcher computer 38 and server 22 can be programmed to create
the desired delivery routes. Further, there are various known
strategies that may be implemented to create desired delivery
routes. Thereafter, at 68, the orders on each delivery route are
assigned to one or more pick routes. Another feature of the online
shopping system 20 is the utilization of pick zones and pickers
that have a preference for a pick zone. Most often the pickers 74
are personnel who normally restock inventory in the store. Further,
those personnel are most familiar with the location, brand names,
age and quality of items in the area or zone of the store that they
restock. For example, a person who normally works in the produce
department is familiar with the location of the different types of
produce, the age of the produce and its quality. Hence, if that
person is asked to do picking, he or she will operate most
efficiently in, and have a preference to pick items in, the produce
department. Similarly, a person who normally works in the pet foods
area will have the physical capability of being able to pick and
handle the heavier pet foods packages.
[0036] In the picking process, a picker utilizes a pick cart that
is more fully described in U.S. patent application Ser. No.
10/078,041, entitled WHEELED CART FOR FILLING GROCERY ORDERS, filed
Feb. 19, 2002, which application is hereby incorporated in its
entirety by reference herein. The picker computer 42 is located on
the pick cart; and upon a picker becoming available to pick items,
the picker utilizes the picker computer 42 to log in to the server
22. To facilitate the picking process, the store is divided into
pick zones. A pick zone is an area of the store 36 having goods
with a common characteristic. For example, one pick zone may
include only frozen foods, a second pick zone include only
refrigerated goods, a third pick zone include only produce, etc.
Thus, goods in a pick zone may have special temperature storage and
handling requirements, for example, frozen and refrigerated goods.
The process of dividing a particular store into pick zones is often
done by the system administrator. In addition, the system
administrator enters data into the system that associates a picker
with a preferred pick zone.
[0037] When a picker logs on to a picker computer, the identity of
the picker is confirmed using the employee database 30. Upon the
online shopping system 20 detecting that a picker 74 has signed in,
the server 22, dispatcher computer 38 and picker computer operate
together to automatically create a pick route that assigns pick
zones to the picker with which the picker is familiar. The pick
route is displayed on the picker computer 42. Pick routes can also
be created manually by the dispatcher. While more than one order
can be picked on any pick route, each pick route is prioritized to
only one delivery route. In other words, the system attempts to
assign a picking route to a single delivery route or truck; and
therefore, the probability of inadvertently providing items on an
order to the wrong delivery route is minimized.
[0038] The pick list identifies the items to be picked in each zone
on the pick route. The items are listed in the order that they
should be picked and therefore, define exactly how a picker should
proceed along the pick route. The location of the items are often
defined by isle shelf designations. Further, the pick list
identifies the customer order associated with the item picked. A
pick cart has the capability of picking items for up to six orders
associated with a particular delivery route. As indicated earlier,
a pick route is prioritized to only one delivery route; and a pick
list will include items that are associated with orders on
different delivery routes only when single route prioritization is
not possible. That pick route creation process substantially
improves the efficiency of the picking process and minimizes the
probability of picking the wrong goods, picking goods that are
damaged, or picking goods that a customer would find
unacceptable.
[0039] The picker 74 then, at 76, proceeds to move through each
zone and pick the items in the order that they appear on the list.
As each item is picked, the picker 74 scans its uniform pricing
code ("UPC") and then places it in a grocery bag for the
appropriate order. As each item is scanned, the UPC is transferred
via the picker computer 42 back to the order database 24 that keeps
track of the current status of all customer orders. When a grocery
bag is filled, as determined at the discretion of the picker, the
bag is closed; and the picker 74 utilizes the picker computer 42 to
print a bag label having a bag identification code, temperature
handling requirement and the customer order number thereon.
Thereafter, the picker 74 delivers the bagged items to a
destination which may be a staging area or a delivery truck. As the
bags are removed from the picker's cart, the picker scans the bag
labels that indicate the identity of the bags. Both the delivery
truck and the staging area have freezers as well as refrigeration
compartments so that the temperature requirements of the items in
the bags can be maintained. A delivery truck suitable for this
application is more fully described in U.S. patent application Ser.
No. 10/156,369, entitled GROCERY DELIVERY VEHICLE, filed May 28,
2002, which application is hereby incorporated in its entirety by
reference herein.
[0040] After the picking process for an order is complete, the
order is available for checkout and is transferred via the
dispatcher computer 38 from the order database 24 to the point of
sale computer 44 for pricing and settlement. The point of sale
computer 44 is a computer that maintains a database of the prices
of all the goods in the store 36. Normally, the computer 44 is also
electrically connected to all of the checkout scanners and cash
registers to provide pricing information thereto. In addition, the
point of sale computer 44 is programmed to keep track of all
available discounts and applicable coupons. After the order has
been priced, the point of sale computer 44 then establishes contact
with the customer's credit supplier and the order is settled.
[0041] Thereafter, a driver 80 uses a driver computer 40 to log in
to the server 22. Again, the employee database 30 is utilized to
confirm the identity of the driver 80. The driver computer 40 is
normally a hand held device that may be mounted on a clipboard (not
shown) in a known manner, and the clipboard is used to hold
paperwork associated with the orders to be delivered. The driver
computer 40 includes a keyboard or other data entry device as well
as a display. The driver 80 first, at 82, logs in the starting time
and mileage of the truck, and the driver computer 40 displays the
address of the first delivery stop and customer comments, if any.
In addition, the driver computer may display driving directions to
that first delivery stop. When the driver reaches the first
delivery stop, the driver computer displays the bags to be removed
from the truck in order to satisfy the customer order at this first
stop. As the driver 80 picks up each bag, the bag label is again
scanned and that information is stored in the driver computer 40.
After delivering the bags of goods to the customer, the driver then
takes a credit card impression and a digital signature. If the
customer refuses delivery of any goods, the UPC of those goods is
scanned and stored in the driver computer. After the driver has
completed all of the delivery stops, the driver, at 84, returns to
the store 36. The driver docks the driver computer 40, and the
information entered into the driver computer 40 during the delivery
route is uploaded to the server 22 and stored in the appropriate
one of the databases 24-30.
[0042] While the above process represents a normal operation of the
online shopping system 20, the system has other actors. For
example, a member proxy 86 is used to assist customers having
questions about, or difficulty with, using the online shopping
system. For example, a customer 60 who is confused by a particular
screen can communicate via telephone with a member proxy 86. The
member proxy 86 utilizes a computer 88 that is also in electrical
communication with the server 22; and thus, the member proxy has
access to all of the customer information in the order database 24
and can lead the customer 60 through their difficulty. In other
situations, a customer may not have access to the online shopping
system 20; and the member proxy 86, via telephone communication
with the customer 60, can use the online shopping system 20 to
place an order in the name of the customer 60. Thus, the member
proxy 86 is involved in an order prior to the order cutoff time and
date. It should be noted that the member proxy computer 88 can be
at any desired location, for example, at one of the stores 36, with
the server 22, or at a location remote from the stores 36, 46 and
the server 22. Further, the member proxy can serve more than one of
the stores 36, 46.
[0043] If a customer has difficulty with an order after the order
cutoff time and date, the customer can submit a service request via
the online shopping system 20; and that request is assigned to a
customer service representative 90. Alternatively, the customer
service representative 90 can be in direct contact with the
customer by telephone. The customer service representative 90
utilizes a customer service computer 92 to access the customer
order information in the order database 24 and can authorize
resolutions of errors that occurred in the customer order. The
resolution of those errors is normally effected by the customer
service representative 90 providing requests to the dispatcher 64;
and the order is fixed by utilizing the online shopping system 20
in a manner similar to that previously described. As with the
member proxy 86, the customer service computer 92 can be located at
one of the stores 36, 46, with the server 22, remote from the
stores 36, 46 and the server 22 and can serve more than one of the
stores 36, 46.
[0044] Providing satisfactory customer service for an online
grocery shopping system is challenging for several reasons. First,
an online grocery shopping system involves a very high volume of
items that must be accurately picked and delivered. Second, there
are widely differing perceptions by customers as to the quality of
food items. Third, by its nature, an online grocery shopping system
is integrated into the daily activities of a customer, is complex,
and thus, will probably precipitate a greater number of customer
concerns and questions than other online ordering systems.
Attempting to handle and resolve all of those customer issues,
concerns and questions via traditional customer service strategies,
for example, having a large number of customer service
representatives available by phone, is exceedingly costly.
[0045] Therefore, the online shopping system 20 has an architecture
that facilitates a user friendly customer service capability. The
customer computer 32, member proxy computer 88 and customer service
computer 92 are all connected to the server 22; but the customer
60, member proxy 86 and customer service representative access the
order and registration databases 24, 26 via interfaces that permit
coordinated but different activities. For example, the customer 60
can initiate a service request via the customer computer 32. That
service request is acknowledged and acted on and resolved by a
member proxy 86 or customer service representative 90 as
appropriate. Further, while the service request is being processed,
the customer can submit an online inquiry that reads a status of
the service request. Thus, the online shopping system 20 can be
used to provide customer service without the customer placing a
telephone call. Being able to provide satisfactory customer service
via the online shopping system 20 can substantially reduce the cost
of customer service.
[0046] Having the customer computer 32, member proxy computer 88
and customer service computer 92 all accessing the order and
registration databases 24, 26 has other advantages. The customer
service representative creates and stores in the order database
information relating to the customer, for example, information
relating to the customer's payment history. Such information is
available to the member proxy but not to the customer, but such
information cannot be changed by the member proxy. Thus, the member
proxy can advise the customer of limits to the transaction in
accordance therewith. The integrated nature of the system permits
the use of a system-wide bulletin board that is available to all
actor computers 38, 40, 88, 92 except the customer computer 32 to
advise those actors of current events and issues. Such a bulletin
board can be maintained by the customer service representative or
the system administrator or both.
[0047] The activity of the customer of placing an order via the
internet is further illustrated in FIGS. 3A and 3B. The customer
first, at 200, utilizes the customer computer 32 to connect to the
internet and go to a web store front page that provides the
customer with the options of entering the system as a guest, a new
member or a returning member. If a guest or new member, the
customer is asked to enter a delivery address and a zip code; and
that information is used by the server 22 to determine from the map
database 28 whether the customer's address is available for service
by the system. If not, the customer is so advised. If the delivery
address is within the area of service, the customer is permitted to
enter the system as a guest and may browse through the shopping
system to determine the scope of its content. However, a guest will
not be permitted to execute a transaction without becoming a
member.
[0048] If the customer is not a member, the web store front page
presents a registration option that permits, at 202, the customer
to register with the shopping system. In that process, the customer
opens an account and provides the necessary information relating to
the customer identity and payment options in a known manner. That
information is stored in the order database 24 and registration
database 26 as appropriate. At this point, the customer can also
select a desired substitution preference, for example, a customer
may provide instructions indicating that items of a different size
or a different brand are acceptable in the event that the ordered
items are unavailable during the picking process. In addition, in
the registration process, the customer agrees to the terms and
conditions that include the pricing and fees associated with use of
the home shopping system. Further, during the registration process,
the customer indicates whether the customer is a business or
residential client. A business client may also enter a tax
exemption number and that is taken into account when the order is
priced and settled after picking.
[0049] The term "customer" is used generically herein as a one who
can potentially execute a commercial transaction, and "customer" is
used interchangeably with "user" and "member". As will be
appreciated and as is typical with online systems, if a customer or
user has logged on to the online shopping system 20, that user is,
by definition, a "member". Further, as is known, the system can
recognize different types of members, for example, some member
types may receive special discounts or other privileges based on a
higher usage of the online shopping system 20. A customer or user
who has never logged on to the system is by definition a
"guest".
[0050] After, at 202, the customer has registered and/or logged on
to the system, a home page is displayed at 203; and the customer is
presented with the options of starting a new order at 204,
continuing an existing order at 205, selecting help at 230, viewing
past orders at 240, etc. If the customer chooses to start a new
order at 204, the customer is then presented a screen in which the
service type and order type are to be selected. Order type options
include a grocery order, an event planning or catering order, a
flower order, a liquor order, etc. The service options include
delivery service, pick up service, print a shopping list service,
etc. If a customer selects print a shopping list service at 208,
the server 22 provides a printout listing the items selected by the
customer in pick list order and their location in the store. Thus,
the customer is able to visit the grocery store and efficiently
pick the items, thereby minimizing their shopping time. If the
customer chooses a pick up service at 210, a screen is presented,
at 212, that requests the customer select a store at which the
order will be picked up. If the customer selects a delivery service
at 222, a screen is presented, at 224, requesting that a delivery
address be entered; and the server 22 utilizes, at 226, the map
database 28 to validate that delivery address for purposes of
creating a delivery route. In that process, the server determines
whether any ambiguities exist in the map database 28 with respect
to the delivery address; and if so, the server 22 provides the
customer with screens allowing the customer to enter data in order
to resolve the ambiguities.
[0051] The customer then is presented, at 216, a display of
available service windows. The determination of available service
windows is dependent on both the service type and order type
selected by the customer. For example, for a grocery order, there
are four delivery service windows per day; and the customer is
presented a display of the daily delivery windows for seven days in
advance of the current date. In this example, delivery windows are
from 8-10 a.m., 10 a.m.-12 p.m., 12 p.m.-4 p.m., 4 p.m.-6 p.m. The
duration of the delivery windows may be varied by a system
administrator. The customer can also request that delivery windows
be displayed for dates further in the future. For grocery orders
having a pick up service, the service windows may have a different
duration, for example, a 15 minute duration. Normally, for pick up
orders, available service windows for the current day and the next
day are the only ones presented to the customer. For event planning
or catering orders, the delivery windows are again tailored to that
particular order type. Catering services are normally provided to
businesses early in the morning and at noon and thus, delivery
windows will be presented that are consistent with the nature of
that business. For flower orders, only one delivery window per day
may be presented; and for liquor orders, delivery windows are
presented that are consistent with local laws governing the sale of
liquor.
[0052] Referring to FIG. 4, in determining the availability of a
service window, the server 22 of the online shopping system first,
at 800, retrieves from the order database 24, all service windows
at the selected order fulfillment store for the selected order type
over the selected date interval. Next, the server 22 determines, at
802, whether the selected order type has a lead time. For example,
a catering order has a built in lead time of 24 hours. Thus, for
that lead time, the server, at 804, makes all service windows
unavailable that have a date earlier than a sum of the current date
plus the order type lead time. Next, the server determines, at 806,
whether the order type has a delivery restriction date. For
example, some order fulfillment sites may have a restriction on the
delivery of liquor. In that situation, at 808, all service windows
are made unavailable that have a date common with the order type
delivery date restriction. Thereafter, the server at 810, makes all
service windows unavailable that have a cutoff time and date
earlier than the current time and date.
[0053] The server, at 812, further determines available picking
capacity for each service window based on the total picking
capacity for the order type less the previously allocated picking
capacity. In this calculation, the number of pickers available for
each service window is determined. For a given order type and over
a duration of a service window, a picker will have a threshold
picking capacity. The picking requirements of current orders in a
service window are known; and therefore, given the item picking
threshold, the available picking capacity for a service window can
be determined. If that capacity is less than that required for the
service window being examined, the service window, at 814, is made
unavailable.
[0054] Next, at 816, the available truck capacity is determined for
each service window based on the total delivery truck capacity for
the order type less the previously allocated delivery truck
capacity for a respective service window. To make this
determination of truck capacity, each item in the store inventory
has been assigned a bulk unit value. For example, an arbitrary
scale of 1-50 can be used, wherein a value of 1 represents a one
ounce item and a value of 50 represents a 50 pound item. The size
of the available trucks are also assigned a bulk unit value. With
the above, the bulk units currently assigned to the service window
can be determined. A bulk unit threshold for a particular service
window is determined based on the duration of the service window;
and a determination of the available bulk units for the service
window is made. If the bulk units for the current order exceeds the
available bulk unit capacity, that delivery window, at 818, is made
unavailable to the current order.
[0055] In addition, the server 22 determines the available stop
capacity for each service window based on the total stop capacity
less the previously allocated stop capacity. Once again, for any
service window, the system has determined a threshold number of
stops that can be executed on a particular delivery route based on
the duration of a service window. In addition, the system
determines the previously allocated stop capacity for the orders
already allocated to that window. The allocated stop capacity for
any particular order is going to be dependent on the size of the
order. Once the available stop capacity for a service window is
determined, the server 22 proceeds, at 822, to make all service
windows unavailable for orders that have a stop count that exceed
the available stop count capacity.
[0056] The server also determines, at 824, the available priority
window capacity for each service window based on the total priority
window capacity less the previously allocated priority window
capacity. Thereafter, at 826, the server makes all service windows
unavailable for which an additional order exceeds the available
priority window capacity. The server 22 then displays to the
customer, at 828, all of the available service windows at the
selected order fulfillment for the selected order type over the
selected date interval.
[0057] Returning to FIG. 3A, upon the available service windows
being displayed, the customer then, at 216, selects a desired
window and that window selection is then confirmed to the customer
along with, at 218, a display of an order cutoff time. The order
cutoff time is established for the delivery windows depending on
order and service type by a system administrator. For example, for
the delivery of groceries, an order cutoff time may be 2.5 hours
before the start time of the delivery window. Thus, the order
cutoff time represents a lead time permitting the order to be
picked prior to delivery. The order cutoff time is also the end of
the time period available to the customer to change the order. As
previously described, a customer can change an order after it has
been submitted for fulfillment and the customer has logged off of
the online shopping network.
[0058] Upon the customer accepting the selected delivery time, the
server 22 presents, at 230 of FIG. 3B, a shopping screen to the
customer. The shopping screen displays, at 232, the contents of a
shopping cart containing items selected by the user. In addition,
the customer can implement different shopping strategies. For
example, a customer may compile different shopping lists that are
stored in the system, and one or more of those lists can be
selected, at 238, for display. Upon being displayed, the customer
has the option of editing the list and then adding items on the
edited list to the shopping cart. Alternatively, the shopper may
choose to display, at 240, items purchased in past orders. Again,
those orders can be edited, and the remaining items added to the
shopping cart. The shopper may also choose to display, at 234,
items associated with particular isles or departments in a store,
for example, bakery, meats, produce, etc. At any time, as indicated
at 244, the customer can enter comments in association with any
item that is selected for addition to the shopping cart.
[0059] After the customer has selected all of the items for an
order, a checkout option, at 242, is then selected; and the system
provides a display, at 246, of the contents of the shopping cart.
In this display, the customer is given the capability to select
manufacturer coupons that the customer has for particular items. In
addition, the customer is again able to select item substitution
preferences as well as provide any additional comments. Upon the
customer confirming the contents of the delivery cart, the system
presents, at 250, a display permitting the customer to confirm the
delivery address and the time and date of delivery. At this point,
the customer has the option of changing either the address or time
and date of delivery. Upon the customer accepting the delivery
address and delivery time and date, the customer is then presented,
at 252, with a display relating to the terms of payment. In this
screen, the payment type, credit supplier and other information
associated with customer's payment for the order is collected and
confirmed in a known manner. Thereafter, the system, at 254,
presents a display representing a final confirmation of the order,
the delivery information, the payment information and any comments
that have been entered by the customer. This display represents the
last opportunity for the customer to change that information prior
to submitting the order for fulfillment and logging off of the
online shopping system at 256.
[0060] However, with the online shopping system 20, as long as the
time and date of submission of the order by the customer is earlier
than the order cutoff time and date, the customer can always re-log
in to the system, at 202 of FIG. 3A, and select continue an
existing order, at 205. The customer is then taken to the shopping
screen, at 230, and the customer has the ability to change the
order in any way. This capability provides substantial flexibility
and value to the customer of the online shopping system 20. It
should be remembered that most grocery type online shopping systems
must enforce a minimum order value in order to provide an
economically viable service. Thus, an order value that is below the
minimum is either not accepted or subject to a significant premium
charge. Hence, the customer, without the capability of being able
to change the order after its submission either, has to forego the
item or, have customer service intervene and change the order. That
option adds a substantial cost and time burden to customer service
for the online shopping system.
[0061] It should be noted that the option to continue an existing
order, at 205, may arise under other circumstances. For example,
when a customer is engaged in an online shopping session, the
session may be voluntarily or involuntarily interrupted. The online
shopping system 20 stores the state of the shopping session; and
therefore, a customer can subsequently re-log in to the system and
at 205, continue with the shopping session at the point where it
was terminated.
[0062] The submitted order is stored in the order database 24 of
the server 22. Upon the order cutoff time for a particular delivery
window expiring, a dispatcher 64 (FIG. 2) located in the store
executes a dispatching program on the dispatcher computer 38 that
is in electrical communications with the server 22. Referring to
FIG. 5, upon the dispatcher logging on, at 300, to the dispatcher
computer 38, a display having numerous options is presented. A
dispatcher may first choose to view, at 340, alerts that exist in
the system. The online shopping system monitors the items ordered
by a customer; and if an item has a particular lead time, an alert
is created so that the dispatcher can place orders for the item, if
appropriate. The dispatcher may further choose to review, at 328,
the resources and capabilities available to the store for servicing
the orders. For example, the dispatcher can choose to edit various
parameters associated with the order fulfillment process, such as,
parameters relating to an average pick time, an average truck
turnaround time, an average truck stop time, etc. The dispatcher
can also edit the number and description of trucks available for
delivery. Further, pick zones can be added, deleted or changed by
the dispatcher.
[0063] In addition, the dispatcher may choose, at 310, to display
and edit delivery routes. The dispatcher has an option to ask the
system to suggest delivery routes for the orders for which the
delivery cutoff time and date has expired. There are many
algorithms for constructing delivery routes based on available
orders. For example, some algorithms utilize zip codes for
constructing delivery routes. Other algorithms use geographic
polygons that are definable based on population density, round trip
travel time from the store, truck capacity and economics. The
advantage of geographic polygons is that they can be adjusted on a
system level as required to optimize the round trip travel time and
economics. The system then, at 314, displays a route list; and the
dispatcher has the capability to edit and modify a route. For
example, the dispatcher can, at 316, display and edit stop or visit
data for the route or, at 318, edit the route directions. The
dispatcher has the further capability, at 320, to remove a route.
After the dispatcher is satisfied with the route, the route is
released, at 322; and the dispatcher is returned to the display, at
314, in which routes are reviewed.
[0064] The dispatcher can also choose to manage pick routes at 342;
and in response thereto, the system first displays, at 344, a
summary list of the existing pick routes along with the identity of
the picker and the pick route status. From this screen, the
dispatcher has the options to abandon a pick route at 346 or add a
pick route at 348. If add a pick route is chosen, a new display
provides the identity of all pickers at the store. The dispatcher
is also presented with options permitting orders to be added to the
pick route; and after the dispatcher is satisfied with the new pick
route, the dispatcher chooses, at 350, to release the pick
route.
[0065] In addition, the dispatcher can choose to manage orders in
the system; and in response to that option, the system displays a
list of current orders, respective service types and windows and
status. The dispatcher can then select an order and choose to view
the order and bag details at 332. If necessary, the contents of a
bag can be edited and a new bag label printed.
[0066] After the order cutoff time, orders are available to be
picked; however, the picking of orders is prioritized on the basis
of picker preference and the orders being assigned to a delivery
route. Upon becoming available, referring to FIG. 7, a picker
first, at 400, logs on to a picker computer 42 on a pick cart. The
picker then has an option to run a pick route or load trucks. Upon
choosing to run a pick route, the server computer 22 then creates a
pick route for that picker in accordance with the process of FIG.
6. First, at 704, all orders are retrieved with items to be picked
that have the closest departure times. Next, at 706, the orders are
prioritized according to the picker's preferred pick zone and
assignment to a route and truck. For example, orders that have
items in the picker's preferred pick zone that are assigned to a
delivery route with a delivery truck have the highest priority. The
next priority is assigned to orders that have items in the picker's
preferred pick zone and are assigned to a delivery route but that
have not yet been assigned to a truck. Orders that have items in
the picker's preferred pick zone but have no delivery route or no
truck assignment have the third highest priority. Thereafter,
orders that are assigned to a delivery route with a truck have the
fourth highest priority. Orders that are assigned to a delivery
route but do not have a truck assignment have the fifth highest
priority, and all other orders have the lowest priority.
[0067] Thereafter, at 708, orders are assigned to the pick route
according to priority up to a maximum number of orders. For
example, a pick cart has a maximum capacity of six totes; and
therefore, the maximum number of orders that would normally be
assigned to a pick route is six. Then, at 710, items are added from
the picker's preferred pick zone to each order in a pick route up
to a maximum number of items. When the maximum number of items for
a pick route is reached, the pick route is considered complete.
Thereafter, at 712, the pick route is tested for the minimum number
of items. If the minimum number of items exist, then the pick route
is complete. However, if the number of items is below the minimum,
items are added from another pick zone to the pick route. As each
item is added to the pick route, a test, at 716, determines whether
the maximum number of items has been reached. If not, and if it is
determined, at 722, that all zones have not been picked, the
process returns to add another item, at 714. The process iterates
until the test, at 716, determines that a maximum number of items
on the pick route has been reached. Thereafter, at 718, a
determination is made whether there are any items in the pick zone
that match the item previously picked. If so, the matching items
are added, at 720, to the pick route and the creation of the pick
route by the dispatcher computer 38 is complete.
[0068] The server computer 22 then downloads the pick route to the
picker computer 42, and the picker computer 42 provides, at 402, a
display with numerous options to the picker. The display first
includes a listing of items to be picked within a pick zone, and
the display highlights the first item to be picked. The display
further provides a description of the item, its UPC, desired item
quantity, order number, substitution preference and customer
comments. The picker has the capability, at 406, to add, drop or
defer an item as well as, at 408, to change the quantity of an
item. If the picker decides to pick the item, the picker scans the
item UPC; and the UPC is displayed, at 404. The picker computer
then, at 416, updates the item list display, at 402, by
highlighting the next item to be picked and displays the scanned
UPC. The picker places the scanned item into a bag on the pick
cart.
[0069] The process of picking items and scanning the UPCs continues
until the shopping bag in which the items are being deposited is
full. At that point, the picker chooses, at 410, to print a label.
A succeeding display requires that the picker confirm the order
number, the bin number on the pick cart in which the bag is to be
placed associated with the order number and the temperature at
which the contents of the bag are to be maintained, for example,
dry, cool, frozen, etc. Thereafter, the picker enters a print label
command; and a printer on the pick cart prints a label. The picker,
at 414, applies the label to the bag. The picking process continues
until it is determined, at 416, that all items for that zone have
been picked. Thereafter, the picker computer determines whether
items in another zone are to be picked; and if so, a new zone list,
at 420, is created and included within the display at 402.
[0070] When it is determined, at 416 and 418, that all items for
all zones are picked, the picking process is complete, and the
picker computer 42 provides the picker with the option to unload
the pick cart. Upon choosing that option, the picker computer 42
provides the picker with the options, at 422, of stage items or
load trucks. If the picker chooses to stage a load, the picker
places, at 426, the bags in the appropriate temperature zone in a
staging area. Alternatively, the picker can choose to load a truck;
and in that event, the picker at 428, scans the bag label and, at
430, places the bag in the appropriate temperature zone in the
truck. That process continues until all of the bags on the pick
cart have been staged at a desired location or loaded in a truck.
It should be noted that if a picker chooses from the picker home
page at 400 to load trucks, the process of scanning a bag label at
428 and placing the bag on the truck is repeated.
[0071] Referring to FIG. 2, after the order has been picked, it is
then ready for checkout, at 78. The dispatcher computer 38, upon
reviewing the status of orders in the order database 24, determines
that picking for an order is complete; and the dispatcher computer
then submits that order to the point of sale computer 44 for
pricing and settlement. In this application, the point of sale
computer is connected to the checkout registers at a store and
contains all of the current pricing, discount and coupon data.
Thus, the point of sale computer reviews each item on the order
including any applicable coupons, discounts, tax exemptions, etc.
and assigns a net price thereto. When the order has been priced,
the point of sale computer 44 then proceeds to contact the credit
supplier of the customer and settle the order with the credit
supplier. As shown in FIG. 5, a dispatcher screen provides, at 360,
an order fix option 360. By selecting that option, the dispatcher
obtains a display of all orders in the system that includes the
order number, the point of sale status, the service window and any
errors that have occurred. The dispatcher then determines whether
any errors were detected by the point of sale computer 44. Upon
reviewing those errors, the dispatcher can make changes to the
order and, at 362, resubmit the order to the point of sale computer
44. When the order pricing is completed, the order along with the
pricing and settlement data is then transferred via the dispatcher
computer 38 to the order database 24 within the server 22.
[0072] When the pricing and settlement is complete for all orders
on a delivery route, all order information for that delivery route
is downloaded to a driver computer 40 for a driver that is assigned
to that delivery route. In addition, delivery route information
relating to the stops on the delivery route is printed and placed
on a clipboard in association with the driver computer. When the
driver is available to run the delivery route, referring to FIG. 8,
the driver first, at 500, picks up the driver computer 40 and
clipboard containing information relating to the delivery route.
The driver then proceeds to log in to the driver computer 40; and
immediately prior to leaving the store, the driver, at 502, enters
the truck mileage and start time into the driver computer 40. The
driver computer then displays the first destination or stop on the
delivery route and if commanded, also displays driving directions
to the first stop.
[0073] Upon the driver providing an input, 504, indicating an
arrival at the first stop, the driver computer 40 then displays, at
506, the customer comments and selections for the various driver
activities. Upon the driver choosing to unload the truck, the
driver computer displays, at 507, a list of the bags in the order
in which they are to be removed from the truck and respective
temperature storage locations. The driver then attempts to retrieve
the first bag. If the driver, at 508, determines that the bag is
missing, the driver enters the identity of the missing bag into the
driver computer. That missing bag identity is entered and stored,
at 509; and the bag display is updated at 511. If the driver is
able to retrieve the first bag, the driver then proceeds, at 510,
to scan its label; and, at 511, the display of the driver computer
is updated to highlight the identity of the next bag to be
retrieved. That process is repeated until the display of the driver
computer 40 indicates that all of the bags for that order have been
retrieved.
[0074] The driver also has the option of requesting a display of
items that are sensitive to the age of the customer, for example,
liquor and tobacco. In response to that request, the driver
computer 40 displays, at 512, a list of age sensitive items in the
order. The driver, at 513, requests age photo identification upon
delivery; and if provided the driver enters, at 514, the age photo
identification into the driver computer. If no identification is
provided, the driver, at 515, refuses to deliver the age sensitive
item, and enters, at 517, the identity of the age sensitive item
into the driver computer, for example, by scanning its UPC.
Sometimes the customer refuses to accept delivery of an item; and
in that event, the driver selects, at 516, the customer refuse
option and enters, at 518, the identity of the item into the driver
computer 40.
[0075] When the delivery of the order is complete, the driver, at
520, selects a delivery complete option and proceeds, at 522, to
obtain a swipe of the customer credit card and a digital signature
for storage in the driver computer. Further, the driver prints a
receipt for the customer and then checks the driver computer to
determine whether the route is complete. If not, the computer
displays the location of the next stop on the delivery route and
the above-described process is repeated until the delivery route is
complete. The driver then returns to the store and enters the
mileage and time into the driver computer. Thereafter, at 524, the
driver computer is connected to a docking station; and at 526, the
data in the driver computer is uploaded to the order database 24
within the server 22. The driver then logs out of the driver
computer at 528.
[0076] Referring back to FIG. 5, the dispatcher has, at 334, the
option to reconcile an order after delivery. In the process of
delivery, items may have been missing or the delivery refused,
etc., which changed the value of the delivered order and that
change in value must be reconciled with the original order price.
In this process, the dispatcher is able, at 336, to review the
various delivery routes and their current status. If it is
necessary to reconcile an order on a delivery route, the
dispatcher, at 338, can resubmit that order with the changes to the
point of sale computer 44. The point of sale computer then again
settles the order with the credit supplier and provides updated
order information that is then transferred via the dispatcher
computer 38 to the order database 24 of the server 22.
[0077] As previously discussed with respect to FIGS. 1 and 2, the
online shopping system 20 includes the capability of a member proxy
86 utilizing a computer 88 to access the databases 24-30 within the
server 22. The member proxy 88 acts under instructions provided by
the customer who may, or may not, be logged on to the home shopping
system online. The role of the member proxy 86 is to assist the
customer in the ordering process up to the order cutoff time.
Therefore, as shown in FIG. 3, a member proxy has an interface via
the computer 88, which provides access to the databases 24-30 in
substantially the same way as a user. Thus, the substance of the
storefront interface illustrated in FIGS. 3A-3B is replicated in
the member proxy interface. It should be noted however, that the
member proxy interface differs from, and has more capability than,
the user interface. For example, if, from the home page 203, the
member proxy selects accounts, at 258 of FIG. 3A, member rating
information is displayed to the member proxy at 260. Member rating
information relates to characteristics of the customer, for
example, special needs, credit rating, etc.; and that member rating
information is not available via the user interface to the user.
The member proxy interface also provides the member proxy the
capability of changing fees associated with the order, changing the
order fulfillment site, service request priority and other
functions that are not available to the user. It should be further
noted that the member proxy interface is entered as will
subsequently be explained with respect to FIG. 9.
[0078] Another feature of the online shopping system is that a
registered user or member, a member proxy or an unregistered user,
that is, a guest, can submit an online service request. The process
by which a guest submits an online service request is not
illustrated in FIG. 3A, but is substantially similar to the process
utilized by a user or a member proxy. Anytime a user desires to
submit a service request, a member proxy or the user, at 230,
selects help on the home page display of 203. At that point,
various help topics are displayed and, at 232, member help is
selected. Various member help options are then displayed, and at
234, the user selects order help. A display is then presented
permitting the order number and other information to be entered.
Service requests can be submitted that request service with respect
to an order or request a change in information relating to the
user, for example, a change of address, phone number, credit card,
etc.
[0079] The display further provides a drop down list from which one
or more service request types can be selected. Examples of service
request types are missing item, incorrect charge, etc. The list of
service request types displayed is different depending on which
interface is driving the request. For example, a guest will have
fewer service request types to choose from than a user or member
proxy. Further, a member proxy will have a different list of
service type requests than a user. The system automatically assigns
a priority with respect to each of the service request types; and
those priorities are fixed within the guest and user interfaces.
However, within the member proxy interface, upon selecting a
service request type, the member proxy may change the priority
associated therewith. After a service request type is selected at
236, it is submitted, at 238, and added to a service request queue
within the online shopping system 201.
[0080] As shown in FIG. 1, a customer service interface accesses
the databases 24-30 of a server 22 via a customer service computer
92. A member proxy or customer service representative ("CSR") log
in to the online shopping system through a customer service
interface. In doing so, referring to FIG. 9A, the member proxy
computer 88 and customer service computer 92 first, display a log
in page at 600, thereby permitting the member proxy or customer
service representative to log in to the customer service site. In
response to a log in, the interface then displays, at 602, a
customer service home page. The home page displays numerous options
some of which are available to the member proxy and the CSR. For
example, both the member proxy and the CSR can perform a member
search, view an order, check delivery availability and view a
bulletin board. It should be noted however, that only the CSR can
modify and manage the bulletin board. Further, only the CSR has the
capability of working with the service request queue and the
service ticket queue.
[0081] If, at 604, a member search is selected, the customer
service interface then displays a screen permitting data entries
for member name, number, address, order number, etc. A search can
be performed on any of those parameters; and upon entering the
desired search criteria, a search is submitted. The results of that
search are displayed, at 606, along with a member rating code.
Given the search results, if a member proxy or CSR selects, at 608,
an option to enter the member account, the system, at 610, moves to
the shopping home page 203 of FIG. 3A. If the member proxy or CSR
selects an option, at 612, to view the rating codes, the system
then displays, at 614, the rating codes associated with the member
or user found in the search. Member rating codes are entered and
managed by a CSR but are viewable on various screens in the member
proxy interface. Member rating codes relate to special
characteristics associated with that member either in terms of
special needs, credit rating, payment history, order limitations,
etc.
[0082] If the member proxy or CSR selects, at 614, a new account
option, the system then proceeds, at 616, to the log in page 202 of
FIG. 3A. The CSR can also, at 618, select to view an order
associated with a member found in the search. In response to that
selection, the system displays, at 626, the details of the order.
If a member proxy selects view an order at 615, the member proxy is
routed, at 617, to the home page 203 of FIG. 3A, where either an
order can be continued at 205 or a past order viewed at 240.
[0083] From the customer service home page, the member proxy or CSR
can select, at 620, an order search. The system then displays a
screen in which information may be entered relating to the member,
delivery information, order information or service information.
Upon entering the desired search criteria, the system then, at 622,
displays the order search results. From that screen, the CSR and
member proxy have different options. For example, if a member proxy
select, at 623, a view order details option, the member proxy is
taken to the home page 203 of FIG. 3A. From there, the member proxy
can select to continue a current order at 205 or view a past order
at 240, as is appropriate. In contrast, if, from the display of
order search results at 622, a CSR selects, at 624, to view order
details, the order details are then displayed, at 626. After
reviewing the details, the member proxy or CSR may select, at 628,
to view a service ticket associated with the order. The system then
displays, at 658, the list of service tickets in progress.
[0084] Both the member proxy and CSR have the capability, from the
customer service home page, to check, at 630, service availability.
Upon selecting that option, the system then provides a screen, at
632, permitting the address of the user to be entered; and
thereafter, at 634, the system displays whether there is delivery
service available to the user in the area of the entered
address.
[0085] Both the member proxy and CSR can from the customer service
home page select, at 636, to view a bulletin board. The online
shopping system bulletin board is accessible from all actor
computers within the online shopping system except the customer
computer 32, and system communications are provided system wide to
all of the dispatchers, pickers, drivers, member proxies, system
administrators and CSRs. Upon selecting to view the bulletin board,
the system displays, at 638, various display options that relate to
priority alerts, item information, office information, policies and
miscellaneous information. Thus, the bulletin board can be used to
quickly disseminate information to everyone working with the online
shopping system. The display within a CSR interface provides to a
CSR, at 638, a manage categories selection that is not available to
others. If a CSR selects, at 640, to manage categories, the system
then provides a display, at 642, having the options to add a
category to the bulletin board, edit the category, delete the
category or manage postings within any of the categories.
[0086] Referring to FIG. 9A, a CSR can select from the customer
service home page an option, at 644, to view the service request
queue. In response to that selection, the system then displays, at
646, a list of service requests along with the priorities. The
display further includes an identity of the last CSR, if any, to
work with the service request and the number of a service ticket to
which the service request is assigned. The system maintains a
single service ticket for each order; and therefore, that service
ticket will be assigned to all service requests that are associated
with that particular order. In addition, the system maintains a
unique service ticket for each member over the life of the
membership within the system. Thus, if a service request in the
service request queue has a member number but no order number
associated with it, the system determines that the service request
relates to member information and assigns the service request to
the member service ticket. If a service request in the service
request queue does not have an order number nor a member number,
the system determines that the service request was generated by a
guest.
[0087] The CSR can highlight one of the service requests in the
list and then select, at 648, to view the service request. The
system then moves the selected service request from the service
request queue to a service ticket queue and displays the service
request, at 650, along with the service ticket number. In addition
to the service ticket number, the display, at 650, also includes
customer information, rating codes, comments associated with the
service request and the length of time that the service request has
been pending. The display, at 650, also provides the CSR with
numerous options to display summary information relating to the
member, the order or the service ticket and to display details of
the service request. In addition, the CSR can select, at 652, to
delete a service request or select, at 654, to edit the service
ticket.
[0088] A CSR can also from the customer service home page select,
at 656, to service the ticket queue. Upon that selection, the
system, at 658, displays a list of all the service tickets in
progress. The CSR highlights one of the service tickets and
thereafter, at 660, selects to edit the highlighted service ticket.
Thereafter, the system, at 662, displays the service ticket details
along with numerous options for the CSR. For example, the screen
has selections that permit the CSR to add a service request, edit a
service request, release a service ticket, revise a service action
or select a new service action. The options for a service action
are selectable from a drop-down list of actions. The list of
actions, several of which are shown at 662, also include, for
example, charge a credit card, credit a money order, no action,
retract an action, revise an action, cancel an order, redeliver,
repick, retrieve, change delivery address, change service type,
change service window, checked order status, etc. If the CSR
chooses a repick option, the system provides a display of items on
the order; and the CSR is able to select an item to be repicked. In
addition, the CSR can add repick comments with respect thereto.
After the items to be repicked have been selected, the CSR submits
the repick service action to a dispatcher. The dispatcher adds the
items to a pick route.
[0089] If a CSR chooses a repick action, it is also necessary for
the CSR to choose a redeliver action. In response to that
selection, the system provides the CSR with a screen identifying
the available delivery windows. It should be noted that in response
to a service request from a customer in which a small quantity of
items is to be delivered, the CSR can select a window that is
indicated as filled. Upon making the delivery window selection, the
CSR then submits the delivery window information to the dispatcher
so that the repicked items can be placed on the appropriate
delivery truck for delivery to the customer.
[0090] With the online shopping system 20, a user or member proxy
can, at any time, utilize the online shopping system to determine
the status of a service request. To do so, the member proxy or user
logs on to the shopping home page, at 203 of FIG. 3A. Thereafter, a
selection is made to view past orders at 240. The system then, at
242, displays a list of past orders for the user. Each of the
orders has associated with it a service request status link. Upon
the user selecting, at 244, the service request status link, the
system then, at 246, displays the status of the user's service
request. Upon the user submitting, at 236, the service request to
the online shopping system, the status is indicated as being
received. Upon an CSR selecting, at 648 (FIG. 9), a service request
from the service request queue, the status of the service request
is changed to pending indicating that the request is being
serviced. After action on the service request, at 662, is taken,
the CSR selects an option to release the service ticket; and at
that point, the status of the service request is changed to
completed, thereby indicating to the customer that the service
request has been satisfactorily addressed within the online
shopping system.
[0091] It should be noted that the above-described customer service
provides comprehensive assistance throughout the entire online
shopping experience. Further, the customer, dispatcher, picker,
driver, member proxy and CSR have interfaces unique to their
responsibilities that access the databases 24-30 on the server 22;
and therefore, there is a high level of integrity of data being
presented to all actors within the system. Further, the
comprehensive nature of customer service within the online shopping
system facilitates greater use of online customer service, thereby
relieving that burden from personnel within a store. Further, the
services provided by member proxies and/or CSRs can be performed at
geographic locations that are remote with respect to the store.
[0092] While the invention has been illustrated by the description
of one embodiment and while the embodiment has been described in
considerable detail, there is no intention to restrict nor in any
way limit the scope of the appended claims to such detail.
Additional advantages and modifications will readily appear to
those who are skilled in the art. For example, in the described
embodiment, examples are given with respect to how particular
functions are accomplished. In one example, referring to FIG. 3A,
service request status can be checked by selecting view past orders
from the home page display. As will be appreciated, the online
shopping system may provide other paths for displaying past orders
from which the service request status can be checked. For example,
after selecting help from the home page, an order help selection
can be made that also provides an option for viewing past orders.
Thus, as will be appreciated, the exact path that an interface
provides for navigating to a function is not critical with respect
to the claimed inventions.
[0093] As will be further appreciated, the online shopping system
20 has substantially more features that are discussed herein. FIGS.
1-9 and the associated detailed description are considered
sufficient to provide support for the claimed inventions. However,
the online shopping system has many features that are not covered
by the claims and therefore, are not discussed herein. For example,
the home page 203 permits a user to view items on sale, FAQs,
information about the online service provider, careers therewith
and gift suggestions, as well as use a store locator. Similarly,
the various interfaces have many options that are not covered by
the claimed inventions and are not discussed, for example, many
screens allow screen information to be printed or faxed.
[0094] In the described application, the driver computer 40
requires a docking station to communicate with other computers in
the online shopping system 20. As will be appreciated, in other
embodiments, the driver computer 40 can be provided with wireless
communications with one or more of the other computers in the
online shopping system 20. Further, in the described system, while
there is some description of the structure of databases and tables,
in alternative embodiments other structures of databases and tables
can be used. Similarly, in the described embodiment, a separate
point of sale computer is used to maintain coupon and pricing
information for the system. As will be appreciated, in other
embodiments, the pricing information in the point of sale computer
can be stored in other computers in the online shopping system.
[0095] Therefore, the invention in its broadest aspects is not
limited to the specific details shown and described. Consequently,
departures may be made from the details described herein without
departing from the spirit and scope of the claims which follow.
* * * * *