Abstract: To solve the difficult problem of measuring customer contribution for product innovation or tasks directly,the product innovation work was decomposed into tasks,sub-tasks and smallest task units based on work breakdown structure.On this basis,an approach to measure customer contribution for activity was proposed.A task importance evaluation method by integrating fuzzy extended analytical hierarchy process and data envelope analysis was put forward to determine task importance quickly when the number of tasks was large.The contribution of customer for product innovation and tasks was determined by combining customer contribution for activities and the importance of activities and tasks.The application process and feasibility of the proposed approaches was demonstrated by an illustrated example.

Key words: product innovation, customer contribution, work breakdown structure, fuzzy extended analytical hierarchy process, data envelope analysis

摘要： 针对直接度量客户对产品创新的贡献度存在难度较大且结果合理性难以保证的问题,基于任务分解结构将产品创新工作分解成任务、子任务直至最小任务单元——活动,并提出度量客户对活动贡献度的方法。提出了综合模糊程度层次分析法和数据包络分析法的任务重要性评价方法,以实现在任务数量较多的情况下,快速有效地确定任务的重要程度。综合客户对活动的贡献度、活动相对任务以及任务相对产品创新工作的重要程度,得到客户对任务和产品创新的贡献度,从而实现了客户贡献度的量化测度。通过实例研究,说明了所提方法的应用过程和可行性。

关键词: 产品创新, 客户贡献度, 任务分解结构, 模糊程度层次分析法, 数据包络分析法