What is 5W2H in Total Quality Management?

Learn 5W2H definition in total quality management with explanation to study “What is 5W2H”. Study 5w2h explanation with TQM terms to review total quality management course for online MBA programs.

5W2H Definition

5W2H Explanation

One of the most important type of benchmarking practice is business process benchmarking. For example, through a survey, an organization can easily rates itself based on customer satisfaction but even after comparison with the competitor's rating, the organization cannot know the means by which the competitor's rating is better. For this reason, 5w2h concept is used which forms the basis for business process benchmarking. 5w2h involves seven questions, 5 questions starting from w (who, what, when, where, why) and 2 h questions (how and how much). After the data collection for benchmarking, if the initiator firm successfully answers the 5w2h questions, it can easily understand how to satisfy its customers just like its competitor (target firm).

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