5W2H Notes: Definitions & Explanations PDF | Download eBooks
Study 5W2H lecture notes PDF with total quality management definitions and explanation to study What is 5W2H?. Study 5w2h explanation with TQM terms to review total quality management course for online MBA programs.
5W2H Definition:
Business process benchmarking is based on the concept of 5w2h developed by Alan Robinson (who,what,when,where,why,how,how much).
Managing Quality: Integrating the Supply Chain by S. Thomas Foster
5W2H Notes:
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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