© 2004 Cayman Business
Systems
Rev:
Pre-G3 - Rendered Thursday,
February 12, 2004
Slide 86
Elsmar.com --- The
Cove!
8-Disciplines Problem Solving
Elsmar.com
5W - 2H Analysis
It is sometimes difficult to define the problem and sort
out real differences. The first, most important
step, however, it to determine that the customer complaint is fully understood.
5W2H :
∆Who? Identity
customers complaining
∆What? Identity
the problem adequately and accurately
∆When? Timing -
When did the problem start?
∆Where? Location
- Where is it occurring?
∆Why? Identify known explanations
∆How? In what mode or situation did the
problem occur?
∆How Many? Magnitude - Quantify the problem
To reduce the risk of making wrong decisions,
consideration and analysis of potential
problems in advance will provide contingency
actions to maintain control and protect the customer.
5
W
2
H
