How we solve customer problems? completeWorkflow 5W2H

The 5W (What? Why? When? Where? Who?), 2H (How? How much?) method is the process of problem solving through formal and commented techniques. It invites a thorough analysis and review of the thought process.

Thanks to the Japanese Union of Scientist and Dr Ishikawa for initiating the Company Wide Quality Control movement in early '60s. And almost as a spin off from their root cause analysis, the 5W2H method was created and gained in popularity during in 1970 and is still globally used by many companies to this day.

At New Wave Workspace we are very proud of our ability to solve customer problems through our integrationDNA and completeWorkflow approach to the challenge at hand.

By leveraging the 5W2H method, we are able to have a logical and complete approach to solving customer problems.


  • What

This question requires the complete description of the problem and what needs to be done. It helps to analyse the entire situation leading to an accurate picture of the problem in hand.

  • Why

It comprises of all the possible reasons to a problem in hand.

  • When

Helps to analyse the frequency of the problem and assist in the creation of the solution.

  • Where

Focuses on the geographic distribution of the problem, identifying any geography specific differences.

  • Who

It identifies the causes related to the problem in hand. It can be people or process related.


  • How

Helps to investigate the scenarios and difficulty level and drives the validation of procedures we can use for problem-solving to resolve the problem in hand.

  • How Much

Drives the answer to how much budget, how many man hours it shall take to solve the problem.

Obviously, the methodology alone won't solve the customer problem. The New Wave Workspace experienced team of system analysts and App designers work in tandem with our customers and partner to clearly document a completeWorkflow based on 5W2H to achieve project success and maximise customer satisfaction.

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