Question: A bank has reworked its mortgage application process so that several steps are handled by computer software, and some steps are combined to reduce bottlenecks

A bank has reworked its mortgage application process so that several steps are handled by computer software, and some steps are combined to reduce bottlenecks in processing. The goal is to gradually improve its efficiency over time. This is an example of: a

.

Automation; b

.

Rationalization of procedures; c

.

Paradigm shift or d

.

total quality management

(

TQM

) ?

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