Abank 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.
d) tqm.
e) six sigma.

Option (B) is the right answer.

Explanation:

The following term can be described as :  

(A) Automation: Automation can be defined as a concept of controlling systems automatically or electronically by using various control systems.  

B) Rationalization of procedures: The term rationalization can be defined as the concept of reorganizing things with automation or any other means to make it more efficient.

C) Paradigm shift: The term paradigm shift can be defined as the concept of changing the thinking and perception to do things in the real world.

D) TQM: TQM stands for the term of total quality management, whose main purpose is to check and improve the quality time to time by various means.

E) Six sigma: The term six sigma can be defined as the concept of continuous improvement by removing the defects in any process.

Hence according to the scenario, the most appropriate answer is option (B).