Carla is an Operations Manager at a bank.

Thekeyword here is "radical", which is a key feature ofbusiness process reengineering (BPR).

Total quality management (A) is incorrectbecause TQM focuses ongradualquality improvements.

Lean (C) is incorrectbecause it focuses onwaste reduction, which is not mentioned.

Six Sigma (D) is incorrectbecause it focuses onprocess improvement through data and system development, but it is not consideredradical.

(LO 2.1, See p.68)

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