LexisNexis Realized That Its Ability to Serve New Web-Based Customers

Multiple Choice

LexisNexis realized that its ability to serve new Web-based customers was severely straining its customer service department after thousands of small and midsize law firms representing a huge business opportunity had to wait 48 hours to have their Web accounts activated after signing up. Clearly, LexisNexis needed to revamp its customer sign-up and order-fulfillment processes, which were designed for large law firms and the ordering of hardcover legal tomes. LexisNexis would most likely use ____ to radically change its business practices.

A) standardization
B) micro-adaptation
C) sequential independence
D) reengineering
E) customer empowerment