In Mr. Phillip Grossman's presentation, he described two real-world examples of the type of work a consultant in his field would be asked to do. In his Sprint PCS example, he explained that Sprint wanted to reduce the handling time on their call center calls to save money. The task required an analysis of all systems and processes that supported the call center, and the solution included improved information architecture and a _____________________________________ solution.

a. database efficiency
b. Information Technology management
c. content/knowledge management
d. customer care