This month, Susan, the branch manager of Intrepid Car Rentals, has heard several complaints from customers that Intrepid employees do not return calls. Today a good customer told Susan that "my phone calls and e-mails are returned after maybe a week or so." Hearing enough, Susan mandated that "all customer phone calls and e-mails must be returned within 24 hours." This new directive by Alice is an example of a:.
A. policy.
B. norm.
C. value.
D. ethic.
E. office order.

A) Policy

Explanation:

Susan has made a policy by mandating her employees to return all customers calls and emails within 24 hours. The policy is used to reduce customer's complaint and improve customer satisfaction.

Policy can be defined as the process of making important organizational decisions just like Susan did. It a principle that guides decision making in order to achieve desired results. It is a statement of interest whichis implemented as a protocol.

Policies are made by managers in an organization and they are to be adhered to by employees. it could be political, managerial, financial, and administrative mechanisms arranged to achieve desired results.

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