01 In a company for a sensitive customer complaint the order is confidential registration evidence preservation appointment of inquiry officer hearing and final reply. Which type of plan is this?
Answer and explanation
Correct answer: A. Procedure
Explanation: The direct answer is A: procedure. A procedure gives the fixed order in which a task is carried out. In this example, the company first registers the complaint confidentially, then preserves evidence, appoints an inquiry officer, conducts a hearing and finally sends the final reply. The sequence is not accidental: registration creates a record, evidence preservation protects facts, appointment gives responsibility to an investigator, the hearing supports fairness, and the final reply communicates the decision. Option A is correct because the statement is a complete ordered workflow. Option B, policy, would express a broad principle such as treating sensitive complaints confidentially, but it would not necessarily list all stages. Option C, rule, would be one compulsory instruction, such as keeping the complaint confidential; it would not describe the whole process. Option D, budget, would show estimated money, not complaint-handling steps. The words “first,” “then,” “after,” and “finally” are strong clues for procedure. Remember: a policy guides decisions generally, while a procedure tells employees the sequence to follow.