Swanston Airlines is a large-scale organisation providing flights to all capital cities in Australia - VCE - SSCE Business Management - Question 1 - 2015 - Paper 1

The purpose of a policy is to provide a clear framework and guidelines that govern the actions and decisions within an organisation. Specifically for Swanston Airlines, the policy aims to establish standard procedures for handling customer complaints and issues that arise during service disruptions. By defining the expectations and responsibilities of staff in these situations, the policy seeks to enhance customer satisfaction, improve communication, and ensure that the organisation is prepared to respond effectively to similar incidents in the future.