“Our refund procedure states that customers are entitled to a full refund within 30 days.”
Usage Entry 1340 / 1350 60-second read
Policy vs. Procedure
The what and why (principle) versus the how (step-by-step).
The comparisoni
“Our refund policy states that customers are entitled to a full refund within 30 days — the procedure is the step-by-step on how to process it.”
The ruleii
¶
POLICY = principle. PROCEDURE = steps.
POLICY is the principle or rule — what we do and why. PROCEDURE is the step-by-step operational method — how we do it. Policy: "We issue full refunds within 30 days." Procedure: "(1) customer fills form, (2) agent reviews, (3) refund processed by finance."
Memory aidiii
Remember it like this
Policy says. Procedure shows.