BS PAS 46(2002) : 2002

Foreword
Introduction
1 Scope
2 Terms and definitions
3 Loyalty process
   3.1 General
   3.2 Initial review
   3.3 Policy
   3.4 Planning
   3.5 Implementation and operation
   3.6 Performance assessment
   3.7 Improvement
   3.8 Management review
Annex A (informative) Example of a plan
   A.1 Quantified key objective
   A.2 Outcome indicator
   A.3 Prepare plan to achieve key objective
   A.4 Draw up targets
Annex B (informative) Examples of a loyalty measurement
        process
   B.1 Outline of the process
   B.2 Examples of key questions for an employee questionnaire
   B.3 Examples of key questions for a customer questionnaire
   B.4 Examples of additional questions for an employee
        questionnaire
   B.5 Examples of additional questions for a customer
        questionnaire
   B.6 Example of a scoring system to establish loyalty
        indicators
   B.7 Customer value
Bibliography
Figure

Defines requirements to maximise the loyalty of employees, customers and investors to an organization. It applies to all sizes and types of organization.