1、EUROPEAN COMMITTEE FOR STANDARDIZATIONCOMIT EUROPEN DE NORMALISATIONEUROPISCHES KOMITEE FR NORMUNGManagement Centre: rue de Stassart, 36 B-1050 Brussels 2007 CEN All rights of exploitation in any form and by any means reserved worldwide for CEN national Members.Ref. No.:CWA 15660:2007 ECENWORKSHOPAG
2、REEMENTCWA 15660February 2007ICS 35.240.99English versionProviding good practice for E-Learning quality approachesThis CEN Workshop Agreement has been drafted and approved by a Workshop of representatives of interested parties, the constitution ofwhich is indicated in the foreword of this Workshop A
3、greement.The formal process followed by the Workshop in the development of this Workshop Agreement has been endorsed by the NationalMembers of CEN but neither the National Members of CEN nor the CEN Management Centre can be held accountable for the technicalcontent of this CEN Workshop Agreement or
4、possible conflicts with standards or legislation.This CEN Workshop Agreement can in no way be held as being an official standard developed by CEN and its Members.This CEN Workshop Agreement is publicly available as a reference document from the CEN Members National Standard Bodies.CEN members are th
5、e national standards bodies of Austria, Belgium, Bulgaria, Cyprus, Czech Republic, Denmark, Estonia, Finland,France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal,Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland
6、and United Kingdom.CWA 15660:2007 (E) 2 Contents FOREWORD . 3 1 SCOPE . 4 2 NORMATIVE REFERENCES. 4 3 INTRODUCTION 5 3.1 METHODOLOGY 6 4 GOOD PRACTICE IDENTIFICATION 8 4.1 GOOD PRACTICE CRITERIA . 8 4.2 FINDING GOOD PRACTICE CASES. 9 4.3 IN-DEPTH ANALYSIS . 10 4.4 MAPPING OF ISO/IEC 19796-1 12 5 GUI
7、DELINE TO ADAPT QUALITY APPROACHES . 12 5.1 ADAPTATION GUIDE . 13 5.1.1 Context Setting: Providing the basis for quality development . 14 5.1.2 Model Adaptation: Individualizing ISO 19796-1. 24 5.1.3 Model Implementation and Adoption: Making the concepts work . 34 5.1.4 Quality Development: Improvin
8、g the organizations performance. 38 6 REFERENCES AND USEFUL LINKS . 43 ANNEX A (INFORMATIVE) 44 A.1 PHASE 1: QUESTIONNAIRE TO IDENTIFY GOOD PRACTICE CASES 44 A.2 PHASE 2: IN-DEPTH ANALYSIS 45 CWA 15660:2007 (E) 3 Foreword This CEN Workshop Agreement (CWA) provides a guideline how to develop and adap
9、t quality approaches for organisations in the fields of learning, education, and training. It is based on experiences from experts in the field of quality management across Europe. It shall help educational organisations to develop quality based on their needs and requirements. The document has been
10、 developed through the collaboration of a number of contributing partners, representing a wide mix of interests, from universities to commercial companies representatives. The names of the individuals and their affiliations that have expressed support for this CWA are available from the CEN/ISSS Sec
11、retariat. The decision for this work item was taken by the Learning Technologies Workshop at the 19thmeeting on July 05/06, 2004. Work on the CWA actually started at the 21stmeeting in January 2005. This CWA was authored by Claudio Dondi, Barbara Hildebrandt, Anne-Marie Husson, Michaela Moretti and
12、Jan Pawlowski. We would like to thank the following organisations for their participation in the case study: Open University on behalf of i10* university consortium, United Kingdom EQCheck, Canada Abiformazione, Italy ArtEZ Institute of the Arts, Netherlands ENEA, Italy Tecnonexo, Argentina / United
13、 States University of Pretoria, South Africa Fraunhofer IGD, Germany Declic Formation, France Group XL, France The final review/endorsement round for this CWA was started on 2006-11-10 and closed on 2007-01-09. The final text of this CWA was submitted to CEN for publication on 2007-01-11. This CEN W
14、orkshop Agreement is publicly available as a reference document from the National Members of CEN: AENOR, AFNOR, ASRO, BDS, BSI, CSNI, CYS, DIN, DS, ELOT, EVS, IBN, IPQ, IST, LVS, LST, MSA, MSZT, NEN, NSAI, ON, PKN, SEE, SIS, SIST, SFS, SN, SNV, SUTN and UNI. CWA 15660:2007 (E) 4 1 Scope Within the q
15、uality assurance working group in ISO/IEC JTC1 SC36, a description format and a reference process model for quality approaches has been developed (ISO/IEC 19796-1). For this standard, a European guideline to adapt quality approaches is needed to ensure the inclusion of regional / cultural / organiza
16、tional needs. This guideline identifies critical items which require a localization / adaptation / contextualization to European needs and requirements. All key stakeholders for the learning process are involved in the work on the adaptation guidelines based on the quality standard ISO/IEC 19796-1.
17、Specifically learners, content providers, service providers, consultants, trainers and tutors, and administration are involved. This document shows different implementations to promote the European diversity of e-Learning quality approaches. Therefore, European requirements are included and promoted
18、. The guideline will help to harmonize quality approaches, as well as maintaining diversity and individualization. 2 Normative references This CEN Workshop Agreement incorporates, by dated or undated references, provisions from other sources. These normative references are cited at the appropriate p
19、laces in the text, and the publications are listed hereafter. For dated references, subsequent amendments to or revisions of any of these publications do not apply. However, parties to agreements based on this CWA are encouraged to investigate the possibility of applying the most recent editions of
20、the normative documents indicated below. For undated references, the latest edition of the normative document referred to applies. ISO/IEC 19796-1, Information technology- Learning, education and training- Quality management, assurance and metrics- Part 1: General approach CWA 14644, Quality Assuran
21、ce Standards. CWA 15661, Providing E-Learning Supplies Transparency Profiles. CWA 15533, A model for the classification of quality approaches in eLearning. CWA 15660:2007 (E) 5 3 Introduction Implementing quality of E-Learning in organisations is a complex issue. Quality is considered very important
22、 for educational organisations, such as E-Learning providers, training organizations, or Higher Education institutions. However, the current status of successful projects differs from the importance there are very few organisations implementing quality management or quality assurance approaches. Man
23、y reasons can be found for this situation (for a detailed discussion on the current European situation, see Ehlers et al. 2005): a) the competencies of most staff in educational organisations to manage and assure quality are quite low and b) there are almost no easy-to-use supporting mechanisms to i
24、mplement quality management specifically for educational purposes. As a first step of support, a description format for quality approaches has been developed (ISO/IEC 19796-1) within the standardization group ISO/IEC JTC1 SC36. This standard, the Reference Framework for the Description of Quality Ap
25、proaches, defines processes of the E-Learning Lifecycle and attributes to describe quality aspects of those processes. However, this is just a generic description format which provides a common language for quality management, it does not (and is not intended to) provide supporting mechanisms for th
26、e implementation. One part of the implementation of this standard is the adaptation to specific needs and requirements. Some of those needs are based on organisational characteristics, others are based on regional or national requirements, such as laws, regulations or cultural aspects. Therefore, th
27、ere is a need to support European stakeholders to adapt the generic international framework according to their local, regional, or national requirements. In this document, a European guideline is developed and presented. The main goal is to adapt quality approaches to ensure the inclusion of regiona
28、l / cultural / organizational needs. The guideline will identify critical items which require a localization / adaptation / contextualization to European needs and requirements. The guideline is based on a theoretical basis (Pawlowski, 2007) and a European study on “good practice” quality projects.
29、From the study, success and failure factors were derived. Additionally, we developed guidelines based on the experiences in practice. This document consists of the following parts: 1. Criteria for good practice: To measure successful projects and implementations of quality management and quality ass
30、urance, a catalogue was developed that identifies cases which can be considered as successful. 2. Based on the cases and experiences, we derived implementation and adaptation guidelines for ISO/IEC 19796-1. This part will give a survey on successful implementations and support to implement the ISO/I
31、EC standard. 3. Good practice examples illustrate in detail how quality was achieved in organizations. These examples are provided online to ease the access to the practical experiences of the participating organisations. This CWA is one of three CEN Workshop Agreements (CWAs) developed by the Proje
32、ct Team Quality workgroup. The overall goal was to increase transparency for all stakeholders of E-Learning. This CWA shall provide good practice for E-Learning quality approaches and a guideline to adapt the international quality standard ISO/IEC 19796-1. It results directly from experiences when a
33、pplying quality strategies into practice mostly from a decision makers-perspective. In addition, CWA 15661 aims at covering the experiences gained in E-Learning situations from the learners perspective. Its resulting E-Learning Supplies Transparency Profile will enable knowledge exchange and improve
34、 decision processes. Stakeholders involved are mainly producers, learners and customer councils (specifically ANEC and national consumer councils). Finally, CWA 15533 provides a conceptual framework (metadata model and process model) to illustrate and support the process of selecting and applying a
35、suitable quality approach to a specific E-Learning situation from a conceptual point of view including all stakeholders. The proposed Conceptual Model will improve the ability to share, exchange, and improve knowledge on quality approaches in the field of E-Learning by providing a methodology to imp
36、rove interoperability and knowledge exchange. CWA 15660:2007 (E) 6 3.1 Methodology This CWA was developed using experiences from practice as well as theoretical work as a basis. However, the main part was a study on practical experiences of stakeholders implementing quality in educational organisati
37、ons. Our aim was to find institutions which have successfully implemented quality management or quality assurance approaches for their E-Learning services/offers. This does not prescribe a certain QM/QA method; it can be focussed on any entity (e.g., services, products, evaluations, competencies, or
38、ganizations) or tools/instruments (e.g., technical standards: AICC, SCORM, IMS, LOM; organizational standards: ISO, AFNOR, EFQM, OPQF; product standards: Quality on line). The quality project may (or may not) have given the institution a specific certification but in any case, it must have given it
39、an awareness on quality and a measurable improvement of their operations and / or results. To reach a wide audience, as a first step an open “call for cases” was launched asking stakeholders to express their interest in participating in the development of this good practice guide and indicating succ
40、ess of their implementations. As a second step, an in depth analysis was performed using the structure of ISO/IEC 19796-1 (what was done in which phase of the standard). From those reports, we derived success and failure factors and developed the guideline of this CWA. The following Figure 1 shows t
41、he general procedure. CWA 15660:2007 (E) 7 Figure 1 - General procedure CWA 15660:2007 (E) 8 4 Good practice identification In the following section, we show the process of selecting quality projects, identifying good practice criteria, selecting successful cases and deriving guidelines from those c
42、ases. This chapter does not solely show the process of this CWA it moreover provides help for organisations identifying experts and expertise when preparing quality projects. 4.1 Good practice criteria When is a quality project considered a successful, respectively good practice? This was not only t
43、he main question for this guideline but, more generally, for project managers looking for expertise in the field of E-Learning quality management. Therefore, we give a brief description how “good practice” can be defined and operationalised for E-Learning quality. Those criteria, however, can also b
44、e used for organisations to critically reflect their own success. In a first discussion with stakeholders and experts, nine criteria were defined to identify “Good Practice”. We discuss these criteria briefly (an outline of the indicators is represented in italics after the description) in the secti
45、on to transparently show the selection process of successful cases. “Good practice” for E-Learning quality projects means that a project: comes from practice and is regularly used by practitioners It is necessary that the project is not a laboratory experiment but a real world implementation in a pr
46、oductive environment. A variety of stakeholders should be involved to evaluate the acceptance as part of the success of the project. What was your involvement in the implementation of the quality approach? Only the key actors of the implementation are legitimate to relate about it. is contextualized
47、 to a given field, a given community of users and a period of use Quality cannot be distinguished from its context. To learn from a good practice case, it is essential to know the context, such as the organisation, its situation and the people involved. For the reader of this guideline, it has to be
48、 clear if his/her context is comparable to the cases presented. Description of the institution, the subject of quality assurance (e.g., institution as a whole, E-Learning services, courses, ), the user groups involved, the duration of the project. addresses identified problems, needs and requirement
49、s Cases should clearly state why a quality project was initiated. For the reader, this is helpful to compare the own situation to the cases of this guide. Why did you decide to implement the quality approach? What did you want to achieve? be documented Cases should be well documented. Sharing experiences means that participating organisations should explicitly share their experiences with the reader. Several categories of those descriptions were identified to describe the crucial aspects of the cases. This description should cover the following aspects:
