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2、nd training Quality management, assurance and metrics Part 1: General approachICS 03.100.30; 35.240.99Information technology Learning, education BRITISH STANDARDBS EN ISO/IEC 19796-1:2009BS EN ISO/IEC 19796-1:2009Licensed Copy: Wang Bin, ISO/EXCHANGE CHINA STANDARDS, 15/03/2010 07:04, Uncontrolled C
3、opy, (c) BSIThis British Standard was published under the authority of the Standards Policy and Strategy Committee on 24 January 2006 BSI 2009ISBN 978 0 580 65550 0Amendments/corrigenda issued since publicationDate Comments 30 November 2009 This corrigendum renumbers BS ISO/IEC 19796-1:2005 as BS EN
4、 ISO/IEC 19796-1:2009request to its secretary. This publication does not purport to include all the necessary provisions of a contract. Users are responsible for its correct application. Compliance with a British Standard cannot confer immunity from legal obligations.National forewordThis British St
5、andard is the UK implementation of EN ISO/IEC 19796-1:2009. It is identical to ISO/IEC 19796-1:2005. It supersedes BS ISO/IEC 19796-1:2005 which is withdrawn. The UK participation in its preparation was entrusted to Technical Committee IST/43, Information technology for learning, education and train
6、ing.A list of organizations represented on this committee can be obtained on EUROPEAN STANDARDNORME EUROPENNEEUROPISCHE NORMEN ISO/IEC 19796-1May 2009ICS 03.100.30; 35.240.99English VersionInformation technology - Learning, education and training -Quality management, assurance and metrics - Part 1:
7、Generalapproach (ISO/IEC 19796-1:2005)Technologies de linformation - Apprentissage, ducation etformation - Management, assurance et mtrologie de laqualit - Partie 1: Approche gnrale (ISO/IEC 19796-1:2005)Informationstechnik - Lernen, Ausbilden und Weiterbilden -Qualittsmanagement, -sicherung und -me
8、triken - Teil 1:Allgemeiner Ansatz (ISO/IEC 19796-1:2005)This European Standard was approved by CEN on 7 May 2009.CEN members are bound to comply with the CEN/CENELEC Internal Regulations which stipulate the conditions for giving this EuropeanStandard the status of a national standard without any al
9、teration. Up-to-date lists and bibliographical references concerning such nationalstandards may be obtained on application to the CEN Management Centre or to any CEN member.This European Standard exists in three official versions (English, French, German). A version in any other language made by tra
10、nslationunder the responsibility of a CEN member into its own language and notified to the CEN Management Centre has the same status as theofficial versions.CEN members are the national standards bodies of Austria, Belgium, Bulgaria, Cyprus, Czech Republic, Denmark, Estonia, Finland,France, Germany,
11、 Greece, Hungary, Iceland, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal,Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland and United Kingdom.EUROPEAN COMMITTEE FOR STANDARDIZATIONCOMIT EUROPEN DE NORMALISATIONEUROPISCHES KOMITEE FR NORMUNGManageme
12、nt Centre: Avenue Marnix 17, B-1000 Brussels 2009 CEN All rights of exploitation in any form and by any means reservedworldwide for CEN national Members.Ref. No. EN ISO/IEC 19796-1:2009: ELicensed Copy: Wang Bin, ISO/EXCHANGE CHINA STANDARDS, 15/03/2010 07:04, Uncontrolled Copy, (c) BSIForeword The
13、text of ISO/IEC 19796-1:2005 has been prepared by Technical Committee JTC 1 “Information technology for learning, education and training” of the International Organization for Standardization (ISO) and the International Electrotechnical Commission (IEC) and has been taken over as EN ISO/IEC 19796-1:
14、2009 by Technical Committee CEN/TC 353 “Information and Communication Technologies for Learning, Education and Training” the secretariat of which is held by UNI. This European Standard shall be given the status of a national standard, either by publication of an identical text or by endorsement, at
15、the latest by November 2009, and conflicting national standards shall be withdrawn at the latest by November 2009. Attention is drawn to the possibility that some of the elements of this document may be the subject of patent rights. CEN and/or CENELEC shall not be held responsible for identifying an
16、y or all such patent rights. According to the CEN/CENELEC Internal Regulations, the national standards organizations of the following countries are bound to implement this European Standard: Austria, Belgium, Bulgaria, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hunga
17、ry, Iceland, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland and the United Kingdom. Endorsement notice The text of ISO/IEC 19796-1:2005 has been approved by CEN as a EN ISO/IEC 19796-1:2009 without
18、any modification. iiiBS EN ISO/IEC 19796-1:2009ISO/IEC 19796-1:2005Licensed Copy: Wang Bin, ISO/EXCHANGE CHINA STANDARDS, 15/03/2010 07:04, Uncontrolled Copy, (c) BSIiiiContents Page Introduction.v 1 Scope1 2 Terms and definitions .1 3 Process model.5 3.1 Descriptive model6 3.2 Reference Framework f
19、or Quality Descriptions (RFDQ): process model .7 3.2.1 Process model description 8 4 Conformance .15 Annex A (informative) Explanation for the use of the model.16 Annex B (informative) DIN process model (DIN PAS 1032-1 ).19 Annex C (informative) French code of practice in E-Learning (AFNOR Z76-001)
20、.64 Annex D (informative) Reference Quality Criteria (RQC) DIN PAS 1032-1 .87 Annex E (informative) Harmonized model for quality management for learning, education, and training: mapping CELTSC and RFDQ.111 Annex F (informative) Specific quality objectives 116 Annex G (informative) References .121 B
21、S EN ISO/IEC 19796-1:2009ISO/IEC 19796-1:2005Licensed Copy: Wang Bin, ISO/EXCHANGE CHINA STANDARDS, 15/03/2010 07:04, Uncontrolled Copy, (c) BSIThis page deliberately set blankBS EN ISO/IEC 19796-1:2009ISO/IEC 19796-1:2005Licensed Copy: Wang Bin, ISO/EXCHANGE CHINA STANDARDS, 15/03/2010 07:04, Uncon
22、trolled Copy, (c) BSIvIntroduction The Reference Framework for the Description of Quality Approaches (RFDQ) is a framework to describe, compare, and analyze quality management and quality assurance approaches. These approaches can be mapped to RFDQ. Therefore, the framework is not a quality manageme
23、nt or quality assurance model it is a framework for the description of quality approaches. It will serve to compare different existing standards and to harmonize these towards a common quality model. For a better understanding of the standard, several annexes show samples of the usage of the standar
24、d the annexes are based on the French “Code of Practice“ and German DIN PAS 1032-1. Additionally, an annex on Reference Quality Criteria (RQC) is included. These criteria shall serve as reference criteria for the analysis and evaluation of learning resources and scenarios. These criteria are also no
25、t a quality assessment approach itself, but a framework to compare different quality assurance and quality assessment approaches. The following figure shows the levels of quality approaches and the relation of the RFDQ and RQC to existing approaches. Figure 1: Levels of Quality Approaches The follow
26、ing figure shows the role of the models within the standardization process. BS EN ISO/IEC 19796-1:2009ISO/IEC 19796-1:2005Licensed Copy: Wang Bin, ISO/EXCHANGE CHINA STANDARDS, 15/03/2010 07:04, Uncontrolled Copy, (c) BSIvi Figure 2: Standardization Process Chapter 3 describes the process-oriented f
27、ramework for the description of quality approaches (RFDQ). Annex A (informative) describes the use of RFDQ and the use of classifications to extend the process model introducing sub-processes. Annex B (informative) shows the full German process model (DIN PAS 1032-1) as an example how the basic mode
28、l can be extended. Annex C (informative) describes the use of the model describing the “French Code of Practice ine-Learning” (AFNOR Z 76-001) as a second sample of the use of the standard. Annex D (informative) provides a reference list of quality criteria which can be included in RFDQ for assessme
29、nt and evaluation. Annex E (informative) describes how other quality approaches can be mapped to RFDQ. Specifically, the Chinese Model CELTSC is used as an example of the mapping procedure. Annex F (informative) describes the use of the model for specific quality objectives such as metadata quality.
30、 Annex G (informative) lists references to papers used for explanatory purposes. BS EN ISO/IEC 19796-1:2009ISO/IEC 19796-1:2005Licensed Copy: Wang Bin, ISO/EXCHANGE CHINA STANDARDS, 15/03/2010 07:04, Uncontrolled Copy, (c) BSI1Information technology Learning, education and training Quality managemen
31、t, assurance and metrics Part 1: General approach 1 Scope This part of ISO/IEC 19796 provides a common framework to describe, specify, and understand critical properties, characteristics, and metrics of quality. The Reference Framework for the Description of Quality Approaches (RFDQ) is an elaborate
32、d and extensive process model. This standardization work harmonizes existing concepts, specifications, terms, and definitions for learning, education, and training. 2 Terms and definitions For the purposes of this document, the following terms and definitions apply. 2.1 ASTD American Society for Tra
33、ining and Development 2.2 CELTSC Chinese E-Learning Technology Standardization Committee 2.3 CWA CEN Workshop Agreement 2.4 customer individual or organization, such as learner, learners parents, education institutions and potential employer,who consumes the product (studying and training) directly
34、or indirectly2.5 data quality set of features such as relevance, accuracy, timeliness, punctuality, accessibility, clarity, comparability, coherence, that concern the collection, analysis, persistence, dissemination, and usage of data 2.6 DIN e.V. Deutsches Institut fr Normung e.V. BS EN ISO/IEC 197
35、96-1:2009ISO/IEC 19796-1:2005Licensed Copy: Wang Bin, ISO/EXCHANGE CHINA STANDARDS, 15/03/2010 07:04, Uncontrolled Copy, (c) BSI2 2.7 ECTS European Credit Transfer System 2.8 EFQM European Foundation for Quality Management 2.9 interested party person or group (such as employee, provider, partner, in
36、vestor, owner, society) whose interest is affected by performance or achievements of e-learning 2.10 process set of interrelated or interacting activities which transforms inputs into outputs NOTE 1 Inputs to a process are generally outputs of other processes. NOTE 2 Processes in an organization are
37、 generally planned and carried out under controlled conditions to add value. NOTE 3 A process where the conformity of the resulting product cannot be readily or economically verified is frequently referred to as “special process“. (ISO 9000:2000) 2.11 product result of a process NOTE 1 There are fou
38、r generic product categories, as follows: - services (e. g. transport); - software (e. g. computer program, dictionary); - hardware (e. g. engine mechanical part); - processed materials (e. g. lubricant). Many products comprise elements belonging to different generic product categories. When the pro
39、duct is then called service, software, hardware or processed material depends on the dominant element. NOTE 2 Service is the result of at least one activity necessarily performed at the interface between the supplier and customer and is generally intangible. Provision of a service can involve, for e
40、xample, the following: - an activity performed on a customer-supplied tangible product (e. g. automobile to be repaired); - an activity performed on a customer-supplied intangible product (e. g. the income statement needed to prepare a tax return); - the delivery of an intangible product (e. g. the
41、delivery of information in the context of knowledge transmission); - the creation of ambience for the customer (e. g. in hotels and restaurants). Software consists of information and is generally intangible and can be in the form of approaches, transactions or procedures. Hardware is generally tangi
42、ble and its amount is a countable characteristic. Processed materials are generally tangible and their amount is a continuous characteristic. Hardware and processed materials often are referred to as goods. NOTE 3 Quality assurance is mainly focused on intended products. (ISO 9000:2000) BS EN ISO/IE
43、C 19796-1:2009ISO/IEC 19796-1:2005Licensed Copy: Wang Bin, ISO/EXCHANGE CHINA STANDARDS, 15/03/2010 07:04, Uncontrolled Copy, (c) BSI32.12 quality ability of a set of inherent characteristics of a product, system or process to fulfil requirements of customers and other interested parties. (ISO 9000:
44、2000) 2.13 quality assessment totality of measures carried out consistently and systematically in order to insure that a product conformswith the requirements of a stated specification (EN 180000:1995) 2.14 quality assurance (QA) part of quality management focused on providing confidence that qualit
45、y requirements will be fulfilled (ISO 9000:2000) 2.15 quality control part of quality management focused on fulfilling quality requirements (ISO 9000:2000) 2.16 quality improvement part of quality management focused on increasing effectiveness and efficiency (ISO 9000:2000) 2.17 quality management (
46、QM) coordinated activities to direct and control an organization with regard to quality (ISO 9000:2000) NOTE Direction and control with regard to quality generally includes establishment of the quality policy and quality objectives, quality planning, quality control, quality assurance and quality im
47、provement. (ISO 9000:2000) 2.18 quality objective something sought, or aimed for, related to quality 2.19 QoL Quality on the line 2.20 quality planning part of quality management, focused on setting quality objectives and specifying necessary operational process and related resources to fulfil the q
48、uality objectives2.21 quality policy overall intentions and direction of an organization related to quality as formally expressed by top management NOTE The quality policy should be consistent with the overall policy of the organization and should provide a frameworkfor the setting of quality object
49、ives. (ISO 9000:2000) NOTE Establishing quality plans may be part of quality planning.(ISO 9000:2000) NOTE Quality objectives should be based on the organizations quality policy. Quality objectives are specified at different (ISO 9000:2000) levels in the organization. BS EN ISO/IEC 19796-1:2009ISO/IEC 19796-1:2005Licensed Copy: Wang Bin, ISO/EXCHANGE CHINA STANDARDS, 15/03/2010 07:04, Uncontrolled Copy, (c) BSI4 2.22 RFDQ Reference Framework for the Description of Quality Approaches 2.23 RQC Reference Quality Criteria 2.24 SCORM Sharable Content Object
