1、BRITISH STANDARDBS EN ISO/IEC 19796-1:2009Information technology Learning, education and training Quality management, assurance and metrics Part 1: General approachICS 03.100.30; 35.240.99g49g50g3g38g50g51g60g44g49g42g3g58g44g55g43g50g56g55g3g37g54g44g3g51g40g53g48g44g54g54g44g50g49g3g40g59g38g40g51
2、g55g3g36g54g3g51g40g53g48g44g55g55g40g39g3g37g60g3g38g50g51g60g53g44g42g43g55g3g47g36g58National forewordThis British Standard 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 It supersedes BS ISO/IEC 19796-1:2005 which is withdrawn.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
3、in its preparation was entrusted to Technical Committee IST/43, Information technology for learning, education and training.A list of organizations represented on this committee can be obtained on request to its secretary. This publication does not purport to include all the necessary provisions of
4、a contract. Users are responsible for its correct application. Compliance with a British Standard cannot confer immunity from legal obligations.BS EN ISO/IEC 19796-1:2009This British Standard was published under the authority of the Standards Policy and Strategy Committee on 24 January 2006 BSI 2009
5、Amendments/corrigenda issued since publicationDate Comments 30 November 2009 This corrigendum renumbers BS ISO/IEC 19796-1:2005 as BS EN ISO/IEC 19796-1:2009ISBN 978 0 580 65550 0EUROPEAN STANDARDNORME EUROPENNEEUROPISCHE NORMEN ISO/IEC 19796-1May 2009ICS 03.100.30; 35.240.99English VersionInformati
6、on technology - Learning, education and training -Quality management, assurance and metrics - Part 1: 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
7、:2005)Informationstechnik - Lernen, Ausbilden und Weiterbilden -Qualittsmanagement, -sicherung und -metriken - 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 stip
8、ulate the conditions for giving this EuropeanStandard the status of a national standard without any alteration. 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 ex
9、ists in three official versions (English, French, German). A version in any other language made by translationunder 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 bo
10、dies 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 and United Kingdom.EURO
11、PEAN COMMITTEE FOR STANDARDIZATIONCOMIT EUROPEN DE NORMALISATIONEUROPISCHES KOMITEE FR NORMUNGManagement 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: EForeword T
12、he 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
13、-1:2009 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,
14、at 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
15、 any 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, Hu
16、ngary, 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 witho
17、ut any modification. iiiBS EN ISO/IEC 19796-1:2009ISO/IEC 19796-1:2005iiiContents Page Introduction.v 1 Scope1 2 Terms and definitions .1 3 Process model.5 3.1 Descriptive model6 3.2 Reference Framework for Quality Descriptions (RFDQ): process model .7 3.2.1 Process model description 8 4 Conformance
18、 .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) .64 Annex D (informative) Reference Quality Criteria (RQC) DIN PAS 1032-1 .87 Annex E (informati
19、ve) 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 BS EN ISO/IEC 19796-1:2009ISO/IEC 19796-1:2005This page deliberately set blankBS EN ISO/IEC 19796
20、-1:2009ISO/IEC 19796-1:2005vIntroduction 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 ma
21、nagement 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 s
22、tandard 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 a
23、lso not 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
24、following figure shows the role of the models within the standardization process. BS EN ISO/IEC 19796-1:2009ISO/IEC 19796-1:2005vi Figure 2: Standardization Process Chapter 3 describes the process-oriented framework for the description of quality approaches (RFDQ). Annex A (informative) describes th
25、e 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 model can be extended. Annex C (informative) describes the use of the model describing the “Frenc
26、h 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 assessment and evaluation. Annex E (informative) describes how other quality approaches can be mapped
27、 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. Annex G (informative) lists references to papers used for explanatory purposes. BS EN ISO/IE
28、C 19796-1:2009ISO/IEC 19796-1:20051Information technology Learning, education and training Quality management, 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
29、metrics of quality. The Reference Framework for the Description of Quality Approaches (RFDQ) is an elaborated and extensive process model. This standardization work harmonizes existing concepts, specifications, terms, and definitions for learning, education, and training. 2 Terms and definitions For
30、 the purposes of this document, the following terms and definitions apply. 2.1 ASTD American Society for Training 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 paren
31、ts, education institutions and potential employer,who consumes the product (studying and training) directly or indirectly2.5 data quality set of features such as relevance, accuracy, timeliness, punctuality, accessibility, clarity, comparability, coherence, that concern the collection, analysis, per
32、sistence, dissemination, and usage of data 2.6 DIN e.V. Deutsches Institut fr Normung e.V. BS EN ISO/IEC 19796-1:2009ISO/IEC 19796-1:20052 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, pa
33、rtner, investor, 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 organiz
34、ation are 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 Ther
35、e are four 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. Whe
36、n the product 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 invol
37、ve, for example, 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
38、. g. the 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 genera
39、lly tangible 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
40、EN ISO/IEC 19796-1:2009ISO/IEC 19796-1:200532.12 quality ability of a set of inherent characteristics of a product, system or process to fulfil requirements of customers and other interested parties. (ISO 9000:2000) 2.13 quality assessment totality of measures carried out consistently and systematic
41、ally 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 quality requirements will be fulfilled (ISO 9000:2000) 2.15 quality control part of quality mana
42、gement 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 (QM) coordinated activities to direct and control an organization with regard to quality (I
43、SO 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 improvement. (ISO 9000:2000) 2.18 quality objective something sought, or aimed for, related
44、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 quality objectives2.21 quality policy overall intentions and direction of an organization r
45、elated 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 objectives. (ISO 9000:2000) NOTE Establishing quality plans may be part of quality planning.(ISO
46、 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 19796-1:20054 2.22 RFDQ Reference Framework for the Description of Quality Approaches 2
47、.23 RQC Reference Quality Criteria 2.24 SCORM Sharable Content Object Reference Model 2.25 service intangible product that is the result of at least one activity performed at the interface between the supplier and customer 2.26 service quality (SQ) overall collection of implicit and explicit charact
48、eristics that the service can satisfy the customer 2.27 Total Quality Management (TQM) management approach of an organization, centered on quality, based on the participation of all its members and aiming at long-term success through customer satisfaction, and benefits to all members of the organiza
49、tion and to society2.28 W3C World Wide Web Consortium EXAMPLE Knowledge is an intangible product to be delivered.(ISO 9000:2000) BS EN ISO/IEC 19796-1:2009ISO/IEC 19796-1:200553 Process model In this section, the reference framework is described and elaborated by referring to its process model. The process model is a framework for the description, comparison, and analysis of process-oriented quality approaches. The framework can be used as a meta-model for quality management and quality assurance approaches. This means that no assumptions and prescript
