1、BS ISO/IEC 19796-3:2009 ICS 03.100.30; 35.240.99 NO COPYING WITHOUT BSI PERMISSION EXCEPT AS PERMITTED BY COPYRIGHT LAW BRITISH STANDARD Information technology - Learning, education and training - Quality management, assurances and metricsThis British Standard was published under the authority of th
2、e Standards Policy and Strategy Committee on 28 February 2009 BSI 2009 ISBN 978 0 580 58482 4 Amendments/corrigenda issued since publication Date Comments BS ISO/IEC 19796-3:2009 National foreword This British Standard is the UK implementation of . The UK participation in its preparation was entrust
3、ed 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 a contract. Users are respons
4、ible for its correct application. Compliance with a British Standard cannot confer immunity from legal obligations. Reference number ISO/IEC 19796-3:2009(E) ISO/IEC 2009INTERNATIONAL STANDARD ISO/IEC 19796-3 First edition 2009-02-01 Information technology Learning, education and training Quality man
5、agement, assurance and metrics Part 3: Reference methods and metrics Technologies de linformation Apprentissage, ducation et formation Management, assurance et mtrologie de la qualit Partie 3: Mthodes de rfrence et mtrologie BS ISO/IEC 19796-3:2009ISO/IEC 19796-3:2009(E) PDF disclaimer This PDF file
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9、EC 2009 All rights reserved. Unless otherwise specified, no part of this publication may be reproduced or utilized in any form or by any means, electronic or mechanical, including photocopying and microfilm, without permission in writing from either ISO at the address below or ISOs member body in th
10、e country of the requester. ISO copyright office Case postale 56 CH-1211 Geneva 20 Tel. + 41 22 749 01 11 Fax + 41 22 749 09 47 E-mail copyrightiso.org Web www.iso.org Published in Switzerland ii ISO/IEC 2009 All rights reservedBS ISO/IEC 19796-3:2009ISO/IEC 19796-3:2009(E) ISO/IEC 2009 All rights r
11、eserved iiiContents Page Foreword iv Introduction.v 1 Scope1 2 Conformance .2 3 Normative references2 4 Terms and definitions .2 5 Mapping quality approaches4 5.1 Quality approaches and ISO/IEC 19796 series.4 5.2 Practical guideline for quality approaches.6 6 Quality management / assurance activity
12、model .6 7 Reference model for quality methods .8 7.1 Categories 8 7.2 Elements.10 8 Reference model for quality metrics .14 8.1 Categories 14 8.2 Elements.16 9 Collection of methods and metrics .19 9.1 Collection of methods.19 9.2 Collection of metrics .22 Annex A (informative) Description format e
13、xamples of methods reference model.30 Annex B (informative) Description format examples of metrics reference model.34 Bibliography38 BS ISO/IEC 19796-3:2009ISO/IEC 19796-3:2009(E) iv ISO/IEC 2009 All rights reservedForeword ISO (the International Organization for Standardization) and IEC (the Intern
14、ational Electrotechnical Commission) form the specialized system for worldwide standardization. National bodies that are members of ISO or IEC participate in the development of International Standards through technical committees established by the respective organization to deal with particular fie
15、lds of technical activity. ISO and IEC technical committees collaborate in fields of mutual interest. Other international organizations, governmental and non-governmental, in liaison with ISO and IEC, also take part in the work. In the field of information technology, ISO and IEC have established a
16、joint technical committee, ISO/IEC JTC 1. International Standards are drafted in accordance with the rules given in the ISO/IEC Directives, Part 2. The main task of the joint technical committee is to prepare International Standards. Draft International Standards adopted by the joint technical commi
17、ttee are circulated to national bodies for voting. Publication as an International Standard requires approval by at least 75 % of the national bodies casting a vote. Attention is drawn to the possibility that some of the elements of this document may be the subject of patent rights. ISO and IEC shal
18、l not be held responsible for identifying any or all such patent rights. ISO/IEC 19796-3 was prepared by Joint Technical Committee ISO/IEC JTC 1, Information technology, Subcommittee SC 36, Information technology for learning, education and training. ISO/IEC 19796 consists of the following parts, un
19、der the general title Information technology Learning, education and training Quality management, assurance and metrics: Part 1: General approach Part 3: Reference methods and metrics The following parts are under preparation: Part 2: Harmonized quality model Part 4: Best practice and implementation
20、 guide Technical Report Part 5: How to use ISO/IEC 19796-1 Technical Report BS ISO/IEC 19796-3:2009ISO/IEC 19796-3:2009(E) ISO/IEC 2009 All rights reserved vIntroduction Quality in the field of distance education and e-learning has become an issue of increasing importance in academia, institutions,
21、and industry. A variety of approaches have been developed and implemented successfully. Generic standards, such as ISO 9000:2005 and/or ISO 14000 have been used also in the educational community. In addition to generic standards related to quality, there are specific quality guidelines that have bee
22、n developed and used for e-Learning or distance education (such as the ASTD criteria for e- Learning, the BLA Quality Mark, Quality Platform Learning by D-ELAN, or Quality elements by Sloan- consortium). It has become clear that quality management can contribute to improve the performance of organiz
23、ations in the field of learning, education, and training (LET). Numerous approaches to quality management and assurance and their different scopes and objectives lead to confusion within communities that depend on information technologies to support and facilitate learning, education, and training.
24、Therefore, a harmonized quality standard, the ISO/IEC 19796 series, has been developed. ISO/IEC 19796 has five parts as a series. ISO/IEC 19796-1 is the basic framework for quality development in organizations within the field of learning, education, and training (LET). It serves as a framework to d
25、escribe, compare, and analyze quality management and quality assurance approaches. In addition to providing a descriptive model that can be used to compare and analyze quality approaches, ISO/IEC 19796-1 identifies the components of a seven-part process model within the lifecycle of information and
26、communication systems for learning, education, and training. As a framework it may be used to compare different quality assurance and quality management processes. This part of ISO/IEC 19796 provides reference methods and metrics used in the lifecycle process. It also provides examples of how method
27、s and metrics can be generically described, compared, and used for specific contexts. For each process in the e-learning lifecycle, a set of potential methods and metrics should be specified. This set of methods and metrics can be used during the development of an individual quality approach that is
28、 based on defined quality objectives. ISO/IEC 19796-1 describes the processes for the e-Learning lifecycle. It is a reference model with a high level of abstraction which has to be adapted to a certain organization and to a certain situation. To facilitate the adaptation procedure, two reference mod
29、els for quality management and quality assurance are described in this part of ISO/IEC 19796: reference model for methods; reference model for metrics. To facilitate the adaptation of ISO/IEC 19796-1, as the first step, this part of ISO/IEC 19796 provides reference methods and metrics used in lifecy
30、cle processes with the reference models from ISO/IEC 19796-1. It also provides collections of methods and metrics which are generically described and can be used for specific contexts. For each process in the e-Learning lifecycle, a set of potential methods and metrics should be specified. This set
31、of methods and metrics can be used during the development and definition of an individual quality approach based on certain quality objectives. ISO/IEC 19796-1 provides a description format and a process framework as the reference framework for the description of quality approaches (RFDQ), for the d
32、escription and development of quality approaches. The RFDQ framework is only a base for quality development it does not provide specific methods and metrics for particular quality objectives, and also does not provide instruments or procedures. ISO Guide 72 Guidelines mainly distinguish three types
33、of management system standards; Type A management systems requirements standards, Type B management systems guidelines standards, and Type C management systems related standards. The consensus is to use ISO Guide 72 Guidelines for the justification and development of management system standards. Acc
34、ordingly, this International Standard is Type C, a management systems related standard, as neither requirements are defined nor guidelines are given. BS ISO/IEC 19796-3:2009BS ISO/IEC 19796-3:2009INTERNATIONAL STANDARD ISO/IEC 19796-3:2009(E) ISO/IEC 2009 All rights reserved 1Information technology
35、Learning, education and training Quality management, assurance and metrics Part 3: Reference methods and metrics 1 Scope This part of ISO/IEC 19796 extends the “reference framework for the description of quality approaches” (RFDQ) defined in ISO/IEC 19796-1 by providing a harmonized description of t
36、he methods and metrics required to implement quality management and quality assurance systems for stakeholders designing, developing, or utilizing information technology systems used for learning, education, and training. Activities such as quality planning, quality control, and quality improvement
37、are important for quality management implementations. While these three activities are focused on products, processes and their development, quality assurance is focused more on confirmation and indication for internal and external stakeholders. It should be noted that the reference methods and metr
38、ics for this part of ISO/IEC 19796 include issues related to the implementation of quality management and assurance systems for information technologies that are used for learning, education, and training. This part of ISO/IEC 19796 is to be used to help identify methods and metrics to implement a q
39、uality assurance and management system of an IT system used for learning, education, and training. For example, it may be used for quality management systems that help to verify items such as IT system effectiveness, compliance with quality objectives including purposes, customer satisfaction, train
40、ing in the use of the IT system, complaints handling, and auditing. NOTE While not included in the normative references of this part of ISO/IEC 19796 it may be helpful for ITLET (Information Technology for Learning, Education, and Training) stakeholders interested in quality issues to refer to the r
41、elated standards listed in the bibliography for further information regarding quality management and quality assurance. During the implementation of quality management and quality assurance systems, using specific methods and metrics are indispensable for the exchange, purchase, management, and arch
42、iving of learning courses, systems, and/or services. Involving all stakeholders (e.g., developers, administrators, government, providers, teachers, and learners) within a framework that is open and inclusive will help to ensure that information technologies for learning, education, and training are
43、both effective for and appropriate to learning and teaching needs. This part of ISO/IEC 19796 has the following components, which are developed in order to indicate and communicate quality approaches. The reference model for methods provides an interoperable formalized description of methods that ca
44、n be easily implemented and adopted into a quality management system to realize and facilitate quality management. The reference model for metrics provides an interoperable formalized description of metrics that can be easily implemented and adopted into a quality management system to measure qualit
45、y in a comparable way. A collection of methods that can be used to manage and assure quality in different contexts. It supports stakeholders to implement concrete actions to achieve (a set of) quality objectives. BS ISO/IEC 19796-3:2009ISO/IEC 19796-3:2009(E) 2 ISO/IEC 2009 All rights reserved A col
46、lection of metrics and indicators that can be used to measure quality in processes, products, components, and services. It supports stakeholders to implement measures (e.g. indicators) for specific quality objectives. Annex A (informative) contains examples of how this part of ISO/IEC 19796 can be u
47、sed and provides a suggested format to describe a quality method. Annex B (informative) contains examples of how this part of ISO/IEC 19796 can be used and provides a suggested format to describe a quality metric. 2 Conformance The objective of this part of ISO/IEC 19796 is to extend the RFDQ (defin
48、ed by ISO/IEC 19796-1) leading to a complete quality system that supports stakeholders to implement quality management and quality assurance systems. For each quality management and assurance process a set of potential methods and metrics that can be used at the development of individual quality app
49、roaches needs to be specified. The harmonized description of these methods and metrics is needed to provide clear understanding, mutual communication and agreement. The collections of methods and metrics such as quality approaches should be extensible. A method or metric is conformant if it uses the corresponding reference model (i.e. Clause 7 for methods and Clause 8 for metrics) or an instantiation in description format (as noted in Table 1 for methods and Table 2 for metrics). A conform
