1、INCITS/ISO/IEC 19796-1:20052008 (ISO/IEC 19796-1:2005, IDT) Information technology Learning, education and training Quality management, assuranceand metrics Part 1: General approachINCITS/ISO/IEC 19796-1:20052008(ISO/IEC 19796-1:2005, IDT)INCITS/ISO/IEC 19796-1:20052008 ii ITIC 2008 All rights reser
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5、opted by INCITS (InterNational Committee for Information Technology Standards) as an American National Standard. Date of ANSI Approval: 7/1/2008 Published by American National Standards Institute, 25 West 43rd Street, New York, New York 10036 Copyright 2008 by Information Technology Industry Council
6、 (ITI). All rights reserved. These materials are subject to copyright claims of International Standardization Organization (ISO), International Electrotechnical Commission (IEC), American National Standards Institute (ANSI), and Information Technology Industry Council (ITI). Not for resale. No part
7、of this publication may be reproduced in any form, including an electronic retrieval system, without the prior written permission of ITI. All requests pertaining to this standard should be submitted to ITI, 1250 Eye Street NW, Washington, DC 20005. Printed in the United States of America iiiContents
8、 Page Foreword iv 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 .15 Annex A (informative) Explanation for the use of the model.16 An
9、nex 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 (informative) Harmonized model for quality management for learning, education,
10、and training: mapping CELTSC and RFDQ.111 Annex F (informative) Specific quality objectives 116 Annex G (informative) References .121 INCITS/ISO/IEC 19796-1:20052008 ITIC 2008 All rights reservediv Foreword ISO (the International Organization for Standardization) and IEC (the International Electrote
11、chnical 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 fields of technical
12、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 joint technical c
13、ommittee, 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 committee are circulat
14、ed 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 shall not be held res
15、ponsible for identifying any or all such patent rights. ISO/IEC 19796-1 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, under the general t
16、itle Information technology Learning, education and training Quality management, assurance and metrics: Part 1: General approach Three further parts will be developed: Part 2: Harmonized quality model Part 3: Reference methods and metrics (RMM) Part 4: Best practice and implementation guide INCITS/I
17、SO/IEC 19796-1:20052008 ITIC 2008 All rights reservedvIntroduction 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 fra
18、mework is not a quality management 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 sam
19、ples of the usage of the standard 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 scena
20、rios. These criteria are also 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
21、of Quality Approaches The following figure shows the role of the models within the standardization process. INCITS/ISO/IEC 19796-1:20052008 ITIC 2008 All rights reservedvi Figure 2: Standardization Process Chapter 3 describes the process-oriented framework for the description of quality approaches (
22、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 model can be extended. Annex C (informative) describes t
23、he 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 assessment and evaluation. Annex E (informative) describes h
24、ow 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. Annex G (informative) lists references to papers us
25、ed for explanatory purposes. INCITS/ISO/IEC 19796-1:20052008 ITIC 2008 All rights reserved1Information 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, a
26、nd understand critical properties, characteristics, and 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 learni
27、ng, 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 Training and Development 2.2 CELTSC Chinese E-Learning Technology Standardization Committee 2.3 CWA CEN Workshop Agreement 2.4 customer ind
28、ividual or organization, such as learner, learners parents, 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, comparabilit
29、y, coherence, that concern the collection, analysis, persistence, dissemination, and usage of data 2.6 DIN e.V. Deutsches Institut fr Normung e.V. AMERICAN NATIONAL STANDARD INCITS/ISO/IEC 19796-1:20052008 ITIC 2008 All rights reserved2 2.7 ECTS European Credit Transfer System 2.8 EFQM European Foun
30、dation for Quality Management 2.9 interested party person or group (such as employee, provider, partner, 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 N
31、OTE 1 Inputs to a process are generally outputs of other processes. NOTE 2 Processes in an organization 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 frequen
32、tly referred to as “special process“. (ISO 9000:2000) 2.11 product result of a process NOTE 1 There 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.
33、lubricant). Many products comprise elements belonging to different generic product categories. When 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 interfa
34、ce between the supplier and customer and is generally intangible. Provision of a service can involve, 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
35、. the income statement needed to prepare a tax return); - the delivery of an intangible product (e. 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 general
36、ly intangible and can be in the form of approaches, transactions or procedures. Hardware is generally 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
37、 to as goods. NOTE 3 Quality assurance is mainly focused on intended products. (ISO 9000:2000) INCITS/ISO/IEC 19796-1:20052008 ITIC 2008 All rights reserved32.12 quality ability of a set of inherent characteristics of a product, system or process to fulfil requirements of customers and other interes
38、ted parties. (ISO 9000:2000) 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
39、 confidence that quality 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.
40、17 quality management (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 a
41、ssurance and quality improvement. (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 re
42、sources to fulfil the quality 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 se
43、tting of quality objectives. (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. INCITS/I
44、SO/IEC 19796-1:20052008 ITIC 2008 All rights reserved4 2.22 RFDQ Reference Framework for the Description of Quality Approaches 2.23 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
45、at the interface between the supplier and customer 2.26 service quality (SQ) overall collection of implicit and explicit characteristics that the service can satisfy the customer 2.27 Total Quality Management (TQM) management approach of an organization, centered on quality, based on the participati
46、on of all its members and aiming at long-term success through customer satisfaction, and benefits to all members of the organization and to society2.28 W3C World Wide Web Consortium EXAMPLE Knowledge is an intangible product to be delivered.(ISO 9000:2000) INCITS/ISO/IEC 19796-1:20052008 ITIC 2008 A
47、ll rights reserved53 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
48、for quality management and quality assurance approaches. This means that no assumptions and prescriptive requirements of the quality approaches are made. The use of the framework can be described as followed: Scenario 1: Description of a quality approach Select a quality management or quality assura
49、nce approach Q1. Identify the processes which are covered within Q1. Describe Q1 according to the framework using the description categories. Scenario 2: Comparison of quality approaches Select quality management or quality assurance approaches Q1Qn. Identify the processes which are covered within Q1Qn. Describe Q1Qn according to the framework using the description categories. Define a metric to compare Q1Qn. Perform analysis and comparison. Scenari
