1、raising standards worldwideNO COPYING WITHOUT BSI PERMISSION EXCEPT AS PERMITTED BY COPYRIGHT LAWBSI Standards PublicationBS ISO 29990:2010Learning services for non-formal education and training Basic requirements forservice providersBS ISO 29990:2010 BRITISH STANDARDNational forewordThis British St
2、andard is the UK implementation of ISO 29990:2010.The UK participation in its preparation was entrusted to TechnicalCommittee SVS/10, Learning Services Providers.A list of organizations represented on this committee can beobtained on request to its secretary.This publication does not purport to incl
3、ude all the necessaryprovisions of a contract. Users are responsible for its correctapplication. BSI 2010ISBN 978 0 580 66199 0ICS 03.180Compliance with a British Standard cannot confer immunity fromlegal obligations.This British Standard was published under the authority of theStandards Policy and
4、Strategy Committee on 30 September 2010.Amendments issued since publicationDate Text affectedBS ISO 29990:2010Reference numberISO 29990:2010(E)ISO 2010INTERNATIONAL STANDARD ISO29990First edition2010-09-01Learning services for non-formal education and training Basic requirements for service provider
5、s Services de formation dans le cadre de lducation et de la formation non formelles Exigences de base pour les prestataires de services BS ISO 29990:2010ISO 29990:2010(E) PDF disclaimer This PDF file may contain embedded typefaces. In accordance with Adobes licensing policy, this file may be printed
6、 or viewed but shall not be edited unless the typefaces which are embedded are licensed to and installed on the computer performing the editing. In downloading this file, parties accept therein the responsibility of not infringing Adobes licensing policy. The ISO Central Secretariat accepts no liabi
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8、itable for use by ISO member bodies. In the unlikely event that a problem relating to it is found, please inform the Central Secretariat at the address given below. COPYRIGHT PROTECTED DOCUMENT ISO 2010 All rights reserved. Unless otherwise specified, no part of this publication may be reproduced or
9、 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 the country of the requester. ISO copyright office Case postale 56 CH-1211 Geneva 20 Tel. + 41 22 749 01 11
10、 Fax + 41 22 749 09 47 E-mail copyrightiso.org Web www.iso.org Published in Switzerland ii ISO 2010 All rights reservedBS ISO 29990:2010ISO 29990:2010(E) ISO 2010 All rights reserved iiiContents Page Foreword iv Introduction.v 1 Scope1 2 Terms and definitions .1 3 Learning services3 3.1 Determining
11、learning needs .3 3.2 Design of the learning services .4 3.3 Provision of learning services .4 3.4 Monitoring the delivery of the learning services .5 3.5 Evaluation carried out by learning service providers .5 4 Management of the learning service provider6 4.1 General management requirements 6 4.2
12、Strategy and business management.7 4.3 Management review 7 4.4 Preventive actions and corrective actions .7 4.5 Financial management and risk management .7 4.6 Human resources management.7 4.7 Communication management (internal/external).8 4.8 Allocation of resources.8 4.9 Internal audits 8 4.10 Fee
13、dback from interested parties9 Annex A (informative) Business plan content .10 Annex B (informative) Information for management system reviews .11 Annex C (informative) Preventive actions and corrective actions 12 Annex D (informative) Examples of core competencies for learning service providers.13
14、Annex E (informative) Correspondence between ISO 29990:2010 and ISO 9001:2008 .15 Bibliography18 BS ISO 29990:2010ISO 29990:2010(E) iv ISO 2010 All rights reservedForeword ISO (the International Organization for Standardization) is a worldwide federation of national standards bodies (ISO member bodi
15、es). The work of preparing International Standards is normally carried out through ISO technical committees. Each member body interested in a subject for which a technical committee has been established has the right to be represented on that committee. International organizations, governmental and
16、non-governmental, in liaison with ISO, also take part in the work. ISO collaborates closely with the International Electrotechnical Commission (IEC) on all matters of electrotechnical standardization. International Standards are drafted in accordance with the rules given in the ISO/IEC Directives, P
17、art 2. The main task of technical committees is to prepare International Standards. Draft International Standards adopted by the technical committees are circulated to the member bodies for voting. Publication as an International Standard requires approval by at least 75 % of the member bodies casti
18、ng a vote. Attention is drawn to the possibility that some of the elements of this document may be the subject of patent rights. ISO shall not be held responsible for identifying any or all such patent rights. ISO 29990 was prepared by Technical Committee ISO/TC 232, Learning services for non-formal
19、 education and training. BS ISO 29990:2010ISO 29990:2010(E) ISO 2010 All rights reserved vIntroduction The objective of this International Standard is to provide a generic model for quality professional practice and performance, and a common reference for learning service providers (LSPs) and their
20、clients in the design, development and delivery of non-formal education, training and development. This International Standard uses the term “learning services” rather than “training” in order to encourage a focus on the learner and the results of the process, and to emphasize the full range of opti
21、ons available for delivering learning services. This International Standard focuses on the competency of LSPs. It is intended to assist organizations and individuals to select an LSP who will meet the organizations needs and expectations for competency and capability development and can be used to c
22、ertify LSPs. This International Standard shares some similarities with many of the management system standards published by ISO, particularly ISO 9001. As an example, a comparison of the content of this International Standard with that of ISO 9001:2008 is given in Annex E. BS ISO 29990:2010BS ISO 29
23、990:2010INTERNATIONAL STANDARD ISO 29990:2010(E) ISO 2010 All rights reserved 1Learning services for non-formal education and training Basic requirements for service providers 1 Scope This International Standard specifies basic requirements for providers of learning services in non-formal education
24、and training. NOTE 1 In cases where the learning service provider is part of an organization that delivers products (goods and services) in addition to learning services, this International Standard only applies to the unit providing the learning services. NOTE 2 Examples of non-formal education and
25、 training could include vocational training, life-long learning and in-company training (either outsourced or in-house). 2 Terms and definitions For the purposes of this document, the following terms and definitions apply. 2.1 associate learning services entity or person not employed by the learning
26、 service provider, but working under its auspices to provide learning services NOTE An associate is not a staff member of the learning service provider. EXAMPLE Organizations or independent contractors, such as instructors, instructional designers, evaluators, project managers, or career counsellors
27、. 2.2 award learning services designation given by a learning service provider to a learner, in order to indicate a level of performance or attainment, or the completion of a learning programme 2.3 business plan plan of action designed to achieve business goals 2.4 competency learning services knowl
28、edge, understanding, skill or attitude that is observable or measurable, or both observable and measurable, which is applied and mastered in a given work situation and in professional development or in personal development, or in both professional and personal development 2.5 continuous professional
29、 development intentional enhancement of professional knowledge or of professional competency BS ISO 29990:2010ISO 29990:2010(E) 2 ISO 2010 All rights reserved2.6 curriculum learning services plan of study prepared by the learning service provider which describes the aims, content, learning outcomes,
30、 teaching and learning methods, assessment processes, etc., relating to a learning service 2.7 evaluation of learning normative approach to analysing the learning process, or learning outcomes measured against the learning goals 2.8 facilitator learning services person who works with learners to ass
31、ist them with learning NOTE A facilitator is also often referred to as a teacher, a trainer, a coach, a tutor or a mentor. 2.9 interested party learning services individual, group or organization with a direct or indirect interest in the learning service, including its management and outcomes, or th
32、e processes involved, or both 2.10 key process learning services process essential to the learning service and the management of it 2.11 learner person engaged in learning 2.12 learning acquiring knowledge, behaviour, skills, values, preferences or understanding 2.13 learning service processes or se
33、quence of activities designed to enable learning 2.14 learning service provider LSP organization of any size or an individual providing learning services in the field of non-formal education and training, including all associates involved in the provision of the learning service 2.15 non-formal educ
34、ation learning services organized educational activity outside established recognized formal systems of elementary, secondary or higher education EXAMPLE Vocational training; life-long learning; in-company training (either outsourced or in-house). 2.16 quality policy overall intentions and direction
35、 of an organization related to quality as formally expressed by top management NOTE 1 Generally the quality policy is consistent with the overall policy of the organization and provides a framework for the setting of quality objectives. NOTE 2 Quality management principles presented in ISO 9000:2005
36、 can form a basis for the establishment of a quality policy. ISO 9000:2005, definition 3.2.4 BS ISO 29990:2010ISO 29990:2010(E) ISO 2010 All rights reserved 32.17 sponsor learning services organization or individual that provides financial or other support for the learner, or that has a vested inter
37、est in the outcome of the learning NOTE This includes corporations, government agencies, relatives, etc. 2.18 transfer of learning application of what has been learned during the learning service to other situations 3 Learning services 3.1 Determining learning needs 3.1.1 General Prior to offering l
38、earning services, and in order to orientate these effectively, the learning service provider (LSP) shall ensure that a learning needs analysis is conducted. NOTE Where relevant, the LSP will need to take account of national frameworks for qualification standards or progression within the area or sec
39、tor. 3.1.2 Needs of interested parties Before providing the learning service, the LSP shall ensure that: a) in terms of a qualification analysis, information is obtained about learners relevant education and training history and prior learning, including qualifications and credentials awarded to the
40、m, and that this information is obtained and used with legitimate consent; b) specific aims, wishes, goals and requirements of interested parties in undertaking or commissioning the learning service are determined; c) where relevant and feasible, learners are provided with the support they need in a
41、ssessing their own learning needs and goals; d) any needs relating to language, culture, literacy, or other special needs relating to disability are identified e.g. see web content accessibility guidelines (WCAG); e) relevant interested parties are consulted to determine how they expect the skills,
42、competencies and awareness developed as a result of the learning service to transfer to the learners work-related tasks and responsibilities, and about what the sponsor will consider to be indicators of success; f) an agreement is reached and recorded with the sponsor on the learning service to be p
43、rovided. 3.1.3 Learning content and process The LSP shall ensure that: a) the learning content and the learning process take into account the needs of any interested party; b) available means and information are used to effectively analyse issues arising from the specific learning content and proces
44、s (e.g. prerequisite skills, specific requirements for the learner); c) the learning methods and materials to be used are appropriate, accurate in terms of their content, and sufficient to meet the stated goals; d) the learning content and process take into account learning outcomes. BS ISO 29990:20
45、10ISO 29990:2010(E) 4 ISO 2010 All rights reserved3.2 Design of the learning services 3.2.1 Specification of the aims and scope of the learning services The LSP shall ensure that the scope, specific aims and planned outcomes of the learning service that is selected to meet the needs of interested pa
46、rties, as well as the learning methods to be used, are clearly specified and communicated to relevant interested parties. 3.2.2 Specification of means of supporting and monitoring the transfer of learning The LSP shall consider relevant interested parties when determining and planning the ways in wh
47、ich learning will be facilitated and supported, so as to ensure that the transfer of learning is assessed, monitored, evaluated and documented appropriately. 3.2.3 Curriculum planning The LSP shall: a) develop and document a curriculum and means of evaluation that reflect and are appropriate to the
48、aims and learning outcomes specified; b) select methods of learning, including autonomous learning, which 1) respond to the aims and requirements of the curriculum; 2) are appropriate for the learners; 3) take into account the various needs of individual learners; and 4) take advantage, as appropria
49、te, of the groups potential to provide resources and support for individual and collective learning; c) clearly specify the role and responsibilities of the interested parties, including the LSP itself, when delivering the learning services, and when monitoring and evaluating transfer of learning. 3.3 Provision of learning services 3.3.1 Information and orientation Commencing with, or prior to, delivery of the learning service, the LSP shall notify the learners and the sponsors and, when appropriate, check their unde
