1、August 2009DEUTSCHE NORM English price group 32No part of this standard may be reproduced without prior permission ofDIN Deutsches Institut fr Normung e. V., Berlin. Beuth Verlag GmbH, 10772 Berlin, Germany,has the exclusive right of sale for German Standards (DIN-Normen).ICS 03.100.30; 03.120.10; 3
2、5.240.99!$Y(t“1540581www.din.deDDIN EN ISO/IEC 19796-1Information technology Learning, education and training Quality management, assurance and metrics Part 1: General approach(ISO/IEC 19796-1:2005)English version of DIN EN ISO/IEC 19796-1:2009-08Informationstechnik Lernen, Ausbilden und Weiterbilde
3、n Qualittsmanagement, -sicherung und -metriken Teil 1: Allgemeiner Ansatz(ISO/IEC 19796-1:2005)Englische Fassung DIN EN ISO/IEC 19796-1:2009-08www.beuth.deDocument comprises 128 pagesDIN EN ISO/IEC 19796-1:2009-08 2 National foreword This standard has been prepared by Joint Technical Committee ISO/I
4、EC JTC 1 “Information technology” and has been adopted as EN ISO/IEC 19796-1:2009 by Technical Committee CEN/TC 353 “Information and Communication Technologies for Learning, Education and Training” (Secretariat: UNI, Italy). The responsible German body involved in its preparation was the Normenaussc
5、huss Informationstechnik und Anwendungen (Information Technology and selected IT Applications Standards Committee), Technical Committee NA 043-01-36 AA Lerntechnologien. ISO/IEC 19796-1 is part of a series under the general title Information technology Learning, education and training Quality manage
6、ment, assurance and metrics. ISO/IEC 19796-1 provides a common framework to describe, specify and understand critical properties, characteristics and metrics of quality. The text of ISO/IEC 19796-1:2005 has been approved by CEN as EN ISO/IEC 19796-1:2009 without any modifications. EUROPEAN STANDARD
7、NORME EUROPENNE EUROPISCHE NORM EN ISO/IEC 19796-1 May 2009 ICS 03.100.30; 35.240.99 English Version Information technology - Learning, education and training - Quality management, assurance and metrics - Part 1: General approach (ISO/IEC 19796-1:2005) Technologies de linformation - Apprentissage, d
8、ucation et formation - Management, assurance et mtrologie de la qualit - Partie 1: Approche gnrale (ISO/IEC 19796-1:2005) Informationstechnik - Lernen, Ausbilden und Weiterbilden - Qualittsmanagement, -sicherung und -metriken - Teil 1: Allgemeiner Ansatz (ISO/IEC 19796-1:2005) This European Standard
9、 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 European Standard the status of a national standard without any alteration. Up-to-date lists and bibliographical references concerning such nat
10、ional standards 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 translation under the responsibility of a CEN member into its own language and
11、 notified to the CEN Management Centre has the same status as the official versions. CEN members are the national standards bodies of Austria, Belgium, Bulgaria, Cyprus, Czech Republic, Denmark, Estonia, Finland, France,Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Lithuania, Luxembourg
12、, Malta, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland and United Kingdom. EUROPEAN COMMITTEE FOR STANDARDIZATION COMIT EUROPEN DE NORMALISATION EUROPISCHES KOMITEE FR NORMUNG Management Centre: Avenue Marnix 17, B-1000 Brussels 2009 CEN All rights of
13、 exploitation in any form and by any means reserved worldwide for CEN national Members. Ref. No. EN ISO/IEC 19796-1:2009: EContents2 EN ISO/IEC 19796-1:2009 (E)DIN EN ISO/IEC 19796-1:2009-08 Page Foreword 3 Introduction.4 1 Scope6 2 Terms and definitions 6 3 Process model.10 3.1 Descriptive model11
14、3.2 Reference Framework for Quality Descriptions (RFDQ): process model 12 3.2.1 Process model description .13 4 Conformance 20 Annex A (informative) Explanation for the use of the model .21 Annex B (informative) DIN process model (DIN PAS 1032-1 )24 Annex C (informative) French code of practice in E
15、-Learning (AFNOR Z76-001) .69 Annex D (informative) Reference Quality Criteria (RQC) DIN PAS 1032-1 .92 Annex E (informative) Harmonized model for quality management for learning, education, and training: mapping CELTSC and RFDQ116 Annex F (informative) Specific quality objectives 121 Annex G (infor
16、mative) References .126 Foreword ISO (the International Organization for Standardization) and IEC (the International Electrotechnical Commission) form the specialized system for worldwide standardization. National bodies that are members of ISO or IEC participate in the development of International
17、Standards through technical committees established by the respective organization to deal with particular fields 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
18、 and IEC, also take part in the work. In the field of information technology, ISO and IEC have established a 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 commit
19、tee is to prepare International Standards. Draft International Standards adopted by the joint technical committee 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
20、 possibility that some of the elements of this document may be the subject of patent rights. ISO and IEC shall not be held responsible 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, In
21、formation technology for learning, education and training. ISO/IEC 19796 consists of the following parts, under the general title Information technology Learning, education and training Quality management, assurance and metrics: Part 1: General approach Three further parts will be developed: Part 2:
22、 Harmonized quality model Part 3: Reference methods and metrics (RMM) Part 4: Best practice and implementation guide 3 DIN EN ISO/IEC 19796-1:2009-08 EN ISO/IEC 19796-1:2009 (E)Introduction The Reference Framework for the Description of Quality Approaches (RFDQ) is a framework to describe, compare,
23、and analyze quality management and quality assurance approaches. These approaches can be mapped to RFDQ. Therefore, the framework 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
24、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 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
25、 included. These criteria shall serve as reference criteria for the analysis and evaluation of learning resources and scenarios. These criteria are also not a quality assessment approach itself, but a framework to compare different quality assurance and quality assessment approaches. The following f
26、igure shows the levels of quality approaches and the relation of the RFDQ and RQC to existing approaches. Figure 1: Levels of Quality Approaches The following figure shows the role of the models within the standardization process. 4 EN ISO/IEC 19796-1:2009 (E)DIN EN ISO/IEC 19796-1:2009-08 Figure 2:
27、 Standardization Process Chapter 3 describes the process-oriented framework 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 Ger
28、man 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 “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 l
29、ist of quality criteria which can be included in RFDQ for assessment 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 t
30、he model for specific quality objectives such as metadata quality.Annex G (informative) lists references to papers used for explanatory purposes. 5 DIN EN ISO/IEC 19796-1:2009-08 EN ISO/IEC 19796-1:2009 (E)1 Scope This part of ISO/IEC 19796 provides a common framework to describe, specify, and under
31、stand 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 learning, educ
32、ation, and training. 2 Terms and definitions For the purposes of this document, the following terms and definitions apply. 2.1ASTDAmerican Society for Training and Development 2.2CELTSCChinese E-Learning Technology Standardization Committee 2.3CWA CEN Workshop Agreement 2.4customerindividual or orga
33、nization, such as learner, learners parents, education institutions and potential employer,who consumes the product (studying and training) directly or indirectly2.5data quality set of features such as relevance, accuracy, timeliness, punctuality, accessibility, clarity, comparability, coherence, th
34、at concern the collection, analysis, persistence, dissemination, and usage of data 2.6DIN e.V. Deutsches Institut fr Normung e.V. 6 EN ISO/IEC 19796-1:2009 (E)DIN EN ISO/IEC 19796-1:2009-08 2.7ECTSEuropean Credit Transfer System 2.8EFQMEuropean Foundation for Quality Management 2.9interested party p
35、erson or group (such as employee, provider, partner, investor, owner, society) whose interest is affected by performance or achievements of e-learning2.10process set of interrelated or interacting activities which transforms inputs into outputs NOTE 1 Inputs to a process are generally outputs of oth
36、er 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 frequently referred to as “special process“. (ISO 9000:2000) 2
37、.11product 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. lubricant). Many products comprise elements belonging to
38、 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 interface between the supplier and customer and is generally in
39、tangible. 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. the income statement needed to prepare a tax return);-
40、 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 generally intangible and can be in the form of approaches, trans
41、actions 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 to as goods. NOTE 3 Quality assurance is mainly focused
42、on intended products. (ISO 9000:2000) 7 DIN EN ISO/IEC 19796-1:2009-08 EN ISO/IEC 19796-1:2009 (E)2.12quality 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) 2.13quality assessment totality
43、 of measures carried out consistently and systematically in order to insure that a product conformswith the requirements of a stated specification (EN 180000:1995)2.14quality assurance (QA) part of quality management focused on providing confidence that quality requirements will be fulfilled (ISO 90
44、00:2000)2.15quality control part of quality management focused on fulfilling quality requirements (ISO 9000:2000)2.16quality improvement part of quality management focused on increasing effectiveness and efficiency (ISO 9000:2000)2.17quality management (QM) coordinated activities to direct and contr
45、ol 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 qualityobjectives, quality planning, quality control, quality assurance and quality improvement. (ISO 9000:2000) 2.18quality objective
46、 something sought, or aimed for, related to quality 2.19QoLQuality on the line 2.20quality planning part of quality management, focused on setting quality objectives and specifying necessary operational process and related resources to fulfil the quality objectives2.21quality policy overall intentio
47、ns and direction of an organization related to quality as formally expressed by top managementNOTE 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 m
48、ay 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.8 EN ISO/IEC 19796-1:2009 (E)DIN EN ISO/IEC 19796-1:2009-08 2.22RFDQ Reference Framewor
49、k for the Description of Quality Approaches 2.23RQC Reference Quality Criteria 2.24SCORMSharable Content Object Reference Model 2.25service intangible product that is the result of at least one activity performed at the interface between the supplier and customer 2.26service quality (SQ) overall collection of implicit and explicit characteristics that the service can satisfy the customer2.27Total Quality Management (TQM) management approach of an organization, centered on quality, based on the participation of all its members and aimin
