1、December 2010 Translation by DIN-Sprachendienst.English price group 12No part of this translation 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).I
2、CS 03.180!$lD“1733395www.din.deDDIN ISO 29990Learning services for non-formal education and training Basic requirements for service providers (ISO 29990:2010)English translation of DIN ISO 29990:2010-12Lerndienstleistungen fr die Aus- und Weiterbildung Grundlegende Anforderungen an Dienstleister (IS
3、O 29990:2010)Englische bersetzung von DIN ISO 29990:2010-12Services de formation dans le cadre de lducation et de la formation non formelles Exigences de base pour les prestataires de services (ISO 29990:2010)Traduction anglaise de DIN ISO 29990:2010-12www.beuth.deDocument comprises pagesIn case of
4、doubt, the German-language original shall be considered authoritative.2211.10 DIN ISO 29990:2010-12 2 Contents Page National foreword .3 National Annex NA (informative) Bibliography.3 Introduction .4 1 Scope 5 2 Terms and definitions5 3 Learning services 7 3.1 Determining learning needs7 3.2 Design
5、of the learning services8 3.3 Provision of learning services8 3.4 Monitoring the delivery of the learning services9 3.5 Evaluation carried out by learning service providers 9 4 Management of the learning service provider 10 4.1 General management requirements.10 4.2 Strategy and business management
6、.11 4.3 Management review.11 4.4 Preventive actions and corrective actions11 4.5 Financial management and risk management 11 4.6 Human resources management .11 4.7 Communication management (internal/external) .12 4.8 Allocation of resources .12 4.9 Internal audits 12 4.10 Feedback from interested pa
7、rties 13 Annex A (informative) Business plan content 14 Annex B (informative) Information for management system reviews15 Annex C (informative) Preventive actions and corrective actions .16 Annex D (informative) Examples of core competencies for learning service providers17 Annex E (informative) Cor
8、respondence between ISO 29990:2010 and ISO 9001:2008 19 Bibliography 22 DIN ISO 29990:2010-12 3 National foreword This standard has been prepared by Technical Committee ISO/TC 232 “Learning services for non-formal education and training” (Secretariat: DIN, Germany). The responsible German body invol
9、ved in its preparation was the Normenausschuss Dienstleistungen (Services Standards Committee), Working Committee NA 159-02-04 AA Bildungsdienstleistungen. For the Scope of International Standard ISO 29990, Technical Committee ISO/TC 232 agreed on the UNESCO definition of the term “non-formal educat
10、ion” International Standard Classification of Education ISCED 1997, p. 41. However, in Germany, one speaks of “Aus- und Weiterbildung”, which is used in the German translation of the title of this International Standard. In the German text the masculine form of pronouns is used for ease of reading;
11、it is to be understood that both male and female persons are meant. Attention is drawn to the possibility that some of the elements of this document may be the subject of patent rights. DIN shall not be held responsible for identifying any or all such patent rights. The DIN Standards and Technical R
12、eports corresponding to the International Standards and Technical Reports referred to in this document are as follows: ISO 9000 DIN EN ISO 9000 ISO 9001 DIN EN ISO 9001 ISO 15489-1 DIN ISO 15489-1 ISO/TR 15489-2 DIN-Fachbericht ISO/TR 15489-2 National footnotes have been added in Subclauses 2.1, 2.8
13、, 2.15 and 2.16. National Annex NA (informative) Bibliography DIN-Fachbericht (Technical Report) ISO/TR 15489-2, Information and documentation Records manage-ment Part 2: Guidelines DIN EN ISO 9000, Quality management systems Fundamentals and vocabulary DIN EN ISO 9001, Quality management systems Re
14、quirements DIN ISO 15489-1, Information and documentation Records management Part 1: General 4 Learning services for non-formal education and training Basic requirements for service providers Introduction The objective of this International Standard is to provide a generic model for quality professi
15、onal practice and performance, and a common reference for learning service providers (LSPs) and their 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 en
16、courage a focus on the learner and the results of the process, and to emphasize the full range of options 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 t
17、he organizations needs and expectations for competency and capability development and can be used to certify 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
18、this International Standard with that of ISO 9001:2008 is given in Annex E. DIN ISO 29990:2010-12 51 Scope This International Standard specifies basic requirements for providers of learning services in non-formal education and training. NOTE 1 In cases where the learning service provider is part of
19、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 training could include vocational training, life-long learning and in-compan
20、y 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 service provider, but working under its auspices to provide learning service
21、sN1)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. 2.2 award learning services designation given by a learning service provi
22、der 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 knowledge, understanding, skill or attitude that is observable or measurable, or
23、 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 development intentional enhancement of professional knowledge or of profes
24、sional competency DIN ISO 29990:2010-12 N1) National footnote: In the German text, the term “externe Mitarbeiter” is used when both external employees (of other organizations) and free-lance workers are meant (as opposed to salaried employees of the LSP). 6 2.6 curriculum learning services plan of s
25、tudy prepared by the learning service provider which describes the aims, content, learning outcomes, 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 measure
26、d against the learning goals 2.8 facilitator learning services person who works with learners to assist 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
27、 a direct or indirect interest in the learning service, including its management and outcomes, or the 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 know
28、ledge, behaviour, skills, values, preferences or understanding 2.13 learning service processes or sequence 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 train
29、ing, including all associates involved in the provision of the learning service 2.15 non-formal education learning services organized educational activity outside established recognized formal systems of elementary, secondary or higher education EXAMPLE Vocational training; life-long learning; in-co
30、mpany training (either outsourced or in-house). 2.16 quality policy overall intentions and direction of an organization related to quality as formally expressed by top management N2) National footnote: The English term “facilitator” used in the International Standard is increasingly being used in th
31、e German literature as well. N3) National footnote: See the German National Foreword as regards the use of the expression “Aus- und Weiterbildung” as a translation of “non-formal education”. DIN ISO 29990:2010-12 N2)N3)7NOTE 1 Generally the quality policy is consistent with the overall policy of the
32、 organization and provides a framework for the setting of quality objectives. NOTE 2 Quality management principles presented in ISO 9000:2005 can form a basis for the establishment of a quality policy.N4)ISO 9000:2005, definition 3.2.4 2.17 sponsor learning services organization or individual that p
33、rovides financial or other support for the learner, or that has a vested interest 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 Lear
34、ning services 3.1 Determining learning needs 3.1.1 General Prior to offering learning 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 nationa
35、l frameworks for qualification standards or progression within the area or sector. 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 histo
36、ry and prior learning, including qualifications and credentials awarded to them, 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) wher
37、e relevant and feasible, learners are provided with the support they need in assessing 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) relev
38、ant interested parties are consulted to determine how they expect the skills, 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 agre
39、ement is reached and recorded with the sponsor on the learning service to be provided. N4) National footnote: See DIN EN ISO 9000:2005-12, 0.2. DIN ISO 29990:2010-12 8 3.1.3 Learning content and process The LSP shall ensure that: a) the learning content and the learning process take into account the
40、 needs of any interested party; b) available means and information are used to effectively analyse issues arising from the specific learning content and process (e.g. prerequisite skills, specific requirements for the learner); c) the learning methods and materials to be used are appropriate, accura
41、te in terms of their content, and sufficient to meet the stated goals; d) the learning content and process take into account learning outcomes. 3.2 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 an
42、d planned outcomes of the learning service that is selected to meet the needs of interested parties, 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 T
43、he LSP shall consider relevant interested parties when determining and planning the ways in which 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) deve
44、lop and document a curriculum and means of evaluation that reflect and are appropriate to the 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) t
45、ake into account the various needs of individual learners; and 4) take advantage, as appropriate, 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, whe
46、n 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,
47、check their understanding of: a) the purpose(s), format and content of the learning services being provided, including the instruments and criteria to be used for evaluation, and the nature of the award or report to be issued upon completion; DIN ISO 29990:2010-12 9b) the learners commitments and re
48、sponsibilities; c) the LSPs commitments and responsibilities to the learner; d) the procedures to be used in case of dissatisfaction of any interested party, or disagreement between any interested party and the LSP; e) support for learning, such as library access, hotline, counselling services, comp
49、uter access, mentoring, etc.; f) methods and schedule for evaluation; g) any prerequisites, technical or otherwise, such as required skills, qualifications and professional experience. Commencing with, or prior to, delivery of the learning service, the LSP shall notify those financing the service of the charges for which they are responsible, such as tuition fees, examination fees and the purchase of learning materials. 3.3.2 Ensuring availability and accessibility of learning resources The LSP shall ensure that: a) all resources as def
