SIST EN ISO/IEC 19796-1:2009

SLOVENSKI STANDARD
SIST EN ISO/IEC 19796-1:2009
01-julij-2009
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Information technology - Learning, education and training - Quality management,
assurance and metrics - Part 1: General approach (ISO/IEC 19796-1:2005)
Informationstechnik - Lernen, Ausbilden und Weiterbilden - Qualitätsmanagement, -
sicherung und -metriken - Teil 1: Allgemeiner Ansatz (ISO/IEC 19796-1:2005)
Technologies de l'information - Apprentissage, éducation et formation - Management,
assurance et métrologie de la qualité - Partie 1: Approche générale (ISO/IEC 19796-
1:2005)
Ta slovenski standard je istoveten z: EN ISO/IEC 19796-1:2009
ICS:
03.100.30 Vodenje ljudi Management of human
resources
35.240.99 8SRUDEQLãNHUHãLWYH,7QD IT applications in other fields
GUXJLKSRGURþMLK
SIST EN ISO/IEC 19796-1:2009 en,fr,de
2003-01.Slovenski inštitut za standardizacijo. Razmnoževanje celote ali delov tega standarda ni dovoljeno.

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SIST EN ISO/IEC 19796-1:2009

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SIST EN ISO/IEC 19796-1:2009
EUROPEAN STANDARD
EN ISO/IEC 19796-1
NORME EUROPÉENNE
EUROPÄISCHE NORM
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 l'information - Apprentissage, éducation et Informationstechnik - Lernen, Ausbilden und Weiterbilden -
formation - Management, assurance et métrologie de la Qualitätsmanagement, -sicherung und -metriken - Teil 1:
qualité - Partie 1: Approche générale (ISO/IEC 19796- Allgemeiner Ansatz (ISO/IEC 19796-1:2005)
1:2005)
This European Standard 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 national
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 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, Malta, Netherlands, Norway, Poland, Portugal,
Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland and United Kingdom.
EUROPEAN COMMITTEE FOR STANDARDIZATION
COMITÉ EUROPÉEN DE NORMALISATION
EUROPÄISCHES KOMITEE FÜR NORMUNG
Management Centre: Avenue Marnix 17, B-1000 Brussels
© 2009 CEN All rights of exploitation in any form and by any means reserved Ref. No. EN ISO/IEC 19796-1:2009: E
worldwide for CEN national Members.

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SIST EN ISO/IEC 19796-1:2009
EN ISO/IEC 19796-1:2009 (E)
Contents Page
Foreword .3

2

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SIST EN ISO/IEC 19796-1:2009
EN ISO/IEC 19796-1:2009 (E)
Foreword
The text of ISO/IEC 19796-1:2005 has been prepared by Technical Committee JTC 1 “Information technology
for learning, education and training” of the International Organization for Standardization (ISO) and the
International Electrotechnical Commission (IEC) and has been taken over as EN ISO/IEC 19796-1:2009 by
Technical Committee CEN/TC 353 “Information and Communication Technologies for Learning, Education
and Training” the secretariat of which is held by UNI.
This European Standard shall be given the status of a national standard, either by publication of an identical
text or by endorsement, at the latest by November 2009, and conflicting national standards shall be withdrawn
at the latest by November 2009.
Attention is drawn to the possibility that some of the elements of this document may be the subject of patent
rights. CEN [and/or CENELEC] shall not be held responsible for identifying any or all such patent rights.
According to the CEN/CENELEC Internal Regulations, the national standards organizations of the following
countries are bound to implement this European Standard: Austria, Belgium, Bulgaria, Cyprus, Czech
Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia,
Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain,
Sweden, Switzerland and the United Kingdom.
Endorsement notice
The text of ISO/IEC 19796-1:2005 has been approved by CEN as a EN ISO/IEC 19796-1:2009 without any
modification.

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SIST EN ISO/IEC 19796-1:2009

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SIST EN ISO/IEC 19796-1:2009


INTERNATIONAL ISO/IEC
STANDARD 19796-1
First edition
2005-11-01


Information technology — Learning,
education and training — Quality
management, assurance and metrics —
Part 1:
General approach
Technologies de l'information — Apprentissage, éducation et
formation — Management, assurance et métrologie de la qualité —
Partie 1: Approche générale




Reference number
ISO/IEC 19796-1:2005(E)
©
ISO/IEC 2005

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SIST EN ISO/IEC 19796-1:2009
ISO/IEC 19796-1:2005(E)
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©  ISO/IEC 2005
All rights reserved. Unless otherwise specified, no part of this publication may be reproduced or utilized in any form or by any means,
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SIST EN ISO/IEC 19796-1:2009
ISO/IEC 19796-1:2005(E)
Contents Page

Foreword .iv
Introduction.v
1 Scope.1
2 Terms and definitions .1
3 Process model.5
3.1 Descriptive model.6
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
Annex 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,
and training: mapping CELTSC and RFDQ.111
Annex F (informative) Specific quality objectives .116
Annex G (informative) References .121

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SIST EN ISO/IEC 19796-1:2009
ISO/IEC 19796-1:2005(E)
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 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 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 committee 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 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, Information 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: Harmonized quality model
⎯ Part 3: Reference methods and metrics (RMM)
⎯ Part 4: Best practice and implementation guide


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SIST EN ISO/IEC 19796-1:2009
ISO/IEC 19796-1:2005(E)
Introduction
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 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 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 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 figure 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.
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Figure 2: 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 German 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 in
e-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 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 the model for specific quality objectives such as metadata
quality.
Annex G (informative) lists references to papers used for explanatory purposes.

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SIST EN ISO/IEC 19796-1:2009
INTERNATIONAL STANDARD      ISO/IEC 19796-1:2005(E)

Information 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, and 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 learning, 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
individual or organization, such as learner, learner’s parents, education institutions and potential employer,
who consumes the product (studying and training) directly or indirectly
2.5
data quality
set of features such as relevance, accuracy, timeliness, punctuality, accessibility, clarity, comparability,
coherence, that concern the collection, analysis, persistence, dissemination, and usage of data
2.6
DIN e.V.
Deutsches Institut für Normung e.V.

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2.7
ECTS
European Credit Transfer System

2.8
EFQM
European Foundation 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
NOTE 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
frequently 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. 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 interface 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. 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 generally 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 to as goods.
NOTE 3 Quality assurance is mainly focused on intended products.
(ISO 9000:2000)
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SIST EN ISO/IEC 19796-1:2009
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2.12
quality
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)
2.13
quality assessment
totality of measures carried out consistently and systematically in order to insure that a product conforms
with the requirements of a stated specification (EN 180000:1995)
2.14
quality assurance (QA)
part of quality management focused on providing 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)
2.17
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 assurance and quality improvement.
(ISO 9000:2000)
2.18
quality objective
something sought, or aimed for, related to quality
NOTE  Quality objectives should be based on the organization’s quality policy. Quality objectives are specified at different
levels in the organization.
(ISO 9000:2000)
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 resources to fulfil the quality objectives
NOTE Establishing quality plans may be part of quality planning.
(ISO 9000:2000)
2.21
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 framework
for the setting of quality objectives.
(ISO 9000:2000)
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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 at the interface between the supplier
and customer
EXAMPLE Knowledge is an intangible product to be delivered.
(ISO 9000:2000)
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 participation of all its
members and aiming at long-term success through customer satisfaction, and benefits to all members of
the organization and to society
2.28
W3C
World Wide Web Consortium


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SIST EN ISO/IEC 19796-1:2009
ISO/IEC 19796-1:2005(E)
3 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 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 assurance 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 [Q1.Qn].
Identify the processes which are covered within [Q1.Qn].
Describe [Q1.Qn] according to the framework using the description categories.
Define a metric to compare [Q1.Qn].
Perform analysis and comparison.

Scenario 3: Harmonization of quality approaches
Use Scenario 2.
Combine [Q1.Qn] towards a consensus model.

It is important to mention that the process scheme described in this working paper shall be used as a
general, descriptive framework. In a second step, good practice approaches and profiles can be generated
– these profiles could contain specific recommendations, guidelines, procedures, or criteria. Secondly, the
process scheme can be extended and modified.
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3.1 Descriptive model
The descriptive model shows the classification and documentation scheme for quality processes. It bases
1
on the CEN/ISSS CWA 14644 . Each process will be described by this scheme:

Attribute Description Example
ID Unique Identifier ID1234
Category Main Process Course Development
Process Name Process name Method selection
Description Description of the process Within this process the didactic concept and
methods are evaluated and selected
Relations Relation to other processes Before the method selection a target group
analysis must be performed; FA.6
Sub-processes / Sub-processes / sub-aspects / Method identification, method alternatives,
sub-aspects tasks method priorization
Objective Objective of a Process Adequate selection of one or more didactic
concepts
Method Methodology for this process Method selection shall be based on the target
group.
Reference to guideline / documents
Methods are selected based on the teachers’
experience.
See Method Guidelines Handbook
Result Expected result of a process Method specification
Documents
Actors Responsible / participating actors Team Didactical Design
Metrics / Criteria Evaluation and Metrics for this Criteria catalogue 3.2.2-3.2.6
process
Standards Standards used DIN EN ISO 9241, IEEE 1484.12.1:2003
Learning Object Metadata
Annotation / Further Information, Examples of
Example usage
Table 1: Descriptive model for quality approaches



1
CEN/ISSS CWA 14644 Quality Assurance and Guidelines. Brussels, 2003.
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SIST EN ISO/IEC 19796-1:2009
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3.2 Reference Framework for Quality Descriptions (RFDQ): process model

In this section the process framework is described in the format explained in 3.1. The process model
includes the relevant processes within the life-cycle of information and communication systems for learning,
education, and training. The process model is divided in seven parts. Sub-processes are included
referencing to a classification of processes – examples of the use of classifications are shown in Annexes B
and C.

ID Category Sub-Processes
Needs Analysis
NA Classification
FA Framework Analysis Classification
CD Conception / Design Classification
DP Development / Production Classification
IM Implementation Classification
LP Learning Process Classification
EO Evaluation / Optimization Classification
Table 2: RFDQ process model

In each part, the essential processes are described. For selected processes, examples how the reference
model can be used are included; these examples are written in italics.
The use of the process model is shown using the classification of processes from DIN PAS 1032-1, listed
fully in Annex B.
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8 © ISO/IEC 2005 – All rights reserved

3.2.1 Process model description
In this section, the process model is described including examples for the use of each category of the description scheme.

3.2.1.1 Needs analysis
ID Category Process Description Relation
Identification and description of requirements, demands, and
NA Needs Analysis
constraints of an educational project

NA.1 Initiation
NA.2 Stakeholder identification
Sub-processes /
Sub-aspects
NA.3 Definition of objectives
NA.4 Demand analysis
Objective To describe the needs and demands leading to an educational project
Method Quality Function Deployment
Result Documentation of goals, objectives, needs, and requirements of an educational project
Actors Project manager; specialists, learners, sponsors
Metrics / Criteria Indicators
Standards ISO 9000:2000
Annotation / Example

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3.2.1.2 Framework analysis
ID Category Process Description Relation
Identification of the framework and the context of an educational
Framework Analysis
FA NA, CD
process

FA.1 Analysis of the external context
FA.2 Analysis of staff resources
FA.3 Analysis of target groups
Sub-processes /
Sub-aspects
FA.4 Analysis of the institutional and organizational context
FA.5 Time and budget planning
FA.6 Environment analysis
Objective To describe relevant factors for an educational project
Method Methods of empirical social research; methods in legal and economic research and analysis
Result Documentation and validation of relevant parameters
Actors Project manager; specialists
Metrics / Criteria Check for plausibility; consultation of additional experts
Standards
Annotation / Example

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3.2.1.3 Conception / Design
ID Category Process Name Description Relations
CD Conception / Design Conception and Design of an educational process

CD.1 Learning objectives
CD.2 Concept for contents
CD.3 Didactical concept / methods
CD.4 Roles and activities
CD.5 Organizational concept
Sub-processes /
CD.6 Technical concept
Sub-aspects
CD.7 Concept for media and interaction design
CD.8 Media concept
CD.9 Communication concept
CD.10 Concept for tests and evaluation
CD.11 Concept for maintenance
Objective To plan and design the concepts for an educational process
Method Use of Design Guidelines
Result To provide a conception and design for educational processes
Actors Consultant, Media Designers
Metrics / Criteria
Standards
Annotation / Example

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3.2.1.4 Development / Production
ID Category Process Description Relation
Development /

DP Realization of concepts CD
Production

DP.1 Content realization
DP.2 Design realization
Sub-processes /
DP.3 Media realization
Sub-aspects
DP.4 Technical realization
DP.5 Maintenance
Objective To realize the conceptions
Method Implementation manual
Result Educational products and services
Actor IT-specialists, authors, dev
...