INTERNATIONAL ISO/IEC STANDARD 19796-3 First edition 2009-02-01 Information technology Learning, education and training Quality management, assurance and metrics Part 3: Reference methods and metrics Technologies de I'information Apprentissage, éducation et formation Management, assurance et metrologie de la qualité Partie 3: Méthodes de réference et métrologie Reference number ISO/IEC 19796-3:2009(E) IEC ISO @ISO/IEC2009 HS under ted without license from IHS Not for Resale ISO/IEC 19796-3:2009(E) PDF disclaimer This PDF file may contain embedded typefaces. In accordance with Adobe's licensing policy, this file may be printed 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 accepts no liability in this area. Adobe is a trademark of Adobe Systems Incorporated. Details of the software products used to create this PDF file can be found in the General Info relative to the file; the PDF-creation parameters were optimized for printing. Every care has been taken to ensure that the file is suitable 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/IEC2009 All rights reserved. Unless otherwise specified, no part of this publication may be reproduced or utilized in any form or by any means, isO's memberbody in the country of the requester. ISO copyright office Case postale 56 . CH-1211 Geneva 20 Tel. + 41 22 749 01 11 Fax + 41 22 749 09 47 E-mail [email protected] Web www.iso.org Published in Switzerland @ ISO/IEC 2009 - All rights reserved py IHS unde ed without license from IHS Not for Resale ISO/IEC 19796-3:2009(E) Contents Page Foreword Introductior 1 Scope 2 Conformance 3 Normative references 4 Terms and definitions 5 Mapping quality approaches.... 5.1 Quality approaches and ISO/lEc 19796 series .. 5.2 Practical guideline for quality approaches .... 6 Quality management / assurance activity model.. < Reference model for quality methods 7.1 Categories. .8 7.2 Elements... .10 8 Reference model for quality metrics .. .14 8.1 Categories . 14 8.2 Elements... 16 9 Collection of methods and metrics 19 9.1 Collection of methods.... 19 9.2 Collection of metrics .. .22 Annex A (informative) Description format examples of methods reference model. ...30 Annex B (informative) Description format examples of metrics reference model. 34 Bibliography .38 CopyrightInternatinal Oorganizain for standardizalion All rights reserved ii nse from IHS Not for Resale