標準解讀

《GB/T 44479-2024 在線學(xué)習(xí)服務(wù)組織評價指南》旨在為在線學(xué)習(xí)服務(wù)提供一套系統(tǒng)化的評價標準。該標準適用于各類通過互聯(lián)網(wǎng)平臺提供教育或培訓(xùn)服務(wù)的機構(gòu)，包括但不限于K12教育、高等教育、職業(yè)教育以及興趣愛好類課程等。

根據(jù)此標準，在線學(xué)習(xí)服務(wù)組織將從多個維度接受評估，這些維度涵蓋了服務(wù)質(zhì)量、用戶體驗、技術(shù)支持、內(nèi)容質(zhì)量等多個方面。具體而言：

  • 服務(wù)質(zhì)量：考察在線學(xué)習(xí)平臺是否能夠穩(wěn)定運行，是否存在頻繁的技術(shù)故障；同時也會關(guān)注客服響應(yīng)速度及解決問題的能力。
  • 用戶體驗：衡量用戶在使用過程中對于界面友好度、操作便捷性等方面的滿意度，還包括對個性化推薦系統(tǒng)的有效性進行評價。
  • 技術(shù)支持：涉及技術(shù)基礎(chǔ)設(shè)施的安全性與可靠性，比如數(shù)據(jù)保護措施的有效性、網(wǎng)站加載速度等因素。
  • 內(nèi)容質(zhì)量：不僅限于教學(xué)材料本身的質(zhì)量（如準確性、時效性），還包括講師資質(zhì)審核機制、課程設(shè)計合理性等內(nèi)容。
  • 持續(xù)改進機制：鼓勵機構(gòu)建立反饋收集渠道，并基于用戶意見不斷優(yōu)化產(chǎn)品和服務(wù)。


如需獲取更多詳盡信息，請直接參考下方經(jīng)官方授權(quán)發(fā)布的權(quán)威標準文檔。

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文檔簡介

ICS03.080

CCSA12

中華人民共和國國家標準

GB/T44479—2024

在線學(xué)習(xí)服務(wù)組織評價指南

Guidanceforevaluatingtheonlinelearningserviceorganization

2024?09?29發(fā)布2025?01?01實施

國家市場監(jiān)督管理總局

國家標準化管理委員會發(fā)布

GB/T44479—2024

目次

前言··························································································································Ⅲ

1范圍·······················································································································1

2規(guī)范性引用文件········································································································1

3術(shù)語和定義··············································································································1

4評價對象·················································································································2

5評價原則·················································································································3

5.1公正性··············································································································3

5.2規(guī)范性··············································································································3

5.3有效性··············································································································3

5.4可靠性··············································································································3

6評價要素·················································································································3

6.1組織管理···········································································································3

6.2資源管理···········································································································3

6.3人員管理···········································································································4

6.4服務(wù)水平···········································································································4

7評價流程·················································································································4

7.1評價準備···········································································································4

7.2評價實施···········································································································5

7.3出具評價結(jié)果·····································································································5

7.4評價中止···········································································································5

8評價結(jié)果·················································································································6

8.1內(nèi)容·················································································································6

8.2形式·················································································································6

附錄A（規(guī)范性）組織管理評價要素················································································7

附錄B（規(guī)范性）資源管理評價要素···············································································10

附錄C（規(guī)范性）人員管理評價要素···············································································14

附錄D（規(guī)范性）服務(wù)水平評價要素···············································································17

參考文獻····················································································································20

Ⅰ

GB/T44479—2024

前言

本文件按照GB/T1.1—2020《標準化工作導(dǎo)則第1部分：標準化文件的結(jié)構(gòu)和起草規(guī)則》的規(guī)

定起草。

請注意本文件的某些內(nèi)容可能涉及專利。本文件的發(fā)布機構(gòu)不承擔(dān)識別專利的責(zé)任。

本文件由全國教育服務(wù)標準化技術(shù)委員會（SAC/TC443）提出并歸口。

本文件起草單位：中國標準化研究院、中國教育科學(xué)研究院、安徽淘云科技股份有限公司、浙江大

學(xué)MBA教育中心、浙大城市學(xué)院、上海交通大學(xué)醫(yī)學(xué)院附屬上海兒童醫(yī)學(xué)中心、北京語言大學(xué)、西安

財經(jīng)大學(xué)、湖北省標準化與質(zhì)量研究院、中國計量大學(xué)、北京中傳坦途文化傳媒有限公司、中國物品編

碼中心、北京布局未來科技發(fā)展有限公司。

本文件主要起草人：侯非、陳如平、鄭娟爾、王娜娜、劉慶升、謝小云、王小毅、杜健、鮑海君、徐向瑞、

葉揚、張超、戴之希、黃偉、付榕、楊洋、張宇群、熊唯、薄瑋、鐘如艷、柴明一。

Ⅲ

GB/T44479—2024

在線學(xué)習(xí)服務(wù)組織評價指南

1范圍

本文件給出了在線學(xué)習(xí)服務(wù)組織評價的建議與指導(dǎo)，包括評價對象、評價原則、評價要素、評價流

程、評價結(jié)果。

本文件適用于在線學(xué)習(xí)服務(wù)組織評價活動的管理與實施。

2規(guī)范性引用文件

下列文件中的內(nèi)容通過文中的規(guī)范性引用而構(gòu)成本文件必不可少的條款。其中，注日期的引用文

件，僅該日期對應(yīng)的版本適用于本文件；不注日期的引用文件，其最新版本（包括所有的修改單）適用于

本文件。

GB/T20271信息安全技術(shù)信息系統(tǒng)通用安全技術(shù)要求

GB/T26997—2011非正規(guī)教育與培訓(xùn)的學(xué)習(xí)服務(wù)術(shù)語

GB/T33259數(shù)字印刷質(zhì)量要求及檢驗方法

GB/T35273信息安全技術(shù)個人信息安全規(guī)范

CY/T111電子圖書質(zhì)量基本要求

ISO29995：2021教育與學(xué)習(xí)服務(wù)術(shù)語（Educationandlearningservices—Vocabulary）

3術(shù)語和定義

ISO29995：2021、GB/T26997—2011界定的以及下列術(shù)語和定義適用于本文件。

3.1

學(xué)習(xí)服務(wù)learningservice

促進學(xué)習(xí)的一系列活動。

[來源：ISO29993：2017，3.12]

3.2

在線學(xué)習(xí)服務(wù)onlinelearningservice

利用互聯(lián)網(wǎng)技術(shù)、以時空分離為特征、建有學(xué)習(xí)資源和/或?qū)W習(xí)系統(tǒng)、配有服務(wù)人員和/或服務(wù)產(chǎn)品

的學(xué)習(xí)服務(wù)（3.1）。

[來源：ISO29994：2021，3.1，有修改]

3.3

組織organization

為實現(xiàn)一定目標、承擔(dān)不同職責(zé)、具有不同權(quán)限、相互關(guān)聯(lián)的個人或群體。

注：組織包括但

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