远程教育ISO9000认证的启示
Distance education ISO9000 certification enlightenment
侯建军：处理好教育管理中引导、服务与强制的关系
Hou Jianjun: good education management guidance, services and compulsory relation
　　远程教育是现代教育的技术、资源和管理的三者的结合体，只有好的技术、好的资源，没有有效的管理是不行的。所以，引入ISO9000质量管理体系标准是非常重要的。
Distance education is a modern educational technology, resources and management of the combination of the three, only the good technology, good resources, there is no effective management is not enough. Therefore, the introduction of ISO9000 quality management system standards is very important.
　　ISO9000质量管理体系标准的实施，在具体工作当中是一种引导，但更重要的，它是一种强制。也就是说，每个人的岗位职责是明确的；而正因为岗位职责明确，领导层来查究责任的时候，也就有了度量的尺度。有了这样一个度量尺度，工作的绩效如何，效果如何，就得到了一个评价，能够据此做到奖惩分明。在利益驱动的机制中，责任和每个人的利益都是挂钩的，可以强制性地使每个人努力做好自己的工作。我们有一个说法，说管理也是服务、也是引导，管理是引导服务与强制的共同作用的结果。如何处理好强制、服务、引导三者之间的关系，是我们引入ISO9000的过程当中面对的问题。
The ISO9000 quality management system standards implementation, in the specific work is a guide, but more importantly, it is a kind of forced. That is to say, each person's responsibility is clear; and because of post responsibility is clear, the leadership to inquire into the responsibilities, will have a metric scale. With such a measure, work performance how, the effect how, get an evaluation, it do reward. In the interest driven mechanism, responsibility and interests of everyone is linked, so that each person can be forced to do their work. We have a saying," management is service, but also to guide, management is to guide service and forced the result of joint action. How to handle the compulsory service, guide, the relationship between the three, we introduce ISO9000 process problems.
　　应该说，ISO9000质量管理体系的实施是我们采取的一种手段，而不是我们的目的。我们的目的是保证远程教育的教学质量，如果把目的和手段的位置颠倒过来，成为为了手段而手段，为了ISO9000而ISO9000的话，那么，路子可能就会走偏。
Should say, the ISO9000 quality management system implementation is that we take a means, not the aim of our. Our purpose is to guarantee the teaching quality of distance education, if the purpose and means to position the upside down, as to means and means, in order to ISO9000 and ISO9000, then, may walk way.
　　陈庚：引入ISO9000认证选择了一个很好的突破口
Chen Geng: the introduction of ISO9000 certification chose a very good breakthrough
　　在网络教育的规范和质量管理亟待加强的情况下，ISO9000质量管理体系标准认证是一个公认的很好的“品牌”。所以，把远程教育质量管理和ISO9000认证两者结合起来考虑，是一件很自然、很正常的事。
In the network education standards and quality management needs to be strengthened in the case, ISO9000 quality management system standard certification is recognized as a good" brand". So, the distance education quality management certification and ISO9000 combined consideration, is a very natural, very normal thing.
　　在远程教育中引进ISO9000标准认证，对教育界来说，是一个很好的尝试，或者说，是选了一个很好的突破口。网络教育和ISO9000管理体系的背景有相同的地方，比如，我们的网络学院都是在信息化状态下运行，这种情况实际上逼迫我们要找到一种非常规范的管理方法，才能在信息化的操作平台上顺利运作。
In distance education the introduction of ISO9000 standard certification, the educational circles, is a very good attempt, or say, is to choose a good breach. Network education and ISO9000 management system background have the same place, for example, the network is in the information state of operation, this is actually a force us to find a very standardized management method, can be in the information platform for smooth operation.
　　网络学院基本上采取的是企业化的运作模式，基本上都是管理部门和职能部门。这一点和学校原有的运作模式是不一样的。说它是教育单位，但它又不是纯粹的学校，而是似乎处在学校和企业的某种边缘。我认为，北医网院对ISO9000质量管理体系的引入，是做了一个很好的尝试，基本是成功的。
Network college basically is taken by the enterprise mode of operation, basically is the management and functional departments. This and the original school mode of operation is not the same as. It is a unit of education, but it is not the pure school, but seems to be in school and enterprise a certain edge. I think, north of the ISO9000 quality management system is introduced, it is a good try, basic is successful.
　　在导入ISO9000质量管理体系标准的过程中，应当认识到学校和企业毕竟是有差别的，简单地套用ISO9000认证体系并不合适。我的观点是，要吸收先进的管理理念，加以有限的利用。
In the import ISO9000 quality management system standard in the process, should be aware of the school and enterprise after all, there is a difference, simply apply the ISO9000 certification system is not appropriate. In my opinion, to absorb the advanced management concept, to be of limited use.
　　丁兴富：网络教育特别需要管理科学的介入
Ding Xingfu: Network Education Management Science in special needs
　　中国和世界主要的差距之一就是管理的薄弱。网络教育这个新兴的教育形式，特别需要管理科学的介入。
China and the world the major gap is one of the management of the weak. Network education of the new education form, particularly in need of scientific management of interventional.
　　普通高校接触远程教育，是被社会的浪潮赶上了历史舞台。但我们准备不足，很多人甚至不是搞教育出身的，处在搞远程教育的位置上，又没有时间好好接受远程教育的专业化的训练。引进ISO9000质量认证体系，很认真的做了以后，在这样的一个框架中，会慢慢地摸索出网络教育的规律特点和性质。北医网院的实践说明，这种介入非常有效，至少是帮助了实践一线的同志认识了远程教育这一新的教育形态，以及它的规律、它的特点。
The contact distance education college, is a social tide caught up with the stage of history. But we lack of preparation, a lot of people are not even engage in educational background, engaged in Distance Education in the position, and no time to distance education and professional training. The introduction of the ISO9000 quality certification system, carefully done, within such a framework, will slowly worked out network education characteristics and properties. North of the practice, this intervention was effective, at least be of help to the practice of first-line comrades know distance education is a new education form, as well as its rule, it features.
　　近几年来，网络教育的质量引起全社会和政府的关注，成为一个焦点。北医网院没有坐等有关部门拿出完整的解决方案，勇于先行、勇于实践，他们在ISO9000质量管理体系的引入和实施方面，应该说是很成功的，已经产生了有效的促进的作用。我认为，他们的实践对远程教育实施质量评估、评价和认证的探索提供了不可多得的经验，很值得发掘、总结，进一步发挥作用。
In recent years, the quality of network education caused the whole society and the government's attention, become a focal point. North 's not wait for relevant departments to take out a complete solution, the courage to go ahead of the rest, in practice, they are ISO9000 quality management system and the introduction of the implementation, should saying is very successful, has produced effective role. I think, their practice to the implementation of distance education quality evaluation, the evaluation and certification of exploration provides a rare experience, it is worth exploring, summary, further play a role.
　　从实践来看，教育也是一个产业，它也是一个大的系统，自然可以按照系统工程来组织和实施。教育的管理和其他领域的管理有不同的特点，但是，这并不等于说教育是一个禁区，是一个例外。管理科学、ISO9000认证等许多管理办法的介入，恰恰证明教育非常需要科学、系统的管理理念与管理方法。同时也要看到，ISO9000质量管理体系对教育的适应性问题仍然还是存在的。比如，网络教育有许多企业化运作的情况，但教育依然是网络教育的最根本的属性。
From a practical point of view, education is also an industry, it is also a large system, can according to systematic project to organize and implement. Education management and the management of other fields have different characteristics, however, this is not to say that education is a no-go area, is an exception. Management science, ISO9000 certification and many other management approaches to intervention, is proof of education is in great need of science, system management idea and management method. Also should see at the same time, the ISO9000 quality management system for education of the adaptability problem still exists. For example, the network education has many businesses, but education is still the most basic attribute of network education.
　　在ISO9000体系引入教育领域的认识问题上有两种倾向，我认为是不正确的。一些教育界的人士采取排斥、拒绝的态度，认为针对制造业、工业产业的东西怎么能用到教育领域，认为它对教育界毫无用处。但是，随着越来越多地接触ISO9000，人们越来越多地发现它的价值，也越来越多地发现和教育相关的东西，而在实际当中ISO9000认证也越来越多地介入了教育领域。还有一些人认为ISO9000的导入可以很简单，一拿过来就能够解决许许多多的问题；有的人在原则上认为这种做法是不对的，但是在具体操作的时候就忘了，以为可以解决遇到的所有问题。这实际上是在理论层面或实际操作层面上赋予它不适当的地位。
In the ISO9000 system is introduced into the field of education the understanding problem to have two kinds of tendency, I think is not true. Some educators who take rejection, refusal attitude, think for manufacturing industry, how can the things used in the field of education, think it useless to the education sector. However, with the increasing exposure to ISO9000, more and more people discover its value, but also increasingly found and education related things, but in practice the ISO9000 certification is also increasingly involved in the field of education. Some people think that using ISO9000 can be very simple, take over can solve many problems; some people in principle that this is not right, but in the concrete operation when you forget, that can solve all the problems encountered. This is actually at the theoretical level and practical level gives it inappropriate status.
　　我认为，对于ISO9000的相关问题，还可以进行许多深入的探讨，包括对ISO9000体系本身的学习和认识，包括教育和企业的关系问题、教育的特殊性问题，等等。
I think, for the ISO9000 related issues, can also carry out many in-depth discussion, including the ISO9000 system itself in the learning and knowledge, including education and business relations, education, etc..
　　刘英：引入ISO9000重在对理念和方法的借鉴
Liu Ying: the introduction of ISO9000 focusing on concepts and methods of reference
　　北医网院开展ISO9000质量认证的实践是非常可贵的，非常有意义，引入ISO9000的确在实践中发挥了作用。ISO9000体现了关注和针对整个管理过程的理念和方法，把它所蕴含的思想引进教育思想当中，是非常必要的。
North network of ISO9000 quality certification practice is very valuable, very meaningful in practice, introducing ISO9000 indeed played a role in the. ISO9000 reflects the attention and for the whole process management concept and method, it contains the introduction of ideological education, it is very necessary.
　　网络教育的发展有自己的特殊性。网络教育出现的时候，实际上是一种新的教育模式诞生了。当初教育部批准发展网络学院的时候，给了学校很大的自主权，希望学校在人才的培养模式、管理模式、运行机制上都有自己的定位和探索。网络教育引进企业的机制，也的确给管理提出了新的要求。
The development of the network education has its own particularity. Network education appears, actually is one kind of new education mode was born. When the Ministry of Education approved development network school, gave the school a great autonomy, hope school in personnel training model, management model, operation mechanism has its own position and exploration. Network education the introduction of the mechanism of the enterprise, and indeed to the management and puts forward new requirements.
　　远程教育如何建立管理体系，无论对于政府层面、学校层面，都是需要研究的非常重要的问题。在网络教育快速发展的阶段，在质量方面，我们已经遇到了严峻的挑战，需要用一种新的管理理念加强管理。教育部这几年在远程教育方面出台了一些措施，包括年报年检、抽查、挂红黄牌制度，还有即将启动的全面评估，以及我们正在做的网络教育的系列研究项目，这些项目当中就包括网络学历教育质量管理体系认证的理论与实践研究。
Distance education how to establish management system, both for the government level, school level, are needed to study the very important problem. In the network education in the stage of rapid development, in terms of quality, we have encountered severe challenge, need a kind of new management idea to strengthen management. The Ministry of education in recent years in distance education introduced a number of measures, including the annual inspection, sampling, hang the red yellow card system, and is about to start a comprehensive assessment, and we are doing the network education series of research projects, these projects will include network education quality management system certification of the theory and practice research.
　　我认为引进建立质量管理体系的理念，对当前网络教育来讲是非常重要的。仔细分析一下可以发现，ISO9000管理理念最精华的部分，是要建立一个比较完整的管理体系。这个完整的管理体系的建立与传统认识是不一样的，不仅仅是原来所理解的规章制度健全就是一个管理体系，而是管理的每个环节之间的环环相扣，每个岗位分工都非常明确。重要的是，它是领导驱动的，是自上而下全员参与的，是注重过程的管理。以往的经验式管理，岗位分工、部门分工的交叉不清，在ISO9000管理理念中都是不允许存在的。ISO9000还有一个理念是持续不断的改进，即要不断发现问题、做出改进。而且，随着目标的提高、规模的扩大，当专业增加的时候，当教学模式改变的时候，都要提出新的要求。ISO9000的一些好的理念还包括它要求第三方认证，是社会监督的，比较客观，没有利益关系的牵扯。我的看法是，ISO9000是一个“自圆其说”的质量管理体系标准，它根据组织自身的定位和特色形成了一套管理体系，为自己定出了目标、提出了管理方法。
I think that the introduction of the establishment of quality management system concept, the current network education is very important. Anatomize can discover, ISO9000 management concept to the most essential part, is to establish a relatively complete management system. The complete management system and the establishment of traditional knowledge is not the same, is not only the original understanding of the regulations of the sound is a management system, but the management of each link between each other, each division of labor are very clear. It is important, it is the leading driven, top-down complete member participate in, is to pay attention to process management. Previous experience of management of division of labor, division of labor, the cross is not clear, in the ISO9000 management concept is not allowed to exist. ISO9000 has a philosophy is continuous improvement, that is to discover a problem ceaselessly, make improvements. Moreover, with the goal of improving, the expansion of the scale, when professional increases, when teaching mode change, have put forward the new requirements. ISO9000 some good ideas also includes it requires third party certification, is the social supervision, objective, disinterested. In my opinion, ISO9000 is a" make out a good case" of the quality management system standards, according to the organization's own characteristics and orientation of the formation of a set of management system, set himself a target, put forward the management method.
　　将ISO9000质量管理体系引入远程教育领域，也存在不少问题。
ISO9000 quality management system is introduced into the field of education, there are a lot of problems.
　　ISO9000有很广泛的适应性，最初应用于企业，后来做了扩展，强调质量管理的过程、体系。但正由于有广泛的适应性，它的针对性会不会有所欠缺？这会是一个矛盾。教育有自身的规律，有特殊的要求，ISO9000不一定都能满足。ISO9000体系中工业化的语汇特别多，怎样对应到教育当中去，问题并没有完全解决。像学生是不是产品的问题，顾客到底是谁的问题，这都涉及翻译和识别。还有，什么是质量的控制环节的问题——ISO9000应用到普通教育中可能有十个教育环节，在远程教育中可能又有十五个教育环节。在使用的时候，会发现各自的翻译上可能出现不同的情况。
ISO9000 has a wide adaptability, initially applied to the enterprise, and later made extension, the emphasis on quality management process, system. But because there is a wide range of adaptability, it targeted will be lack of? This would be a contradiction. Education has its own laws, there are special requirements, the ISO9000 may not be able to meet. ISO9000 system industrialization vocabulary is particularly much, how the corresponding to the learning, the problem was not solved completely. Students like is it right? The problem of the product, the customer who really matters, which are involved in translation and recognition. Also, what is the quality control problems -- the application of ISO9000 in the ordinary education may have ten aspects of education, in the distance education may also have fifteen aspects of education. When in use, will find their respective translation may occur in different situations.
　　还有一个很大的问题，就是在实践和研究的过程当中，懂得ISO9000的人对教育缺乏深入了解，懂得教育的人又不懂得ISO9000。在这样的情况下，尤其是在网络教育发展的初期阶段，引入到教育当中，会不会出现问题呢？
There is also a big problem, is in practice and the course of the study, understand ISO9000 who lack a thorough understanding of education, how to educate people not know how to ISO9000. In such cases, especially in the early stages of the development of network education, introduced to education, there would not be a problem?
　　此外，在ISO9000的实施过程中，它在某些方面是不是存在复杂化、繁琐化的问题？
In addition, in the course of implementing of ISO9000, in some ways it is it right? There is complicated, cumbersome problem?
　　因此，分析ISO9000应用到教育领域的问题，首先要明确我们的定位。一是网络教育的管理应该引进认证的管理思想和理念，应该建立认证的制度。二是把ISO9000引入网络教育管理，要借鉴其思想和方法，但不能完全照搬。三是要考虑到ISO9000的管理方法如何和教育评估的方法结合起来。教育评估也在不断吸收过程管理的思想。
Therefore, analysis of ISO9000 application to the field of education, we should first clear our position. One is the network education management should introduce certification management ideas and concepts, should build the system of attestation. Two is the ISO9000 into the network education management, want to draw lessons from the thought and the method, but can not completely copy. The three is to consider how to ISO9000 management method and education evaluation method of combined. Education evaluation is also constantly absorbing the idea of process management.
　　第二，设置的关键管理环节，应该是在最影响网络教育质量的点上，而不是所有的环节。ISO9000非常重要的一点就是过程管理中的岗位职责，这在我们原来的管理理念里面是没有的。原来的规章制度只涉及对工作的职责，而没有对岗位的职责。
Second, setting the key management, should be the impact of network education quality points, and not all links. ISO9000 a very important point is the process in the management of post duty, which in our original management concept which is not. The original regulations only relates to the duties of the job, but not to the post duty.
　　第三，在外检指标体系的建立上要考虑到认证的思想，但在某些环节，要遵循国家的一些硬性的要求。当新的教育形式出现的时候，需要很多新的规范。在远程教育发展过程中，某些方面需要有一些硬性的、明确的管理规范。网络教育的质量管理过程中引进新的管理理念，加强科学化、规范化的管理，建立一套网络教育质量管理体系是非常重要的，但它并不是唯一的，需要多种方式。我们要建立自己的评估标准，这也是目前正在加紧研究并取得进展的重要课题。
In third, the inspection index system is established to take into account authentication thoughts, but in some areas, according to some of the country's mandatory requirement. When the new education form, need a lot of new standard. In the distance education in the process of development, some aspects need to have some hard, clear management specification. Network education quality management process in the introduction of new management ideas, strengthen scientific, standardized management, establish a set of network education quality management system is very important, but it is not the only, need a variety of ways. We want to build their own assessment standard, which is currently being intensively study and progress in the important subject.
　　孙绿怡：应用ISO9000要充分考虑教育的特点
Sun Lvyi: the application of ISO9000 to fully consider the characteristics of Education
　　质量管理是远程教育所面临的很重要的问题。把ISO9000引入远程教育领域非常重要，这种质量管理理念与远程教育的特点是比较相符合的，如远程教育的工作流程特点，如远程教育对适度规模的和相应的效益的要求，等等。
Quality management of distance education faces is a very important problem. The ISO9000 into the field of distance education is very important, the quality management concept and the characteristics of distance education is relatively consistent, such as distance education work flow characteristics, such as distance education on moderate scale and the corresponding efficiency, etc..
　　ISO9000管理体系应用于教育，应该充分考虑教育本身的特点。比如，学生是顾客，但是又不完全是顾客，或者说他是一个特殊的顾客。作为一个学习行为，这个顾客是一个学习主体，有很高自主的选择性；同时，这个顾客必须接受指导。又如，把产品定位于教育服务，我理解，只要实施教育，整个过程的服务就都是产品。总之，应该充分考虑到教育的特殊性。开展远程教育的院校，有不同的教育管理体系，差别很大，比如有单一模式、双重模式之分。电大属于单一模式的远程教育院校，就质量管理而言，电大是一个大的教学系统。中央电大之下有44个省级电大、800多个地市分校，还有2000多个教学点。在质量管理上，从总部到各个层级都是相关的。办学规模和范围也是很重要的因素，电大的开放教育与人才培养模式改革试点涉及到170多万学生，要保证质量管理，应该从什么地方入手？应该做些什么？应该重点抓住哪些环节？像这样的问题，对一个具体的学校来讲都应该做具体的分析。
ISO9000 management system applied in education, we should fully consider the characteristics of the education itself. For example, students are customers, but not completely is the customer, or that he is a special guest. As a learning behavior, the customer is a subject of study, have very high independent selectivity; at the same time, the customer must accept guidance. In another example, the product positioning in the education service, I understand, as long as the implementation of education, the whole process services are products. In short, should give full consideration to the special of education. Developing distance education in colleges, there are different educational management system, difference is very big, such as a single model, dual mode of. TV University distance education institutions belong to a single model, quality management, TV is a large teaching system. The Central TV University has 44 provincial, city of 800 many ground, there are more than 2000 teaching points. In quality management, from headquarters to all levels are related to the. Scale and scope are also important factors of TV University, open education and talent cultivation mode reform pilot involved about 1700000 students, to ensure the quality of management, should from where proceed with? What should I do? Should focus on what link? A problem like this, on a specific school, should do concrete analysis.
　　要保证远程教育的质量，整个教学过程都应当是重点。这是从以往的经验中得出的认识。宽进严出，不能仅仅“严”在最后的考试，最重要的还是过程，如果过程都做实了，每个环节的质量标准都明确了，最后的质量就会有保证。这个过程之中有一些控制点，比如学习中心，包括它的设置、它的基本条件；比如教学模式，整个教学是怎么进行的？比如实践环节、论文答辩等，也都是很重要的环节。要有比较得力的监控措施来管住、落实，这样质量才有相应的保证。对于不同的院校，这些问题也都要进行具体的分析和把握。
To ensure the quality of distance education, the teaching process should be key. This is from previous experience that understanding. Strict, not just" Yan" in the final exam, the most important is, if the process is done, every link of the quality standard of clear, the quality of the final will be guaranteed. This process has some control points, such as the center of learning, including its setting, it is the basic condition; such as the teaching mode, the teaching is how? For example, practice, thesis defense, is also very important. Should have more effective monitoring measures to manage, implement, so that only the quality of the corresponding guarantee. For the different colleges, these problems are to analyze and grasp.
　　张伟远：根本的目的是建立远程教育质量保证体系
Zhang Weiyuan: the fundamental objective is to establish quality assurance system of the distance education
　　北京大学医学网络教育学院的实践，为建立远程教育质量保证体系做了一个前导性的研究，取得了很好的经验和成绩。
Peking University Medical School of network education practice, for the establishment of quality assurance system of the distance education made a pilot study, obtained very good experience and achievement.
　　从国际范围来看，ISO9000质量保证体系在高等院校当中的运用是存在争议的。持反对意见的人主要提出两个理由，不支持ISO9000质量保证体系在教育中的应用，他们认为，标准就如同紧身衣，是对高等教育的束缚，会使教育失去主动性、创造性；他们还认为，把企业中的生产质量保证体系应用到高等教育是一种误导。不过，有研究者发现，英国的高等院校当中采用ISO9000管理体系的，在实践当中没有失败的例子。根据一些研究，现在占主导地位的观点是：全面质量管理作为一个独立的过程，具有增
From the international point of view, ISO9000 quality assurance system in higher education institutions of the application is controversial. Critics mainly presents two reasons, does not support ISO9000 quality assurance system application in education, they believe, standard as tights, for higher education to manacle, make education lose the initiative, creativity; they also think, the enterprise in the production quality assurance system applied to the higher education is a kind of misdirect. However, researchers have found, British universities, using ISO9000 management system, in practice no examples of failure. According to some research, now the dominant view is: total quality management as an independent course, with increasing