At present I am researching with partial conclusions of the three study areas and they aregoing to evolve, since the first stage of the project is not yet complete.The emergence of the Internet and its adaptation to the change of paradigm that has beenthe emergence of ICT have helped towards what I consider it is a new training model withsignificance, the e-Learning , which has its origin in the Distance Education (DE).There are a lot definitions for quality provided by multiple authors. I initial ly understand it asthe satisfaction of customer’s needs and expectations, and all from a services perspective.The proposed framework implies an innovation process that born of the need of introducinga new model of e-Learning quality for Spanish teaching that responds to the e-Learningorganizations needs and deals with the management of their services.

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I hope that the e-Learning quality model meets the current needs of theorganizations that make use of the virtual training and becomes a usefultool for the evaluation of their training actions.The specific quality model for the e-Learning environment is expected tocover lacks concerning the e-Learning quality and suppose a startingpoint for the development of new quality models, whose scopes could bemore ambitious than this one.

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The Cycle of Deming helps organizations to implement a continuousimprovement oriented approach of their processes.The project scope feeds the intermediate stage and generates asresult a set of indicators that wil l be continuously reviewed, and wil lalso receive the indicators feedback.The indicators of e-Learning quality wil l al low knowing the startingpoint of a training action and its evolution over time.

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E-Learning quality indicators are the result of an analysisof the content and services, together with the indicatorsderived from the success and failure e-Learning factors.These factors wil l feed the e-Learning quality modeldirectly from the first stage. The study and optimization ofal l these indicators wil l al low working with DataWarehouse and/or Data Mining tools .

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The product Spanish e-Learning course can be defined as theunion of content and services associated to the training action.This course is identified as a unique and unrepeatable trainingaction, a learning experience for each learner.Khan's dimensions are present in al l processes of trainingaction because they flow transversal ly through content andservice . The result is a set of indicators of e-Learning quality.

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The quality is becoming a strategic toolfor many organizations that provideservices. A comprehensive analysis ofdifferent models of SQA, especial ly thoseIT services management oriented, has asresult a first approach to the best-knownalternatives in quality market.

Teaching languages, in particularSpanish, have several peculiarities. Thepattern of education fol lowed is theCommon European Framework ofReference for Languages. Spanish e-Learning formation pursues that learnersobtain a l ist of competences, which aregoing to feed the framework that wil lmanage the e-Learning quality model.

The result of the study of several trainingactions is the e-Learning definitionadjusted to research context, that is tosay, al igned with framework proposalphilosophy. Other decisions ofpedagogical and technological nature aretaken all along this stage.

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TThh ii ss pprroojj eecctt aaiimmss ttoo ttuu rrnn ii nn ttoo aa qquuaall ii ttyy mmooddeell ffoorr SSppaann ii sshh tteeaacchh ii nngg ii nn tthhee ee--LLeeaarrnn ii nngg eennvvii rroonnmmeenn tt tthhaatt

pprroovvii ddee ppooll ii ccyy--mmaakkeerrss aanndd mmaannaaggeerrss wwii tthh aa ttooooll tthhaatt hheell ppss tthheemm ii nn tthhee ee--LLeeaarrnn ii nngg pprroodduuccttss aanndd

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This ffrraammeewwoorrkk is made up ofprocesses that wil l support specificformation services and of otherservices that give support to thoseprocesses. The framework coversthe whole e-Learning organization,which forces to consider thoseprocesses that are used in the owncourses development. However, theframework scope goes beyond e-Learning organization borders(customers and providers of theorganization).Pedagogy has an important role,although its relationship with thequality area is indirect. Khan’sframework wil l be in charge ofbuilding the bridge between them.Final ly, the focus moves on ITGovernance processes, which haveto be aligned with e-Learningorganizations strategies.

While SSppaann ii sshh is emerging as one of the languages with most future projection of the 21 st century,there is a long way to cover in the ICT application to Spanish learning.In view of the need of a e-Learning quality, joined the importance of IT administration and the impetuson Spanish teaching, comes the need to develop a new specific quality model for e-Learning servicesmanagement.

The ee--LLeeaarrnn ii nngg ffrraammeewwoorrkk ooff BBaaddrruu ll KKhhaann is a guidance for thedesign, development, implementation and evaluation of flexible,open and distance learning environments.The list of Khan’s framework dimensions is the fol lowing:• Pedagogical: teaching and learning needs for e-Learning.• Technological: technology infrastructure, HW, and SW.• Interface Design: overal l look and feel of e-learning programs.• Evaluation: assessment of learners, instruction and programs.• Management: maintenance of learning environment, distributionof information.• Resource Support: onl ine and technical support.• Ethical: such as social and cultural diversity, copyright and so on.• Institutional: administrative matters of education .

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((SSQQAA)) represent a set ofheterogeneous alternatives.The quality management of virtualtraining is supported by its firststandard publication, the standardUNE-EN-ISO 661 81 :2008.The new quality e-Learning modelwil l not be the result of comparingthe alternatives stated on thisfigure, but the best ideas are thecore of the future quality model.

EE--LLeeaarrnn ii nngg is associated with a new educational concept that integrates the use of technology,new pedagogical guidel ines and promotes the use of Information & Communication Technologies .Many organizations have their main topic on aspects such as quality of services and adopt acustomer-oriented approach. This innovative research involves the commitment to work towards acontinuous improvement culture in customers’ satisfaction.

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Rosa Cabedo GallénDpto. de Lingüística Aplicada a la Ciencia y Tecnología. E.T.S. I . Montes. Universidad Politécnica de Madrid. Madrid. España

E-mail : rosa.cabedo.gal len@alumnos.upm.es