My presentation on Global trends at SIS Borås, SE 13 May 2019

1. Global challenges/Megatrender
• Professor, Dr. Ebba Ossiannilsson
• Svenska Riksorganisationen för Distansutbildning, Svenska Riksorganisationen för e-kompetens
• Digital Skills and Jobs Coalition Sweden
• Internationell kvalitetsgranskare ICDE; EDATU
• ICDE OER Advocacy Committee, Chair
• ICDE Ambassador for the global advocacy of OER
• EDEN, EC, EDEN SIG TEL QE, EDEN Fellow
• Open Education Europa Ambassador and Fellow
• ISO/TC 176, Quality Management and quality assurance
• ISO Educational organizations -- Management systems for educational organizations --
Requirements with guidance for use, ISO 21001:2018
• ISO Future Concepts
• SIS, SIS/TK 304 Kvalitetsledning (validering av individuell kompetens)
SIS SWEDAC, Borås 13 maj 2019

2. Global Challenges (Megatrends) — Why Do They
Matter to Business?
But what are megatrends? Ernst and
Young defines them as “large, transformative
global forces that define the future by having far-
reaching impacts on businesses, economies,
industries, societies and individuals.” It’s a broad
yet apt definition with a very clear message:
Megatrends are powerful phenomena impacting
the foundations of our world that will be pivotal
in shaping its future.

3. Individer, företag och
hela vårt samhällsbygge
påverkas idag av AI på
ett sätt som vi inte kan
styra, Anna Fellander

4. UN
UNESCO SDG

8. The fourth
Industrial
Revolution
requires the
social revolution
as well:
EMOTIONAL
COLLABORATIVE
EMPHATIC
IDENTITY
JUST FOR ME,
JUST IN TIME
PERSONAL/
COLLABORATIVE

9. JUST AS WE ARE SHAPING THE WORLD
THE WORLD IS SHAPING US

14. https://youtu.be/JdQPKDC5-t4

15. Workforce of the future
The competing forces shaping 2030 (PWC)

17. The Future of Work to 2030 - Conclusions
…“this report four very different models with huge implications for the world of
work. The forces shaping these Four Worlds – the impact of megatrends, and
automation in particular – cannot be ignored by governments, organizations
or individuals.
None of us can know with any certainty what the world will look like in 2030,
but it’s very likely that facets of the Four Worlds will feature in some way and
at some time. Some sectors and individuals are already displaying elements of
the Blue and Green Worlds; the Yellow and Red Worlds are more radical, but
no less plausible.
Those organisations and individuals that understand potential futures, and
what each might mean for them, and plan ahead, will be the best prepared to
succeed.” (PWC. p.38).

18. Roboten din nya arbetskamrat och vän

22. ISO/TC 176/TF 4
Future concepts in
quality management
Sally Swingewood, UK
sally.swingewood@bsi
group.com
Ebba Ossiannilsson, SE
Ebba.Ossiannilson@g
mail.com

23. ISO/TC 176/TF 4
Future concepts in quality
management
lisa@uhrigconsulting.com
nakajo@indsys.chuo-u.ac.jp
mgarcia@condumex.com.mx
ronald.menacher@siemens.com
ryc_consultores@yahoo.com
didier.blanc@procert.ch ajarvis@cisco.com
jdominguez@plexusintl.com.mx
Sally.Swingewood@bsigroup.com
lpallares@icontec.org
Ebba.Ossiannilsson@gmail.com

25. 1 What is People aspects?
Provide a short description of this concept (maximum 200 words).
People aspects include characteristics that impact people´s ability to
perform tasks (cognitive and emotions) their interests (e.g., motivation
and preferences), and their differences and relations (individual
differences and social behavior), and how an organization could
enhance their performance by getting the best from them.
“People aspects” recognizes that competent, empowered and engaged
people are critical to organizational sustained success and to maintain
a quality management system that creates value for their customers
and other interested parties. Organizations that embrace and leverage
diversity in values, demographics, communication, learning abilities
can be more effective and successful.

26. Concept title:
People
aspects, PART
ONE
1 What is People aspects?
2 Why is People aspects considered important?
3 Exploration of People aspects
4 Who are the affected relevant interested parties?
5 How does it affect ISO/TC 176 and its documents?

27. 1 What is Customer experience?
Provide a short description of this concept (maximum 200 words).
Customer experience is the sum of all emotions, sensations and perceptions that a person observes, lives through
or undergoes during/after interacting with an organization in any way. The interaction can be before, during and after
knowing the organization and/or acquiring its products and services.
The organization researches the needs and expectations of the customers and develops a product/service to fulfill
and delight the customers. The customers who purchase and use the product/service feel satisfaction, and in some
cases delight, when the product/service fulfills their needs and expectations. However, the customers’ satisfaction
and delight not only depend on the quality of the product/service but also the interaction between the customers and
the organization before and after the customers purchase and use the product/service.
From inception of the product/service, emphasis on how it is marketed, sold, supported and maintained affects the
customer either positively or negatively, thus affecting customer experience and loyalty. Moreover, high customer
satisfaction and delight cannot be achieved by fulfilling the needs and expectations that are stated or implied by the
customers because the customers themselves sometimes do not notice their needs until the product/service is
delivered.

28. Concept title:
Customer
experience,
PART ONE
1 What is Customer experience?
2 Why is Customer experience considered
important?
3 Exploration of Customer experience
4 Who are the affected relevant interested parties?
5 How does it affect ISO/TC 176 and its documents?

29. Future concepts,
forts
•Digitalisering
•Globala utmaningar
•SDG
•mm

30. CARING IS SHARING,
SHARING IS CARING
My Footprints
www.i4quality.se
Ebba.Ossiannilsson@gmail.com
info@i4qulity.se