LoadingLoadingLoadingLoadingDesign services that hand off cleanly around the clock—queues, scripts, and fairness—not a 24/7 slogan.
Online only
‘We are 24/7’ usually means one tired region plus a vendor. This MSc treats follow-the-sun as a design problem: what must be true in the ticket for the next meridian to act, how language hubs escalate without rewriting the student’s academic record, and how live seminars for a university and live support for a firm share the same clock politics. You will map a student-support journey for GlobalMind University-like operations: tuition-free online learners, identity-checked exams, hubs in ES/PT/HI, English assessment. You will also map a commercial digital service with the same honesty. No ITIL badge is conferred. No UN helpdesk is implied. Seminars rotate so service designers in APAC are not perpetual recording-watchers. Design work uses queue age by meridian, knowledge articles that the next shift can execute, and QA samples that include Spanish, Portuguese, and Hindi contacts. You will rewrite ‘24/7’ until it is a roster. Escalation into an English assessment context is a bright line: student-support language is not a grade. Low-bandwidth support and vendor-versus-in-house coverage are in the operations modules. GlobalMind University’s own student services are a legitimate comparison case, not a claim that GMU is a commercial contact-centre franchise. ITIL remains outside the award.
Thirty-six credits: service clocks, language channels, knowledge and quality, and a handoff capstone.
Study online
Every programme can be completed fully online with zero tuition fees — study from anywhere in the world.
| Code | Course | Credits |
|---|---|---|
| GMU6101 | Follow-the-Sun Maps that Can Be Staffed Follow-the-Sun Maps that Can Be Staffed — assessed module on the MSc Follow-the-Sun Service Design pathway.
| 3 |
| GMU6102 | Queue Age by Meridian Queue Age by Meridian — assessed module on the MSc Follow-the-Sun Service Design pathway.
| 3 |
| GMU6103 | On-Call versus Shift Design On-Call versus Shift Design — assessed module on the MSc Follow-the-Sun Service Design pathway.
| 3 |
| GMU6104 | Honest 24/7 Language Honest 24/7 Language — assessed module on the MSc Follow-the-Sun Service Design pathway.
| 3 |
| Code | Course | Credits |
|---|---|---|
| GMU6105 | Spanish, Portuguese, and Hindi as Service Languages Spanish, Portuguese, and Hindi as Service Languages — assessed module on the MSc Follow-the-Sun Service Design pathway.
| 3 |
| GMU6106 | Escalation into English Assessment Contexts Escalation into English Assessment Contexts — assessed module on the MSc Follow-the-Sun Service Design pathway.
| 3 |
| GMU6107 | Tone, Register, and Hub Quality Tone, Register, and Hub Quality — assessed module on the MSc Follow-the-Sun Service Design pathway.
| 3 |
| GMU6108 | When a Hub Must Not Touch a Grade When a Hub Must Not Touch a Grade — assessed module on the MSc Follow-the-Sun Service Design pathway.
| 3 |
| Code | Course | Credits |
|---|---|---|
| GMU6109 | Articles that Survive Offset Articles that Survive Offset — assessed module on the MSc Follow-the-Sun Service Design pathway.
| 3 |
| GMU6110 | QA Sampling across Regions QA Sampling across Regions — assessed module on the MSc Follow-the-Sun Service Design pathway.
| 3 |
| GMU6111 | Vendor versus In-House Coverage Vendor versus In-House Coverage — assessed module on the MSc Follow-the-Sun Service Design pathway.
| 3 |
| GMU6112 | Accessibility of Support on Low Bandwidth Accessibility of Support on Low Bandwidth — assessed module on the MSc Follow-the-Sun Service Design pathway.
| 3 |
| Code | Course | Credits |
|---|---|---|
| GMU6113 | Journey Mapping Studio Journey Mapping Studio — assessed module on the MSc Follow-the-Sun Service Design pathway.
| 3 |
| GMU6114 | Metrics that Do Not Hide One Tired Region Metrics that Do Not Hide One Tired Region — assessed module on the MSc Follow-the-Sun Service Design pathway.
| 3 |
| GMU6115 | Writing for Operations Boards Writing for Operations Boards — assessed module on the MSc Follow-the-Sun Service Design pathway.
| 3 |
| GMU6116 | Capstone: Follow-the-Sun Service Redesign Capstone: Follow-the-Sun Service Redesign — assessed module on the MSc Follow-the-Sun Service Design pathway.
| 3 |
Recognised & Accredited
