The goal of this project was to provide recommendations on ways to improve the impact of downtime to business productivity at Hanover Insurance Group by reducing downtime of desktops. To help formulate these recommendations, the team developed an "as-in" state by conducting interviews with Hanover Technology Group (HGT) managers, shadowing different departments within HTG, and by analyzing service center incident ticket data. Consequently, a "to-be" model was developed through industry best practice research and interviews with managers from the Computing and Communication Center (CCC) department at Worcester Polytechnic Institute.

• This report represents the work of one or more WPI undergraduate students submitted to the faculty as evidence of completion of a degree requirement. WPI routinely publishes these reports on its website without editorial or peer review.

Creator

• Kellogg, Jared Matthew
• DePina, Otilio Tavares
• Cabrera, Benjamin

Publisher

• Worcester Polytechnic Institute

Identifier

• E-project-042611-104300

Advisor

• Djamasbi, Soussan

Year

• 2011

Sponsor

• Hanover Insurance

Date created

• 2011-04-26

Location

• Worcester

Resource type

• Major Qualifying Project

Major

• Industrial Engineering
• Management Engineering

Rights statement

• In Copyright

License

• All rights reserved