Virus Remediation Six Sigma Case Study

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Six Sigma Project Case Study Overview by Master Black Belt Steven Bonacorsi, International Standard for Lean Six Sigma (ISLSS). General Electic ACFC "At the Customer, for the Customer"

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Virus Remediation Six Sigma Case Study

  1. 1. Six Sigma DMAIC Project GE ITS: GEMS Account Project Leader/Green Belt: Ray Holden Project Leader Title: Associate Network Support Engineer Project Start Date: 8/5/2003Master Black Belt: Steven Bonacorsi
  2. 2. Six Sigma in Action Virus RemediationCustomer Profile – 6,000 seat Consumer Products companyBusiness Problem & Impact Process Capability – Before T USLAverage time to locate and clean a machine infected with avirus was 12.2 hours. This resulted in end user downtime Z_ST = 0.68 20costing the company US$500K annually. The target average Mean = 12.2 hrs Frequencytime to remediate a virus attack was under 4 hours.Measure & Analyze 10Data Collection: Speed to remediate on all virus notices wasmeasured. 0Root Causes: A lack of Anti-Virus software and misdirected or 0 5 10 15 20 25 30 35 40 45 Total Cycle Timemissing information in viruses notices were identified as rootcauses. Process Capability – After T USLImprove & ControlNotification method was changed to the clarify reporting 10system and the information contained in the notice was agreed Z_ST = 5.33 Frequencyupon. Anti-Virus software was added to as many machines as Mean = 1.4 hrspossible. 5Results/BenefitsAfter the project, the customer will save US$650 per incident 0as a result of reduced end user downtime. 0.0 0.5 1.0 1.5 2.0 Total Cycle Time 2.5 3.0 A Savings of US $48.5K in 2003!

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