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"

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: 8/5/2003
Master Black Belt: Steven Bonacorsi

2. Six Sigma in Action
Virus Remediation
Customer Profile – 6,000 seat Consumer Products company
Business Problem & Impact Process Capability – Before
T USL
Average time to locate and clean a machine infected with a
virus was 12.2 hours. This resulted in end user downtime Z_ST = 0.68
20
costing the company US$500K annually. The target average Mean = 12.2 hrs
Frequency
time to remediate a virus attack was under 4 hours.
Measure & Analyze 10
Data Collection: Speed to remediate on all virus notices was
measured. 0
Root Causes: A lack of Anti-Virus software and misdirected or 0 5 10 15 20 25 30 35 40 45
Total Cycle Time
missing information in viruses notices were identified as root
causes. Process Capability – After
T USL
Improve & Control
Notification method was changed to the clarify reporting 10
system and the information contained in the notice was agreed Z_ST = 5.33
Frequency
upon. Anti-Virus software was added to as many machines as Mean = 1.4 hrs
possible. 5
Results/Benefits
After the project, the customer will save US$650 per incident 0
as 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!