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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

Six Sigma in Action Virus Remediation

Customer Profile 6,000 seat Consumer Products company

Business Problem & Impact

Average time to locate and clean a machine infected with a virus was 12.2 hours. This resulted in end user downtime costing the company US$500K annually. The target average time to remediate a virus attack was under 4 hours.

Process Capability Before


Measure & Analyze

Data Collection: Speed to remediate on all virus notices was measured. Root Causes: A lack of Anti-Virus software and misdirected or missing information in viruses notices were identified as root causes.


Z_ST = 0.68 Mean = 12.2 hrs


0 0 5 10 15 20 25 30 35 40 45

Total Cycle Time

Process Capability After

T USL 10

Improve & Control


Notification method was changed to the clarify reporting system and the information contained in the notice was agreed upon. Anti-Virus software was added to as many machines as possible.

Z_ST = 5.33 Mean = 1.4 hrs


After the project, the customer will save US$650 per incident as a result of reduced end user downtime.
0 0.0 0.5 1.0 1.5 2.0 2.5 3.0

Total Cycle Time

A Savings of US $48.5K in 2003!