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← WO Overview

WO-01243794 ↗ ServiceMax

PHILIPS HEALTHCARE • FCO • PC

📍 OSF Saint Francis Hospital — 3401 Ludington St, Escanaba MI, 49829

Jan 30, 2025 → Sep 24, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Dec 31, 2025
✓ SLA Met (66 biz days early)
Active: 150 biz days
Paused: 12 biz days
🕐 Clock stopped: Tech Off Site (Sep 23, 2025)
▶ Clock Running
Status: Created
Jan 31 → Jan 31, 2025
0 business days (counted)
Running total: 0 of ? biz days used
117d
▶ Clock Running
Status: On Hold
Jan 31 → Jul 21, 2025
117 business days (counted)
Running total: 117 of ? biz days used
⏸ Clock Paused
Status: Ready for Release
Jul 21 → Aug 6, 2025
12 business days (not counted)
30d
▶ Clock Running
Status: Ready for Scheduling
Aug 6 → Sep 18, 2025
30 business days (counted)
Running total: 147 of ? biz days used
▶ Clock Running
Status: Scheduled
Sep 18 → Sep 23, 2025
3 business days (counted)
Running total: 150 of ? biz days used
▶ Clock Running
Status: Tech On Site
Sep 23 → Sep 23, 2025
0 business days (counted)
Running total: 150 of ? biz days used
Created: Jan 31, 2025 Tech Off Site: Sep 23, 2025
Show SLA Clock Detail (6 periods)
Period Status Clock Biz Days Running Total
Jan 31 → Jan 31 Created ▶ Running 0 0
Jan 31 → Jul 21 On Hold ▶ Running 117 117
Jul 21 → Aug 6 Ready for Release ⏸ Paused 12 —
Aug 6 → Sep 18 Ready for Scheduling ▶ Running 30 147
Sep 18 → Sep 23 Scheduled ▶ Running 3 150
Sep 23 → Sep 23 Tech On Site ▶ Running 0 150
Dispatch 1.0d
Holding 130.9d (excluded)
Coordinators 34.1d
Field Work 2.3d
Billing 1.4d
✓ SLA Met
Dispatch
1.0 days
Over SLA
Holding (excluded from total)
130.9 days
Coordinators
34.1 days
Over SLA
Field Work
2.3 days
Billing
1.4 days
Over SLA
Created: Jan 31, 2025 Due: Dec 31, 2025 Completed: Sep 24, 2025 (98 days early)
📅
164.0 days Total Age
⏱️
118.0d in On Hold Longest Stage
🔄
10 transitions Status Changes
⚠️
32.2d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
23 lines Work Details
🚩
3 visits On-Site Trips
👤
Self-Scheduled Scheduling
🚩
3 On-Site Visits
3 on-site visits — why were multiple trips needed?
👤 Self-scheduled by Jackson Reeves — scheduling delays attributed to technician, not coordinators
Visit 1 Sep 22, 2025
Visit 2 Sep 23, 2025
Visit 3 Sep 24, 2025

AI Analysis

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Completed with significant delays
Invoiced • 398 days old
🚨
Primary Delay 118.0 days stuck in "On Hold"
⏱️
Total Delay 32.2 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
1.0d / 0.5d SLA
On Hold
118.0d
Ready for Release
12.9d
Ready for Scheduling
30.1d / 1.0d SLA
Scheduled
4.0d / 2.0d SLA
Tech On Site
0.6d / 1.0d SLA
Tech Off Site
1.7d / 2.0d SLA
Closed
1.2d / 1.0d SLA
07e-Partial Project
0.9d
Ready to Bill
1.4d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

09/17/2025 DMalloy - Emailed customer advising that FSE Jackson will be onsite next week Monday 9/22/2025. 

Curtis.S.Schlehuber@osfhealthcare.org

samantha.l.edwards@osfhealthcare.org


08/26/2025 DMalloy - Follow up Email sent to the customer by FOM Fady to confirm the status and location of the devices. Emailed recieved from customer Samantha Edwards confirming the devices to be located onsite in Room 114. Will reply with an onsite date.   

samantha.l.edwards@osfhealthcare.org


08/21/2025 MHamersley - called 906-786-5707, transferred to Bio Med, spoke to Kevin, he said I need Curtis, Cath Lab; called back, phone disconnected while on hold; sent f/u email: Curtis.S.Schlehuber@osfhealthcare.org


08/06/2025 MHamersley - email reply from Curtis confirming devices at ACU; sent email requesting POC info, address & FSE Cred requirement; email: Curtis.S.Schlehuber@osfhealthcare.org


07/28/2025 MHamersley - called 906-786-5707 ext. 5352, Carrie Moore, call went to VM/LM; sent email: carrie.j.moore@osfhealthcare.org


IntelliVue Patient Monitor MX450 DE7770D9DM

IntelliVue Patient Monitor MX450 DE7770D9DN

🔧 Work Performed
FCO implemented.
🔍 Technician Findings
Devices serviced.
⚠️ Problem Description
Broken equipotential ground connector of IntelliVue Patient Monitor MX400-550
📄 Description
MX400 Bedside Monitor
📞 Call Description
FCO86202023

Timeline

📋
Work Order Created Jan 30, 10:16 PM
Work Order: WO-01243794
Type: FCO
Priority: PC
⏸️
Status: On Hold by Diana Cox Jan 31, 10:20 AM
From: Entered
To: On Hold
Duration in Previous: 12h 3m
🚨 118.0 business days
✅
Status: Ready for Release by Diana Cox Jul 21, 1:01 PM
From: On Hold
To: Ready for Release
Duration in Previous: 171d 1h
🚨 13.0 business days
📅
Status: Ready for Scheduling by Mary Hamersley Aug 6, 11:55 AM
From: Ready for Release
To: Ready for Scheduling
Duration in Previous: 15d 22h
🚨 30.0 business days
📅
▶
4 Dispatch Scheduled Sep 17, 8:37 PM
Dispatch Scheduled → Technician Assigned → Status: Scheduled → Dispatch Scheduled
👷
Technician Assigned by Deon Malloy
Technician: Jackson Reeves
🗓️
Status: Scheduled by Deon Malloy
From: Ready for Scheduling
To: Scheduled
Duration in Previous: 42d 8h
📅
Dispatch Scheduled by Deon Malloy
Scheduled For: 2025-09-22T12:00:00.000+0000
💵
3x Expenses Added Sep 18, 5:02 PM
Type: Expenses
Status: Open
Qty: 1
⏳ 2.9 business days
⏱️
6x Labor Added Sep 22, 9:17 PM
Type: Labor, Expenses, Travel
Status: Open
Qty: 8, 2, 0.5, 1, 65
🔧
Status: Tech On Site by Jackson Reeves Sep 23, 9:15 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 5d 12h
⏱️
6x Labor Added Sep 23, 1:38 PM
Type: Labor, Expenses
Status: Open
Qty: 0.5, 2, 1
🚗
Status: Tech Off Site by Jackson Reeves Sep 23, 2:00 PM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 4h 44m
⏱️
Labor Added Sep 23, 2:27 PM
Type: Labor
Status: Open
Qty: 0.5
⏱️
Labor Added Sep 23, 5:30 PM
Type: Labor
Status: Open
Qty: 1.5
⏳ 1.8 business days
⏱️
2x Labor Added Sep 24, 6:02 PM
Type: Labor, Travel
Status: Open
Qty: 8.5, 65
💵
3x Expenses Added Sep 24, 6:16 PM
Type: Expenses
Status: Open
Qty: 1
✔️
Status: Completed by Jackson Reeves Sep 24, 6:27 PM
From: Tech Off Site, Completed
To: Completed, Closed
Duration in Previous: 1d 4h, 0m
⏱️
▶
2 Labor Added Sep 25, 8:52 AM
Labor Added → Status: 07e-Partial Project
📋
Status: 07e-Partial Project by Timothy Amburgey
From: Closed
To: 07e-Partial Project
Duration in Previous: 14h 28m
📄
Status: Ready to Bill by Timothy Amburgey Sep 25, 4:30 PM
From: 07e-Partial Project
To: Ready to Bill
Duration in Previous: 7h 33m
💰
Status: Invoiced by Josh Longway Sep 26, 4:00 AM
From: Ready to Bill
To: Invoiced
Duration in Previous: 11h 30m
⏳ 2.0 business days
🧾
Invoice Created Sep 29, 10:49 AM
Invoice Number: SM-242060

Bottlenecks

Entered
Duration: 1.0 business days (threshold: 4.0 business hours)
Exceeded by 4.0 business hours
Ready for Scheduling
Duration: 30.1 business days (threshold: 1.0 business days)
Exceeded by 29.1 business days
Scheduled
Duration: 4.0 business days (threshold: 2.0 business days)
Exceeded by 2.0 business days
Closed
Duration: 1.2 business days (threshold: 1.0 business days)
Exceeded by 1.5 business hours
Ready to Bill
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 3.5 business hours

🔗 Related Artifacts

No related artifacts

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
FCO
Branch
ERLA - PROD
Technician
Jackson Reeves
Scheduled
Sep 22, 8:00 AM
Created
Jan 30, 10:16 PM
Invoice #
SM-242060

Work Details (23)

Name Type Status Qty Amount Date
WL-02941244 Expenses Open 1 $0.00 Sep 18, 5:02 PM
WL-02941245 Expenses Open 1 $0.00 Sep 18, 5:02 PM
WL-02941246 Expenses Open 1 $0.00 Sep 18, 5:02 PM
WL-02945286 Labor Open 8 $0.00 Sep 22, 9:17 PM
WL-02945287 Labor Open 2 $95.00 Sep 22, 9:17 PM
WL-02945288 Labor Open 0.5 $155.00 Sep 22, 9:17 PM
WL-02945289 Expenses Open 1 $0.00 Sep 22, 9:17 PM
WL-02945290 Expenses Open 1 $0.00 Sep 22, 9:17 PM
WL-02945291 Travel Open 65 $0.00 Sep 22, 9:17 PM
WL-02945967 Labor Open 0.5 $0.00 Sep 23, 1:38 PM
WL-02945968 Labor Open 2 $95.00 Sep 23, 1:38 PM
WL-02945969 Labor Open 0.5 $155.00 Sep 23, 1:38 PM
WL-02945971 Expenses Open 1 $0.00 Sep 23, 1:39 PM
WL-02945972 Expenses Open 1 $0.00 Sep 23, 1:39 PM
WL-02945973 Expenses Open 1 $0.00 Sep 23, 1:39 PM
WL-02946011 Labor Open 0.5 $0.00 Sep 23, 2:27 PM
WL-02946357 Labor Open 1.5 $0.00 Sep 23, 5:30 PM
WL-02948074 Labor Open 8.5 $0.00 Sep 24, 6:02 PM
WL-02948075 Travel Open 65 $0.00 Sep 24, 6:02 PM
WL-02948093 Expenses Open 1 $0.00 Sep 24, 6:16 PM
WL-02948094 Expenses Open 1 $0.00 Sep 24, 6:16 PM
WL-02948095 Expenses Open 1 $0.00 Sep 24, 6:16 PM
WL-02948817 Labor Open 0.016666666666667 $76.00 Sep 25, 8:52 AM

Details