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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01261527 ↗ ServiceMax

PHILIPS HEALTHCARE • FCO • PC

📍 Poplar Bluff Regional Med Ctr North — 3100 Oak Grove Rd, Poplar Bluff MO, 63901

Mar 28, 2025 → Sep 26, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Dec 31, 2026
✓ SLA Met (312 biz days early)
Active: 79 biz days
Paused: 47 biz days
🕐 Clock stopped: Invoiced (Sep 26, 2025)
▶ Clock Running
Status: Created
Mar 28 → Mar 28, 2025
0 business days (counted)
Running total: 0 of ? biz days used
40d
▶ Clock Running
Status: Ready for Scheduling
Mar 28 → May 23, 2025
40 business days (counted)
Running total: 40 of ? biz days used
⏸47d
⏸ Clock Paused
Status: Ready for Release
May 23 → Aug 1, 2025
47 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Aug 1 → Aug 15, 2025
10 business days (counted)
Running total: 50 of ? biz days used
▶ Clock Running
Status: Scheduled
Aug 15 → Aug 19, 2025
2 business days (counted)
Running total: 52 of ? biz days used
20d
▶ Clock Running
Status: Ready for Scheduling
Aug 19 → Sep 17, 2025
20 business days (counted)
Running total: 72 of ? biz days used
▶ Clock Running
Status: Scheduled
Sep 17 → Sep 24, 2025
5 business days (counted)
Running total: 77 of ? biz days used
▶ Clock Running
Status: Tech On Site
Sep 24 → Sep 26, 2025
2 business days (counted)
Running total: 79 of ? biz days used
▶ Clock Running
Status: Completed
Sep 26 → Sep 26, 2025
0 business days (counted)
Running total: 79 of ? biz days used
▶ Clock Running
Status: Incomplete
Sep 26 → Sep 26, 2025
0 business days (counted)
Running total: 79 of ? biz days used
Created: Mar 28, 2025 Invoiced: Sep 26, 2025
Show SLA Clock Detail (10 periods)
Period Status Clock Biz Days Running Total
Mar 28 → Mar 28 Created ▶ Running 0 0
Mar 28 → May 23 Ready for Scheduling ▶ Running 40 40
May 23 → Aug 1 Ready for Release ⏸ Paused 47
Aug 1 → Aug 15 Ready for Scheduling ▶ Running 10 50
Aug 15 → Aug 19 Scheduled ▶ Running 2 52
Aug 19 → Sep 17 Ready for Scheduling ▶ Running 20 72
Sep 17 → Sep 24 Scheduled ▶ Running 5 77
Sep 24 → Sep 26 Tech On Site ▶ Running 2 79
Sep 26 → Sep 26 Completed ▶ Running 0 79
Sep 26 → Sep 26 Incomplete ▶ Running 0 79
Dispatch 0.0d
Holding 47.5d (excluded)
Coordinators 80.6d
Field Work 1.8d
Incomplete 1.0d (excluded)
✓ SLA Met
Dispatch
0.0 days
Holding (excluded from total)
47.5 days
Coordinators
80.6 days
Over SLA
Field Work
1.8 days
Over SLA
Incomplete (excluded from total)
1.0 days
Created: Mar 28, 2025 Due: Dec 31, 2026 Completed: Sep 26, 2025 (461 days early)
📅
126.4 days Total Age
⏱️
47.5d in Ready for Release Longest Stage
🔄
11 transitions Status Changes
⚠️
74.4d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
16 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 Bennet O Dartey — scheduling delays attributed to technician, not coordinators
Visit 1 Sep 23, 2025
Visit 2 Sep 24, 2025
Visit 3 Sep 25, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00530061
URGENT Philips WO Request
Closed
Priority
Standard
Origin
Email
Reason
New Case
Contact
Ashley Luman
Owner
John Rolston
Created
Sep 24, 2025
Work Orders from this Case (1)
WO-01261527 (current) Invoiced
FCO • Bennet O Dartey
Created: Mar 28, 2025 • Closed: Sep 26, 2025
Completed with significant delays
Invoiced • 341 days old
🚨
Primary Delay 47.5 days stuck in "Ready for Release"
⏱️
Total Delay 74.4 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
0.0d / 0.5d SLA
Ready for Scheduling
72.1d / 1.0d SLA
Ready for Release
47.5d
Scheduled
8.5d / 2.0d SLA
Tech On Site
1.8d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Incomplete
1.0d
Closed
0.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

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

larry.rogers@pbrmc.com


08/19/2025 Emartin sent email to larry.rogers@pbrmc.com advising FSE pulled from site per Fady

08/15/2025 Emartin sent email to larry.rogers@pbrmc.com advising FSE onsite Mon 08/25/25 to start devices

08/01/2025 MHamersley - rec'd email reply from Larry Rogers confirming all the Trilogy EV300 Ventilators


08/01/2025 MHamersley - called 573-776-9666, spoke to Larry, POC; he will look over email and reply soon; FSE Cred: None, call POC for escort; Address is correct; sent f/u email: larry.rogers@pbrmc.com


07/25/2025 YEspino Called 573-776-9666 to speak to Larry over the previous email sent to verify the devices in question. Was unable to speak to her so i left a message.


07/15/2025 YEspino Called 573-776-9666 to speak to Larry over the previous email sent. Was unable to speak to him so i left a message.


06/23/2025 YEspino Called 573-776-9666 to follow up with Larry over the previous email sent to verify the devices in question. Was unable to speak to him so i left a message.


05/22/2025 YEspino Called 573-776-2000 to verify the device in question. Asked to be transferred over to the biomed dept, Was able to speak to Larry Rogers. He asked for an email to be sent out to verify the devices in question. Email: larry.rogers@pbrmc.com Phone: 573-776-9666 


05/22/2025 YEspino Called 573-776-9717 to speak to Angela Taylor to verify the EV300 Vents in question. Was able to speak to Kevin from supply chain and he advised he would transfer me over to Kristen to be better assisted. Was able to speak to Kristen and she advised that i would have to contact Biomed to be better assisted.

🔧 Work Performed
Trilogy EV300 Ventilator - Machine Flow Sensor Inaccurate Flow Measurements and/or Delivery
🔍 Technician Findings
N/A
⚠️ Problem Description
Trilogy EV300 Ventilator - Machine Flow Sensor Inaccurate Flow Measurements and/or Delivery
📄 Description
Philips Trilogy EV300 Hospital Ventilator (DS2200X11B / 989805661881)
📞 Call Description
FCO86600081

Timeline

📋
Work Order Created Mar 28, 4:35 PM
Work Order: WO-01261527
Type: FCO
Priority: PC
📅
Status: Ready for Scheduling by Diana Cox Mar 28, 4:42 PM
From: Entered
To: Ready for Scheduling
Duration in Previous: 7m
🚨 40.9 business days
Status: Ready for Release by Mandy Newman May 23, 3:51 PM
From: Ready for Scheduling
To: Ready for Release
Duration in Previous: 55d 23h
🚨 48.0 business days
📅
Status: Ready for Scheduling by Mary Hamersley Aug 1, 1:23 PM
From: Ready for Release
To: Ready for Scheduling
Duration in Previous: 69d 21h
🚨 11.0 business days
👷
3 Technician Assigned Aug 15, 11:41 AM
Technician Assigned → Dispatch Scheduled → Status: Scheduled
📅
Dispatch Scheduled by Erin Martin
Scheduled For: 2025-08-25T04:00:00.000+0000, 2025-08-25T00:00:00.000+0000, 2025-08-25T12:00:00.000+0000
🗓️
Status: Scheduled by Erin Martin
From: Ready for Scheduling
To: Scheduled
Duration in Previous: 13d 22h
3.0 business days
📅
Status: Ready for Scheduling by Erin Martin Aug 19, 1:08 PM
From: Scheduled
To: Ready for Scheduling
Duration in Previous: 4d 1h
🚨 21.0 business days
👷
3 Technician Assigned Sep 17, 3:50 PM
Technician Assigned → Dispatch Scheduled → Status: Scheduled
📅
Dispatch Scheduled by Deon Malloy
Scheduled For: 2025-09-22T04:00:00.000+0000, 2025-09-22T00:00:00.000+0000, 2025-09-22T12:00:00.000+0000
🗓️
Status: Scheduled by Deon Malloy
From: Ready for Scheduling
To: Scheduled
Duration in Previous: 29d 2h
⚠️ 6.0 business days
📞
Case Linked Sep 24, 1:00 PM
Case Number: 00530061
Subject: URGENT Philips WO Request
Status: Closed
📅
Dispatch Scheduled by Deon Malloy Sep 24, 3:23 PM
Scheduled For: 2025-09-24T12:00:00.000+0000
🔧
Status: Tech On Site by Bennet Dartey Sep 24, 3:30 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 6d 23h
⏱️
4x Labor Added Sep 25, 10:16 AM
Type: Labor
Status: Open
Qty: 7, 1, 5, 0.5
⏱️
2 11x Labor Added Sep 25, 9:49 PM
11x Labor Added → Expenses Added
💵
Expenses Added
Type: Expenses
Status: Open
Qty: 1
✔️
2 Status: Completed Sep 25, 10:04 PM
Status: Completed → Status: Incomplete
⚠️
Status: Incomplete by Bennet Dartey
From: Completed
To: Incomplete
Duration in Previous: 2m
🏁
Status: Closed by Bennet Dartey Sep 26, 2:05 PM
From: Incomplete
To: Closed
Duration in Previous: 15h 58m
📄
Status: Ready to Bill by Timothy Amburgey Sep 26, 2:29 PM
From: Closed, Ready to Bill, Invoice Pending
To: Ready to Bill, Invoice Pending, Invoiced
Duration in Previous: 23m, 0m
2.0 business days
🧾
Invoice Created Sep 29, 10:43 AM
Invoice Number: SM-242241

Bottlenecks

Ready for Scheduling
Duration: 40.4 business days (threshold: 1.0 business days)
Exceeded by 39.4 business days
Ready for Scheduling
Duration: 10.8 business days (threshold: 1.0 business days)
Exceeded by 9.8 business days
Scheduled
Duration: 3.0 business days (threshold: 2.0 business days)
Exceeded by 1.0 business days
Ready for Scheduling
Duration: 20.9 business days (threshold: 1.0 business days)
Exceeded by 19.9 business days
Scheduled
Duration: 5.5 business days (threshold: 2.0 business days)
Exceeded by 3.5 business days
Tech On Site
Duration: 1.8 business days (threshold: 1.0 business days)
Exceeded by 6.6 business hours

🔗 Related Artifacts

📞
Case 00530061
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
FCO
Branch
ERLA - PROD
Technician
Bennet O Dartey
Scheduled
Sep 24, 8:00 AM
Created
Mar 28, 4:35 PM
Invoice #
SM-242241

Work Details (16)

Name Type Status Qty Amount Date
WL-02948931 Labor Open 7 $0.00 Sep 25, 10:16 AM
WL-02948932 Labor Open 1 $0.00 Sep 25, 10:16 AM
WL-02948933 Labor Open 5 $0.00 Sep 25, 10:16 AM
WL-02948934 Labor Open 0.5 $0.00 Sep 25, 10:16 AM
WL-02950056 Labor Open 9 $0.00 Sep 25, 9:49 PM
WL-02950057 Expenses Open 1 $0.00 Sep 25, 9:49 PM
WL-02950058 Expenses Open 1 $0.00 Sep 25, 9:49 PM
WL-02950059 Expenses Open 1 $0.00 Sep 25, 9:49 PM
WL-02950060 Expenses Open 1 $0.00 Sep 25, 9:49 PM
WL-02950061 Expenses Open 1 $0.00 Sep 25, 9:49 PM
WL-02950062 Expenses Open 1 $0.00 Sep 25, 9:49 PM
WL-02950063 Expenses Open 1 $0.00 Sep 25, 9:49 PM
WL-02950064 Expenses Open 1 $0.00 Sep 25, 9:49 PM
WL-02950065 Expenses Open 1 $0.00 Sep 25, 9:49 PM
WL-02950066 Expenses Open 1 $0.00 Sep 25, 9:49 PM
WL-02950067 Expenses Open 1 $0.00 Sep 25, 9:51 PM

Details