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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01280466 ↗ ServiceMax

PHILIPS HEALTHCARE • FCO • PC

📍 OSU Health System — W 10th Ave 520, Columbus Oh, 43210

Jun 18, 2025 → Sep 13, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Dec 31, 2025
✓ SLA Met (73 biz days early)
Active: 7 biz days
Paused: 52 biz days
🕐 Clock stopped: Invoiced (Sep 13, 2025)
▶ Clock Running
Status: Created
Jun 18 → Jun 18, 2025
0 business days (counted)
Running total: 0 of ? biz days used
⏸52d
⏸ Clock Paused
Status: Ready for Release
Jun 18 → Sep 3, 2025
52 business days (not counted)
▶ Clock Running
Status: Scheduled
Sep 3 → Sep 5, 2025
2 business days (counted)
Running total: 2 of ? biz days used
▶ Clock Running
Status: Tech On Site
Sep 5 → Sep 6, 2025
0 business days (counted)
Running total: 2 of ? biz days used
▶ Clock Running
Status: Completed
Sep 6 → Sep 6, 2025
0 business days (counted)
Running total: 2 of ? biz days used
5d
▶ Clock Running
Status: Incomplete
Sep 6 → Sep 13, 2025
5 business days (counted)
Running total: 7 of ? biz days used
Created: Jun 18, 2025 Invoiced: Sep 13, 2025
Show SLA Clock Detail (6 periods)
Period Status Clock Biz Days Running Total
Jun 18 → Jun 18 Created ▶ Running 0 0
Jun 18 → Sep 3 Ready for Release ⏸ Paused 52 —
Sep 3 → Sep 5 Scheduled ▶ Running 2 2
Sep 5 → Sep 6 Tech On Site ▶ Running 0 2
Sep 6 → Sep 6 Completed ▶ Running 0 2
Sep 6 → Sep 13 Incomplete ▶ Running 5 7
Dispatch 0.3d
Holding 52.9d (excluded)
Coordinators 2.7d
Field Work 1.0d
Incomplete 5.0d (excluded)
Billing 1.6d
✓ SLA Met
Dispatch
0.3 days
Holding (excluded from total)
52.9 days
Coordinators
2.7 days
Over SLA
Field Work
1.0 days
Incomplete (excluded from total)
5.0 days
Billing
1.6 days
Over SLA
Created: Jun 18, 2025 Due: Dec 31, 2025 Completed: Sep 13, 2025 (109 days early)
📅
60.0 days Total Age
⏱️
52.9d in Ready for Release Longest Stage
🔄
8 transitions Status Changes
⚠️
1.3d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
3 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00503045
URGENT Philips WO Request
Closed
Inaccurate Fetal Heart Rate (FHR) measurements when monitoring multiple
Priority
Standard
Origin
Email
Reason
New Case
Contact
Fred Voit
Owner
Shelby Robinson
Created
Jun 18, 2025
Work Orders from this Case (1)
WO-01280466 (current) Invoiced
FCO • Bennet O Dartey
Created: Jun 18, 2025 • Closed: Sep 13, 2025
Completed with minor delays
Invoiced • 259 days old
🚨
Primary Delay 52.9 days stuck in "Ready for Release"
⏱️
Total Delay 1.3 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
0.3d / 0.5d SLA
Ready for Release
52.9d
Scheduled
2.7d / 2.0d SLA
Tech On Site
1.0d / 1.0d SLA
Incomplete
5.0d
Closed
1.0d / 1.0d SLA
07e-Partial Project
3.7d
Ready to Bill
1.6d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

08/25/2025 MHamersley - called 614-293-8000, transferred to Labor and Delivery, Victoria is in mtg, sent f/u email: victoria.marrow@osumc.edu  (Fady had sent email 8/8/25)


07/31/2025 MHamersley - called 614-366-2918, call went to Jorge's VM/LM offering FSE onsite Mon, 8/4 or Frid, 8/8; sent f/u email: jorge.rodriguez@osumc.edu & richard.preston@osumc.edu


07/18/2025 MHamersley - called 614.366.6472, Fred Voit, no answer, VM for Benjamin Bishop, didn't leave msg; <email fred.voit@osumc.edu - bounced> called 614.293.8000, phone disconnected; sent f/u email: katie.thornton@osumc.edu  


07/07/2025 MHamersley - Called 614.293.8000, transferred to Labor & Delivery, phone disconnected while on hold; sent f/u email: katie.thornton@osumc.edu


07/02/2025 MHamersley - called 614.293.8000, transferred to Labor & Delivery, Katie was unavailable; sent f/u email: katie.thornton@osumc.edu

SN: DE67541623


06/20/2025 DMalloy - Called 614.293.8000 the main line for the hospital. Asked for the labor and delivery dept. Spoke to Susan explained the recall. She transferred me to the charge nurse. She provided the email address for the lead for the dept Katie Thornton. 

katie.thornton@osumc.edu    


06/19/2025 DMalloy -Email recieved from Alex that he did not have this deivce in his inventory. He was at the childrens hospital and not OSU. Will attempt to reach out to the labor and delivery dept at this location. 

alex.williams@nationwidechildrens.org       


06/19/2025 DMalloy - Located email for Alex Williams. Forwarded recall notice to him. alex.williams@nationwidechildrens.org    

06/19/2025 DMalloy - Called 614.745.6696 for Alex Williams. No Answer. Left a VM for a call back and will look for a email for this contact.      


06/18/2025 DMalloy - Called 614.593.9712 for Aaron Schalk. Explained the reason for my call and he advised that he was not aware of the device. He provided the contact information for Alex Williams 614-745-6696


06/18/2025 DMalloy - Called 614.366.6472 for Fred Voit. No Answer. I got a VM for someone named Benjamin Bishop. did not leave a message. Will follow up with and email.  

Fred.Voit@osumc.edu   

🔧 Work Performed
Inaccurate Fetal Heart Rate (FHR) measurements when monitoring multiple
🔍 Technician Findings
N/A
⚠️ Problem Description
Inaccurate Fetal Heart Rate (FHR) measurements when monitoring multiple
📄 Description
Philips - Avalon FM20/30/40/50 Fetal Monitor
📞 Call Description
FCO86202016

Timeline

📞
Case Linked Jun 18, 10:08 AM
Case Number: 00503045
Subject: URGENT Philips WO Request
Status: Closed
📋
Work Order Created Jun 18, 10:28 AM
Work Order: WO-01280466
Type: FCO
Priority: PC
✅
Status: Ready for Release by Deon Malloy Jun 18, 12:56 PM
From: Entered
To: Ready for Release
Duration in Previous: 2h 27m
🚨 53.0 business days
👷
▶
3 Technician Assigned Sep 3, 2:06 PM
Technician Assigned → Dispatch Scheduled → Status: Scheduled
📅
Dispatch Scheduled by Deon Malloy
Scheduled For: 2025-09-03T04:00:00.000+0000, 2025-09-03T00:00:00.000+0000
🗓️
Status: Scheduled by Deon Malloy
From: Ready for Release
To: Scheduled
Duration in Previous: 77d 1h
📅
Dispatch Scheduled by Deon Malloy Sep 3, 2:13 PM
Scheduled For: 2025-09-03T12:00:00.000+0000
⏳ 2.0 business days
📅
Dispatch Scheduled by Deon Malloy Sep 4, 6:56 PM
Scheduled For: 2025-09-05T12:00:00.000+0000
🔧
Status: Tech On Site by Bennet Dartey Sep 5, 6:41 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 1d 16h
⏱️
▶
2 2x Labor Added Sep 5, 8:53 PM
2x Labor Added → Status: Completed
✔️
Status: Completed by Bennet Dartey
From: Tech On Site, Completed
To: Completed, Incomplete
Duration in Previous: 14h 16m, 0m
⚠️ 5.4 business days
🏁
Status: Closed by Bennet Dartey Sep 13, 3:45 PM
From: Incomplete
To: Closed
Duration in Previous: 7d 18h
⏳ 1.0 business days
⏱️
▶
2 Labor Added Sep 15, 2:44 PM
Labor Added → Status: 07e-Partial Project
📋
Status: 07e-Partial Project by Timothy Amburgey
From: Closed
To: 07e-Partial Project
Duration in Previous: 1d 23h
⏳ 4.0 business days
📄
Status: Ready to Bill by Timothy Amburgey Sep 18, 3:30 PM
From: 07e-Partial Project
To: Ready to Bill
Duration in Previous: 3d 0h
💰
Status: Invoiced by Josh Longway Sep 19, 4:00 AM
From: Ready to Bill
To: Invoiced
Duration in Previous: 12h 30m
⏳ 1.0 business days
🧾
Invoice Created Sep 22, 12:11 AM
Invoice Number: SM-241469

Bottlenecks

Scheduled
Duration: 2.7 business days (threshold: 2.0 business days)
Exceeded by 5.9 business hours
Ready to Bill
Duration: 1.6 business days (threshold: 1.0 business days)
Exceeded by 4.5 business hours

🔗 Related Artifacts

📞
Case 00503045
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
FCO
Branch
ERLA - PROD
Technician
Bennet O Dartey
Scheduled
Sep 5, 8:00 AM
Created
Jun 18, 10:28 AM
Invoice #
SM-241469

Work Details (3)

Name Type Status Qty Amount Date
WL-02927333 Labor Open 0.25 $23.75 Sep 5, 8:53 PM
WL-02927334 Labor Open 0.25 $155.00 Sep 5, 8:53 PM
WL-02936178 Labor Open 0.016666666666667 $38.00 Sep 15, 2:44 PM

Details