Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01301979 ↗ ServiceMax

MFI MEDICAL EQUIPMENT, INC. • Repair • P7

📍 Quantum Radiology — 790 Church St NE, Suite 400, Marietta GA, 30060

Sep 5, 2025 → Oct 13, 2025

✅ Completed
P7
SLA Clock
7 business days from creation · Target: Sep 16, 2025
✗ SLA Missed (1 biz days late)
Active: 8 biz days
Paused: 17 biz days
Budget: 7 biz days
🕐 Clock stopped: Completed (Oct 13, 2025)
SLA Target
▶ Clock Running
Status: Created
Sep 5 → Sep 5, 2025
0 business days (counted)
Running total: 0 of 7 biz days used
1d
▶ Clock Running
Status: Ready for Scheduling
Sep 5 → Sep 8, 2025
1 business day (counted)
Running total: 1 of 7 biz days used
▶ Clock Running
Status: Assigned
Sep 8 → Sep 9, 2025
1 business day (counted)
Running total: 2 of 7 biz days used
5d
▶ Clock Running
Status: Scheduled
Sep 9 → Sep 16, 2025
5 business days (counted)
Running total: 7 of 7 biz days used
▶ Clock Running
Status: Reschedule
Sep 16 → Sep 17, 2025
1 business day (counted)
Running total: 8 of 7 biz days used
⏸17d
⏸ Clock Paused
Status: Awaiting Parts
Sep 17 → Oct 10, 2025
17 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Oct 10 → Oct 10, 2025
0 business days (counted)
Running total: 8 of 7 biz days used
▶ Clock Running
Status: Assigned
Oct 10 → Oct 13, 2025
0 business days (counted)
Running total: 8 of 7 biz days used
▶ Clock Running
Status: Scheduled
Oct 13 → Oct 13, 2025
0 business days (counted)
Running total: 8 of 7 biz days used
Created: Sep 5, 2025 Completed: Oct 13, 2025
Business Days Used 8 / 7
0 7d budget +1d over
Show SLA Clock Detail (9 periods)
Period Status Clock Biz Days Running Total
Sep 5 → Sep 5 Created ▶ Running 0 0 / 7
Sep 5 → Sep 8 Ready for Scheduling ▶ Running 1 1 / 7
Sep 8 → Sep 9 Assigned ▶ Running 1 2 / 7
Sep 9 → Sep 16 Scheduled ▶ Running 5 7 / 7
Sep 16 → Sep 17 Reschedule ▶ Running 1 8 / 7
Sep 17 → Oct 10 Awaiting Parts ⏸ Paused 17 —
Oct 10 → Oct 10 Ready for Scheduling ▶ Running 0 8 / 7
Oct 10 → Oct 13 Assigned ▶ Running 0 8 / 7
Oct 13 → Oct 13 Scheduled ▶ Running 0 8 / 7
Dispatch 0.0d
Material Management 18.0d
Coordinators 12.1d
Billing 45.7d
✗ SLA Missed
Dispatch
0.0 days
Material Management
18.0 days
Over SLA
Coordinators
12.1 days
Over SLA
Billing
45.7 days
Over SLA
Created: Sep 5, 2025 Due: Oct 15, 2025 Completed: Oct 13, 2025 (2 days early)
📅
26.0 days Total Age
⏱️
44.0d in Billing Review Longest Stage
🔄
13 transitions Status Changes
⚠️
65.8d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
11 lines Work Details
🏠
2 visits On-Site Trips
📋
Coordinator Scheduling
🔄
2 On-Site Visits (1 reschedule)
2 on-site visits — follow-up trip required
Visit 1 Sep 15, 2025
Visit 2 Oct 13, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00524825
Follow up - WO-01296212 *no quote needed, 30 day service warranty
Closed
This unit was recently serviced on WO-01296212 on 9/2 The stretcher is still leaking, and it shakes when it is lowered. Please see the picture attached. Item: Stryker Advantage Stretcher (Model 1509) Serial number: 0110031354 Please dispatch under the 30 day service warranty. Technician will need to contact Joe Guzman with the findings and if additional parts are needed for repairs. Contact: Nicole Hancock Phone: (678) 626-0745 Mobile: (770) 402-3006 Email: nhancock@quantumrad.com
Priority
High
Origin
Phone
Reason
New Case
Contact
Nicole Hancock
Owner
Kimberly Hardison
Created
Sep 5, 2025
Work Orders from this Case (1)
WO-01301979 (current) Invoiced
Repair • Torre Gifford
Created: Sep 5, 2025 • Closed: Oct 13, 2025
Completed with significant delays
Invoiced • 180 days old
🚨
Primary Delay 44.0 days stuck in "Billing Review"
⏱️
Total Delay 65.8 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
2.1d / 1.0d SLA
Assigned
2.1d / 0.5d SLA
Scheduled
6.0d / 2.0d SLA
Reschedule
2.0d / 2.0d SLA
Awaiting Parts
18.0d / 3.0d SLA
Completed
0.0d / 1.0d SLA
Closed
3.0d / 1.0d SLA
Billing Review
44.0d / 2.0d SLA
Ready to Bill
1.7d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12/19/25 - NatoshaB - Chatter to Finance to $0 travel & labor due to this is a warranty f/u. Customer/MFI supplied part, so part should also be non-billable.


12/11/25 DPatton - chatter to confirm if we are billing all labor & travel for both trips? Looks like we serviced this unit a few weeks prior to this call. Please advise, thank you!

11/6 NatoshaB - Teams msg MarkF to confirm - case submitted within 2 weeks following repair WO on this unit.

10/16/25 DPatton - Noted This unit was recently serviced on WO-01296212 on 9/2; please confirm all travel and labor is billable for both trips on this WO.

10/13/25 RCook- Received call from Nicole, confirmed technician will be onsite this morning between 9-11AM. 


10/13/25 RCook- Received VM from Nicole after hours on 10/10/25 stating Monday would work great. Confirmed with technician via text that he could still go.


10/10/25 RCook- Emailed Nicole Hancock to schedule for 10/13/205 with an arrival time between 9-11AM. Waiting for confirmation. See logged email.


10/10/25 RCook- LM with Nicole Hancock to schedule. 


10/10/25 RCook- Reached out to technician to confirm when he can go back onsite for this location. 


10/10/2025 Sramen - updated due date and sent message to RCook to schedule (Ajinnerson is on PTO)

10/10/2025 SRobinson- Per Nicole Hancock 00534508 parts have arrived and they are ready to schedule.

9/26 KFricke - Part order is closed and MM has no visibility of the MWI order referenced below. Chattering SRamen to see if the WO can be moved out of Awaiting Parts.

9/16/2025 Sramen - chatter to FSE/SUP to add dummy parts order. According to Work performed, it appears MFI is sending additional parts. Tech was onsite on 9/15.

9.9.25 AJinerson - FSE TG spoke with POC Nicole and scheduled for Monday, 9/15 with eta between 10am-11am. 


9/8/25 AJinerson - Checking w/ FSE to see when available to cover repair.

🔧 Work Performed
9/15/25 Arrived onsite; repair delayed due to the stretcher being in use for a patient appointment. Inspected stretcher and witnessed stuttering decent from foot-end jack assembly. Also witnessed the pump piston of the the foot-end stretcher leaking oil due to a faulty gasket. Contacted MFI(Joe Guzman) and requested warrantied replacement to be sent to the customer. Customer will contact for service after parts arrival. 10/13/25 - Removed and replaced worn foot-end jack assembly.(part shipped to customer; supplied by MFI) Verified function and operation with staff. Disposed of worn jack assembly. Stretcher left in good working condition.
🔍 Technician Findings
9/15/26 - TGifford ;Arrived onsite; repair delayed due to the stretcher being in use for a patient appointment. Inspected stretcher and witnessed stuttering decent from foot-end jack assembly. Also witnessed the pump piston of the the foot-end stretcher leaking oil due to a faulty gasket.
⚠️ Problem Description
This unit was recently serviced on WO-01296212 on 9/2 The stretcher is still leaking, and it shakes when it is lowered. Please see the picture attached. Item: Stryker Advantage Stretcher (Model 1509) Serial number: 0110031354 Please dispatch under the 30 day service warranty. Technician will need to contact Joe Guzman with the findings and if additional parts are needed for repairs. Contact: Nicole Hancock Phone: (678) 626-0745 Mobile: (770) 402-3006 Email: nhancock@quantumrad.com
📄 Description
Advantage Series PACU Stretcher

Timeline

📞
Case Linked Sep 5, 11:30 AM
Case Number: 00524825
Subject: Follow up - WO-01296212 *no quote needed, 30 day service warranty
Status: Closed
📋
▶
2 Work Order Created Sep 5, 11:39 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Kimberly Hardison
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
⏳ 2.0 business days
👷
▶
2 Technician Assigned Sep 8, 4:53 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Abby Jinerson
From: Ready for Scheduling
To: Assigned
Duration in Previous: 3d 5h
🗓️
▶
2 Status: Scheduled Sep 9, 9:04 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Abby Jinerson
Scheduled For: 2025-09-15T14:00:00.000+0000
⚠️ 5.0 business days
⏱️
5x Labor Added Sep 15, 6:43 PM
Type: Labor, Travel
Status: Open
Qty: 1.25, 2.75, 1.5, 32, 34
🔄
Status: Reschedule by Mark Franks Sep 16, 12:13 PM
From: Scheduled
To: Reschedule
Duration in Previous: 7d 3h
📦
▶
2 Parts Requested Sep 17, 8:37 AM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Mark Franks
From: Reschedule
To: Awaiting Parts
Duration in Previous: 20h 23m
🚨 18.0 business days
📅
Status: Ready for Scheduling by Shelby Robinson Oct 10, 1:59 PM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 23d 5h
👷
▶
2 Technician Assigned Oct 10, 2:24 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Rhea Berry
From: Ready for Scheduling
To: Assigned
Duration in Previous: 25m
⏳ 1.0 business days
🗓️
▶
2 Status: Scheduled Oct 13, 8:14 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Rhea Berry
Scheduled For: 2025-10-13T14:00:00.000+0000
⏱️
Labor Added Oct 13, 5:23 PM
Type: Labor
Status: Open
Qty: 1.5
🔩
▶
3 5x Parts Added Oct 13, 5:33 PM
5x Parts Added → Status: Completed → Status: Closed
✔️
Status: Completed by Torre Gifford
From: Scheduled
To: Completed
Duration in Previous: 9h 21m
🏁
Status: Closed by Torre Gifford
From: Completed
To: Closed
Duration in Previous: 1m
⏳ 3.0 business days
📄
Status: Ready to Bill by Diane Patton Oct 16, 12:12 PM
From: Closed, Ready to Bill
To: Ready to Bill, Billing Review
Duration in Previous: 2d 18h, 0m
🚨 44.0 business days
🏁
Status: Closed by Diane Patton Dec 19, 1:26 PM
From: Billing Review, Closed
To: Closed, Ready to Bill
Duration in Previous: 64d 2h, 0m
⏳ 2.0 business days
📨
▶
2 Status: Invoice Pending Dec 22, 1:55 PM
Status: Invoice Pending → Invoice Created
🧾
Invoice Created
Invoice Number: SM-249756

Bottlenecks

Ready for Scheduling
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Assigned
Duration: 1.4 business days (threshold: 4.0 business hours)
Exceeded by 7.1 business hours
Scheduled
Duration: 6.0 business days (threshold: 2.0 business days)
Exceeded by 4.0 business days
Awaiting Parts
Duration: 18.0 business days (threshold: 3.0 business days)
Exceeded by 15.0 business days
Assigned
Duration: 5.6 business hours (threshold: 4.0 business hours)
Exceeded by 1.6 business hours
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days
Billing Review
Duration: 44.0 business days (threshold: 2.0 business days)
Exceeded by 42.0 business days
Ready to Bill
Duration: 1.7 business days (threshold: 1.0 business days)
Exceeded by 5.5 business hours

🔗 Related Artifacts

📞
Case 00524825
Closed
📦
Parts Order 00081844
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P7
Type
Repair
Branch
ERLA - PROD
Technician
Torre Gifford
Scheduled
Oct 13, 10:00 AM
Created
Sep 5, 11:39 AM
Invoice #
SM-249756

Work Details (11)

Name Type Status Qty Amount Date
WL-02936583 Labor Open 1.25 $0.00 Sep 15, 6:43 PM
WL-02936584 Labor Open 2.75 $0.00 Sep 15, 6:43 PM
WL-02936585 Labor Open 1.5 $0.00 Sep 15, 6:43 PM
WL-02936586 Travel Open 32 $0.00 Sep 15, 6:43 PM
WL-02936587 Travel Open 34 $0.00 Sep 15, 6:43 PM
WL-02969014 Labor Open 1.5 $0.00 Oct 13, 5:23 PM
WL-02969032 Parts Open 1 $0.00 Oct 13, 5:33 PM
WL-02969033 Labor Open 2.5 $0.00 Oct 13, 5:33 PM
WL-02969034 Labor Open 1.1666666666667 $0.00 Oct 13, 5:33 PM
WL-02969035 Travel Open 36 $0.00 Oct 13, 5:33 PM
WL-02969036 Travel Open 31 $0.00 Oct 13, 5:33 PM

Details