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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01304445 ↗ ServiceMax

PHILIPS HEALTHCARE • Installation • PC

📍 Sanford Fargo Medical Center — 5225 23rd Ave S, Fargo ND, 58104

Sep 15, 2025 → Sep 19, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Sep 19, 2025
✓ SLA Met
Active: 4 biz days
🕐 Clock stopped: Completed (Sep 19, 2025)
▶ Clock Running
Status: Created
Sep 15 → Sep 15, 2025
0 business days (counted)
Running total: 0 of ? biz days used
1d
▶ Clock Running
Status: Scheduled
Sep 15 → Sep 16, 2025
1 business day (counted)
Running total: 1 of ? biz days used
3d
▶ Clock Running
Status: Tech On Site
Sep 16 → Sep 19, 2025
3 business days (counted)
Running total: 4 of ? biz days used
Created: Sep 15, 2025 Completed: Sep 19, 2025
Show SLA Clock Detail (3 periods)
Period Status Clock Biz Days Running Total
Sep 15 → Sep 15 Created ▶ Running 0 0
Sep 15 → Sep 16 Scheduled ▶ Running 1 1
Sep 16 → Sep 19 Tech On Site ▶ Running 3 4
Dispatch 0.0d
Coordinators 1.5d
Field Work 3.1d
Billing 5.0d
✓ SLA Met
Dispatch
0.0 days
Coordinators
1.5 days
Field Work
3.1 days
Over SLA
Billing
5.0 days
Over SLA
Created: Sep 15, 2025 Due: Sep 19, 2025 Completed: Sep 19, 2025 (on time)
📅
4.5 days Total Age
⏱️
5.0d in Ready to Bill Longest Stage
🔄
6 transitions Status Changes
⚠️
6.4d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
27 lines Work Details
🚩
5 visits On-Site Trips
👤
Self-Scheduled Scheduling
🚨
5 On-Site Visits
5 on-site visits — critical red flag: repeated failure to resolve
👤 Self-scheduled by Carlos Puebla — scheduling delays attributed to technician, not coordinators
Visit 1 Sep 15, 2025
Visit 2 Sep 16, 2025
Visit 3 Sep 17, 2025
Visit 4 Sep 18, 2025
Visit 5 Sep 19, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00527312
URGENT Philips WO Request
Closed
Priority
Standard
Origin
Email
Reason
New Case
Contact
Rebecca Arnold
Owner
John Rolston
Created
Sep 15, 2025
Work Orders from this Case (1)
WO-01304445 (current) Invoiced
Installation • Carlos Puebla
Created: Sep 15, 2025 • Closed: Sep 19, 2025
Completed with minor delays
Invoiced • 170 days old
🚨
Primary Delay 5.0 days stuck in "Ready to Bill"
⏱️
Total Delay 6.4 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
Scheduled
1.5d / 2.0d SLA
Tech On Site
3.1d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
1.3d / 1.0d SLA
Ready to Bill
5.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes
09/22/2025 DCox - Reviewed to make sure that qty of device per day matches the daily log match qty of devices on WO. Tim will need to process through his normal billing review this week.

09/15/2025 RArnold - dispatching to Carlos

🔧 Work Performed
Implemented Software Upgrade as per FCO Instructions. All required PA results pass.
🔍 Technician Findings
Implemented Software Upgrade as per FCO Instructions. All required PA results pass.
⚠️ Problem Description
Mon/Fri Travel-Multi Dept Monitor/X2/X3 upgrades@3 Fargo sites: SanfordMCFargo, South U & Broadway. Order of hosp/units units TBD. Need working support tool & know how to upgrade/clone monitors independently. 3rd Party Resource Request Form - 3 Resource(s) PSA project name: ND: Sanford Fargo (3 sites) Mon/MX40/Fetal Upgrades (SES 43274615) Resource Request number: RR-0322615 Site Name: Sanford Medical Center Fargo Delivery Address: 5225 23rd Ave S Fargo, North Dakota 58104 Installation Address: Additional deployment addresses: Sanford South University Medical Center 1720 University Drive S., Fargo, ND 58103 Sanford Broadway Medical Center 801 Broadway N Fargo, ND 58102 Service District HPMW09-1 Project Scope: Mon/Fri Travel-Multi Dept Monitor/X2/X3 upgrades@3 Fargo sites: SanfordMCFargo, South U & Broadway. Order of hosp/units units TBD. Need working support tool & know how to upgrade/clone monitors independently. Notes: Vendor Credentialing: Sec3ure (Reptrax) Scheduled Start: 11 Aug 2025 08:00 AM Scheduled End: 05 Sep 2025 Contacts Email: Phone: Project Manager: Marty Oliver marty.oliver@philips.com (720) 538-2167 Lead TC/FSE: Martin Boegel martin.boegel@philips.com (303) 304-3135 District Manager: Cathy Horton cathy.horton@philips.com (615) 418-8992 Site Contact: Tricia Erstad tricia.erstad@sanfordhealth.org (701) 234-3414 SO or SMA/SES # SO/SMA/SES Description Bundled VAS 43274615 SES-Bedside Upgrades [X] Resources Requested Skillset Names(s) & Scheduled Dates (if applicable) Resource slot #1 Intermediate Resource slot #2 Intermediate Resource slot #3 Intermediate
📄 Description
Philips Installation (EBS Group)
📞 Call Description
Cabling & Installation Request

Timeline

📞
Case Linked Sep 15, 3:26 PM
Case Number: 00527312
Subject: URGENT Philips WO Request
Status: Closed
📋
Work Order Created Sep 15, 3:41 PM
Work Order: WO-01304445
Type: Installation
Priority: PC
📅
▶
3 Dispatch Scheduled Sep 15, 3:47 PM
Dispatch Scheduled → Status: Scheduled → Technician Assigned
🗓️
Status: Scheduled by Rebecca Arnold
From: Entered
To: Scheduled
Duration in Previous: 5m
👷
Technician Assigned by Rebecca Arnold
Technician: Carlos Puebla
⏳ 2.0 business days
💵
Expenses Added Sep 16, 4:29 PM
Type: Expenses
Status: Open
Qty: 1
🔧
Status: Tech On Site by Carlos Puebla Sep 16, 7:20 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 1d 3h
⏱️
9x Labor Added Sep 16, 7:31 PM
Type: Labor, Expenses
Status: Open
Qty: 0.5, 9.75, 1
💵
Expenses Added Sep 16, 7:46 PM
Type: Expenses
Status: Open
Qty: 1
⏳ 2.5 business days
⏱️
5x Labor Added Sep 18, 6:09 PM
Type: Labor
Status: Open
Qty: 0.5, 10, 8.5
⏱️
Labor Added Sep 18, 6:16 PM
Type: Labor
Status: Open
Qty: 0.5
⏱️
Labor Added Sep 19, 5:02 PM
Type: Labor
Status: Open
Qty: 9.25
💵
▶
2 7x Expenses Added Sep 19, 5:13 PM
7x Expenses Added → Expenses Added
💵
Expenses Added
Type: Expenses
Status: Open
Qty: 1
⏱️
▶
3 Labor Added Sep 19, 5:35 PM
Labor Added → Status: Completed → Status: Closed
✔️
Status: Completed by Carlos Puebla
From: Tech On Site
To: Completed
Duration in Previous: 2d 22h
🏁
Status: Closed by Carlos Puebla
From: Completed
To: Closed
Duration in Previous: 1m
⏳ 1.8 business days
📄
Status: Ready to Bill by Timothy Amburgey Sep 22, 9:07 AM
From: Closed
To: Ready to Bill
Duration in Previous: 2d 15h
⏳ 4.5 business days
💰
Status: Invoiced by Josh Longway Sep 26, 4:01 AM
From: Ready to Bill
To: Invoiced
Duration in Previous: 3d 18h
⏳ 3.0 business days
🧾
Invoice Created Sep 30, 8:46 AM
Invoice Number: SM-242143

Bottlenecks

Tech On Site
Duration: 3.1 business days (threshold: 1.0 business days)
Exceeded by 2.1 business days
Closed
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.3 business hours
Ready to Bill
Duration: 5.0 business days (threshold: 1.0 business days)
Exceeded by 4.0 business days

🔗 Related Artifacts

📞
Case 00527312
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Installation
Branch
ERLA - PROD
Technician
Carlos Puebla
Scheduled
Sep 15, 8:00 AM
Created
Sep 15, 3:41 PM
Invoice #
SM-242143

Work Details (27)

Name Type Status Qty Amount Date
WL-02937551 Expenses Open 1 $0.00 Sep 16, 4:29 PM
WL-02937953 Labor Open 0.5 $0.00 Sep 16, 7:31 PM
WL-02937954 Labor Open 9.75 $1,260.00 Sep 16, 7:31 PM
WL-02937955 Labor Open 0.5 $4,340.00 Sep 16, 7:31 PM
WL-02937956 Expenses Open 1 $0.00 Sep 16, 7:31 PM
WL-02937957 Expenses Open 1 $0.00 Sep 16, 7:31 PM
WL-02937958 Expenses Open 1 $0.00 Sep 16, 7:31 PM
WL-02937959 Expenses Open 1 $0.00 Sep 16, 7:31 PM
WL-02937960 Expenses Open 1 $0.00 Sep 16, 7:31 PM
WL-02937952 Labor Open 9.75 $0.00 Sep 16, 7:31 PM
WL-02937979 Expenses Open 1 $0.00 Sep 16, 7:46 PM
WL-02941356 Labor Open 0.5 $0.00 Sep 18, 6:09 PM
WL-02941354 Labor Open 0.5 $0.00 Sep 18, 6:09 PM
WL-02941355 Labor Open 10 $945.00 Sep 18, 6:09 PM
WL-02941357 Labor Open 8.5 $765.00 Sep 18, 6:09 PM
WL-02941358 Labor Open 0.5 $2,635.00 Sep 18, 6:09 PM
WL-02941391 Labor Open 0.5 $3,255.00 Sep 18, 6:16 PM
WL-02942921 Labor Open 9.25 $0.00 Sep 19, 5:02 PM
WL-02942960 Expenses Open 1 $0.00 Sep 19, 5:13 PM
WL-02942961 Expenses Open 1 $0.00 Sep 19, 5:13 PM
WL-02942959 Expenses Open 1 $0.00 Sep 19, 5:13 PM
WL-02942964 Expenses Open 1 $0.00 Sep 19, 5:13 PM
WL-02942965 Expenses Open 1 $0.00 Sep 19, 5:13 PM
WL-02942962 Expenses Open 1 $0.00 Sep 19, 5:13 PM
WL-02942963 Expenses Open 1 $0.00 Sep 19, 5:13 PM
WL-02942970 Expenses Open 1 $0.00 Sep 19, 5:14 PM
WL-02943013 Labor Open 1 $0.00 Sep 19, 5:35 PM

Details