Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01305200 ↗ ServiceMax

PHILIPS HEALTHCARE • FCO • PC

📍 University Of Michigan — 3600 Ellsworth Rd, Ann Arbor MI, 48108

Sep 18, 2025 → Oct 30, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Dec 31, 2025
✓ SLA Met (40 biz days early)
Active: 4 biz days
Paused: 25 biz days
🕐 Clock stopped: Completed (Oct 30, 2025)
▶ Clock Running
Status: Created
Sep 18 → Sep 19, 2025
1 business day (counted)
Running total: 1 of ? biz days used
⏸25d
⏸ Clock Paused
Status: Ready for Release
Sep 19 → Oct 27, 2025
25 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Oct 27 → Oct 28, 2025
1 business day (counted)
Running total: 2 of ? biz days used
▶ Clock Running
Status: Scheduled
Oct 28 → Oct 30, 2025
2 business days (counted)
Running total: 4 of ? biz days used
▶ Clock Running
Status: Tech On Site
Oct 30 → Oct 30, 2025
0 business days (counted)
Running total: 4 of ? biz days used
Created: Sep 18, 2025 Completed: Oct 30, 2025
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Sep 18 → Sep 19 Created ▶ Running 1 1
Sep 19 → Oct 27 Ready for Release ⏸ Paused 25 —
Oct 27 → Oct 28 Ready for Scheduling ▶ Running 1 2
Oct 28 → Oct 30 Scheduled ▶ Running 2 4
Oct 30 → Oct 30 Tech On Site ▶ Running 0 4
Dispatch 1.7d
Holding 25.7d (excluded)
Coordinators 5.0d
Field Work 0.5d
Billing 1.3d
✓ SLA Met
Dispatch
1.7 days
Over SLA
Holding (excluded from total)
25.7 days
Coordinators
5.0 days
Over SLA
Field Work
0.5 days
Billing
1.3 days
Over SLA
Created: Sep 18, 2025 Due: Dec 31, 2025 Completed: Oct 30, 2025 (62 days early)
📅
29.7 days Total Age
⏱️
25.7d in Ready for Release Longest Stage
🔄
9 transitions Status Changes
⚠️
4.3d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
6 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00528540
URGENT Philips WO Request
Closed
Inaccurate Fetal Heart Rate (FHR) measurements when monitoring multiple
Priority
Standard
Origin
Email
Reason
New Case
Contact
N/A
Owner
Shelby Robinson
Created
Sep 18, 2025
Work Orders from this Case (1)
WO-01305200 (current) Invoiced
FCO • Bennet O Dartey
Created: Sep 18, 2025 • Closed: Oct 30, 2025
Completed with minor delays
Invoiced • 167 days old
🚨
Primary Delay 25.7 days stuck in "Ready for Release"
⏱️
Total Delay 4.3 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
1.7d / 0.5d SLA
Ready for Release
25.7d
Ready for Scheduling
2.0d / 1.0d SLA
Scheduled
3.0d / 2.0d SLA
Tech On Site
0.5d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
1.8d / 1.0d SLA
07e-Partial Project
5.0d
Ready to Bill
1.3d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

10/28/2025 DMalloy - Emailed customer advising that I can have FSE Bennet onsite this week Thursday, 10/30/2025. psaxton@umich.edu

shaneazi@med.umich.edu


10/27/2025 MHamersley - per email from Fady, POC: Shane Azi, Bio Med Director, cell 734-882-7903, shaneazi@med.umich.edu; scheduling for week of Oct 27


10/21/2025 MHamersley - called 734-936-4000, xfer to Clin Eng, spoke to Patricia, she forwarded email to the team and has not heard back. I stressed that recall was past-due and we'd like to send FSE to remediate this recall; sent f/u email: psaxton@umich.edu


10/09/2025 MHamersley - called 734-936-4000, xfer to Clin Eng Dept, call disconnected x2; Offering next week (10/13) for FSE to come on site; sent f/u email: psaxton@umich.edu


09/23/2025 MHamersley - called 734-936-4000, xfer to Clinical Eng, spoke to Patricia White; sent email: psaxton@umich.edu


AVC AV US C-XDR: DE67541643, DE67541645, DE67541663, DE67541670, DE67541672, DE67541693

🔧 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 Sep 18, 1:54 PM
Case Number: 00528540
Subject: URGENT Philips WO Request
Status: Closed
📋
Work Order Created Sep 18, 2:11 PM
Work Order: WO-01305200
Type: FCO
Priority: PC
✅
Status: Ready for Release by Deon Malloy Sep 19, 2:07 PM
From: Entered
To: Ready for Release
Duration in Previous: 23h 56m
🚨 26.0 business days
📅
Status: Ready for Scheduling by Mary Hamersley Oct 27, 12:13 PM
From: Ready for Release
To: Ready for Scheduling
Duration in Previous: 37d 22h
🗓️
▶
3 Status: Scheduled Oct 28, 10:25 AM
Status: Scheduled → Dispatch Scheduled → Technician Assigned
📅
Dispatch Scheduled by Deon Malloy
Scheduled For: 2025-10-30T00:00:00.000+0000, 2025-10-30T04:00:00.000+0000, 2025-10-30T12:00:00.000+0000
👷
Technician Assigned by Deon Malloy
Technician: Bennet O Dartey
⏳ 3.0 business days
🔧
Status: Tech On Site by Bennet Dartey Oct 30, 9:21 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 1d 22h
⏱️
5x Labor Added Oct 30, 1:03 PM
Type: Labor, Travel
Status: Open
Qty: 3.5, 230
✔️
▶
2 Status: Completed Oct 30, 1:35 PM
Status: Completed → Status: Closed
🏁
Status: Closed by Bennet Dartey
From: Completed
To: Closed
Duration in Previous: 2m
⏱️
Labor Added Oct 31, 9:01 AM
Type: Labor
Status: Open
Qty: 0.016666666666667
📋
Status: 07e-Partial Project by Timothy Amburgey Oct 31, 9:10 AM
From: Closed
To: 07e-Partial Project
Duration in Previous: 19h 32m
⚠️ 5.0 business days
📄
Status: Ready to Bill by Timothy Amburgey Nov 6, 4:13 PM
From: 07e-Partial Project
To: Ready to Bill
Duration in Previous: 6d 8h
💰
Status: Invoiced by Josh Longway Nov 7, 4:01 AM
From: Ready to Bill
To: Invoiced
Duration in Previous: 11h 47m
⏳ 2.0 business days
🧾
Invoice Created Nov 10, 4:36 PM
Invoice Number: SM-245879

Bottlenecks

Entered
Duration: 1.7 business days (threshold: 4.0 business hours)
Exceeded by 1.2 business days
Ready for Scheduling
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 7.8 business hours
Scheduled
Duration: 3.0 business days (threshold: 2.0 business days)
Exceeded by 1.0 business days
Closed
Duration: 1.8 business days (threshold: 1.0 business days)
Exceeded by 6.4 business hours
Ready to Bill
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.8 business hours

🔗 Related Artifacts

📞
Case 00528540
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
FCO
Branch
ERLA - PROD
Technician
Bennet O Dartey
Scheduled
Oct 30, 8:00 AM
Created
Sep 18, 2:11 PM
Invoice #
SM-245879

Work Details (6)

Name Type Status Qty Amount Date
WL-02989957 Labor Open 3.5 $0.00 Oct 30, 1:03 PM
WL-02989958 Labor Open 3 $142.50 Oct 30, 1:03 PM
WL-02989959 Labor Open 3.5 $930.00 Oct 30, 1:03 PM
WL-02989960 Travel Open 230 $0.00 Oct 30, 1:03 PM
WL-02989961 Travel Open 230 $0.00 Oct 30, 1:03 PM
WL-02991347 Labor Open 0.016666666666667 $228.00 Oct 31, 9:01 AM

Details