Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01307656 ↗ ServiceMax

Steris • Installation • PC

📍 Houston Methodist Clear Lake Hospital — 18300 Houston Methodist Dr, Nassau Bay TX, 77058

Oct 3, 2025 → Nov 7, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Oct 31, 2025
✗ SLA Missed (5 biz days late)
Active: 24 biz days
🕐 Clock stopped: Tech Off Site (Nov 8, 2025)
▶ Clock Running
Status: Created
Oct 3 → Oct 3, 2025
0 business days (counted)
Running total: 0 of ? biz days used
3d
▶ Clock Running
Status: Ready for Scheduling
Oct 3 → Oct 8, 2025
3 business days (counted)
Running total: 3 of ? biz days used
▶ Clock Running
Status: Assigned
Oct 8 → Oct 8, 2025
0 business days (counted)
Running total: 3 of ? biz days used
9d
▶ Clock Running
Status: Scheduled
Oct 8 → Oct 22, 2025
9 business days (counted)
Running total: 12 of ? biz days used
▶ Clock Running
Status: Tech On Site
Oct 22 → Oct 23, 2025
1 business day (counted)
Running total: 13 of ? biz days used
▶ Clock Running
Status: Tech Off Site
Oct 23 → Oct 23, 2025
0 business days (counted)
Running total: 13 of ? biz days used
▶ Clock Running
Status: Tech On Site
Oct 23 → Oct 23, 2025
0 business days (counted)
Running total: 13 of ? biz days used
▶ Clock Running
Status: Tech Off Site
Oct 23 → Oct 24, 2025
1 business day (counted)
Running total: 14 of ? biz days used
▶ Clock Running
Status: Completed
Oct 24 → Oct 24, 2025
0 business days (counted)
Running total: 14 of ? biz days used
2d
▶ Clock Running
Status: Closed
Oct 24 → Oct 28, 2025
2 business days (counted)
Running total: 16 of ? biz days used
▶ Clock Running
Status: Reschedule
Oct 28 → Oct 28, 2025
0 business days (counted)
Running total: 16 of ? biz days used
6d
▶ Clock Running
Status: Scheduled
Oct 28 → Nov 5, 2025
6 business days (counted)
Running total: 22 of ? biz days used
▶ Clock Running
Status: Tech On Site
Nov 5 → Nov 6, 2025
1 business day (counted)
Running total: 23 of ? biz days used
▶ Clock Running
Status: Tech Off Site
Nov 6 → Nov 7, 2025
1 business day (counted)
Running total: 24 of ? biz days used
▶ Clock Running
Status: Tech On Site
Nov 7 → Nov 8, 2025
0 business days (counted)
Running total: 24 of ? biz days used
Created: Oct 3, 2025 Tech Off Site: Nov 8, 2025
Show SLA Clock Detail (15 periods)
Period Status Clock Biz Days Running Total
Oct 3 → Oct 3 Created ▶ Running 0 0
Oct 3 → Oct 8 Ready for Scheduling ▶ Running 3 3
Oct 8 → Oct 8 Assigned ▶ Running 0 3
Oct 8 → Oct 22 Scheduled ▶ Running 9 12
Oct 22 → Oct 23 Tech On Site ▶ Running 1 13
Oct 23 → Oct 23 Tech Off Site ▶ Running 0 13
Oct 23 → Oct 23 Tech On Site ▶ Running 0 13
Oct 23 → Oct 24 Tech Off Site ▶ Running 1 14
Oct 24 → Oct 24 Completed ▶ Running 0 14
Oct 24 → Oct 28 Closed ▶ Running 2 16
Oct 28 → Oct 28 Reschedule ▶ Running 0 16
Oct 28 → Nov 5 Scheduled ▶ Running 6 22
Nov 5 → Nov 6 Tech On Site ▶ Running 1 23
Nov 6 → Nov 7 Tech Off Site ▶ Running 1 24
Nov 7 → Nov 8 Tech On Site ▶ Running 0 24
Dispatch 0.0d
Coordinators 20.0d
Field Work 7.9d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
20.0 days
Over SLA
Field Work
7.9 days
Over SLA
Created: Oct 3, 2025 Due: Oct 31, 2025 Completed: Nov 8, 2025 (7 days late)
📅
25.0 days Total Age
⏱️
9.8d in Scheduled Longest Stage
🔄
17 transitions Status Changes
⚠️
16.4d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
33 lines Work Details
🚩
5 visits On-Site Trips
👤
Self-Scheduled Scheduling
🚨
5 On-Site Visits (1 reschedule)
5 on-site visits — critical red flag: repeated failure to resolve
👤 Self-scheduled by Saul Morales — scheduling delays attributed to technician, not coordinators
Visit 1 Oct 22, 2025
Visit 2 Oct 23, 2025
Visit 3 Oct 24, 2025
Visit 4 Nov 5, 2025
Visit 5 Nov 7, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00532419
Houston Methodist Clear Lake - SOA 17647796 / SOA 19095891
Closed
Select Item 1 Q-00030423 INSTALL HARMONY EMS WITH ARMS, INSIGHT, CARRRIER INSTALL HARMONY EMS WITH ARMS, INSIGHT, CARRRIER INSTALL PREASSEMLED HARMONY LIGHT WITH FPM
Priority
Standard
Origin
Email
Reason
New Case
Contact
Edward Pollack
Owner
Kimberly Hardison
Created
Oct 2, 2025
Work Orders from this Case (1)
WO-01307656 (current) Invoiced
Installation • Saul Morales
Created: Oct 3, 2025 • Closed: Nov 7, 2025
Completed with significant delays
Invoiced • 152 days old
🚨
Primary Delay 9.8 days stuck in "Scheduled"
⏱️
Total Delay 16.4 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
4.0d / 1.0d SLA
Scheduled
16.0d / 2.0d SLA
Tech On Site
3.7d / 1.0d SLA
Tech Off Site
3.2d / 2.0d SLA
Completed
1.0d / 1.0d SLA
Closed
3.4d / 1.0d SLA
Reschedule
0.0d / 2.0d SLA
Ready to Bill
0.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

11/03/254 NFloyd - The SOA #s and PO amount we crossed when the PO was received. Emailed Ed to request PO correction.


10-28 Pgreen Per IPM need to head back and install plastics as they were not installed.


11-5-25


Arrived onsite

Spoke to Gc

Began working on plastics for booms.

Got plastics on booms. 

Started working on canopies for booms. 

As i was trying to place canopy I realized the hole was to big and needed to be shortened on all 3 holes. 

Spoke to GC and Steris contact about issue.

GC said he would have someone take care of it tomorrow and I told him and Steve with Steris I will return on Friday to set canopies.

I had to Lower the triple arm light because it was to high, but was at spec height. 

I could not get the the canopy cover on due to no space.

Will return Friday to complete so Steris can do startup


1-7-25


Arrived onsite

Met with Tom from Steris integration

We worked together to complete job

Had to drop light further in order to fit ambient light

Job complete


🔧 Work Performed
10/23/25 Arrived this morning to install 3 Steris units. All three units were installed and will be ready for integration. We were advised NO Trim and or Plastics are to be installed until after Integration which will take place on the 3rd of November. This was conveyed to us by Cody the GC. Controller was installed and wires run to the HUB BREAKOUT and are ready for power. There was NO power to test the system. Trash and Refuse was being removed by the Contractor as they need to remove it between 0500-0700am. All units are level and light arms were adjusted for weight and smooth movement. Cody advised he was pleased with the trouble shooting we had to get through as for the miscommunication on the original time to arrive for this project. 10/22/25 Arrived and placed the waiting booms in the room to stage for in the morning's installation. 11-5-25 Arrived onsite Spoke to Gc Began working on plastics for booms. Got plastics on booms. Started working on canopies for booms. As i was trying to place canopy I realized the hole was to big and needed to be shortened on all 3 holes. Spoke to GC and Steris contact about issue. GC said he would have someone take care of it tomorrow and I told him and Steve with Steris I will return on Friday to set canopies. I had to Lower the triple arm light because it was to high, but was at spec height. I could not get the the canopy cover on due to no space. Will return Friday to complete so Steris can do startup 11-7-25 Arrived onsite Met with Tom from Steris integration We worked together to complete job Had to drop light further in order to fit ambient light Job complete
🔍 Technician Findings
Arrived to find 2 ANA booms and 1 triple arm boom ready for installation
⚠️ Problem Description
Select Item 1 Q-00030423 INSTALL HARMONY EMS WITH ARMS, INSIGHT, CARRRIER INSTALL HARMONY EMS WITH ARMS, INSIGHT, CARRRIER INSTALL PREASSEMLED HARMONY LIGHT WITH FPM

Timeline

📞
Case Linked Oct 2, 11:01 AM
Case Number: 00532419
Subject: Houston Methodist Clear Lake - SOA 17647796 / SOA 19095891
Status: Closed
⏳ 2.0 business days
📋
▶
2 Work Order Created Oct 3, 11:42 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Kimberly Hardison
From: Entered
To: Ready for Scheduling
Duration in Previous: 3m
⏳ 4.0 business days
👷
▶
3 Technician Assigned Oct 8, 1:47 PM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling, Assigned
To: Assigned, Scheduled
Duration in Previous: 5d 2h, 0m
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-10-22T13:00:00.000+0000
🚨 10.0 business days
🔧
Status: Tech On Site by Scott Yelverton Oct 22, 6:13 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 14d 4h
🚗
▶
2 Status: Tech Off Site Oct 22, 11:06 PM
Status: Tech Off Site → 4x Labor Added
⏱️
4x Labor Added
Type: Labor, Expenses, Travel
Status: Open
Qty: 7.5, 1, 52
🚗
3x Travel Added Oct 22, 11:19 PM
Type: Travel, Labor
Status: Open
Qty: 51.5, 5.25, 1.0833333333333
🔧
Status: Tech On Site by Scott Yelverton Oct 23, 8:03 AM
From: Tech Off Site
To: Tech On Site
Duration in Previous: 8h 57m
🚗
▶
3 Status: Tech Off Site Oct 23, 7:44 PM
Status: Tech Off Site → 5x Labor Added → Expenses Added
⏱️
5x Labor Added
Type: Labor, Travel
Status: Open
Qty: 1.5, 9, 2, 52
💵
Expenses Added
Type: Expenses
Status: Open
Qty: 1
✔️
▶
2 Status: Completed Oct 23, 9:18 PM
Status: Completed → 5x Travel Added
🚗
5x Travel Added
Type: Travel, Labor
Status: Open
Qty: 53.9, 1.5, 8, 1.75, 52.3
💵
Expenses Added Oct 24, 6:59 AM
Type: Expenses
Status: Open
Qty: 1
⏱️
▶
2 Labor Added Oct 24, 4:39 PM
Labor Added → Travel Added
🚗
Travel Added
Type: Travel
Status: Open
Qty: 240
🏁
Status: Closed by Robert Butler Oct 24, 5:11 PM
From: Completed
To: Closed
Duration in Previous: 19h 52m
⏳ 2.9 business days
🔄
▶
4 Status: Reschedule Oct 28, 6:00 PM
Status: Reschedule → Technician Assigned → Dispatch Scheduled → Status: Scheduled
👷
Technician Assigned by Peter Green
Technician: Saul Morales
📅
Dispatch Scheduled by Peter Green
Scheduled For: 2025-11-05T15:00:00.000+0000
🗓️
Status: Scheduled by Peter Green
From: Reschedule
To: Scheduled
Duration in Previous: 1m
⚠️ 6.7 business days
🔧
Status: Tech On Site by Saul Morales Nov 5, 10:03 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 7d 17h
🚗
▶
2 Status: Tech Off Site Nov 5, 7:25 PM
Status: Tech Off Site → 6x Labor Added
⏱️
6x Labor Added
Type: Labor, Travel, Expenses
Status: Open
Qty: 2.25, 7.75, 2.5, 96, 1
⏳ 2.6 business days
🔧
Status: Tech On Site by Saul Morales Nov 7, 8:07 AM
From: Tech Off Site
To: Tech On Site
Duration in Previous: 1d 12h
🚗
Status: Tech Off Site by Saul Morales Nov 7, 7:51 PM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 11h 44m
⏱️
▶
2 6x Labor Added Nov 7, 7:58 PM
6x Labor Added → Status: Completed
✔️
Status: Completed by Saul Morales
From: Tech Off Site, Completed
To: Completed, Closed
Duration in Previous: 8m, 0m
⏳ 1.5 business days
📄
Status: Ready to Bill by Nicole Floyd Nov 11, 2:52 PM
From: Closed
To: Ready to Bill
Duration in Previous: 3d 18h
📨
Status: Invoice Pending by Yecenia Campos Nov 11, 4:57 PM
From: Ready to Bill, Invoice Pending
To: Invoice Pending, Invoiced
Duration in Previous: 2h 5m, 0m
⏳ 3.0 business days
🧾
Invoice Created Nov 15, 11:40 AM
Invoice Number: SM-246243

Bottlenecks

Ready for Scheduling
Duration: 4.0 business days (threshold: 1.0 business days)
Exceeded by 3.0 business days
Scheduled
Duration: 9.8 business days (threshold: 2.0 business days)
Exceeded by 7.8 business days
Closed
Duration: 2.4 business days (threshold: 1.0 business days)
Exceeded by 1.4 business days
Scheduled
Duration: 6.2 business days (threshold: 2.0 business days)
Exceeded by 4.2 business days
Tech On Site
Duration: 1.1 business days (threshold: 1.0 business days)
Exceeded by 0.4 business hours

🔗 Related Artifacts

📞
Case 00532419
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Installation
Branch
N/A
Technician
Saul Morales
Scheduled
Nov 5, 10:00 AM
Created
Oct 3, 11:42 AM
Invoice #
SM-246243

Work Details (33)

Name Type Status Qty Amount Date
WL-02980967 Labor Open 7.5 $4,500.00 Oct 22, 11:07 PM
WL-02980970 Expenses Open 1 $0.00 Oct 22, 11:08 PM
WL-02980969 Travel Open 52 $0.00 Oct 22, 11:08 PM
WL-02980968 Travel Open 52 $0.00 Oct 22, 11:08 PM
WL-02980988 Travel Open 51.5 $0.00 Oct 22, 11:19 PM
WL-02980986 Labor Open 5.25 $0.00 Oct 22, 11:19 PM
WL-02980987 Labor Open 1.0833333333333 $0.00 Oct 22, 11:19 PM
WL-02982267 Labor Open 1.5 $0.00 Oct 23, 7:47 PM
WL-02982268 Labor Open 9 $0.00 Oct 23, 7:47 PM
WL-02982269 Labor Open 2 $0.00 Oct 23, 7:47 PM
WL-02982270 Travel Open 52 $0.00 Oct 23, 7:47 PM
WL-02982271 Travel Open 52 $0.00 Oct 23, 7:47 PM
WL-02982272 Expenses Open 1 $0.00 Oct 23, 7:48 PM
WL-02982425 Travel Open 53.9 $0.00 Oct 23, 9:22 PM
WL-02982422 Labor Open 1.5 $0.00 Oct 23, 9:22 PM
WL-02982423 Labor Open 8 $0.00 Oct 23, 9:22 PM
WL-02982424 Labor Open 1.75 $0.00 Oct 23, 9:22 PM
WL-02982426 Travel Open 52.3 $0.00 Oct 23, 9:22 PM
WL-02982638 Expenses Open 1 $0.00 Oct 24, 6:59 AM
WL-02983589 Labor Open 5.5 $0.00 Oct 24, 4:39 PM
WL-02983593 Travel Open 240 $0.00 Oct 24, 4:40 PM
WL-02997782 Labor Open 2.25 $0.00 Nov 5, 7:29 PM
WL-02997783 Labor Open 7.75 $0.00 Nov 5, 7:29 PM
WL-02997784 Labor Open 2.5 $0.00 Nov 5, 7:29 PM
WL-02997785 Travel Open 96 $0.00 Nov 5, 7:29 PM
WL-02997786 Travel Open 96 $0.00 Nov 5, 7:29 PM
WL-02997787 Expenses Open 1 $0.00 Nov 5, 7:29 PM
WL-03000737 Labor Open 1.5 $0.00 Nov 7, 7:58 PM
WL-03000738 Labor Open 9 $0.00 Nov 7, 7:58 PM
WL-03000739 Labor Open 2.5 $0.00 Nov 7, 7:58 PM
WL-03000740 Travel Open 96 $0.00 Nov 7, 7:58 PM
WL-03000741 Travel Open 96 $0.00 Nov 7, 7:58 PM
WL-03000742 Expenses Open 1 $0.00 Nov 7, 7:58 PM

Details