Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01327869 ↗ ServiceMax

PHILIPS HEALTHCARE • FCO • PC

📍 Nemours Alfred I DuPont Hospital — 1600 Rockland Rd, Wilmington DE, 19803

Dec 23, 2025 → Feb 15, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Dec 31, 2026
✓ SLA Met (219 biz days early)
Active: 35 biz days
🕐 Clock stopped: Completed (Feb 15, 2026)
3d
▶ Clock Running
Status: Created
Dec 23 → Dec 29, 2025
3 business days (counted)
Running total: 3 of ? biz days used
22d
▶ Clock Running
Status: Ready for Scheduling
Dec 29 → Jan 30, 2026
22 business days (counted)
Running total: 25 of ? biz days used
▶ Clock Running
Status: Assigned
Jan 30 → Jan 30, 2026
0 business days (counted)
Running total: 25 of ? biz days used
▶ Clock Running
Status: Scheduled
Jan 30 → Jan 30, 2026
0 business days (counted)
Running total: 25 of ? biz days used
▶ Clock Running
Status: Entered
Jan 30 → Jan 30, 2026
0 business days (counted)
Running total: 25 of ? biz days used
▶ Clock Running
Status: Scheduled
Jan 30 → Jan 31, 2026
0 business days (counted)
Running total: 25 of ? biz days used
▶ Clock Running
Status: Entered
Jan 31 → Jan 31, 2026
0 business days (counted)
Running total: 25 of ? biz days used
▶ Clock Running
Status: Assigned
Jan 31 → Jan 31, 2026
0 business days (counted)
Running total: 25 of ? biz days used
10d
▶ Clock Running
Status: Scheduled
Jan 31 → Feb 15, 2026
10 business days (counted)
Running total: 35 of ? biz days used
Created: Dec 23, 2025 Completed: Feb 15, 2026
Show SLA Clock Detail (9 periods)
Period Status Clock Biz Days Running Total
Dec 23 → Dec 29 Created ▶ Running 3 3
Dec 29 → Jan 30 Ready for Scheduling ▶ Running 22 25
Jan 30 → Jan 30 Assigned ▶ Running 0 25
Jan 30 → Jan 30 Scheduled ▶ Running 0 25
Jan 30 → Jan 30 Entered ▶ Running 0 25
Jan 30 → Jan 31 Scheduled ▶ Running 0 25
Jan 31 → Jan 31 Entered ▶ Running 0 25
Jan 31 → Jan 31 Assigned ▶ Running 0 25
Jan 31 → Feb 15 Scheduled ▶ Running 10 35
Dispatch 3.5d
Coordinators 34.0d
✓ SLA Met
Dispatch
3.5 days
Over SLA
Coordinators
34.0 days
Over SLA
Created: Dec 23, 2025 Due: Dec 31, 2026 Completed: Feb 15, 2026 (319 days early)
📅
35.5 days Total Age
⏱️
23.0d in Ready for Scheduling Longest Stage
🔄
6 transitions Status Changes
⚠️
34.0d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
1 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Completed with significant delays
Invoiced • 71 days old
🚨
Primary Delay 23.0 days stuck in "Ready for Scheduling"
⏱️
Total Delay 34.0 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
3.5d / 0.5d SLA
Ready for Scheduling
23.0d / 1.0d SLA
Scheduled
11.0d / 2.0d SLA
Closed
2.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

01/29/2026 MNewman - Fady called Bob 302-298-7538. Bob advised that these were removed from service.

01/27/2026 RFosbury tried call Bob Schofield a few time and line is busy. Sending FU email.

01/16/2026 RFosbury  LVM for Bob Schofield and sent FU email to rs0054@nemours.org

01/14/2026 RFosbury RFosbury LVM for Bob Schofield and sent FU email to rs0054@nemours.org

1/08/2025 RFosbury LVM for Bob Schofield and sent FU email to rs0054@nemours.org, seeing if Rick can return Jan 15th and 16th

12/23/2025 SRobinson- Created follow up WO for the remaining. (Old wO-01315512) -Follow up notes - Need EWO for WO-14163060


-Previous notes -

12/10/2025 RFosbury - reassign to Rick C. Same dates.

12/04/2025 RFosbury - Rodney C to return DEC 15 - DEC 19th

12/03/2025 RFosbury Called Bob Schofield at 302-256-6460 LVM and sent FU email to Robert.Schofield@nemours.org

12/03/2025 RFosbury - called number on Jeff's out of office and was told to call Bob Schofield at 302-256-6460 

11/24/2025 RFosbury - dispatched to Rodney to transfer parts.

11/20/2025 RFosbury - sent email to Jeff.Lilly@nemours.org proposing we return DEC 15th - DEC 23rd

11/17/2025 SRobinson-Created follow up Wo for the remaining. (Old Wo-01313748) -Follow up notes - Work order needed for remaining devices.


-Previous notes -

11/07/2025 RFosbury - dispatching to Rodney NOV 10 - NOV 14

11/07/2025 SRobinson- Created follow up WO for the remaining. (Old WO-01245095) -Follow up notes - Return to site next week to continue service.



-Previous notes -

10/24/2025 RFosbury - spoke with Jeff Lilly and have Rodney scheduled for NOV 5th - NOV 14th

10/21/2025 RFosbury - sent email to Jeff.Lilly@nemours.org proposing FSE on site NOV 5th and 6th

10/06/2025 RFosbury - Called 302-332-2266, LMV sent FU email to Jeff.Lilly@nemours.org proposing FSE on site OCT 22nd - 30th. 


09/18/2025 RFosbury - emailed rs0054@nemours.org & Jeff.Lilly@nemours.org to confirm inventory


07/11/2025 MHamersley - called 302-332-2266, call went to VM/LM; f/u email sent: Jeff.Lilly@nemours.org


05/27/2025 MHamersley - called 302-256-6460, call went to VM/LM; sent f/u email: rs0054@nemours.org


05/15/2025 MHamersley - called 302-256-6460, Bob Schofield, call went to VM/LM; sent email: rs0054@nemours.org

🔧 Work Performed
Trilogy EV300 Ventilator - Machine Flow Sensor Inaccurate Flow Measurements and/or Delivery
⚠️ Problem Description
Trilogy EV300 Ventilator - Machine Flow Sensor Inaccurate Flow Measurements and/or Delivery
📄 Description
Philips Trilogy EV300 Hospital Ventilator (DS2200X11B / 989805661881)
📞 Call Description
FCO86600081

Timeline

📋
Work Order Created Dec 23, 3:16 PM
Work Order: WO-01327869
Type: FCO
Priority: PC
4.0 business days
📅
Status: Ready for Scheduling by Rich Fosbury Dec 29, 8:49 AM
From: Entered
To: Ready for Scheduling
Duration in Previous: 5d 17h
🚨 23.0 business days
👷
3 Technician Assigned Jan 30, 10:58 AM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Mandy Newman
From: Ready for Scheduling, Assigned
To: Assigned, Scheduled
Duration in Previous: 32d 2h, 0m
📅
Dispatch Scheduled by Mandy Newman
Scheduled For: 2026-01-29T13:00:00.000+0000
🆕
3 Status: Entered Jan 30, 2:08 PM
Status: Entered → Technician Assigned → Dispatch Scheduled
👷
Technician Assigned by Rebecca Arnold
Technician: Fady Khouzam
📅
Dispatch Scheduled by Rebecca Arnold
Scheduled For: 2026-01-30T13:00:00.000+0000
🆕
3 Status: Entered Jan 31, 9:53 AM
Status: Entered → Technician Assigned → Dispatch Scheduled
👷
Technician Assigned by Mandy Newman
Technician: Fady Messak
📅
Dispatch Scheduled by Mandy Newman
Scheduled For: 2026-01-30T13:00:00.000+0000
🚨 10.0 business days
⏱️
2 Labor Added Feb 15, 7:43 AM
Labor Added → Status: Completed
✔️
Status: Completed by Fady Messak
From: Scheduled, Completed
To: Completed, Closed
Duration in Previous: 14d 21h, 0m
2.0 business days
📄
Status: Ready to Bill by Timothy Amburgey Feb 18, 1:17 PM
From: Closed, Ready to Bill, Invoice Pending
To: Ready to Bill, Invoice Pending, Invoiced
Duration in Previous: 3d 5h, 0m
⚠️ 8.0 business days
🧾
Invoice Created Feb 27, 7:39 AM
Invoice Number: SM-254286

Bottlenecks

Entered
Duration: 3.5 business days (threshold: 4.0 business hours)
Exceeded by 3.0 business days
Ready for Scheduling
Duration: 23.0 business days (threshold: 1.0 business days)
Exceeded by 22.0 business days
Scheduled
Duration: 10.0 business days (threshold: 2.0 business days)
Exceeded by 8.0 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days

🔗 Related Artifacts

No related artifacts

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
FCO
Branch
ERLA - PROD
Technician
Fady Messak
Scheduled
Jan 30, 8:00 AM
Created
Dec 23, 3:16 PM
Invoice #
SM-254286

Work Details (1)

Name Type Status Qty Amount Date
WL-03106406 Labor Open 0.083333333333333 $0.00 Feb 15, 7:43 AM

Details