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WO-01151865 ↗ ServiceMax

AVANTOR SERVICES (FORMERLY VWR CATALYST) • IOQ • P7

📍 Guardant Health Redwood City — 505 Penobscot Drive, Redwood City CA, 94063

Apr 4, 2024 → May 1, 2024

✅ Completed
P7
SLA Clock
7 business days from creation · Target: Apr 15, 2024
✗ SLA Missed (12 biz days late)
Active: 19 biz days
Budget: 7 biz days
🕐 Clock stopped: Completed (May 1, 2024)
SLA Target
14d
▶ Clock Running
Status: Created
Apr 4 → Apr 24, 2024
14 business days (counted)
Running total: 14 of 7 biz days used
▶ Clock Running
Status: Ready for Scheduling
Apr 24 → Apr 24, 2024
0 business days (counted)
Running total: 14 of 7 biz days used
▶ Clock Running
Status: Assigned
Apr 24 → Apr 24, 2024
0 business days (counted)
Running total: 14 of 7 biz days used
▶ Clock Running
Status: Scheduled
Apr 24 → Apr 24, 2024
0 business days (counted)
Running total: 14 of 7 biz days used
▶ Clock Running
Status: Entered
Apr 24 → Apr 24, 2024
0 business days (counted)
Running total: 14 of 7 biz days used
▶ Clock Running
Status: Assigned
Apr 24 → Apr 24, 2024
0 business days (counted)
Running total: 14 of 7 biz days used
5d
▶ Clock Running
Status: Scheduled
Apr 24 → May 1, 2024
5 business days (counted)
Running total: 19 of 7 biz days used
▶ Clock Running
Status: Tech On Site
May 1 → May 1, 2024
0 business days (counted)
Running total: 19 of 7 biz days used
Created: Apr 4, 2024 Completed: May 1, 2024
Business Days Used 19 / 7
0 7d budget +12d over
Show SLA Clock Detail (8 periods)
Period Status Clock Biz Days Running Total
Apr 4 → Apr 24 Created ▶ Running 14 14 / 7
Apr 24 → Apr 24 Ready for Scheduling ▶ Running 0 14 / 7
Apr 24 → Apr 24 Assigned ▶ Running 0 14 / 7
Apr 24 → Apr 24 Scheduled ▶ Running 0 14 / 7
Apr 24 → Apr 24 Entered ▶ Running 0 14 / 7
Apr 24 → Apr 24 Assigned ▶ Running 0 14 / 7
Apr 24 → May 1 Scheduled ▶ Running 5 19 / 7
May 1 → May 1 Tech On Site ▶ Running 0 19 / 7
Dispatch 15.0d
Coordinators 6.0d
Field Work 0.5d
Billing 1.0d
✗ SLA Missed
Dispatch
15.0 days
Over SLA
Coordinators
6.0 days
Over SLA
Field Work
0.5 days
Billing
1.0 days
Created: Apr 4, 2024 Due: Apr 15, 2024 Completed: May 1, 2024 (15 days late)
📅
20.0 days Total Age
⏱️
15.0d in L2 Screening Longest Stage
🔄
15 transitions Status Changes
⚠️
18.2d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
5 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00383390
4/3 AM waiting on info from site - RE: IOQ service
Closed
Important: This purchase order is subject to the terms and conditions located at http://www.vwr.com/suppliers/terms.html, and those terms are hereby incorporated by reference. Order Comments: Subu Shyamala Govindarajan <sgovindarajan@guardanthealth.com> Eppendorf 5810R S/N - 5811LH096723 S/N # 5811LH096687 S/N # 5811LH296685 S/N # 5811LH396721
Priority
Standard
Origin
Email
Reason
New Case
Contact
Subu Govindarajan
Owner
Destiny Rinehart
Created
Apr 2, 2024
Work Orders from this Case (4)
WO-01151863 Invoiced
IOQ • Ben Heinz
Created: Apr 4, 2024 • Closed: May 1, 2024
WO-01151864 On Hold
IOQ
Created: Apr 4, 2024
WO-01151865 (current) Invoiced
IOQ • Ben Heinz
Created: Apr 4, 2024 • Closed: May 1, 2024
WO-01151867 Invoiced
IOQ • Ben Heinz
Created: Apr 4, 2024 • Closed: May 1, 2024
Completed with significant delays
Invoiced • 861 days old
🚨
Primary Delay 15.0 days stuck in "L2 Screening"
⏱️
Total Delay 18.2 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
L2 Screening
15.0d / 1.0d SLA
Ready for Scheduling
0.1d / 1.0d SLA
Assigned
0.0d / 0.5d SLA
Scheduled
5.9d / 2.0d SLA
Tech On Site
0.4d / 1.0d SLA
Completed
0.2d / 1.0d SLA
Closed
3.0d / 1.0d SLA
L2 Review
2.0d
WO Correction Needed
1.0d
Ready to Bill
0.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

5.5.24 HS - missing travel mileage both ways

4/24 Cwassam scheduled per email from Marinel Alcantara/ per teams message from MH schedule for all 6 units

🔧 Work Performed
01 May 2024 BHeinz: Drove from hotel to Guardant Redwood City. Centrifuge rotor inspection, calibration, and IOQ completed
🔍 Technician Findings
unit working
⚠️ Problem Description
Important: This purchase order is subject to the terms and conditions located at http://www.vwr.com/suppliers/terms.html, and those terms are hereby incorporated by reference. Order Comments: Subu Shyamala Govindarajan Eppendorf 5810R S/N - 5811LH096723 S/N # 5811LH096687 S/N # 5811LH296685 S/N # 5811LH396721
📄 Description
Eppendorf Centrifuge Benchtop Refrigerated or Constant Temp 5810 Series (5810 5810 R)

Timeline

📞
Case Linked Apr 2, 1:30 PM
Case Number: 00383390
Subject: 4/3 AM waiting on info from site - RE: IOQ service
Status: Closed
⏳ 3.0 business days
📋
Work Order Created Apr 4, 9:51 AM
Work Order: WO-01151865
Type: IOQ
Priority: P7
🚨 15.0 business days
📅
Status: Ready for Scheduling by Alan Adams Apr 24, 12:17 PM
From: L2 Screening
To: Ready for Scheduling
Duration in Previous: 20d 2h
👷
▶
5 Technician Assigned Apr 24, 12:59 PM
Technician Assigned → Status: Assigned → Technician Assigned → Dispatch Scheduled → Status: Scheduled
👷
Status: Assigned by Carrie Wassam
From: Ready for Scheduling
To: Assigned
Duration in Previous: 41m
👷
Technician Assigned by Carrie Wassam
Technician: a0hF0000005S4k3IAC, Ben Heinz
📅
Dispatch Scheduled by Carrie Wassam
Scheduled For: 2024-04-30T16:00:00.000+0000
🗓️
Status: Scheduled by Carrie Wassam
From: Assigned
To: Scheduled
Duration in Previous: 1m
🆕
▶
4 Status: Entered Apr 24, 2:48 PM
Status: Entered → Technician Assigned → Dispatch Scheduled → Status: Scheduled
👷
Technician Assigned by Carrie Wassam
Technician: a0hF0000005S4k3IAC, Ben Heinz
📅
Dispatch Scheduled by Carrie Wassam
Scheduled For: 2024-04-30T16:00:00.000+0000
🗓️
Status: Scheduled by Carrie Wassam
From: Assigned
To: Scheduled
Duration in Previous: 1m
⚠️ 6.0 business days
🔧
Status: Tech On Site by Ben Heinz May 1, 11:42 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 6d 20h
⏱️
▶
2 2x Labor Added May 1, 2:35 PM
2x Labor Added → Status: Completed
✔️
Status: Completed by Ben Heinz
From: Tech On Site
To: Completed
Duration in Previous: 2h 53m
⏱️
▶
2 Labor Added May 1, 3:53 PM
Labor Added → Status: Closed
🏁
Status: Closed by Ben Heinz
From: Completed
To: Closed
Duration in Previous: 1h 17m
👀
Status: L2 Review by Alan Adams May 2, 9:39 AM
From: Closed
To: L2 Review
Duration in Previous: 17h 45m
🏁
Status: Closed by Alan Adams May 3, 8:49 AM
From: L2 Review
To: Closed
Duration in Previous: 23h 9m
⏳ 1.0 business days
✏️
Status: WO Correction Needed by Hannah Shaw May 4, 11:48 PM
From: Closed
To: WO Correction Needed
Duration in Previous: 1d 14h
⏳ 1.0 business days
🚗
▶
2 2x Travel Added May 6, 7:06 PM
2x Travel Added → Status: Closed
🏁
Status: Closed by Ben Heinz
From: WO Correction Needed
To: Closed
Duration in Previous: 1d 19h
📄
▶
2 Status: Ready to Bill May 6, 11:23 PM
Status: Ready to Bill → Status: Invoice Pending
📨
Status: Invoice Pending by Hannah Shaw
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 1m
💰
Status: Invoiced by Hannah Shaw May 6, 11:28 PM
From: Invoice Pending
To: Invoiced
Duration in Previous: 3m
🚨 164.1 business days
🧾
Invoice Created Jan 4, 4:23 PM
Invoice Number: SM-178715

Bottlenecks

L2 Screening
Duration: 15.0 business days (threshold: 1.0 business days)
Exceeded by 14.0 business days
Scheduled
Duration: 5.6 business days (threshold: 2.0 business days)
Exceeded by 3.6 business days
Closed
Duration: 1.5 business days (threshold: 1.0 business days)
Exceeded by 4.1 business hours

🔗 Related Artifacts

📞
Case 00383390
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P7
Type
IOQ
Branch
N/A
Technician
Ben Heinz
Scheduled
Apr 30, 12:00 PM
Created
Apr 4, 9:51 AM
Invoice #
SM-178715

Work Details (5)

Name Type Status Qty Amount Date
WL-02266483 Labor Open 0.66666666666667 $0.00 May 1, 2:35 PM
WL-02266484 Labor Open 1.25 $1,180.00 May 1, 2:35 PM
WL-02266667 Labor Open 0.58333333333333 $0.00 May 1, 3:53 PM
WL-02275232 Travel Open 18 $0.00 May 6, 7:06 PM
WL-02275233 Travel Open 18 $0.00 May 6, 7:06 PM

Details