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WO-01151867 ↗ 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
5d
▶ Clock Running
Status: Scheduled
Apr 24 → May 1, 2024
5 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 (4 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 → May 1 Scheduled ▶ Running 5 19 / 7
Dispatch 15.0d
Coordinators 6.0d
Billing 1.4d
✗ SLA Missed
Dispatch
15.0 days
Over SLA
Coordinators
6.0 days
Over SLA
Billing
1.4 days
Over SLA
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
🔄
9 transitions Status Changes
⚠️
19.0d 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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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 Invoiced
IOQ • Ben Heinz
Created: Apr 4, 2024 • Closed: May 1, 2024
WO-01151867 (current) 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 19.0 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
Closed
2.7d / 1.0d SLA
L2 Review
2.0d
Ready to Bill
1.4d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

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: Centrifuge rotor inspection, calibration, and IOQ completed
⚠️ 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, 9:52 AM
Work Order: WO-01151867
Type: IOQ
Priority: P7
🚨 15.0 business days
📅
Status: Ready for Scheduling by Alan Adams Apr 24, 12:18 PM
From: L2 Screening
To: Ready for Scheduling
Duration in Previous: 20d 2h
👷
▶
4 Status: Assigned Apr 24, 12:58 PM
Status: Assigned → Technician Assigned → Dispatch Scheduled → Status: Scheduled
👷
Technician Assigned by Carrie Wassam
Technician: 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: 2m
⚠️ 6.0 business days
⏱️
▶
2 Labor Added May 1, 2:35 PM
Labor Added → Status: Completed
✔️
Status: Completed by Ben Heinz
From: Scheduled, Completed
To: Completed, Closed
Duration in Previous: 7d 1h, 0m
👀
Status: L2 Review by Alan Adams May 2, 9:03 AM
From: Closed
To: L2 Review
Duration in Previous: 18h 27m
🏁
Status: Closed by Alan Adams May 3, 8:52 AM
From: L2 Review
To: Closed
Duration in Previous: 23h 48m
⏳ 1.0 business days
📄
Status: Ready to Bill by Hannah Shaw May 4, 11:45 PM
From: Closed
To: Ready to Bill
Duration in Previous: 1d 14h
⏳ 1.0 business days
📨
▶
2 Status: Invoice Pending May 6, 11:24 PM
Status: Invoice Pending → Status: Invoiced
💰
Status: Invoiced by Hannah Shaw
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: 5.9 business days (threshold: 2.0 business days)
Exceeded by 3.9 business days
Closed
Duration: 1.7 business days (threshold: 1.0 business days)
Exceeded by 5.4 business hours
Ready to Bill
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 3.4 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, 9:52 AM
Invoice #
SM-178715

Work Details (1)

Name Type Status Qty Amount Date
WL-02266481 Labor Open 1.25 $1,180.00 May 1, 2:35 PM

Details