Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01243427 ↗ ServiceMax

PHILIPS HEALTHCARE • FCO • PC

📍 The Mary Imogene BassettHospital — 1 Atwell Rd, Cooperstown NY, 13326

Jan 30, 2025 → Jun 13, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Dec 31, 2026
✓ SLA Met (137 biz days early)
Active: 304 biz days
Paused: 36 biz days
🕐 Clock stopped: Tech Off Site (Jun 11, 2026)
▶ Clock Running
Status: Created
Jan 31 → Jan 31, 2025
0 business days (counted)
Running total: 0 of ? biz days used
180d
▶ Clock Running
Status: On Hold
Jan 31 → Oct 20, 2025
180 business days (counted)
Running total: 180 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Oct 20 → Oct 21, 2025
1 business day (counted)
Running total: 181 of ? biz days used
⏸36d
⏸ Clock Paused
Status: Ready for Release
Oct 21 → Dec 15, 2025
36 business days (not counted)
116d
▶ Clock Running
Status: Ready for Scheduling
Dec 15 → Jun 2, 2026
116 business days (counted)
Running total: 297 of ? biz days used
▶ Clock Running
Status: Assigned
Jun 2 → Jun 2, 2026
0 business days (counted)
Running total: 297 of ? biz days used
▶ Clock Running
Status: Scheduled
Jun 2 → Jun 10, 2026
6 business days (counted)
Running total: 303 of ? biz days used
▶ Clock Running
Status: Tech On Site
Jun 10 → Jun 11, 2026
1 business day (counted)
Running total: 304 of ? biz days used
Created: Jan 31, 2025 Tech Off Site: Jun 11, 2026
Show SLA Clock Detail (8 periods)
Period Status Clock Biz Days Running Total
Jan 31 → Jan 31 Created ▶ Running 0 0
Jan 31 → Oct 20 On Hold ▶ Running 180 180
Oct 20 → Oct 21 Ready for Scheduling ▶ Running 1 181
Oct 21 → Dec 15 Ready for Release ⏸ Paused 36
Dec 15 → Jun 2 Ready for Scheduling ▶ Running 116 297
Jun 2 → Jun 2 Assigned ▶ Running 0 297
Jun 2 → Jun 10 Scheduled ▶ Running 6 303
Jun 10 → Jun 11 Tech On Site ▶ Running 1 304
Dispatch 1.0d
Holding 218.0d (excluded)
Coordinators 124.8d
Field Work 3.1d
Billing 0.4d
✓ SLA Met
Dispatch
1.0 days
Over SLA
Holding (excluded from total)
218.0 days
Coordinators
124.8 days
Over SLA
Field Work
3.1 days
Over SLA
Billing
0.4 days
Created: Jan 31, 2025 Due: Dec 31, 2026 Completed: Jun 13, 2026 (201 days early)
📅
342.0 days Total Age
⏱️
181.0d in On Hold Longest Stage
🔄
12 transitions Status Changes
⚠️
121.4d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
9 lines Work Details
🏠
2 visits On-Site Trips
👤
Self-Scheduled Scheduling
🔄
2 On-Site Visits
2 on-site visits — follow-up trip required
👤 Self-scheduled by Carlos Puebla — scheduling delays attributed to technician, not coordinators
Visit 1 Jun 10, 2026
Visit 2 Jun 13, 2026

AI Analysis

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Generating AI analysis...
Completed with significant delays
Invoiced • 561 days old
🚨
Primary Delay 181.0 days stuck in "On Hold"
⏱️
Total Delay 121.4 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
1.0d / 0.5d SLA
On Hold
181.0d
Ready for Scheduling
118.0d / 1.0d SLA
Ready for Release
37.0d
Scheduled
6.8d / 2.0d SLA
Tech On Site
1.1d / 1.0d SLA
Tech Off Site
2.0d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
1.0d / 1.0d SLA
07e-Partial Project
3.8d
Ready to Bill
0.4d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

06/02/2026 mklose rcvd email from POC confirm Carlos June 10th 

06/02/2026 mklose email poc adv Carlos has green secruity and offered June 6th


05/12/2026 mklose rcvd email from POC adv needs green security, asked for escort to bypass cred.

05/12/2026 MHamersley - sent confirmation email to new planner, MKlose, her FSE has availability next week


04/20/2026 ARoosa - Sent message to planner to see when she can schedule FSE to location. Waiting on available FSE


02/20/2026 YEspino Called 607-422-6585 to speak to Jamie Elderkin to verify the device in question. Was unable to speak to them or leave a message.


01/15/2026 MHamersley - waiting for FSE and device availability


12/15/2025 MHamersley - per email dtd 11/06/2025 from Jamie, "Both of the listed G7 units are still in-service at Bassett Hospital; Our vendor credentialing system is Green Security; Please schedule your visit with Fred Bakhuizen" fred.bakhuizen@bassett.org


11/06/2025 YEspino Called 607-422-6585 to speak to Jamie to verify the devices in question. Was able to speak to jamie and he asked for an email to be sent out to him. Will be sending a follow up email.


10/21/2025 YEspino Called 607-422-6585 to speak to Jamie to reconfirm the devices in question. Was unable to speak to them so i left a message.


07/17/2025 YEspino Called 607-422-6585 to speak to Jamie Elderkin to reconfirm the devices in question. Was unable to speak to him or leave a message.


05/06/2025 MHamersley - rec'd email reply from Jamie, confirming: 

DE43809166 - MI Bassett Hospital, Anesthesia;

DE43809134 - MI Bassett Hospital, Gastrointestinal Lab


05/05/2025 MHamersley - called 607-547-3133, call went to Jamie's VM/LM; send f/u email: jamie.elderkin@bassett.org


04/25/2025 MHamersley - called 607-547-3456, transferred to Bio Med, spoke to Richard, need Supervisor/Director Bio Med, Jamie Elderkin, 607-547-3133; sent email: jamie.elderkin@bassett.org


WO-07603676 - SN: DE43805573

WO-07603616 - SN: DE43809166, DE438091340

🔧 Work Performed
Implemented Hardware Upgrade as per FCO Instructions. All required PA results pass.
🔍 Technician Findings
Implemented Hardware Upgrade as per FCO Instructions. All required PA results pass.
⚠️ Problem Description
866173 IntelliVue G7m Anesthesia Gas Module - Exchange of G7m Gas Modules with potential pump issue
📄 Description
Philips - IntelliVue G7m Anesthesia Gas Module
📞 Call Description
FCO86201958

Timeline

📋
Work Order Created Jan 30, 9:42 PM
Work Order: WO-01243427
Type: FCO
Priority: PC
⏸️
Status: On Hold by Diana Cox Jan 31, 10:21 AM
From: Entered
To: On Hold
Duration in Previous: 12h 39m
🚨 181.0 business days
📅
Status: Ready for Scheduling by Mandy Newman Oct 20, 1:03 PM
From: On Hold
To: Ready for Scheduling
Duration in Previous: 262d 1h
Status: Ready for Release by Yessenia Espino Oct 21, 11:52 AM
From: Ready for Scheduling
To: Ready for Release
Duration in Previous: 22h 49m
🚨 37.0 business days
📅
Status: Ready for Scheduling by Mary Hamersley Dec 15, 5:59 PM
From: Ready for Release
To: Ready for Scheduling
Duration in Previous: 55d 7h
🚨 116.8 business days
👷
3 Technician Assigned Jun 2, 1:28 PM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Megan Klose
From: Ready for Scheduling, Assigned
To: Assigned, Scheduled
Duration in Previous: 168d 18h, 0m
📅
Dispatch Scheduled by Megan Klose
Scheduled For: 2026-06-10T13:00:00.000+0000
⚠️ 7.0 business days
🔧
Status: Tech On Site by Carlos Puebla Jun 10, 11:59 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 7d 22h
🚗
3 6x Travel Added Jun 10, 8:34 PM
6x Travel Added → Labor Added → Status: Tech Off Site
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 0.75
🚗
Status: Tech Off Site by Carlos Puebla
From: Tech On Site
To: Tech Off Site
Duration in Previous: 8h 40m
2.4 business days
⏱️
Labor Added Jun 13, 4:50 PM
Type: Labor
Status: Open
Qty: 0.25
✔️
2 Status: Completed Jun 13, 5:08 PM
Status: Completed → Status: Closed
🏁
Status: Closed by Carlos Puebla
From: Completed
To: Closed
Duration in Previous: 1m
0.8 business days
⏱️
Labor Added Jun 15, 6:45 AM
Type: Labor
Status: Open
Qty: N/A
📋
Status: 07e-Partial Project by Timothy Amburgey Jun 15, 1:22 PM
From: Closed
To: 07e-Partial Project
Duration in Previous: 1d 20h
4.0 business days
📄
Status: Ready to Bill by Timothy Amburgey Jun 18, 4:33 PM
From: 07e-Partial Project
To: Ready to Bill
Duration in Previous: 3d 3h
💰
Status: Invoiced by Josh Longway Jun 19, 4:00 AM
From: Ready to Bill
To: Invoiced
Duration in Previous: 11h 26m

Bottlenecks

Entered
Duration: 1.0 business days (threshold: 4.0 business hours)
Exceeded by 4.0 business hours
Ready for Scheduling
Duration: 1.9 business days (threshold: 1.0 business days)
Exceeded by 6.9 business hours
Ready for Scheduling
Duration: 116.1 business days (threshold: 1.0 business days)
Exceeded by 115.1 business days
Scheduled
Duration: 6.8 business days (threshold: 2.0 business days)
Exceeded by 4.8 business days
Tech On Site
Duration: 1.1 business days (threshold: 1.0 business days)
Exceeded by 0.7 business hours

🔗 Related Artifacts

No related artifacts

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
FCO
Branch
ERLA - PROD
Technician
Carlos Puebla
Scheduled
Jun 10, 9:00 AM
Created
Jan 30, 9:42 PM
Invoice #
N/A

Work Details (9)

Name Type Status Qty Amount Date
WL-03255898 Travel Open 250 $0.00 Jun 10, 8:34 PM
WL-03255893 Labor Open 2.5 $0.00 Jun 10, 8:34 PM
WL-03255894 Labor Open 1.75 $100.00 Jun 10, 8:34 PM
WL-03255895 Labor Open 5.25 $310.00 Jun 10, 8:34 PM
WL-03255896 Expenses Open 1 $0.00 Jun 10, 8:34 PM
WL-03255897 Travel Open 100 $0.00 Jun 10, 8:34 PM
WL-03255915 Labor Open 0.75 $0.00 Jun 10, 8:38 PM
WL-03259670 Labor Open 0.25 $0.00 Jun 13, 4:50 PM
WL-03260404 Labor Open - $76.00 Jun 15, 6:45 AM

Details