Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01310052 ↗ ServiceMax

PHILIPS HEALTHCARE • FCO • PC

📍 Montefiore New Rochelle HospitalInc — 16 Guion Pl, New Rochelle NY, 10801

Oct 16, 2025 → Aug 16, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Dec 31, 2026
✓ SLA Met (93 biz days early)
Active: 206 biz days
🕐 Clock stopped: Completed (Aug 16, 2026)
▶ Clock Running
Status: Created
Oct 16 → Oct 17, 2025
1 business day (counted)
Running total: 1 of ? biz days used
204d
▶ Clock Running
Status: Ready for Scheduling
Oct 17 → Aug 13, 2026
204 business days (counted)
Running total: 205 of ? biz days used
▶ Clock Running
Status: Scheduled
Aug 13 → Aug 16, 2026
1 business day (counted)
Running total: 206 of ? biz days used
Created: Oct 16, 2025 Completed: Aug 16, 2026
Show SLA Clock Detail (3 periods)
Period Status Clock Biz Days Running Total
Oct 16 → Oct 17 Created ▶ Running 1 1
Oct 17 → Aug 13 Ready for Scheduling ▶ Running 204 205
Aug 13 → Aug 16 Scheduled ▶ Running 1 206
Dispatch 1.3d
Coordinators 206.9d
Billing 1.5d
✓ SLA Met
Dispatch
1.3 days
Over SLA
Coordinators
206.9 days
Over SLA
Billing
1.5 days
Over SLA
Created: Oct 16, 2025 Due: Dec 31, 2026 Completed: Aug 16, 2026 (137 days early)
📅
206.3 days Total Age
⏱️
205.0d in Ready for Scheduling Longest Stage
🔄
9 transitions Status Changes
⚠️
207.2d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
5 lines Work Details
🏠
2 visits On-Site Trips
📋
Coordinator Scheduling
🔄
2 On-Site Visits
2 on-site visits — follow-up trip required
Visit 1 Aug 11, 2026
Visit 2 Aug 14, 2026

AI Analysis

Powered by OpenAI
Generating AI analysis...

Originating Case

Open in Salesforce →
🎫
Case #00536276
URGENT Philips WO Request
Closed
Trilogy EV300 Ventilator - Machine Flow Sensor Inaccurate Flow Measurements and/or Delivery
Priority
High
Origin
Email
Reason
New Case
Contact
Dudley Marshall
Owner
Shelby Robinson
Created
Oct 16, 2025
Work Orders from this Case (1)
WO-01310052 (current) Invoiced
FCO • Fady Khouzam
Created: Oct 16, 2025 • Closed: Aug 16, 2026
Completed with significant delays
Invoiced • 371 days old
🚨
Primary Delay 205.0 days stuck in "Ready for Scheduling"
⏱️
Total Delay 207.2 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
1.3d / 0.5d SLA
Ready for Scheduling
205.0d / 1.0d SLA
Scheduled
1.9d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
3.0d / 1.0d SLA
Ready to Bill
1.5d / 1.0d SLA
Billing Review
0.0d / 2.0d SLA
07e-Partial Project
1.7d

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

08/13/2026 RArnold- Dispatching to Fady K

07/23/2026 DMalloy - Per Fady dispatched to FSE Israel for tomorrow. 


07/20/2026 DMalloy - Device down. Repair WO-15360909 created. One of the Needed parts on BackOrder. Others shipped as of 7/6/2026. Needed parts for he repair still on BO. 


07/16/2026 DMalloy -  Device down. Repair WO-15360909 created. One of the Needed parts on BackOrder. Others shipped as of 7/6/2026. Needed parts for he repair still on BO. 


07/10/2026 DMalloy - Device down. Repair WO-15360909 created. One of the Needed parts on BackOrder. Others shipped as of 7/6/2026. Wll follow up on Parts status on next week.


07/09/2026 DMalloy - Device down. Repair WO-15360909 created. One of the Needed parts on BackOrder. Others shipped as of 7/6/2026. Wll follow up on Parts status on next week.  


06/10/2026 RArnold - Repair WO created, this will need to be dispatched when repair is.

05/14/2026 MHamersley - sent f/u email: dudley.marshall@philips.com


04/30/2026 MHamersley - per email communications between Fady & Dudley Marshall, these devices will be repaired, then recall can be completed on them; dudley.marshall@philips.com


04/14/2026 DMalloy - Fady is working with customer on how to proceed.


03/04/2026 RArnold -Fady is working with customer on how to proceed.

02/10/2026 RArnold -Fady is working with customer on how to proceed.

01/09/2026 RArnold - One device left on this case that failed FCO81. Repair WO was canceled. Escalated to Fady

12/08/2025 RArnold - One device left on this case that failed FCO81. Repair WO was canceled.

11/06/2025 RArnold - One device left on this case that failed FCO81. Repair WO was canceled.

10/28/2025 RArnold - One device left on this case that failed FCO81. Repair WO was canceled. Will work with Fady on this

10/16/2025 RArnold - One device left on this case that failed FCO81. Repair WO was canceled

🔧 Work Performed
Trilogy EV300 Ventilator - Machine Flow Sensor Inaccurate Flow Measurements and/or Delivery.
🔍 Technician Findings
FCO86600081
⚠️ 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

📞
Case Linked Oct 16, 5:07 PM
Case Number: 00536276
Subject: URGENT Philips WO Request
Status: Closed
📋
Work Order Created Oct 16, 5:34 PM
Work Order: WO-01310052
Type: FCO
Priority: PC
📅
Status: Ready for Scheduling by Rebecca Arnold Oct 17, 9:17 AM
From: Entered
To: Ready for Scheduling
Duration in Previous: 15h 43m
🚨 205.0 business days
👷
▶
3 Technician Assigned Aug 13, 12:54 PM
Technician Assigned → Dispatch Scheduled → Status: Scheduled
📅
Dispatch Scheduled by Rebecca Arnold
Scheduled For: 2026-08-13T12:00:00.000+0000
🗓️
Status: Scheduled by Rebecca Arnold
From: Ready for Scheduling
To: Scheduled
Duration in Previous: 300d 3h
📅
Dispatch Scheduled by Deon Malloy Aug 14, 10:14 AM
Scheduled For: 2026-08-14T12:00:00.000+0000
⏳ 1.0 business days
⏱️
▶
4 3x Labor Added Aug 16, 7:50 PM
3x Labor Added → Status: Completed → Labor Added → Status: Closed
✔️
Status: Completed by Fady Khouzam
From: Scheduled
To: Completed
Duration in Previous: 3d 6h
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 1
🏁
Status: Closed by Fady Khouzam
From: Completed
To: Closed
Duration in Previous: 2m
⏱️
Labor Added Aug 17, 8:52 AM
Type: Labor
Status: Open
Qty: N/A
⏳ 3.0 business days
📄
Status: Ready to Bill by Timothy Amburgey Aug 19, 2:11 PM
From: Closed
To: Ready to Bill
Duration in Previous: 2d 18h
💵
▶
2 Status: Billing Review Aug 19, 2:37 PM
Status: Billing Review → Status: 07e-Partial Project
📋
Status: 07e-Partial Project by Timothy Amburgey
From: Billing Review
To: 07e-Partial Project
Duration in Previous: 1m
⏳ 2.0 business days
📄
Status: Ready to Bill by Timothy Amburgey Aug 20, 4:40 PM
From: 07e-Partial Project
To: Ready to Bill
Duration in Previous: 1d 2h
💰
Status: Invoiced by Josh Longway Aug 21, 4:00 AM
From: Ready to Bill
To: Invoiced
Duration in Previous: 11h 20m

Bottlenecks

Entered
Duration: 1.3 business days (threshold: 4.0 business hours)
Exceeded by 6.4 business hours
Ready for Scheduling
Duration: 205.0 business days (threshold: 1.0 business days)
Exceeded by 204.0 business days
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days
Ready to Bill
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 3.3 business hours

🔗 Related Artifacts

📞
Case 00536276
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
FCO
Branch
ERLA - PROD
Technician
Fady Khouzam
Scheduled
Aug 14, 8:00 AM
Created
Oct 16, 5:34 PM
Invoice #
N/A

Work Details (5)

Name Type Status Qty Amount Date
WL-03337827 Labor Open 1.5 $250.00 Aug 16, 7:50 PM
WL-03337828 Labor Open 2 $155.00 Aug 16, 7:50 PM
WL-03337829 Travel Open 50 $0.00 Aug 16, 7:50 PM
WL-03337830 Labor Open 1 $0.00 Aug 16, 7:52 PM
WL-03338043 Labor Open - $38.00 Aug 17, 8:52 AM

Details