Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01327557 ↗ ServiceMax

PHILIPS HEALTHCARE • Repair • PC

📍 New York Presbyterian Hospital — 3959 Broadway, New York NY, 10032

Dec 22, 2025 → Jan 24, 2026

✅ Completed
PC Per client agreement
Target: Jan 1, 2026
🕐 Clock stopped: Completed (Jan 25)
⏸ 9d excluded (parts wait + holding)
✗ SLA Missed (14d late)
Dispatch 0.0d
Holding 8.0d (excluded)
Coordinators 17.8d
Billing 1.5d
✗ SLA Missed
Dispatch
0.0 days
Holding (excluded from total)
8.0 days
Coordinators
17.8 days
Over SLA
Billing
1.5 days
Over SLA
Created: Dec 22, 2025 Due: Jan 1, 2026 Completed: Jan 25, 2026 (23 days late)
📅
25.0 days Total Age
⏱️
13.1d in Scheduled Longest Stage
🔄
7 transitions Status Changes
⚠️
16.7d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
5 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00553397
URGENT Philips WO Request
Closed
Air Flow Accuracy at 10 SLPM out of spec. Value displayed was 127 SLPM.
Priority
High
Origin
Email
Reason
New Case
Contact
Victor Ibeka
Owner
Kimberly Hardison
Created
Dec 22, 2025
Work Orders from this Case (1)
WO-01327557 (current) Invoiced
Repair • Fady Khouzam
Created: Dec 22, 2025 • Closed: Jan 24, 2026
Completed with significant delays
Invoiced • 143 days old
🚨
Primary Delay 13.1 days stuck in "Scheduled"
⏱️
Total Delay 16.7 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
0.0d / 0.5d SLA
Ready for Release
8.0d
Assigned
4.7d / 0.5d SLA
Scheduled
13.1d / 2.0d SLA
Closed
2.0d / 1.0d SLA
07e-Partial Project
2.7d
Ready to Bill
1.5d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

01/06/2025 RArnold -dispatching to Fady K for 01/08

12/31/2025 RArnold -Waiting to hear form customer if they want us to proceed with repair.

12/22/2025 RArnold -WO for device that failed PM

🔧 Work Performed
The FSE installed a new GDS and performed a complete PVT as per the MFG's specifications.Device placed back into full clinical service; ready for patient use.
🔍 Technician Findings
Repair.
⚠️ Problem Description
Air Flow Accuracy at 10 SLPM out of spec. Value displayed was 127 SLPM.
📄 Description
V60 Ventilator
📞 Call Description
Repair - Contract

Timeline

📞
Case Linked Dec 22, 8:31 AM
Case Number: 00553397
Subject: URGENT Philips WO Request
Status: Closed
📋
Work Order Created Dec 22, 8:56 AM
Work Order: WO-01327557
Type: Repair
Priority: PC
✅
Status: Ready for Release by Rebecca Arnold Dec 22, 9:11 AM
From: Entered
To: Ready for Release
Duration in Previous: 15m
⚠️ 8.0 business days
👷
▶
2 Technician Assigned Dec 31, 1:30 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Rebecca Arnold
From: Ready for Release
To: Assigned
Duration in Previous: 9d 4h
⚠️ 5.0 business days
📅
▶
2 Dispatch Scheduled Jan 6, 6:27 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Rebecca Arnold
From: Assigned
To: Scheduled
Duration in Previous: 6d 4h
🚨 13.7 business days
⏱️
▶
2 4x Labor Added Jan 24, 9:36 PM
4x Labor Added → Status: Completed
✔️
Status: Completed by Fady Khouzam
From: Scheduled, Completed
To: Completed, Closed
Duration in Previous: 18d 3h, 0m
⏳ 2.0 business days
⏱️
Labor Added Jan 27, 1:19 PM
Type: Labor
Status: Open
Qty: 0.016666666666667
📋
Status: 07e-Partial Project by Timothy Amburgey Jan 27, 1:28 PM
From: Closed
To: 07e-Partial Project
Duration in Previous: 2d 15h
⏳ 3.0 business days
📄
Status: Ready to Bill by Timothy Amburgey Jan 29, 3:13 PM
From: 07e-Partial Project
To: Ready to Bill
Duration in Previous: 2d 1h
💰
Status: Invoiced by Josh Longway Jan 30, 4:00 AM
From: Ready to Bill
To: Invoiced
Duration in Previous: 12h 47m

Bottlenecks

Assigned
Duration: 4.7 business days (threshold: 4.0 business hours)
Exceeded by 4.2 business days
Scheduled
Duration: 13.1 business days (threshold: 2.0 business days)
Exceeded by 11.1 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Ready to Bill
Duration: 1.5 business days (threshold: 1.0 business days)
Exceeded by 3.8 business hours

🔗 Related Artifacts

📞
Case 00553397
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Repair
Branch
ERLA - PROD
Technician
Fady Khouzam
Scheduled
Jan 8, 8:00 AM
Created
Dec 22, 8:56 AM
Invoice #
N/A

Work Details (5)

Name Type Status Qty Amount Date
WL-03078089 Labor Open 1.5 $155.00 Jan 24, 9:36 PM
WL-03078090 Labor Open 2 $190.00 Jan 24, 9:36 PM
WL-03078091 Expenses Open 1 $0.00 Jan 24, 9:36 PM
WL-03078092 Travel Open 45 $0.00 Jan 24, 9:36 PM
WL-03079944 Labor Open 0.016666666666667 $38.00 Jan 27, 1:19 PM

Details