Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01351028 ↗ ServiceMax

PHILIPS HEALTHCARE • FCO • PC

📍 Piedmont Columbus Regional Midtown Campus — 710 Center St, Columbus GA, 31901

Feb 11, 2026 → Jun 22, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Dec 31, 2026
✓ SLA Met (132 biz days early)
Active: 89 biz days
🕐 Clock stopped: Completed (Jun 20, 2026)
▶ Clock Running
Status: Created
Feb 11 → Feb 16, 2026
2 business days (counted)
Running total: 2 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Feb 16 → Feb 16, 2026
0 business days (counted)
Running total: 2 of ? biz days used
65d
▶ Clock Running
Status: Assigned
Feb 16 → May 18, 2026
65 business days (counted)
Running total: 67 of ? biz days used
▶ Clock Running
Status: Scheduled
May 18 → May 26, 2026
5 business days (counted)
Running total: 72 of ? biz days used
▶ Clock Running
Status: Entered
May 26 → May 26, 2026
0 business days (counted)
Running total: 72 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
May 26 → Jun 2, 2026
5 business days (counted)
Running total: 77 of ? biz days used
▶ Clock Running
Status: Scheduled
Jun 2 → Jun 9, 2026
5 business days (counted)
Running total: 82 of ? biz days used
▶ Clock Running
Status: Entered
Jun 9 → Jun 9, 2026
0 business days (counted)
Running total: 82 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Jun 9 → Jun 11, 2026
2 business days (counted)
Running total: 84 of ? biz days used
▶ Clock Running
Status: Scheduled
Jun 11 → Jun 15, 2026
2 business days (counted)
Running total: 86 of ? biz days used
▶ Clock Running
Status: Tech On Site
Jun 15 → Jun 20, 2026
3 business days (counted)
Running total: 89 of ? biz days used
Created: Feb 11, 2026 Completed: Jun 20, 2026
Show SLA Clock Detail (11 periods)
Period Status Clock Biz Days Running Total
Feb 11 → Feb 16 Created ▶ Running 2 2
Feb 16 → Feb 16 Ready for Scheduling ▶ Running 0 2
Feb 16 → May 18 Assigned ▶ Running 65 67
May 18 → May 26 Scheduled ▶ Running 5 72
May 26 → May 26 Entered ▶ Running 0 72
May 26 → Jun 2 Ready for Scheduling ▶ Running 5 77
Jun 2 → Jun 9 Scheduled ▶ Running 5 82
Jun 9 → Jun 9 Entered ▶ Running 0 82
Jun 9 → Jun 11 Ready for Scheduling ▶ Running 2 84
Jun 11 → Jun 15 Scheduled ▶ Running 2 86
Jun 15 → Jun 20 Tech On Site ▶ Running 3 89
Dispatch 3.0d
Coordinators 88.0d
Field Work 4.2d
Billing 1.3d
✓ SLA Met
Dispatch
3.0 days
Over SLA
Coordinators
88.0 days
Over SLA
Field Work
4.2 days
Over SLA
Billing
1.3 days
Over SLA
Created: Feb 11, 2026 Due: Dec 31, 2026 Completed: Jun 22, 2026 (192 days early)
📅
91.0 days Total Age
⏱️
65.0d in Assigned Longest Stage
🔄
13 transitions Status Changes
⚠️
84.9d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
6 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

Powered by OpenAI
Generating AI analysis...

Originating Case

Open in Salesforce →
🎫
Case #00567331
URGENT Philips WO Request
Closed
Trilogy Evo/EV300 Ventilator - Machine Flow Sensor Inaccurate Flow Measurements and/or Delivery
Priority
High
Origin
Email
Reason
New Case
Contact
Lookup Lookup
Owner
Erin Martin
Created
Feb 11, 2026
Work Orders from this Case (1)
WO-01351028 (current) Invoiced
FCO • Bruce Ballard
Created: Feb 11, 2026 • Closed: Jun 22, 2026
Completed with significant delays
Invoiced • 184 days old
🚨
Primary Delay 65.0 days stuck in "Assigned"
⏱️
Total Delay 84.9 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
3.0d / 0.5d SLA
Ready for Scheduling
8.7d / 1.0d SLA
Assigned
65.0d / 0.5d SLA
Scheduled
14.4d / 2.0d SLA
Tech On Site
3.2d / 1.0d SLA
Completed
1.0d / 1.0d SLA
Closed
1.3d / 1.0d SLA
07e-Partial Project
3.0d
Ready to Bill
1.3d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

06/15/2026 BBallard: Pending parts transfer

06/17/2026 SRobinson- Created follow up WO as requested. (WO-01382149)

06/11/2026 Rharris: Spoke with Cody Locke at 256-606-0620 who confirmed either the 15th or 22 is fine to have FSE onsite. Scheduling Bruce for 6/15 and sending scheduling email to Cody.Locke@piedmont.org, I also let Cody know I will send an email if we have to change to the 22nd for any reason

06/09/2026 Rharris Unscheduled per Fady to schedule at later date and returned to RFS emailed Cody Locke to advise of scheduling change.

06/04/2026 Rharris Rescheduled for 6/11 per and confirmed with Cody. Per Rebecca Fady M. said to move up on Bruce Calendar.

06/04/2026 Rharris Called (256) 606-0620 left VM for Cody Locke proposing moving Bruce onsite visit up.

06/02/2026 Rharris: Called (256) 606-0620 and spoke to Cody Locke who confirmed FSE on site 6/22. Scheduling Bruce for the same. 

06/02/2026 Rharris: Left VM for Cody Locke following up on rescheduling of FSE to be onsite. Advised 6/5 is tentatively available, and asked if this could not be met to confirm back in email for the 22nd.

05/26/2026 Rharris: Per Fady this need to be rescheduled. Sent email to ody.locke@piedmont.org proposing reschedule of Bruce to 6/5 at 9am.

05/18/2026 Rharris: Schedueld via Cody Lock via phone call to 256-606-0620 for Bruce to be onsite at 9am to per perform remediation of 2 devices for SN# H28207504097A & H280502917CE9

05/13/2026 MHamersley - called 256-606-0620, spoke to Cody, these devices have come back from repair shop and ready to have recall completed on them; address is correct; FSE Cred: None, get vendor badge at entrance, call POC; sent email: Cody.Locke@piedmont.org


04/27/2026 Rharris: Called and f/u with email POC Cody Locke Cody.Locke@piedmont.org asking if H280502917CE9, H28207504097A still need repair


04/14/2026 RArnold - This SN# on this case is also on case 0124913915 and it needs repair. Emailed cody.locke@piedmont.org to get update in if he wants us to repair it or not


03/17/2026 RArnold - Late allocation

🔧 Work Performed
FCO86600081 Upgraded Operational Software to current version 1.05.15.00 H28207504097A
🔍 Technician Findings
FCO86600081 Upgraded Operational Software to current version 1.05.15.00 H28207504097A
⚠️ Problem Description
Trilogy Evo/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 Feb 11, 8:48 AM
Case Number: 00567331
Subject: URGENT Philips WO Request
Status: Closed
📋
Work Order Created Feb 11, 9:24 AM
Work Order: WO-01351028
Type: FCO
Priority: PC
3.0 business days
📅
3 Status: Ready for Scheduling Feb 16, 12:48 PM
Status: Ready for Scheduling → Status: Assigned → Technician Assigned
👷
Status: Assigned by Brandi Rodriguez
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1m
👷
Technician Assigned by Brandi Rodriguez
Technician: Bruce Ballard
🚨 65.0 business days
👷
3 Technician Assigned May 18, 2:05 PM
Technician Assigned → Dispatch Scheduled → Status: Scheduled
📅
Dispatch Scheduled by Rhonda Harris
Scheduled For: 2026-05-27T13:00:00.000+0000
🗓️
Status: Scheduled by Rhonda Harris
From: Assigned
To: Scheduled
Duration in Previous: 91d 0h
⚠️ 6.0 business days
📅
2 Dispatch Scheduled May 26, 9:21 AM
Dispatch Scheduled → Status: Entered
🆕
Status: Entered by Rhonda Harris
From: Scheduled, Entered
To: Entered, Ready for Scheduling
Duration in Previous: 7d 19h, 0m
⚠️ 6.0 business days
📅
3 Dispatch Scheduled Jun 2, 2:41 PM
Dispatch Scheduled → Technician Assigned → Status: Scheduled
👷
Technician Assigned by Rhonda Harris
Technician: Bruce Ballard
🗓️
Status: Scheduled by Rhonda Harris
From: Ready for Scheduling
To: Scheduled
Duration in Previous: 7d 5h
3.0 business days
📅
Dispatch Scheduled by Rhonda Harris Jun 4, 4:13 PM
Scheduled For: 2026-06-11T13:00:00.000+0000
4.0 business days
🆕
Status: Entered by Rhonda Harris Jun 9, 2:41 PM
From: Scheduled, Entered
To: Entered, Ready for Scheduling
Duration in Previous: 6d 23h, 0m
3.0 business days
👷
3 Technician Assigned Jun 11, 12:16 PM
Technician Assigned → Dispatch Scheduled → Status: Scheduled
📅
Dispatch Scheduled by Rhonda Harris
Scheduled For: 2026-06-15T13:00:00.000+0000
🗓️
Status: Scheduled by Rhonda Harris
From: Ready for Scheduling
To: Scheduled
Duration in Previous: 1d 21h
3.0 business days
🔧
Status: Tech On Site by Bruce Ballard Jun 15, 6:11 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 4d 5h
⏱️
5x Labor Added Jun 15, 6:18 PM
Type: Labor, Travel
Status: Open
Qty: 2, 4, 121, 119
3.7 business days
✔️
Status: Completed by Bruce Ballard Jun 20, 11:36 AM
From: Tech On Site
To: Completed
Duration in Previous: 4d 17h
1.0 business days
🏁
Status: Closed by Bruce Ballard Jun 22, 5:17 PM
From: Completed
To: Closed
Duration in Previous: 2d 5h
⏱️
2 Labor Added Jun 23, 9:07 AM
Labor Added → Status: 07e-Partial Project
📋
Status: 07e-Partial Project by Timothy Amburgey
From: Closed
To: 07e-Partial Project
Duration in Previous: 15h 53m
3.0 business days
📄
Status: Ready to Bill by Timothy Amburgey Jun 25, 5:17 PM
From: 07e-Partial Project
To: Ready to Bill
Duration in Previous: 2d 8h
💰
Status: Invoiced by Josh Longway Jun 26, 4:00 AM
From: Ready to Bill
To: Invoiced
Duration in Previous: 10h 43m

Bottlenecks

Entered
Duration: 3.0 business days (threshold: 4.0 business hours)
Exceeded by 2.5 business days
Assigned
Duration: 65.0 business days (threshold: 4.0 business hours)
Exceeded by 64.5 business days
Scheduled
Duration: 5.7 business days (threshold: 2.0 business days)
Exceeded by 3.7 business days
Ready for Scheduling
Duration: 6.0 business days (threshold: 1.0 business days)
Exceeded by 5.0 business days
Scheduled
Duration: 5.7 business days (threshold: 2.0 business days)
Exceeded by 3.7 business days
Ready for Scheduling
Duration: 2.7 business days (threshold: 1.0 business days)
Exceeded by 1.7 business days
Scheduled
Duration: 3.0 business days (threshold: 2.0 business days)
Exceeded by 7.7 business hours
Tech On Site
Duration: 3.2 business days (threshold: 1.0 business days)
Exceeded by 2.2 business days
Closed
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.7 business hours
Ready to Bill
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.7 business hours

🔗 Related Artifacts

📞
Case 00567331
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
FCO
Branch
ERLA - PROD
Technician
Bruce Ballard
Scheduled
Jun 15, 9:00 AM
Created
Feb 11, 9:24 AM
Invoice #
N/A

Work Details (6)

Name Type Status Qty Amount Date
WL-03261376 Labor Open 2 $155.00 Jun 15, 6:18 PM
WL-03261377 Labor Open 4 $237.50 Jun 15, 6:18 PM
WL-03261378 Labor Open 2 $0.00 Jun 15, 6:18 PM
WL-03261379 Travel Open 121 $0.00 Jun 15, 6:18 PM
WL-03261380 Travel Open 119 $0.00 Jun 15, 6:18 PM
WL-03270034 Labor Open - $38.00 Jun 23, 9:07 AM

Details