650 engineers working to support Openreach in the UK

Service Delivery / Openreach

BRIEF

The service delivery arm of MJ Quinn was established to assist Openreach in the UK wide provisions of copper PSTN, managed install broadband and more recently self install. (FTTC). Due to wide variations in demand and the dynamic state of their Fault Work Stack, Openreach need a flexible, mobile and reactive supplier to help in the delivery of provision of service.

As the market changes and we see the gradual migration to super-fast broadband and the decline of copper PSTN, our engineers will be trained and equipped to service the FTTP, SOGEA, and GFAST.

SOLUTION

MJ Quinn have supported Openreach on this contract for 8 years and we now have 650 engineers working across the UK Openreach SAM footprint. Our engineers are trained and accredited at our in-house Training Academy.

The number of customer orders serviced weekly has risen exponentially over the last few years and has peaked at 33,000.

Our mobile and flexible resource are able to respond to any regional or local spikes in volume. Engineer’s routes are planned and uploaded to their terminals at day-1. Our I.T. team have delivered a seamless interface into Openreach Work Allocator and we have 6,500 jobs delivered and returned daily in real time.

We have a national organisation of 4 General Managers and 25 patch-based Area Managers and a UK Operational Support Manager with 14 Coaches driving continuous improvement and quality. The Health and Safety and the Internal Quality Audit team cover the whole of the UK and support the Area Managers in the drive to deliver quality, safety and integrity in all we do.

We also have office based dedicated planning, recruitment, customer service, jeopardy management control and engineer support teams to ensure the process works all day every day.

RESULTS

SERVICE

We have continuously improved service levels for delivery of on the day, quality scores and early life failure results leading to a very positive and collaborative relationship with the client. We consistently meet or exceed all KPI targets.

QUALITY AND SAFETY

Consistently high quality scores and collaboration between MJ Quinn and Openreach audit teams. Our engineering visits are recorded on bespoke FPQS system and network endorsement process are in place to ensure that engineers maintain quality standards and are coached/re trained where appropriate.

SKILLED EXPERTISE

Succession planning and staff retention policy – 95% of management team were MJ Quinn engineers.

Contact us

At MJ Quinn we believe new projects should be undertaken with great amount of consideration, planning and research.