| Abstract | The article features the Hong Kong and China Gas Company Limited (Towngas) which was selected as one of the two overall winners of the 1999 Hong Kong Management Association (HKMA) Quality Award. The Company faced the most significant changes in the business environment since its establishment in 1862, with rising customers' needs, growing public responsibility and keener competition from the energy industry. In the article, Towngas' definition of quality, the quality challenge, the quality foundation and quality that delivers business results are revealed. |
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