MTR is responsible for the operation of Hong Kong’s mass transit railway network in Hong Kong, comprising heavy rail and light rail centred on an 11-line rapid transit network serving Hong Kong Island, Kowloon and the New Territories.

In August 2018, global programme management and construction consultancy Turner & Townsend (T&T) invited Crossrail International (CI) to join with them to perform a detailed review and audit of MTR’s quality management processes and procedures. The review and audit utilised T&T’s global benchmarking capability  and Crossrail’s quality management framework model as a further benchmark.

Based in Hong Kong, CI expert adviser Chris Titterton worked closely with T&T’s advisory audit team to review and assess MTR’s processes and procedures. Through a series of workshops, T&T and CI provided insight on good practice globally, and provided a series of recommendations to allow MTR to establish their transformational business change programme.

Quality was a core area of Crossrail’s Performance Assurance Framework model, providing an assurance mechanism for stakeholders in relation to supply chain performance across the programme.

The outcome of CI’s review is now being used as the basis for a business-wide transformation programme by MTR. Our work is also informing the Hong Kong Government in its review of quality and safety assurance on the project, currently underway following high-profile reports involving breaches of quality management systems during the construction programme.


“The workshop this afternoon was excellent. Thanks very much for sharing your insightful experience with us. I admire your commitment and achievement to drive the industry forward. Your expertise and passion are valued by us.”

Henry Hon Kit Yu
MTR Corporation
Kowloon, Hong Kong SAR


Categories: Case Studies