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GLS Translation & Localization Services

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Overview: Global Linguist Services LLC translation & localization services

Overview: Global Linguist Services LLC translation & localization services

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GLS Translation & Localization Services GLS Translation & Localization Services Presentation Transcript

  • An introduction to our Localization & Translation Services Global Linguist Services LLC April 2011
  • Our Mission
    • provide and manage production and delivery of Language Services to benchmark standards for our clients worldwide
    • measured by customer satisfaction, through delivering performance excellence (as measured through agreed metrics) and by winning repeat and continuing contracts with discerning clients
  • Language Services Operations Overview
    • Offices in:
    • The Ukraine; Nottingham, UK; Wilmington, USA
    • 20+ staff globally comprising In-house mother-tongue Linguists, Project Managers, CAD specialists, DTP & IT technicians
    • Network of over 1000 GLS Quality Assured translators and linguists
  • Organisation & Capabilities Global Linguist Services
    • Translation Process Outsourcing
    • Localization Consultancy
    • Internationalization Consultancy
    • Globalization Consultancy
    Consultancy Services
    • Document, Software & Web translations
    • CAD localization
    • Terminology Management
    • Glossary Development
    • Project Management
    • IT Engineers
    Language Services
  • Flexibility
    • Highly outsourced model
    • The majority of translation done by mother-tongue freelancers in-country
    • Switchable resources between external & internal staff
    • Maintains balance between permanent & contract staff
  • What do we mean by language services?
    • Of course, we translate:
    • Source Languages English (US & UK)
    • Source Languages Russian & Ukrainian
    • Into over 40 commercial languages
    • Project manage
  • What do we mean by language services?
    • We also
    • Page make-up (Desktop publishing)
    • Localize CAD drawings
    • Rebuild and test localized software / eLearning (knowledge sharing applications)
    • Provide glossary, terminology & translation memory services
    • Provide consultancy
  • Sectors of Competencies
    • Oil & Gas
    • Legal
    • Heavy Automotive
    • Chemical
    • Marketing
    • Engineering
    • Transport & Logistics
  • Clients
  • Quality at every step . . . Through our people
    • Highly motivated team of domain-specific mother-tongue linguists with over 10-years experience
    • Dedicated team of CAD drawing translators
    • Dedicated team of IT technicians
    • Stringent translator assessment process
    • Quality Assurance provided by in-country technical consultants
    • Positive feedback on all aspects of our localization services; leading to preferred linguist status with many of our clients
  • Quality at every step . . . Through effective integrated processes
    • Performance-based service level agreements
    • Working agreements agreed for each project
    • Strict confidentiality agreements signed by all staff involved in the handling of sensitive technical & legal documentation
    • Benchmark translation & localization processes
    • Source file evaluation process prior to translation
    • Global Client / Project Management
  • Quality at every step . . . Through effective integrated processes
    • Terminology management process
    • Translation Quality Sampling (TQS)
    • Controlled supplier management process
    • Quality Control processes – in process checks and “reviewer” feedback
    • Customer satisfaction survey process
    • Complaints & Escalation process
  • The way we work – Performance-based Service Level Agreements
    • As part of the implementation phase with any new customer, we will agree & implement customer specific Service Level Agreements
    • The Service Level Agreement will include agreed roles, responsibilities, schedules, escalation procedures, performance measures, volume of work, delivery criteria, quality requirements, translation memory / terminology procedures etc
    • Strict confidentiality agreements are signed by all staff involved in the handling of sensitive technical, legal & financial documentation
  • The way we work – Translator Quality Control
    • Qualifications required for any in-house / freelance translators:
    • Native language fluency in target language
    • Mandatory 5 years professional translation experience
    • Full understanding of and experience in translating from required source language
    • University degree in languages or a technical discipline (e.g. engineering, science, technology)
    • Subject matter expertise in target vertical market sectors
    • Experience in working with terminology, translation memory and other linguistic tools
  • The way we work – Translator Quality Control
    • We encourage creativity & understanding of context whilst translating, to avoid misleading word for word translations by–
    • Employing qualified, skilled translators with in-depth knowledge about the subject matter in question
    • Ensuring Translation Quality Control
    • Deploying state of the art translation memory and terminology tools
    • Providing documented style guidelines and reference material
    • Subject Matter Training
    • Centralised query resolution process
    • Ensuring a translation feedback process
  • The way we work – Client & Project Management
    • Dedicated Client & Project Managers will be appointed and will focus on process improvements, expanding and deepening partnership opportunities, providing regular status reports and participating in account reviews
    • The Client & Project Manager will both be responsible for efficient production, managing the staff assigned to the various production tasks, including technical processes, translation, desktop publishing, quality control and delivery
    • Client Managers have a minimum of 2 years contract management experience from the translation / internationalization / globalization industry or related industries such as printing, publishing or software development
    • Project Managers have a good combination of customer, project management and commercial skills, providing leadership and direction for project teams. Any translation service requests will be responded to within 24 hours of receipt
  • The way we work – Customer Reporting
    • We will hold regular performance / account reviews, the frequency & content of such reviews would be agreed with you , reporting on these key areas:
      • Spend per document type (annual)
      • Spend (quarterly / annual)
      • Cost per word, by document type
      • Cost per page, by document type (if applicable, i.e. if published output is required)
      • Turnaround times, by document type
      • Delivery performance against targets by document type
      • Customer Satisfaction - Key Contacts & End Users
      • Complaints logged & resolved, quarterly
      • Translation Memory re-use levels, by document type
      • Number of words translated (annual) in relation to spend
      • Volume split across document types (annual)
  • The way we work - Complaints & Escalation process
    • Why do we need a complaints process
      • to understand & improve the quality of the service that we provide you
      • to understand the activity within each account
    • What is a complaint -
      • An issue raised by you indicating a fault in the service provided
    • Any complaints received are logged by the Client / Project Manager
    • An owner for the complaint will be assigned and any complaints logged will be formally acknowledged
    • All complaints will be resolved or have an action plan agreed with the customer within 5 working days of having received the complaint
    • Any action plans or solutions agreed are documented and kept on file for reporting to senior management on a monthly basis.
  • Our Business Partnership with you
    • Working together – we make it our duty to:
    • Understand your long-term strategies and objectives
    • Understand where we can best contribute and …
    • Drive your key critical success factors
    • Building on our expertise and experience within the Translation & Localization Industry
  • In Summary – A structured Language Service
    • Providing translation & localization services through an outsourcing relationship
    • Supporting your language service requirements
    • One-stop-shop – we can provide one, many or all of the components
    • Global Project Management
    • Your Long term strategic partner
    • Through understanding the business we can provide control and enhancements to the process through a business partnership
  • Delivering Customer Benefits to the Oil Gas Sector
    • COMPLEXITY
      • 5 languages, 2 markets, 2 source languages
    • SUBJECT MATTER
      • Site Surveys / Geological Studies / Technical Documentation / HR / Sales & Marketing / CAD
    • 2010 ACTIVITY
      • 4 million source words, 5000 CAD drawings translated
    • ACHIEVEMENTS
      • 99.7% delivery on time
      • 97% customer satisfaction
      • 60% reduction in cost (versus peak over contract life)
  • Delivering Customer Benefits to the Heavy Automotive, Industrial Sectors
    • COMPLEXITY
      • 15 languages, global market (excluding North America), 6 product ranges
    • SUBJECT MATTER
      • Owner Manuals, Owners literature, marketing, technical service manuals, technical bulletins
    • 2010 ACTIVITY
      • 2.9 million words translated
    • ACHIEVEMENTS
      • 61% re-use (slight drop due to introduction of 4 new languages)
      • 75% reduction in cost per word (average over contract life)
      • 94% delivery on time (agreed with client due to ‘above contract’ volumes)
  • In Closing . . . Thank you for your time. We look forward to receiving your feedback. Martin Holmshaw, Business Development Director M +44 (0)7895 381851 Email m.holmshaw@globallinguists.biz