GLS Translation & Localization Services


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Overview: Global Linguist Services LLC translation & localization services

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GLS Translation & Localization Services

  1. 1. An introduction to our Localization & Translation Services Global Linguist Services LLC April 2011
  2. 2. Our Mission <ul><li>provide and manage production and delivery of Language Services to benchmark standards for our clients worldwide </li></ul><ul><li>measured by customer satisfaction, through delivering performance excellence (as measured through agreed metrics) and by winning repeat and continuing contracts with discerning clients </li></ul>
  3. 3. Language Services Operations Overview <ul><li>Offices in: </li></ul><ul><li>The Ukraine; Nottingham, UK; Wilmington, USA </li></ul><ul><li>20+ staff globally comprising In-house mother-tongue Linguists, Project Managers, CAD specialists, DTP & IT technicians </li></ul><ul><li>Network of over 1000 GLS Quality Assured translators and linguists </li></ul>
  4. 4. Organisation & Capabilities Global Linguist Services <ul><li>Translation Process Outsourcing </li></ul><ul><li>Localization Consultancy </li></ul><ul><li>Internationalization Consultancy </li></ul><ul><li>Globalization Consultancy </li></ul>Consultancy Services <ul><li>Document, Software & Web translations </li></ul><ul><li>CAD localization </li></ul><ul><li>Terminology Management </li></ul><ul><li>Glossary Development </li></ul><ul><li>Project Management </li></ul><ul><li>IT Engineers </li></ul>Language Services
  5. 5. Flexibility <ul><li>Highly outsourced model </li></ul><ul><li>The majority of translation done by mother-tongue freelancers in-country </li></ul><ul><li>Switchable resources between external & internal staff </li></ul><ul><li>Maintains balance between permanent & contract staff </li></ul>
  6. 6. What do we mean by language services? <ul><li>Of course, we translate: </li></ul><ul><li>Source Languages English (US & UK) </li></ul><ul><li>Source Languages Russian & Ukrainian </li></ul><ul><li>Into over 40 commercial languages </li></ul><ul><li>Project manage </li></ul>
  7. 7. What do we mean by language services? <ul><li>We also </li></ul><ul><li>Page make-up (Desktop publishing) </li></ul><ul><li>Localize CAD drawings </li></ul><ul><li>Rebuild and test localized software / eLearning (knowledge sharing applications) </li></ul><ul><li>Provide glossary, terminology & translation memory services </li></ul><ul><li>Provide consultancy </li></ul>
  8. 8. Sectors of Competencies <ul><li>Oil & Gas </li></ul><ul><li>Legal </li></ul><ul><li>Heavy Automotive </li></ul><ul><li>Chemical </li></ul><ul><li>Marketing </li></ul><ul><li>Engineering </li></ul><ul><li>Transport & Logistics </li></ul>
  9. 9. Clients
  10. 10. Quality at every step . . . Through our people <ul><li>Highly motivated team of domain-specific mother-tongue linguists with over 10-years experience </li></ul><ul><li>Dedicated team of CAD drawing translators </li></ul><ul><li>Dedicated team of IT technicians </li></ul><ul><li>Stringent translator assessment process </li></ul><ul><li>Quality Assurance provided by in-country technical consultants </li></ul><ul><li>Positive feedback on all aspects of our localization services; leading to preferred linguist status with many of our clients </li></ul>
  11. 11. Quality at every step . . . Through effective integrated processes <ul><li>Performance-based service level agreements </li></ul><ul><li>Working agreements agreed for each project </li></ul><ul><li>Strict confidentiality agreements signed by all staff involved in the handling of sensitive technical & legal documentation </li></ul><ul><li>Benchmark translation & localization processes </li></ul><ul><li>Source file evaluation process prior to translation </li></ul><ul><li>Global Client / Project Management </li></ul>
  12. 12. Quality at every step . . . Through effective integrated processes <ul><li>Terminology management process </li></ul><ul><li>Translation Quality Sampling (TQS) </li></ul><ul><li>Controlled supplier management process </li></ul><ul><li>Quality Control processes – in process checks and “reviewer” feedback </li></ul><ul><li>Customer satisfaction survey process </li></ul><ul><li>Complaints & Escalation process </li></ul>
  13. 13. The way we work – Performance-based Service Level Agreements <ul><li>As part of the implementation phase with any new customer, we will agree & implement customer specific Service Level Agreements </li></ul><ul><li>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 </li></ul><ul><li>Strict confidentiality agreements are signed by all staff involved in the handling of sensitive technical, legal & financial documentation </li></ul>
  14. 14. The way we work – Translator Quality Control <ul><li>Qualifications required for any in-house / freelance translators: </li></ul><ul><li>Native language fluency in target language </li></ul><ul><li>Mandatory 5 years professional translation experience </li></ul><ul><li>Full understanding of and experience in translating from required source language </li></ul><ul><li>University degree in languages or a technical discipline (e.g. engineering, science, technology) </li></ul><ul><li>Subject matter expertise in target vertical market sectors </li></ul><ul><li>Experience in working with terminology, translation memory and other linguistic tools </li></ul>
  15. 15. The way we work – Translator Quality Control <ul><li>We encourage creativity & understanding of context whilst translating, to avoid misleading word for word translations by– </li></ul><ul><li>Employing qualified, skilled translators with in-depth knowledge about the subject matter in question </li></ul><ul><li>Ensuring Translation Quality Control </li></ul><ul><li>Deploying state of the art translation memory and terminology tools </li></ul><ul><li>Providing documented style guidelines and reference material </li></ul><ul><li>Subject Matter Training </li></ul><ul><li>Centralised query resolution process </li></ul><ul><li>Ensuring a translation feedback process </li></ul>
  16. 16. The way we work – Client & Project Management <ul><li>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 </li></ul><ul><li>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 </li></ul><ul><li>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 </li></ul><ul><li>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 </li></ul>
  17. 17. The way we work – Customer Reporting <ul><li>We will hold regular performance / account reviews, the frequency & content of such reviews would be agreed with you , reporting on these key areas: </li></ul><ul><ul><li>Spend per document type (annual) </li></ul></ul><ul><ul><li>Spend (quarterly / annual) </li></ul></ul><ul><ul><li>Cost per word, by document type </li></ul></ul><ul><ul><li>Cost per page, by document type (if applicable, i.e. if published output is required) </li></ul></ul><ul><ul><li>Turnaround times, by document type </li></ul></ul><ul><ul><li>Delivery performance against targets by document type </li></ul></ul><ul><ul><li>Customer Satisfaction - Key Contacts & End Users </li></ul></ul><ul><ul><li>Complaints logged & resolved, quarterly </li></ul></ul><ul><ul><li>Translation Memory re-use levels, by document type </li></ul></ul><ul><ul><li>Number of words translated (annual) in relation to spend </li></ul></ul><ul><ul><li>Volume split across document types (annual) </li></ul></ul>
  18. 18. The way we work - Complaints & Escalation process <ul><li>Why do we need a complaints process </li></ul><ul><ul><li>to understand & improve the quality of the service that we provide you </li></ul></ul><ul><ul><li>to understand the activity within each account </li></ul></ul><ul><li>What is a complaint - </li></ul><ul><ul><li>An issue raised by you indicating a fault in the service provided </li></ul></ul><ul><li>Any complaints received are logged by the Client / Project Manager </li></ul><ul><li>An owner for the complaint will be assigned and any complaints logged will be formally acknowledged </li></ul><ul><li>All complaints will be resolved or have an action plan agreed with the customer within 5 working days of having received the complaint </li></ul><ul><li>Any action plans or solutions agreed are documented and kept on file for reporting to senior management on a monthly basis. </li></ul>
  19. 19. Our Business Partnership with you <ul><li>Working together – we make it our duty to: </li></ul><ul><li>Understand your long-term strategies and objectives </li></ul><ul><li>Understand where we can best contribute and … </li></ul><ul><li>Drive your key critical success factors </li></ul><ul><li>Building on our expertise and experience within the Translation & Localization Industry </li></ul>
  20. 20. In Summary – A structured Language Service <ul><li>Providing translation & localization services through an outsourcing relationship </li></ul><ul><li>Supporting your language service requirements </li></ul><ul><li>One-stop-shop – we can provide one, many or all of the components </li></ul><ul><li>Global Project Management </li></ul><ul><li>Your Long term strategic partner </li></ul><ul><li>Through understanding the business we can provide control and enhancements to the process through a business partnership </li></ul>
  21. 21. Delivering Customer Benefits to the Oil Gas Sector <ul><li>COMPLEXITY </li></ul><ul><ul><li>5 languages, 2 markets, 2 source languages </li></ul></ul><ul><li>SUBJECT MATTER </li></ul><ul><ul><li>Site Surveys / Geological Studies / Technical Documentation / HR / Sales & Marketing / CAD </li></ul></ul><ul><li>2010 ACTIVITY </li></ul><ul><ul><li>4 million source words, 5000 CAD drawings translated </li></ul></ul><ul><li>ACHIEVEMENTS </li></ul><ul><ul><li>99.7% delivery on time </li></ul></ul><ul><ul><li>97% customer satisfaction </li></ul></ul><ul><ul><li>60% reduction in cost (versus peak over contract life) </li></ul></ul>
  22. 22. Delivering Customer Benefits to the Heavy Automotive, Industrial Sectors <ul><li>COMPLEXITY </li></ul><ul><ul><li>15 languages, global market (excluding North America), 6 product ranges </li></ul></ul><ul><li>SUBJECT MATTER </li></ul><ul><ul><li>Owner Manuals, Owners literature, marketing, technical service manuals, technical bulletins </li></ul></ul><ul><li>2010 ACTIVITY </li></ul><ul><ul><li>2.9 million words translated </li></ul></ul><ul><li>ACHIEVEMENTS </li></ul><ul><ul><li>61% re-use (slight drop due to introduction of 4 new languages) </li></ul></ul><ul><ul><li>75% reduction in cost per word (average over contract life) </li></ul></ul><ul><ul><li>94% delivery on time (agreed with client due to ‘above contract’ volumes) </li></ul></ul>
  23. 23. 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