Quality is in the Eye of the Beholder - Part 1

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Silvia Avary-Silveira, Senior Localization Manager at VeriSign, explains the processes used in her company to control the quality of its translated materials and to measure the service level of the company's external vendors. The video of this presentation can be seen here: http://www.youtube.com/watch?v=-Z--DHmlS4M

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Quality is in the Eye of the Beholder - Part 1

  1. 1. Quality is in the Eye of the Beholder Silvia Avary-Silveira VeriSign Inc.
  2. 2. VeriSign Inc. <ul><li>15 years old </li></ul><ul><li>1billion revenue </li></ul><ul><li>Main products: </li></ul><ul><ul><li>Manages .com, .net, .tv, .jobs, .name </li></ul></ul><ul><ul><li>SSL Certificates and Secured Seal </li></ul></ul>
  3. 3. What is Quality? <ul><li>According to the Merriam-Webster's Dictionary: </li></ul><ul><li>“ Quality is a degree of excellence, a distinguishing attribute or an acquired skill” </li></ul>
  4. 4. Quality?
  5. 5. Linguistic Quality <ul><li>Difficult to define or measure </li></ul><ul><li>Subjective </li></ul><ul><li>Can change depending on who you ask </li></ul>
  6. 6. VeriSign Approach to Quality <ul><li>Key measurements: </li></ul><ul><ul><li>Linguistic quality scorecards </li></ul></ul><ul><ul><li>Deliverable turnaround time </li></ul></ul><ul><ul><li># of complaints </li></ul></ul><ul><ul><li>Even though we are not measuring it yet, vendor responsiveness is important to us and it can affect how we view the quality of the service being provided. </li></ul></ul>
  7. 7. Quality Scorecards Output <ul><li>Overall vendor perfomance </li></ul><ul><li>Project level </li></ul><ul><li>Language level </li></ul><ul><li>Quality comparison among vendors </li></ul>
  8. 8. Client Review Web Page Development
  9. 10. We are not there yet… <ul><ul><li>Quality starts at the source! </li></ul></ul>
  10. 11. Quality?
  11. 12. THANK YOU! Silvia Avary-Silveira [email_address]

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