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LSI Global Communications Maturity Model

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Localization Maturity Model - the Reactive Stages.

We understand that most organizations do not have the time and internal resources to focus on process management and improvement on their own. Language Solutions Inc. has developed the Client Mentor Program™ to work side-by-side with our clients, guiding and empowering them to take an active role in their globalization and localization initiatives. This assistance and the tools for clients are offered for your success as your translation needs and management of those needs grow.

The LSI Global Communication Maturity Model™ 2.0 shows an enhanced view of the stages through which organizations will progress when implementing a global communications strategy. Each stage represents a point in time when an organization faces unique challenges that must be met and built upon in order to move forward on their global business path.

http://www.langsolinc.com/translation-quality-standards/localization-maturity/

Published in: Business, Economy & Finance
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LSI Global Communications Maturity Model

  1. 1. of organizations are in the proactive stages of maturity Reactive Stages Proactive Stages AD-HOC Organizations at this stage are just beginning to respond to international market demands. CONSCIOUS Organizations at this stage are just beginning to realize all that is involved in multilingual communications. BRUTE-FORCE Organizations at this stage have a regular schedule of larger scope projects requiring more resources, technology and processes. Risks are tangible. HIGH RISK Organizations at this stage have so much invested in translation that they will continue to provide global communications. Awareness and management of risks are critical at this stage. MANAGED Organizations at this stage have a successful business process outsource (BPO) model for multilingual communications that has little to no points of pain. MATURE Organizations at this stage have well documented successful, repeatable processes with stability and predictability. TURNKEY Organizations at this stage have a higher level of self-sufficiency and have internalized best practices of the multilingual communications industry. Growth Risk/Reward 80% LSI Global Communication Maturity Model of organizations are in the reactive stages of maturity 20% Language Solutions Inc. n World Trade Center - STL n 7733 Forsyth Blvd. Suite 2200 n St. Louis, MO 63117 ph. 314-725-3711 n info@langsolinc.com n www.langsolinc.com
  2. 2. LSI Global Communication Maturity Model REACTIVE STAGES – PERCEPTIONS In the first 4 stages of maturity, it is important to understand and manage the shift in perceptions to avoid the pitfalls of the brute-force and high-risk stages: Language Solutions Inc. n World Trade Center - STL n 7733 Forsyth Blvd. Suite 2200 n St. Louis, MO 63117 ph. 314-725-3711 n info@langsolinc.com n www.langsolinc.com AD-HOC TO HIGH RISK KNOWLEDGE • LIMITED EXPOSURE TO TRANSLATION PROJECTS ► • PROCESS AND COST AWARENESS • SOME TECHNOLOGY EXPOSURE ATTITUDES • OUT OF COMFORT ZONE • ADDITIONAL RESPONSIBILITY ON TOP OF OTHERS • SHORT TERM / 'ONE-OFFs’ ► • PROFESSIONAL DEVELOPMENT IN GLOBAL AND CULTURAL COMPETENCY A POSITIVE • OWNERSHIP OF RESULTS • CONTINUOUS / LONG-TERM PERCEPTION • TRUST IS A GUT FEEL • COMMODITY PURCHASE / PRICE ► • TRUST BASED ON RELATIONSHIP • AWARENESS OF VALUE POINTS • EXPERIENCE FROM PAST PAIN POINTS SHAPES PERCEPTION Reactive Stages AD-HOC CONSCIOUS BRUTE-FORCE HIGH RISK Growth
  3. 3. AD-HOC CONCIOUS BRUTE-FORCE HIGH RISK SCOPE SINGLE PROJECTS REPEAT PROJECTS INCREASED VOLUME & COMPLEXITIES HIGH VOLUME HIGH COMPLEXITY ORGANIZATION ONE INDIVIDUAL MULTIPLE REQUESTORS MULTIDISCIPLINARY GROUPS DEPARTMENTAL FOCUS PROCESS FOCUS EXPERIMENTAL COST DRIVER AWARENESS PROCESS IMPROVEMENT TECHNOLOGY & AUTOMATION BUDGET PRICE COST EFFICIENCIES INVESTMENT IN PROCESSES INVESTMENT IN TECHNOLOGY Reactive Stages AD-HOC CONSCIOUS BRUTE-FORCE HIGH RISK Growth LSI Global Communication Maturity Model REACTIVE STAGES – GROWTH MODEL Language Solutions Inc. n World Trade Center - STL n 7733 Forsyth Blvd. Suite 2200 n St. Louis, MO 63117 ph. 314-725-3711 n info@langsolinc.com n www.langsolinc.com
  4. 4. LSI Global Communication Maturity Model Language Solutions Inc. n World Trade Center - STL n 7733 Forsyth Blvd. Suite 2200 n St. Louis, MO 63117 ph. 314-725-3711 n info@langsolinc.com n www.langsolinc.com Reactive Stages AD-HOC Growth 1. AD-HOC STAGE – WHERE ARE YOU NOW? SCOPE Low volume in one or two languages. Project driven; ad-hoc ORGANIZATION Usually managed by one individual with other job responsibilities PROCESS FOCUS Few or no processes are established — experimental at best. These processes would be based around the creation, development and deployment of source content BUDGET Drivers of costs are unknown
  5. 5. LSI Global Communication Maturity Model 1. AD-HOC STAGE – RISK FACTORS  Limited awareness on what goes into purchasing translation services: Buyers cannot compare apples to apples in quotes, cannot define service levels needed or deliverables. No performance metrics expected.  No awareness of pain points on growth in this model.  Price determines purchase decision, regardless of outcomes. Buyers tend to purchase on a per word rate only, don’t question what is included or expected.  Project dissatisfaction because project requirements were never clearly communicated or known. Many buyers don’t know what they need at this time. Language Solutions Inc. n World Trade Center - STL n 7733 Forsyth Blvd. Suite 2200 n St. Louis, MO 63117 ph. 314-725-3711 n info@langsolinc.com n www.langsolinc.com Reactive Stages AD-HOC Growth
  6. 6. LSI Global Communication Maturity Model 1. AD-HOC STAGE – HOW CAN WE HELP?  Project assessment: we ask the right questions to determine exactly what you need.  Established Client Mentor Program ingrained in our culture to assist organizations.  The burden is on us to establish trust – let us prove our worth.  Education on our industry to raise awareness and shape perspective.  Tools and technology that fits your project needs.  Process efficiencies at this stage are tactical. Early adoption of Language and Design Readiness process efficiencies objectives (see our Global Readiness Audit). We help you grow through this model with less pain. Language Solutions Inc. n World Trade Center - STL n 7733 Forsyth Blvd. Suite 2200 n St. Louis, MO 63117 ph. 314-725-3711 n info@langsolinc.com n www.langsolinc.com Reactive Stages AD-HOC Growth
  7. 7. LSI Global Communication Maturity Model 2. CONSCIOUS STAGE – WHERE ARE YOU NOW? SCOPE Still project driven, but more repeatable ORGANIZATION Managed by individual(s) with other job responsibilities PROCESS FOCUS Language Service Provider (LSP) is driving process improvements; awareness on best practices in the Language and Design Readiness categories BUDGET Cost awareness is growing Language Solutions Inc. n World Trade Center - STL n 7733 Forsyth Blvd. Suite 2200 n St. Louis, MO 63117 ph. 314-725-3711 n info@langsolinc.com n www.langsolinc.com Reactive Stages AD-HOC Growth CONSCIOUS
  8. 8. LSI Global Communication Maturity Model 2. CONSCIOUS STAGE – RISK FACTORS  Brand consistency is at risk when foreign languages are introduced.  Loss of customer satisfaction with complaints on terminology usage.  Process inefficiencies can lead to higher costs later upon repeat projects or growth.  Lack of structured guidelines and criteria for internal review of translation threatens quality and timeframes.  Not able to evaluate the strategy for purchasing translation. Can’t differentiate between suppliers or evaluate them. Not aware of pain points at this stage.  Opportunity for learning can be hindered by low cost suppliers unwilling and unable to share best practices or any performance measures. Language Solutions Inc. n World Trade Center - STL n 7733 Forsyth Blvd. Suite 2200 n St. Louis, MO 63117 ph. 314-725-3711 n info@langsolinc.com n www.langsolinc.com Reactive Stages AD-HOC Growth CONSCIOUS
  9. 9. LSI Global Communication Maturity Model 2. CONSCIOUS STAGE – HOW CAN WE HELP?  Focus and Awareness on Translation Memory and Terminology management becomes a key strategy to manage quality and consistency at this stage.  Recommendation of key objectives and metrics defined in the Language and Design Readiness category that will help you manage repeatable processes.  Mentorship to help identify areas of improvements in your processes.  Action plans and achievable goals for organizations to manage repeatable projects and drive improvements on their processes and reduce costs.  Relationship and trust built on outcomes and expectations rather than deliverables. Active listening: We listen to your point of view, needs and expectations. Language Solutions Inc. n World Trade Center - STL n 7733 Forsyth Blvd. Suite 2200 n St. Louis, MO 63117 ph. 314-725-3711 n info@langsolinc.com n www.langsolinc.com Reactive Stages AD-HOC Growth CONSCIOUS
  10. 10. LSI Global Communication Maturity Model 3. BRUTE-FORCE STAGE – WHERE ARE YOU NOW? SCOPE Projects become more complex and multidisciplinary ORGANIZATION Need for multidisciplinary groups to perform tasks PROCESS FOCUS Project efficiencies do not mitigate risk. More planning is needed to complete the task BUDGET Cost efficiencies mitigate risk of overspending Language Solutions Inc. n World Trade Center - STL n 7733 Forsyth Blvd. Suite 2200 n St. Louis, MO 63117 ph. 314-725-3711 n info@langsolinc.com n www.langsolinc.com Reactive Stages AD-HOC Growth CONSCIOUS BRUTE-FORCE
  11. 11. LSI Global Communication Maturity Model 3. BRUTE-FORCE STAGE – RISK FACTORS  Risk of overspending. Process efficiencies on organization’s side are required to save on costs.  Working with immature Language Service Providers at this stage will keep you in this stage of growth for a much longer period of time.  Reliance on local affiliates can be too much of an influence and introduce inconsistent brand messaging. May not adhere to schedule or guidelines and impact timeframes.  Risk of internalizing specializations to save on cost impacts outcomes.  Risk of losing momentum through push backs from upper management (resources).  Isolation of business units, divisions, or departments from each other can silo communication.  Manual production processes make project related information difficult to manage and track. Language Solutions Inc. n World Trade Center - STL n 7733 Forsyth Blvd. Suite 2200 n St. Louis, MO 63117 ph. 314-725-3711 n info@langsolinc.com n www.langsolinc.com Reactive Stages AD-HOC Growth CONSCIOUS BRUTE-FORCE
  12. 12. LSI Global Communication Maturity Model 3. BRUTE-FORCE STAGE – HOW CAN WE HELP?  This stage usually warrants an interdisciplinary meeting focused on objectives and outcomes.  Mentorship and identification of the key objectives for your organization that are achievable in shorts periods of time. These are defined in the Content and Strategy Readiness category and will help you standardize processes.  Analyze and Report on cost efficiencies, growth and metrics that the organization can track for improvements.  Balanced Scorecard (outcomes and expectations) for relationship is reviewed quarterly. Includes metrics and opportunities for improvement.  Customized service, education, reporting and research according to your specific needs. Language Solutions Inc. n World Trade Center - STL n 7733 Forsyth Blvd. Suite 2200 n St. Louis, MO 63117 ph. 314-725-3711 n info@langsolinc.com n www.langsolinc.com Reactive Stages AD-HOC Growth CONSCIOUS BRUTE-FORCE
  13. 13. LSI Global Communication Maturity Model 4. HIGH RISK STAGE – WHERE ARE YOU NOW? SCOPE High volume; Scalability, Time-To-Market and Content Reuse becomes problematic ORGANIZATION Organization is at turning point. Global messaging has been elevated to a key component of the organization’s strategy; need for a more dedicated staff PROCESS FOCUS Centralized efforts may be desired, but lack of coordination and processes may further inhibit efficiencies BUDGET Investment in technology, people and processes is key Language Solutions Inc. n World Trade Center - STL n 7733 Forsyth Blvd. Suite 2200 n St. Louis, MO 63117 ph. 314-725-3711 n info@langsolinc.com n www.langsolinc.com Reactive Stages AD-HOC Growth CONSCIOUS BRUTE-FORCE HIGH RISK
  14. 14. LSI Global Communication Maturity Model 4. HIGH RISK STAGE – RISK FACTORS  Because global messaging is now part of the corporate strategy, it’s requiring new processes which can consume more of internal resources.  Without technology adoption, manual processes delay growth and progress.  Siloed organizations have difficulty implementing centralized efforts; organizational habits of individuals are varied and threaten plan to improve.  Senior management buy-in can be difficult as budgets need to grow, while the translation does not yet take priority in overall communication strategy.  Purchasing department may want to consolidate vendors with a focus on price only, putting quality at risk. Decisions by this department may not be aligned with global communication strategy and may end up costing the organization more. Language Solutions Inc. n World Trade Center - STL n 7733 Forsyth Blvd. Suite 2200 n St. Louis, MO 63117 ph. 314-725-3711 n info@langsolinc.com n www.langsolinc.com Reactive Stages AD-HOC Growth CONSCIOUS BRUTE-FORCE HIGH RISK
  15. 15. LSI Global Communication Maturity Model 4. HIGH RISK STAGE – HOW CAN WE HELP?  Process management becomes a balanced scorecard approach, where defined objectives, action items and metrics become a centralized and collaborative effort.  Balanced Scorecard approach can help buy-in process by linking measures and outcomes to organization’s metrics that have value for senior management.  Work in collaborative effort with Purchasing department to identify their specific pain points and achieve the needed solutions.  Centralization around global communication strategy using objectives from all stages to move the organization from unmanaged to managed stage. Continued on next slide Language Solutions Inc. n World Trade Center - STL n 7733 Forsyth Blvd. Suite 2200 n St. Louis, MO 63117 ph. 314-725-3711 n info@langsolinc.com n www.langsolinc.com Reactive Stages AD-HOC Growth CONSCIOUS BRUTE-FORCE HIGH RISK
  16. 16. LSI Global Communication Maturity Model 4. HIGH RISK STAGE – HOW CAN WE HELP? (Continued from previous slide)  Technology identification and recommendations to facilitate automation in the workflow process and manage the content lifecycle.  Financial reporting can be more in-depth but also customized when the organization moves towards a centralized model of outsourcing.  Customized service, education, reporting and research according to your specific needs. Language Solutions Inc. n World Trade Center - STL n 7733 Forsyth Blvd. Suite 2200 n St. Louis, MO 63117 ph. 314-725-3711 n info@langsolinc.com n www.langsolinc.com Reactive Stages AD-HOC Growth CONSCIOUS BRUTE-FORCE HIGH RISK
  17. 17. LSI Global Communication Maturity Model PROACTIVE STAGES – GROWTH MODEL Language Solutions Inc. n World Trade Center - STL n 7733 Forsyth Blvd. Suite 2200 n St. Louis, MO 63117 ph. 314-725-3711 n info@langsolinc.com n www.langsolinc.com MANAGED MATURE TURNKEY SCOPE SCALABLE GLOBAL TAKES PRIORITY INTEGRATED ORGANIZATION CENTRALIZED STRATEGIC DIVISION INGRAINED PROCESS FOCUS DOCUMENTED AND STANDARDIZED SYSTEMATIC CONTINUOUS IMPROVEMENT INNOVATIVE BUDGET INVESTMENT TRACKING ROI REVENUE DRIVER BRUTE-FORCE HIGH RISK Growth Proactive Stages MANAGED MATURE TURNKEY
  18. 18. Proactive Stages MANAGED LSI Global Communication Maturity Model 5. MANAGED STAGE – WHERE ARE YOU NOW? SCOPE Full optimized outsource model: High Volume; Scalability, Time-To-Market and Content Reuse are manageable ORGANIZATION Organization is optimized for outsourcing large volumes of content; key personnel takes care of repeatable projects PROCESS FOCUS Key processes are documented and standardized BUDGET Investments have been made in technology Language Solutions Inc. n World Trade Center - STL n 7733 Forsyth Blvd. Suite 2200 n St. Louis, MO 63117 ph. 314-725-3711 n info@langsolinc.com n www.langsolinc.com
  19. 19. Proactive Stages MANAGED LSI Global Communication Maturity Model 5. MANAGED STAGE – RISK FACTORS  Lack of regular communication audits to determine level of content required for baseline translation can threaten overspending and limited ROI.  Growing collaboration with local affiliates can threaten organization’s ownership and control of messaging and thereby, brand reputation and identity.  Technology investments may be too great or too little feasibility studies not performed.  Lack of business case built on decision to translate for a given market may cause opportunity losses. Language Solutions Inc. n World Trade Center - STL n 7733 Forsyth Blvd. Suite 2200 n St. Louis, MO 63117 ph. 314-725-3711 n info@langsolinc.com n www.langsolinc.com
  20. 20. Proactive Stages MANAGED LSI Global Communication Maturity Model 5. MANAGED STAGE – HOW CAN WE HELP  Systematic reporting on key Strategic and Organizational objectives helps the organization at this stage to manage their translation workflow and gain insights into trends.  Standardization and documentation of processes can be facilitated and audited by LSI to help the organization self-sustainable in process management and improvement.  Further integration of the Balanced Scorecard approach across all departments. Language Solutions Inc. n World Trade Center - STL n 7733 Forsyth Blvd. Suite 2200 n St. Louis, MO 63117 ph. 314-725-3711 n info@langsolinc.com n www.langsolinc.com
  21. 21. Proactive Stages MANAGED LSI Global Communication Maturity Model 6. MATURE STAGE – WHERE ARE YOU NOW? SCOPE At this stage, scope of work may take more importance than domestic work. May be isolated to key divisions ORGANIZATION Organization has key experts in place across key divisions that manage the localization procesess; document and improve processes. Growth and learning recognized PROCESSES Processes are documented and repeatable at applicable levels. Deployment through organization a focus. BUDGET Budget involves investment into the process and improvement of enterprise-wide systems that include the localization process. C-Level visibility on ROI . Language Solutions Inc. n World Trade Center - STL n 7733 Forsyth Blvd. Suite 2200 n St. Louis, MO 63117 ph. 314-725-3711 n info@langsolinc.com n www.langsolinc.com MATURE
  22. 22. Proactive Stages MANAGED LSI Global Communication Maturity Model 6. MATURE STAGE – RISK FACTORS  End user expectations for continuous support and high quality messaging can lock organizations into long term plans; may not be able to commit ultimately.  Budget constraints may prohibit organizations from implementing analysis/survey/consultation of new target markets.  Initiatives on process improvement and deployment through organization get stalled and inhibit timeframes of global growth strategy. Language Solutions Inc. n World Trade Center - STL n 7733 Forsyth Blvd. Suite 2200 n St. Louis, MO 63117 ph. 314-725-3711 n info@langsolinc.com n www.langsolinc.com MATURE
  23. 23. Proactive Stages MANAGED LSI Global Communication Maturity Model 6. MATURE STAGE – HOW CAN WE HELP?  The organization is becoming more self-sustaining. We work in partnership with key personnel to find areas of improvement, report on findings to monitor and improve the process.  Through technology efficiencies, content routing is optimized. Translation Team management becomes an important aspect to ensure consistency, while handling larger volumes of work.  Further integration of the Balanced Scorecard approach within the company’s overall objectives.  Advise on Enterprise solutions to become more self-sustaining and move to Turnkey. Language Solutions Inc. n World Trade Center - STL n 7733 Forsyth Blvd. Suite 2200 n St. Louis, MO 63117 ph. 314-725-3711 n info@langsolinc.com n www.langsolinc.com MATURE
  24. 24. Proactive Stages MANAGED LSI Global Communication Maturity Model 7. TURNKEY STAGE – WHERE ARE YOU NOW? SCOPE Multilingual Communications is a key strategic component of the business ORGANIZATION Organization usually operates a separate Language Division to manage their multilingual communication business PROCESSES Processes are Ingrained in the culture throughout the organization. Innovation spurs learning and growth. BUDGET ROI driven Language Solutions Inc. n World Trade Center - STL n 7733 Forsyth Blvd. Suite 2200 n St. Louis, MO 63117 ph. 314-725-3711 n info@langsolinc.com n www.langsolinc.com MATURE TURNKEY
  25. 25. Proactive Stages MANAGED LSI Global Communication Maturity Model 7. TURNKEY STAGE – HOW CAN WE HELP?  The organization is self-sufficient in managing multilingual communications.  Translation Team Management becomes a key strategic core competency  Active involvement in maintaining Quality Control in translation.  Viewed as a Strategic Partner.  We work in partnership with key personnel to find areas of improvement, report on findings to monitor and continually improve. Language Solutions Inc. n World Trade Center - STL n 7733 Forsyth Blvd. Suite 2200 n St. Louis, MO 63117 ph. 314-725-3711 n info@langsolinc.com n www.langsolinc.com MATURE TURNKEY
  26. 26. Reactive Stages Proactive Stages AD-HOC Organizations at this stage are just beginning to respond to international market demands. CONSCIOUS Organizations at this stage are just beginning to realize all that is involved in multilingual communications. BRUTE-FORCE Organizations at this stage have a regular schedule of larger scope projects requiring more resources, technology and processes. Risks are tangible. HIGH RISK Organizations at this stage have so much invested in translation that they will continue to provide global communications. Awareness and management of risks are critical at this stage. MANAGED Organizations at this stage have a successful business process outsource (BPO) model for multilingual communications that has little to no points of pain. MATURE Organizations at this stage have well documented successful, repeatable processes with stability and predictability. TURNKEY Organizations at this stage have a higher level of self-sufficiency and have internalized best practices of the multilingual communications industry. Growth Risk/Reward LSI Global Communication Maturity Model Where do you find yourself on the maturation model? First step is to have a conversation with us to see if we are the right fit for you. It’s about building trust first. Language Solutions Inc. n World Trade Center - STL n 7733 Forsyth Blvd. Suite 2200 n St. Louis, MO 63117 ph. 314-725-3711 n info@langsolinc.com n www.langsolinc.com

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