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Philips Healthcare: A Case Study. Adoptiong a Test Center Approach to Launch High-Tech Medical Equipment

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As Philips Healthcare was preparing to launch its newest advanced defibrillator/monitor, it wanted to ensure a high-quality user experience for its non-English speaking as well as English speaking customers. Key to that was accurately localizing the software, the voice prompts and remaining user interface for markets around the world.

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Philips Healthcare: A Case Study. Adoptiong a Test Center Approach to Launch High-Tech Medical Equipment

  1. 1. Adopting a Test Center Approach to Launch High- Tech Medical Equipment As Philips Healthcare was preparing to launch its newest advanced defibrillator/monitor, it wanted to ensure a high-quality user experience for its non-English speaking as well as English speaking customers. Key to that was accurately localizing the software, the voice prompts and remaining user interface for markets around the world. Philips Healthcare is a long-standing user of SDL software localization solutions but for this project, the company wanted to take a new approach to ensure efficient, cost- effective localization while satisfying stringent regulatory requirements. Working through the SDL testing center in Colorado, this global leader was able to translate its new device into 21 languages in record time and ensure while still meeting the highest levels of quality. Language www.healthcare.philips.com Headquarters: Amsterdam, the Netherlands Size: 37,000 employees in over 100 countries Net sales (2013): EUR 9.5 billion
  2. 2. Case Study | Philips Healthcare 2 The challenge: Efficiently localize the new product’s software, voice and user interfaces. Increasingly, many countries’regulatory bodies will only accept medical devices that are translated into their native language. As a truly global leader, Philips Healthcare has incorporated software, voice and user interface localization into its standard processes. Over the years, Philips Healthcare has used a range of SDL solutions and services for software & voice verification and translation. As Tim Paiva, Senior Learning Products Developer, Emergency Care Solutions, for Philips Healthcare explains, “We work with SDL because of its translation expertise including in-country contacts, infrastructure to support localization, know- how working with multiple companies and best practices when it comes to language technologies.” Philips Healthcare uses SDL Passolo for its software localization. SDL translators are often sent screenshots or brought on site to directly validate the software’s translation. This approach largely serves the company’s purposes, but for this project it needed to conduct localization and verifications quicker, at a lower cost and with less involvement from its internal resources. It also needed to maintain standards of high-quality localization. According to Curt Freeman, a senior software engineer responsible for localization within the Emergency Care Solutions division at Philips Healthcare,“It’s a time-consuming and painstaking process to pick and catalog the right screenshots for review when working with a device you’re not yet fluent in yourself. While it’s valuable to work side-by-side with expert translators from SDL, bringing them in-house is not always practical and can be expensive. And whether we’re sending screenshots or working with in-house translators, time and costs can quickly add up when we run into technical issues with the device being validated.” Because Philips Healthcare was localizing the integrated defibrillator/monitor for 21 languages – eight of which it had never translated the UI before, it needed a new approach. At the recommendation of SDL consultants, Philips Healthcare decided to take advantage of SDL’s testing center of excellence to speed up on-site localization and verification of its new software. “We grasped the value of centralized testing of our software. In addition to keeping our latest device and testing equipment in one location, the approach would enable us to shave time and costs while maintaining our commitment to quality.” Tim Paiva, Senior Learning Products Developer, Emergency Care Solutions for Philips Healthcare
  3. 3. Case Study | Philips Healthcare 3 The solution: Pairing software localization with on-site verification Philips Healthcare felt the test center was the perfect choice for localizing and verifying its newest device. Already using SDL Passolo and SDL Translation Management System (TMS), the company appreciated being able to seamlessly work these solutions into the process. “We grasped the value of centralized testing of our software. In addition to keeping our latest device and testing equipment in one location, the approach would enable us to shave time and costs while maintaining our commitment to quality.”recalls Paiva. The local SDL team led the project, working together with the SDL testing center.They set up a customized testing lab while Philips Healthcare brought an SDL employee up to speed on the equipment. Combined with centralized localization in the testing center, translators were able to easily view previously verified strings along with ones that needed rework to ensure the best localization possible.“Working with the testing center means SDL translators could deliver an extremely high level of quality when it came to localization because they were seeing strings in context within the device,”explains Paiva. The local SDL team led the project, working together with the SDL testing center. They set up a customized testing lab while Philips Healthcare brought an SDL employee up to speed on the equipment. 40% reduction in overall project time Saved over 50% in project costs
  4. 4. Case Study | Philips Healthcare 4 SDL (LSE: SDL) allows companies to optimize their customers’experience across the entire buyer journey. Through its web content management, analytics, social intelligence, campaign management and translation services, SDL helps organizations leverage data-driven insights to understand what their customers want, orchestrate relevant content and communications, and deliver engaging and contextual experiences across languages, cultures, channels and devices. SDL has over 1,500 enterprise customers, over 400 partners and a global infrastructure of 70 offices in 38 countries. We also work with 72 of the top 100 global brands. Copyright © 2014 SDL plc. All Rights Reserved. All company product or service names referenced herein are properties of their respective owners.SDL_cs_Philips Healthcare_EN_A4 For more information, visit www.sdl.com The result: Streamlined localization, verification and high levels of quality From the start, Philips Healthcare saw the benefits of SDL’s global structure. The SDL team in Germany collaborated with the US- based testing center consultants. The in-market support was invaluable and Philips Healthcare was able to keep the project moving across time-zones. By using trained testers and formalized testing processes, less involvement was required by Philips Healthcare. In fact, the company estimates that the time taken for testing verification was reduced by about 35%. And because the SDL test lead had a view across all languages, it was possible to achieve high levels of localization quality and consistency at lower costs. The group of translators working together at the test center quickly developed a tracking system to ensure consistent terminology during localization. According to Freeman,“While this happens during in-house projects, the test center and team lead approach streamlines the process, providing a convenient way to achieve consistent translations.” Paiva estimates that Philips Healthcare realized over 50% in cost savings by using SDL Passolo in combination with the test center, not to mention time gains. The future: Ongoing success “Pairing SDL Passolo and the testing center is a best practice that significantly helps improve localization quality because translators are testing the software for both functionality and language in context. SDL helped us meet our quality, cost and international software release targets”says Paiva. “With SDL, we have a process that yields high quality translation possible in a cost-effective and streamlined way,”concludes Freeman. Key benefits • Saved over 50% in project costs • 40% reduction in overall project time • Maintained high quality of translations • Easily pinpointed translation consistency issues • Centralized the testing process in a controlled environment • Less involvement required by Philips Healthcare employees The company estimates that the time taken for testing verification was reduced by about 35%.

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