Quality is in the Eye of the Beholder, by Katia Azevedo


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Katia Azevedo, Language Services Manager for Xerox Global Services, North America Operations, 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.

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Quality is in the Eye of the Beholder, by Katia Azevedo

  1. 1. Quality is in the Eye of the Beholder Katia Azevedo Xerox Corporation
  2. 2. Xerox Global Services <ul><li>Overview </li></ul><ul><li>Xerox Global Services is the premier global provider of Business Innovation and Managed Services offerings that consistently deliver better business results for our customers. </li></ul><ul><li>Xerox Global Services’ goal is to be the Number 1 provider of outsourced document processing services. </li></ul>Localization Production Network <ul><li>Capacity </li></ul><ul><li>$3.5 billion revenue 2008 </li></ul><ul><li>Over 15,000 services professionals worldwide </li></ul><ul><li>2,000 professional consultants, work practice specialists, systems integrators and process engineers </li></ul><ul><li>Proven track record with over 6,000 clients in more than 50 countries </li></ul><ul><li>What You May Not Expect </li></ul><ul><li>Nearly 40 years of experience in successfully managing product documentation development, localization and learning services for Xerox </li></ul><ul><li>Over 1,500 document specialists, translators, project managers and learning experts worldwide </li></ul><ul><li>More than 15 years providing benchmark services to our external clients </li></ul><ul><li>One of the top language service providers worldwide </li></ul>
  3. 3. <ul><li>ISO9001:2008 – registration for Quality Management Systems in Document Lifecycle Services achieved June 1997: certificate FS37209 </li></ul><ul><li>ISO27001:2005 – registration for Information Security achieved December 2004: certificate IS84369 </li></ul><ul><li>BS15038:2006 – conformance with new European translation services standard achieved July 2007 </li></ul><ul><li>Mature business resumption, disaster recovery and emergency preparedness plans in operation </li></ul><ul><li>24/7 building security with card access and CCTV </li></ul><ul><li>Full software, network and data security processes </li></ul>Global Industry Standards
  4. 4. Xerox Translation Quality Assessment Process (TQA) <ul><li>Translation Quality Assurance at Xerox is achieved through: </li></ul><ul><li>Well established supplier recruitment processes </li></ul><ul><li>Use of only qualified translators </li></ul><ul><li>Ongoing quality control and feedback loop </li></ul><ul><li>Use of translation memory and terminology tools </li></ul><ul><li>Robust reference material support, glossaries, style guidelines </li></ul><ul><li>Documented project plans, clearly defined production processes/requirements, contingency plans </li></ul><ul><li>Subject matter training as appropriate </li></ul><ul><li>Centralized query resolution teams/processes </li></ul>
  5. 5. Xerox Translation Quality Assessment Process (TQA) <ul><li>Performance data on each supplier and throughout the translation lifecycle </li></ul><ul><li>Internal proofing of all new suppliers </li></ul><ul><li>Random sampling checks and regular reviews of all suppliers </li></ul><ul><li>Breakdown of corrections made during proofreading; 12 distinct defect categories of corrections (misinterpretation of source; wrong/inconsistent terminology, spelling or grammar; omissions, etc…) </li></ul><ul><li>Errors classified as minor, serious or critical </li></ul><ul><li>Regular TQA review meetings </li></ul><ul><li>Translation suppliers ranked accordingly (T1 to T5) </li></ul><ul><li>TQA tracking database </li></ul><ul><li>Point-of-need performance data on all translators working on Xerox projects </li></ul><ul><li>Feedback loop ensuring awareness from all translators (in-house or external) of Xerox quality expectations and ability to improve and develop their translation skills </li></ul>
  6. 6. Vendor Selection Process/Requirements <ul><li>Translators: </li></ul><ul><li>Native speakers of target language </li></ul><ul><li>Experience in translating from source language </li></ul><ul><li>Degree in languages or relevant technical discipline </li></ul><ul><li>Subject matter expertise in the target industry sector </li></ul><ul><li>Competency with terminology/translation and other linguistic tools </li></ul><ul><li>Stringent vendor testing: pass rate around 30% </li></ul><ul><li>Lead Translators: </li></ul><ul><li>Minimum of 5 years experience as a professional translator </li></ul><ul><li>Extensive knowledge of the subject matter in question </li></ul><ul><li>Proofreaders: </li></ul><ul><li>Fully qualified translators with appropriate subject matter expertise </li></ul>We provide subject matter training and support to highly qualified translators Identify gap Search for new suppliers Select suppliers for evaluation based on references Evaluate translation ability Sign contract Set up new supplier Start End
  7. 7. Different Flavors of Spanish <ul><li>Increased requests for different flavors of Spanish, targeting specific markets/regions: </li></ul><ul><li>Translator profile changes based on the request; </li></ul><ul><li>Different approaches established: </li></ul><ul><ul><li>Country-specific glossaries, terminology, style guides, and TMS </li></ul></ul><ul><ul><li>Translate once and adapt translations to the specific region/market </li></ul></ul><ul><ul><li>Establish communication channels between translator and validator early in the translation process to reduce validation changes and wasted cycles </li></ul></ul><ul><ul><li>Depending on target country/deliverable, deploy “transcreation” strategy </li></ul></ul>Best Practice: Approach needs to meet specific client needs !
  8. 8. Price Pressure Everywhere Click to play
  9. 9. THANK YOU! OBRIGADA! Katia Azevedo [email_address]