LISA Forum Europe 2010

LOST IN TRANSLATION
What standard we lack in globalization industry

Demid Tishin All Correct Language Solutions www.allcorrect.ru

CLIENT-LSP RELATIONSHIPS
Deadlines Purpose Confidentiality Budget

I need the manual in 5 days.

This is for in-house trainers.

Top secret.

Budget = $ 10,000

CLIENT-LSP RELATIONSHIPS
You need revision and subject matter review
Workflow includes proofing

Our translators have 10 years of expertise

Were ISO and EN certified There wont be any stylistic errors

CLIENT-LSP RELATIONSHIPS

Clients* and LSPs* speak different languages!

CLIENT-LSP RELATIONSHIPS

All LSPs speak different dialects!

CLIENT-LSP RELATIONSHIPS: IMPLICATIONS

Difficult to benchmark LSPs Price-based service buying

End user often suffers

CLIENT-LSP RELATIONSHIPS: IMPLICATIONS

When client learns one dialect, he resists learning another one notwithstanding potential benefits offered by a new vendor

Increased dependence on a particular LSP Rigid service buying patterns

Business risks

CLIENT-LSP RELATIONSHIPS: IMPLICATIONS

Each LSP has a different set of criteria for selecting subcontractors that often includes formal parameters (e.g. certification, workflow, years of experience etc.)

Narrowing of resource database

Decreased turnaround

CLIENT-LSP-END USER
This manual is for our in-house trainers. Done, Sir!

We dont need all this mass of paper but only figures! And terminology is shit.

CLIENT-LSP-END USER: IMPLICATIONS

Client

is not always informed of the real end users needs LSPs project manager does not care or is not informed of clients needs either End user suffers

CLIENT NEEDS AND WORKFLOW

Thousands of clients Different client needs

Rigid workflow and competence requirements (e.g. EN 15038, ASTM 2575, CILT NOS)

CLIENT NEEDS AND WORKFLOW: IMPLICATIONS

Unnecessary workflow stages are implemented

Decreased turnaround Increased budgets

LSPS COMPETENCES AND WORKFLOW

Thousands of LSPs Different competences

Rigid workflow requirements (EN 15038, ASTM 2575, in-house client policies)

LSPS COMPETENCES AND WORKFLOW: IMPLICATIONS

Unnecessary workflow stages implemented and insufficient attention paid to competences (i.e. work of an experienced 100%-on-timeand-no-quality-claims translator is revised by a newbie or biased editor)

Decreased turnaround Increased budgets Decreased vendor loyalty Decreased quality

QUALITY MANAGEMENT AND METRICS Present standards help to manage:

Present metrics help to measure:

Competences Workflow

Product quality (Translation quality index)

We measure one thing, and manage another!

WHAT WE NEED Unified error classifier Unified classifier of LSPs competences Mapping between typical client needs and quality requirements, i.e. profiles of allowed errors Mapping between errors and competences required to avoid them Mapping between competences of subcontractors and resulting competence of the LSP (through workflows) Guidelines to select evaluators and measure competences

WHAT WE GET

Happy end user

Happy LSP

Happy client Happy subcontractor

Demids view of the mapping is available on request: dtishin@allcorrect.ru Lets map!

Thank you! Questions?

APPENDIX 1: WHAT PRESENT STANDARDS COVER

client requirements
Fitness for intended use Terminology, Style, Formatting etc. Confidentiality

provider abilities
CONTR ACTORS Com peten ces & resou rces Com peten ces & resou rces

compare

Turnaround time Service level Price

Com peten ces & resou rces

Cost

Price Make a treaty

Revise requirements

Revise resources Measure quality

EN 15038, ASTM F2575, CILT NOS, LISA QA Model, SAE J2450 etc.

Workflow

Product

APPENDIX 1: WHAT MAPPING WE LACK

client requirements
Fitness for intended use Terminology, Style, Formatting etc. Confidentiality

provider abilities
CONTR ACTORS Com peten ces & resou rces Com peten ces & resou rces

compare

Turnaround time Service level Price

Com peten ces & resou rces

Cost

Price Make a treaty

Revise requirements

Revise resources Measure quality

Workflow

Product