Dell Self-Certification QA Program
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Dell Self- Certification QA Program Driving Reduced Cost & TAT while Maintaining High Quality
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Dell Self-Certification QA Program . Driving Reduced Cost & TAT while Maintaining High Quality. Agenda. Current Status of Dell Localization Program Introducing Language Quality Services Introducing Self-Certification Tackling the Big 3 Lower Cost Higher Velocity Optimal Quality - PowerPoint PPT Presentation
Transcript of Dell Self-Certification QA Program
Dell Self-Certification QA Program Driving Reduced Cost & TAT while Maintaining High Quality
Agenda
• Current Status of Dell Localization Program• Introducing Language Quality Services• Introducing Self-Certification• Tackling the Big 3
– Lower Cost– Higher Velocity– Optimal Quality
• Next Steps• Q&A
Current Status of Localization Programat Dell.com
Quality 99.5% 99.7% 99.7% 99.7%On Time Delivery
80% 93% 93% 96%
Duration (Days)
6.5 6.4 4.4 3.3
Dell Translation Evolution• On path to reduce costs by 50% per word while improving quality & scaling volume 2X
KPIs
Cost per Word
Volume605550454035302520
Volume (M
illions)Co
st p
er W
ord
(Cen
ts/W
ord)
FY09 FY10 FY11 FY12
Introducing…Language Quality Services (LQS)
• Language Quality Services (LQS) is an independent business unit within Lionbridge that provides consultative language services for clients• Most Common Activities:
– Linguistic Audits of software, help, documentation, Web content, packaging, audio, video, etc.
– Subject Matter Expertise reviews for Life Sciences, Pharmaceutical, and Technical domains
– Establishing baseline translation performance metrics
– Style Guides, Glossaries, Internal QA Process and Metrics
– Geo-political, cultural, content & market specific audits
What is Language Quality Services?
Introducing…Self-Certification
Goal:Develop a Program to improvequality at source across a multi-vendor solution while aggressively driving down costs andincreasing velocity
Dell Self-Certification Maturity Model
BusinessObjective:
Key Steps:
• Establish PremiumQuality
• Reduce Cost• Maintain
Quality
“Crawl”“Walk”
“Run”
• Proof and Review responsibility begins to shift back to L10n Vendors
• Testing and Training of Dell Qualified Linguists
• Weekly Audits• Quality Calls• Management of
Language Assets
• Full Review of all Languages prior to deliver
• Reduce Cost• Higher Velocity• Optimal Quality
Full Review ofAll Languages
3-Tier Review Model
Self-Certification
Self-Certification:Benefits
0
100,000
200,000
300,000
400,000
500,000
600,000
700,000
800,000
900,000
1,000,000
Top 10 Languages per Quarter
Q1Q2Q3Q4
Lower Volumes
Reduced Cost
1 2 3 4$0
$100,000
$200,000
$300,000
$400,000
$500,000
$600,000
$700,000
Dell Spend in US$ per Quarter on 3rd Party Review
• Represents $1M in annualized savings
Higher Velocity
• Introducing 3 day SLA in Q3FY13
FY09 FY10 FY11 FY12Quality 99.5
%99.7%
99.7%
99.7%
SLA 80% 93% 93% 96%Duration (Days)
6.5 6.4 4.4 3.3
Optimizing Quality
1 2 3 4 5 6 7 8 9 101112131415161718192021222324252627282930313233343536373839404142434445464748505152530.98
0.982
0.984
0.986
0.988
0.99
0.992
0.994
0.996
0.998
1
Average Rate per Review Tier
50% Review Full Review Self-cert
Minimal Variation in the Self-Cert Rate 99.79% Average99.65% to 99.88%
• Goal is to drive outlier languages to consistent high level of quality
LQS Adapted Role
• Execution of non-standard tasks
– MT evaluation– TM clean-up
• Focus onLow Volume/Low Quality Languages– Adapt
audits to focus on translator improvement
– Escalation analysis
• Support Self-Certification– Periodic
increase of audit size
– Encourage feedback
– Glossary maintenance
– Terminology management
