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TLC 2015 Warsaw - The Rumble Seat - Presentation
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Transcript of TLC 2015 Warsaw - The Rumble Seat - Presentation
Agenda
Standards
Quality and the translation industry
Quality management
ISO/DIS 17100
Requirements
ISO/TS 11669:2012
KPIs and capability statements
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Technical standards
Ensure safety and reliability, reduce costs by minimizing waste and errors, and increase productivity
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Process standards
Ensure repeatability, efficiency, consistency, cost reduction, and safety
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Quality in translation
The unique selling proposition of the entire industry, a sort of life vest to rely on, pretending confidence in safety instructions
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Three basic questions
What do translation buyers care about?
What is the impact of technology on translation quality?
Is the current TEP translation model still making sense?
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A buyer’s focal point
Buyers want to know what they spend for and for what it’s worth
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Quality as USP
Commodification of translation Priced on average and market conditions: the lower
the expectations for differentiation, the lower the willingness to pay
Impact of technology
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Translation technology’s impact is lower than the spreading of computers and the Internet
Machine translation
Online machine translation engines and freely available open-source machine translation engines have actually been disrupting the translation industry
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Translation quality standards
The general and stubborn application of unsuccessful, overcomplicated traditional theories and models, prone to subjectivity and fallacy
TranslationA century-old practice: everybody knows it, very few know how it works; with standards claiming to rule all aspects under strict tradition
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ISO 8402: 1987 The totality of features and characteristics of a
product or service that bears its ability to satisfy stated or implied needs.
ISO 9001:2005 Degree to which a set of inherent characteristics of an
object fulfils requirements Requirement
Need or expectation that is stated, generally implied or obligatory.
Characteristic Distinguishing feature
Definitions of quality
Basic quality management
In 10 minutes1. Write down what you do2. Do what you have written3. Substantiate what you have done
After the presentation4. Reflect on how to improve it
Process approach
Breaking down work into interrelated tasks Each task serving a specific goal
Repeatability Maximizing efficiency in using resources Reducing variations
Pros and cons
Repeatable quality Repeatability is not quality
–High degree of control Heavy initial investments
–Reduced impact Major maintenance costs
–Continual improvement –Bureaucratization
–Greater confidence Reduced flexibility
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Translation standards
UNI 10574 Italy 1996 Requirements for translation and interpreting services
ATA Taalmerk The Netherlands 1997 Requirements for translation services
DIN 2345 Germany 1998 Requirements for translation contracts
ÖNORM D 1200 Austria 2000 Requirements for translation and interpreting services
ÖNORM D 1201 Austria 2000 Contracts for translation and interpreting services
SAE J2450 U.S.A. 2001 Translation quality metric
ISO 12616 International 2002 Translation-oriented terminography
GB/T 19682 China 2005 Target text quality requirements for translation services
GB/T 193636.1 China 2008 Specification for translation services
EN 15038 E.U. 2006 Requirements for translation services
ASTM F2575-06 U.S.A. 2006 Quality assurance in translation
ASTM F2809-01 U.S.A. 2006 Requirements for interpretation services
CAN/CGSB-131.10 Canada 2008 Requirements for translation services
ISO/TS 11669 International 2012 General guidance for translation projects
ISO/DIS 17100 International Requirements for translation services
ISO/WD 14080 International Assessment of translations
ISO/CD 18587 International Requirements for machine translation (MT) and post edition levels
Aspects ofquality (Melby)
First Linport Symposium (2011) Translation quality is relative
1.Transcendent quality Accuracy and fluency
2.Manufacturing quality Compliance with specifications
3.User quality End-user satisfaction (dissatisfaction expressed in terms of
specifications)
4.Value quality Price comparison only meaningful between two providers who can
deliver according to same specifications
5.Social quality Societal harm (related to specs)
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Translation quality(Melby)
ASTM F2575 – 6 (2006) The degree to which the characteristics of a
translation fulfill the requirements of the agreed-upon specifications
First Linport Symposium (2011) Translation quality is relative
A quality translation follows specifications that are appropriate to end-user needs, avoiding social harm, at the lowest available cost, without compromising needed accuracy and fluency
MQM (2012) A quality translation (1) demonstrates required
accuracy and fluency (2) for the audience and purpose and (3) complies with all other negotiated specifications, taking into account end-user needs
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Error typology is seen as being static and unable to respond to new text types or varying communicative situations (Sharon O’Brien)
Subjectivity Time Inappropriate use of linguistic resources Learning curve Technology
The error-catching approach
Quality is when the buyer or customer is satisfied, yet quality measurement in the translation industry is not always linked to customer satisfaction, but rather is managed by quality gatekeepers on the supply and demand side who have specific evaluation models based on counting errors, applying penalties and maintaining thresholds with little, if any, interaction from customers.
Quality measurement(TAUS)
Error Deviation from a benchmark for rule violation
Metric A method of measuring errors
Quality Degree of deviation from a predefined threshold of
errors
Defects, errors, metrics and quality
Six Sigma
Level Acceptability Defects per million
1 30,9% 691.462
2 69,1% 308.538
3 93,3% 66.807
4 99,38% 6.210
5 99,977% 233
6 99,99966% 3,4
2 incorrect landings per day at major airports
7-hour power failure per month
15,000 urgent packages lost per week
5 minutes of only non-drinkable water every day
5,000 incorrect surgical operations per week
200,000 wrong prescriptions per year
1% defects
Caution!In a 10.000 word projects, the seemingly minute difference between 99,38% and 99,99% means 62 errors, 2 errors every three pages, compared to only 1 in total
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Subtractive Counting errors with possible final score
Error subtraction Rating percentage
Gravity
Weight
Additive Counting items that meet requirements
Metrics
Vienna Agreement
Between CEN and ISO Primacy of international standards
To avoid duplication of potentially conflicting standards
ASTM not an ISO member ASTM F 2575-14 still in force
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General structure
Exclusively focusing on the implementation of the conventional translation process
Revision by a second person
Requirements considered in the TSP’s view
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Requirements vs.
specifications
Requirements Provisions of this standard, other standards or legal
regulation
Specifications provisions involving the translation service or project
originating from the client, the TSP or other sources
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Scope
Requirements for all aspects of the translation process directly affecting the quality and delivery of translation services
Management of core processes Minimum competence requirements Availability and management of resources Other actions
Basics
TSPs must demonstrate conformity of specified translation services to the standard and capability of theirs processes and resources to deliver a translation service that will meet the client’s and other applicable specifications.
A documented process in place to ensure that the people selected to perform translation projects have the required competences and qualifications
Record the basis upon which the professional competences of translators, revisers, reviewers and other professionals have been demonstrated
A process in place to document that the competences of their translators, revisers, reviewers, project managers and other professionals are maintained by continuing practice, and regularly updated by training or other means
Human resources
Competences Translation competence Linguistic and textual competence in the source and the
target language Competence in research, information acquisition and
processing Cultural competence Technical competence Domain competence
Credentials A recognized graduate qualification in translation from an
institution of higher learning A recognized graduate qualification in any other field from
an institution of higher learning plus two years’ full-time professional experience in translating
Five years’ full-time professional experience in translating A certificate of competence in translation awarded by an
appropriate government body
Competences and
credentials
Identifying the key requirements and translation project specifications during the pre-production process and following the procedures and specifications throughout its production
Supervising and monitoring the translation project preparation process
Assigning a competent translator or translators to the translation project
Assigning a competent reviser or revisers
Disseminating information, issuing instructions related to the assignment and management of the translation project to all parties involved
Monitoring to ensure compliance with agreed schedule and deadlines
Monitoring constant conformity to the client-TSP agreement, project specifications and, where necessary, communicating with all parties involved in the project, including the client
Managing and handling of feedback
Verifying that the translation service specifications have been complied with before approving the translation and giving clearance for its delivery to the client
Delivery of the service
Assigning a competent reviewer or reviewers to the translation project
Implementing corrective measures and/or corrective action
Monitoring to ensure the project does not exceed the agreed budget
Preparing and issuing the invoice
Completing other activities or tasks agreed with the client
Project management
Translation project management competence can be acquired in the course of formal or informal training
Basic understanding of the translation services industry
Thorough knowledge of the translation process Mastering project management skills
Project managers
Technical equipment required for the efficient and effective completion of translation projects, and for the safe and confidential handling, storage, retrieval, archiving and disposal of all relevant data
Communications equipment including appropriate hardware and software
Information resources and media
Tools such as translation technology, translation management systems, terminology management systems, and other systems for managing translation-related language resources
Technical resources
All agreements
Each accepted translation project
A log of each project
All assignments
Information concerning linguistic specifications
Record
Translation workflow (Annex A)
Enquiry and feasibility
Quotation
Client-TSP agreement
Handling of project-related client information
Project preparation
Translation
Check
Revision
Review
Proofreading
Final verification and release
Post-production processes
Feedback
Closing administration
Account manager Project manager
Linguists Various
Weak points
Reaffirmation of the serial traditional process
Strong emphasis on ISO/TS 11669
Not applicable to processes involving MT
Responsibility for sub-contracted processes
No clue on how to achieve quality and measure performance
No metrics whatsoever
Only vague reference to SLAs
Clients and projects
Customers/projects are what providers/managers get from them (and vice versa)
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A bidirectional route
The final outcome of a project depends on the quantity and quality of information exchanged by the customer and the vendor
The more the vendor understands the customer’s needs and expectations, and translate them into requirements, the more it will be able to meet them
In 5 minutes In 20 words
Name and describe your service Name and describe your customer’s product/service
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A document containing a detailed indication of the characteristics required to satisfy a contract.
Requirement specification
Goal
To form the basis of the agreement between the customer and the supplier
Allow the supplier to use most suitable resources and prepare a workable plan
Determine whether the delivered product meets the customer’s needs
A clear and comprehensive description of the basic conditions for the service
Workload Expected results Characteristics of deliverables
Content
Information, objectives and customer requirements Project summary
Closed-ended questions Key points
Keywords
Guiding questions Directing search for understanding
Bringing the interviewee to tell you what you want to know (goal)
Do not repeat the same questions (wrong communication) Combine analogical language (suggestion) and digital
language (precision)
Previous unsuccessful solutions
Developing a requirement specification
Information for the assessment of deliverables Metrics and scorecard
Criteria (KPI) Weights (to settle assessment deviations) Measurements Scores Comments
QA
In 5 minutes Pick up a scorecard Name 5 basic translation requirements
From the buyer’s perspective From the provider’s perspective
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Sample scorecard
La
ng
ua
ge
pa
ir
Su
bje
ct
Pu
rpo
se
Co
nte
nt
typ
e
Sp
eci
al
reg
ula
tio
ns
Au
die
nce
Sty
le
Fo
rma
t
Te
chn
olo
gy
Weight Score Requirement
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The target content [must] be readable in the target language and correspond in some way to the source content
Basic and implicit specification
The quality of a translation — from a workflow and final delivery perspective — can be determined by the degree to which the target content adheres to the predetermined specifications
Quality translation projects and quality translation products result from developing and following appropriate project specifications
Quality
Scope Guidance concerning best practices for all the phases
of a translation project
A framework for developing structured specifications
Use of specifications
Attached to a legally binding contract or to a purchase order or other document supporting the request to define the work to be done
The starting point for all assessments, both qualitative and quantitative
Translation parameters Set of key factors, activities, elements and attributes
of a given project used for creating project specifications
Vendor selection
Requesters should first define the preliminary project specifications, then choose an appropriate TSP that meets the needs of the project (i.e. applying a structured specification approach to translation projects and having the necessary competences)
Competences Language proficiency Professional experience Technology proficiency
Credentials Degree in translation Certification from a recognized body Language proficiency certification Language immersion Evidence of ongoing professional development References from previous work Samples of previous work
Competences and
credentials
Translation parameters
21 key factors, activities, elements and attributes of a given project used for creating project specifications
Parameters
Linguistic (13) Source content information
Source characteristics Specialized language Volume Complexity Origin
Target content information Target language information Audience Purpose Content correspondence
Covert vs. overt
Register File format Style Layout
Production (2) Typical production tasks Additional tasks
Environment (3) Technology Reference materials Workplace requirements
Relationships (3) Permissions Submissions Expectations
Process Traditional TEP
Prone to introduce new errors at any step rather than removing them
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Terminology work
Pre-production Ends when both the requester and the TSP have agreed upon the final
project specifications
Source content identification and preparation
Preliminary project specifications Translation parameters
TSP selection
Final specifications
Approval of specifications
Production Preparation Initial translation In-process quality assurance
Self-checking (or post-editing), revision, review, final formatting or compilation, and proofreading
Delivery
Post-production Requester-managed post-delivery inspection Acquiring end-user feedback Incorporating end-user feedback into the specifications
Phases of a translation project
Strengths Shared specifications
Legally binding specifications
Accessible specifications
Assessments based on specifications
Pitfalls
A legacy of the typical academic training in translation
Restating the traditional information asymmetry between customers and suppliers
The customer is supposed have the same skills interest as the vendor for translation and its technicalities
No indications for developing binding agreements No reference to SLAs or SoWs No hints on developing quantitative measures No guidance for review
Classical trial and error approach The long list of parameters makes room for introducing
surreptitious, vague, and subjective evaluation criteria
Requirements Simple, straight, realistic, exhaustive, verifiable to use as checklists
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CSF for the localization industry
CSF Area Variable
Price Production Cost of service
Delivery Production Shipping capacityProject management
Quality of service Production InvestmentsAnalytics
Customer service ProductionCustomer service
Quality of serviceMaintenance costs
Flexibility VendorsProduction
Peaks of demandPlanning ability
Financial independenceFinanceProductionSales
Cash flow
Image Staff Resource developmentHuman capital
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KPIs in a showcase
EVA (Economic Value Added) A measure of real economic value a vendor adds to its
business
Customer satisfaction Customer satisfaction index Corporate reputation Customer retention rate
Quality index DIFOT (Delivery In-Full, On-Time) rate
A measure of the vendor’s delivery reliability FPY (First Pass Yield)
The percentage of units coming out of a process with no rework
Rework level Percentage of units requiring rework
HCVA (Human Capital Value Added) A measure of the extent to which staff add value to the
business
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Capability statements
Snapshot of your company Introduction to your business
Client needs to be able to see what you do at a glance Highlights your companies unique features
Stick to the facts – Right, tight, and bright – KISS
Flyer 1 A5 page (two-sided)
Constantly updated Target audience
Landing page
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KPI
Capability statement (front)
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Logo
Contact details
Company profile
Capabilities
Facilities, equipment and resources
Performance
Main customers
Finance Processes
Sales Human Resources
Areas of expertise, services, subject field(s)
Technologies, certifications, accreditations, licenses, clearances, awards
Vision, mission and value statements, competitive advantage (how the company distinguishes itself and why it is better positioned in the market against competitors)
According to subject field