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Thessaloniki 2006
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Quality Management in Interpreting
Sylvia KalinaCologne University of Applied Sciences
Thessaloniki 2006
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Overview
1. Principles of Quality Management
- definitions, service quality, quality and CI2. The Interpreting Process
- model, empirical research, results3. Practising QM in CI
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Definitions of Quality (ISO)
Product which is ‚fit for the purpose‘
Totality of features or characteristics of a product that bear on its ability to satisfy a given need
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Principles of Quality Assurance (ISO)
… focused on providing confidence that quality requirements will be filfilled…serves for measurement, analysis and improvement
… seeks to respond to the needs and expectations of customers
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A Process Model of QM (ISO)
8 Principles, among which:Process approach to achieve desired result more efficiently
Continual improvement as a permanent objective
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The Quality of Services
Relative quality: measuring up to predetermined standards and meeting those standards time and again ConsistencyConformity(Sallis 1996)
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Procedural Concept of Quality
Continuous improvementConcentration on excellence(Sallis 1996)Fitness for purposeMeet specifications of customerFulfil own stated objectives(Harvey & Green 1993)
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Service Characteristics (Bruhn 2004)
ImmaterialityIntangibilityIndivisibilityTransienceExternal factors to be integratedGiven locationIndividuality, variability
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Quality and Conference Interpreting
Product analysis and relativity (ST vs. TT)Capacity and quality (measurability?)External conditions and qualityFocus on TT
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The ideal target text
F. Pöchhacker (1994): A text which fully fulfills ist function, i.e.A text which is optimally understood by its recipients. M. Viezzi (1999): „Usability“
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Interpreting products and their characteristics
Textuality characteristics (H. Bühler 1986)Correctness, Coherence, Comprehensibility Aedequacy, (terminology, style,communication)completeness, accuracy, no distortions, consideration of extralinguistic factors (B. Moser-Mercer 1996)
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Andrzej Kopczynski (1994)
Contextual and situative variables:Technical conditionsWork loadFramework of discourseCommunicative framework
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Authentic corpus studies
From M. Lederer (1981): TranscriptsTo A.R. Vuorikoski (2004): Interpreting at the European Parliament
… as well as Diriker, Pöchhacker, Kalina …
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Limits of product research
Authentic data are rare, problem: presentation of data Heterogeneous products, situations and settings are very different (EP, technical conference, TV) Research ethics
Detection of underlying causes ?
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Interpreter surveys
L. Anderson (1979):„Do interpreters work better when they have been given preparation material?“Interpreters‘ reply: „No“. But: Lamberger-Felber (1998) found: they do!Relativity of findings
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User surveys ...
... and relativity
Bühler, Kurz, Gile, et al.Mack & Cattarruzza, VuorikoskiAIIC Study (1995)
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Dimensions of the interpreting process
Pre-process(anything that comes before the act of interpreting)
Peri-process (external factors during the act of interpreting)
In-process(the act of interpreting and its product)
Post-process( anything that comes after the act of interpreting)
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Pre-process Observation
Theoretical description of methods of preparation :Phases, methods, proceduresEmpirical observation:interpreter tools, work flow... To be continued with in-process analyses
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Some Hypotheses
1. Preparation has an effect on IQ2. Methods of preparation vary
3. Safety as a priority4. Dependence on source text formats
5. Preparing for A into B differs from preparation for B into A
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Some preliminary results
Interpreters keep no documentationEalry preparation is thematically driven, in-process preparation is mainly search for terminologyRoom for improvement of organisation of knowledge resources Need for safety is confirmed: numerous multiple entries in manuscripts
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Practising QM
More research requiredSelf-documentationQM standards Quality management for interpreting services is attainable
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ÖNORM 1202f.
Specific to interpretingMinimum requirements for working conditions (1202)Handling of contracts (1203)
… Similar efforts underway in Germany (DIN)
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Documentation of QM
Self-assessment on basis of transparent criteria
Definition of interpreters‘ own objectives
Documentation of QM on Websites
