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Turning Queries into Knowledge Or rather:
A More "Holistic" Approach to Vendor Quality?
Anita Wilson, eurocom Translation Services, Vienna
Klaus Fleischmann, eurocom & Kaleidoscope , Vienna
• Multi-language vendor
• Vienna, Austria
• 16 project managers
• Translation exclusively outsourced
• Technology-oriented
• Language Technology
• SDL reseller & tech partner
• Own software products for “fringe processes” – In country-review
– Query management
– Terminology workflow
– Small problem-solvers
Actors
Sources:
Google image search:
blog.phpforms.net
www.xavierleadershipcenter.com
www.richardsolo.com
001yourtranslationservice.com
Why Quality – Our Strategy
• Quality will survive for human translation
– Techdoc is decreasing
– Clear best practices, tough USP
• Measurable quality CAN BE a USP
• For MLVs, vendor quality is key
• Query management discussion 2011
eurocom´s Approach So Far
• EN 15038-certified
• QA according to SAE J2450
• Dedicated Vendor Management
• Own VM-Tool
• Vendor selection & classification
• Weekly meetings
QA Assessment of Translations
VM Tool
Weekly Production Meetings
• PMs share experience with Vendors
• VM takes action points and updates VM Tool
Status Quo Quality Workflow
• EN 15038
• QA checks
• Query management
• In-country review
• QA Assessment carried out in certain cases only
Downside of Current Approach
• Real investigation only on a per-project basis
• No consistent and objective data:
– No historic data
– Data not in relation to amount of jobs etc.
– No objective input from multiple sources
• Many subjective and preferential opinions
Visions
• On-going, historical evaluation of vendors
• Use existing data sources and make them
– Objective
– Comparable
• More “holistic” view on vendor quality
0
2
4
6
1 3 5 7 9 11
Possible Sources of Data
• Queries
• In-country Reviews
• Terminology requests
• QA Checks
• Hard facts
• Soft facts
• Informal input
Data Source: Translator Queries
• How many and what queries?
– Terminologically relevant
– Actual source text errors
– Silly
• Statistical data fed to VM tool
• Turn queries into know-how
– For quality and for future projects
Workflow & Re-usability
• Tracked and checked for implementation
• Centrally stored
• Re-used and searched automatically
• Exported to termbase
Translator (or SLV)
Project Manager
New queryAnswer
smartQuerydata base
Client Contact
Subject Matter Experts
Delegate
Answer
Answer
Delegate
ClientTermbase
Categories
PMs define “silly” queries
Study Result From 2011
139
123
96
68
40
22
17
0 50 100 150
Ü prüfen
Defekt AT
Verständnis
Abkürzung
Eigenname
Feedback
StyleGuide
Issue in target term
Defective source text
Issue in source term
Abbreviation
Proper name
Feedback
Style Guide
236
168
99
49
14
9
0 100 200 300
Ü prüfen
Abkürzung
Verständnis
Defekt AT
Eigenname
Feedback
Issue in target term
Abbreviation
Issue in source term
Defective source text
Proper name
Feedback
-> Most queries are about terminology
Screenshots
Data Source: Term Requests
• What terms do translators suggest?
• Study of 2009
– Relevant for terminology
– Quality measurement?
Data Source: In-country Review
• globalReview
– Web-based in-Country review tool
– Reviewers categorize all changes
– Translators double-check changes AND categories
Example
Data fed to QA matrix and VM Tool
Data Sources: QA-Checks
• Verifika / Studio
– Map errors to eurocom quality matrix
• Problems
– How to exclude false positives?
– How to add “meaning” to the error reports
– Automated data transfer?
Verifika Screenshots
Data Sources: PM & PM Tool
• Hard facts from PM Tool
– Words per time
– Deadlines
– Completeness
• Soft facts from “Project Finalization Form”
– Allows PM to give a subjective impression
Data Sources: PM & PM Tool
Data Source: Project Managers
• Regular meetings
– Entirely project-related
– Emotional
– Not in relation to the job specifications or the quantity of jobs done
• Objective?
Bringing it all together (1)
• So what were the sources?
– QA Checks
– In-country Reviews
– Hard facts such as deadlines, completeness…
• Easy to calculate and feed to VM Tool
• Customer-specific weighting & benchmarks
Bringing it all together (2)
• So what were the sources?
– Queries
– Terminology requests
– Soft facts
– Informal input
• Data but no clear benchmarks yet
The Ultimate Vision
• Everything in one VM Tool
• Historical data and reports available on demand
• PM and VM (and end clients) receive an accurate picture of Vendor quality…
0
5
10
1 3 5 7 9 11
Q&A
klaus@eurocom/kaleidoscope.at
@ExpressYourBiz2 #querymanagement
Expressyourbiz2
Kaleidoscope GesmbH
Kaleidoscope - Express Your Biz