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Quality Assurance Planning

1. Introduction
Quality assurance is incorporated at every milestone of a translation and localization to successfully deliver a localized product that meets the expectations of both the client and intended audience. Since quality is subjective and relative establishing shared quality objectives is critical to the success of the product and services we deliver. Without some measurable means to assess the quality of translation, it is not possible to improve the translation quality, or even to determine if the translation is good with any degree of demons ratable certainty. We measure translation quality in an ISO-9001-compliant process to satisfy the requirements of our ISO-9000 clients and for other clients engaged communication in regulated or compliance-driven environments. In these industries quantitative evaluation makes measurement possible and provides a tool for continuous improvement. Nevertheless, the traditional holistic approach remains an important tool in evaluating the quality of our deliverables.

2.

Staffing
We test, recruit and train a large staff of translators for translation and editing tasks. Experts are recruited based on accreditation in the American Translators Association or other recognized professional linguist associations, as well as on recommendations, testing and specific industry experience and backgrounds. We compensate above industry norms in order to recruit and motivate the best cadre of translators we can find. Translators work only into their native language. Assignments are based on translation and other professional experience. The translators experience in the target industry, the degree to which they participate in the target culture, the past accuracy and thoroughness of previous work are reviewed and reassessed on every assignment. We welcome customer participation in this qualification process. Translators and other linguists are recruited worldwide, since every assignment requires a custom solution where time zone, dialect, or in-country knowledge is considered along with skill set and industry experience. In-house project teams are formed for each job in the same way. Experienced professionals with specific industry experience are the rule. A strong personal commitment to customer satisfaction remains the most important qualification for the 1-800-Translate team.

3.

Steps before translation begins


We collaborate with our clients to assist with multi-lingual project planning for the best return on investment. Like any production work, translation can be a complex process. Most work does not require a great deal of client participation, but for other projects, intensive client input may be necessary. The project team supervisor reviews source material on intake. Source errors caught before translation begins save time and money.

The intake manager then: Documents what should and should not be translated within files or hardcopy submitted; Determines character set and file format requirements; Determines any output requirements for print and other media; Identifies existing translations, glossaries and word-string databases that can be incorporated into the translation; Determines schedule and price; and, Submits findings to the client before work begins.

Document style change requirements for each language Style and task sheets are updated as the project proceeds. Style-sheets, glossaries and translation memory databases are maintained by the project team but remain client property. A web page, and in some cases, job specific chat rooms, are used to provide real-time updates on work for clients when required. All corrections are documented using the Localization Industry Standards Association (LISA) Quality Assurance Model 3.1.2 .

Audience localization Good translators, like good writers everywhere, write best when they know their readers. Demographic info such as age, sex, education, bilingualism, and cultural background help localization planners to write for maximum impact and comprehension. Cultural shorthand such as jokes, current events, sports references, etc. is lost in translation. An audience that doesnt play baseball isnt going to get an expression like inside baseball. If your point is an important one, you may have to rewrite for another audience. Usually, its less trouble just to drop it. Marketing messages should be tested for regional acceptance and usability.

4.

Quality assurance workflow


Control language When working in several languages, usually content changes are only permitted in the designated source language, known as the control language. Only after changes to the control language have been approved is translation authorized. Every change, even if occurring only minutes apart, is authorized in the control language and then documented in the operations management system. We strive for early identification and correction of error in the workflow.

Version control Translation is a change process. Version control is maintained through database administration, time/date stamps and a detailed file-name protocol. Default version history follows and is modified based on project requirements: (Automated TM file process is omitted from this list) Source text

First draft of the translation Editors draft of the translation (textual validation) Project experts draft of the translation (validation review) Client changes draft Editors draft of client changes (textual validation and review) Draft output Edit output (functional, production validation and review) Client changes output file Project experts output file (functional, production validation review)

Translation and Localization Validation Each textual error is tracked within the file. The original translator, at the discretion of the project manager or editor, then reviews proposed changes. The translator may then choose to challenge an edit, with the project manager responsible for challenge resolution. Textual corrections are then integrated into translation memory and terminology management systems automatically, populating database structures so that consistency is preserved in future documents. For reporting and training purposes, errors are then compiled using the Localization Industry Standards Association Quality Assurance Model 3.1.2 .

5.

Quality assurance confirmation


If additional changes are made to our work after we submit to the client, we suggest that the client review those changes with us. The customer relations supervisor evaluates team performance at the conclusion of every job, based on results of the best practice validation parameters and a customer satisfaction review. The project experts chief responsibility is to insure that the work is submitted timely and as per clients instructions. Failure to do so constitutes a service failure. Service failures are corrected on an urgent basis. Following resolution of the service failure, a service failure report is prepared and submitted to the client and the Presidents office. Please contact us in the event of a service failure for prompt satisfaction.