Presentation M Childress

Terminology Management at SAP
Mark D. Childress / SAP Language Services

May 2014 Public
Originally “Systems,
Applications and Products
in Data Processing”
Or, how does terminology get …
... from SAP ... ... to the customers?
© 2014 SAP AG or an SAP affiliate company. All rights reserved. Public 2

Agenda
Corporate profile (short version) and products

Terminology management at SAP
Some closing words
Appendix
 Corporate profile (the longer official version)
 SAPterm information for those with SAP system access

Corporate profile (short
version) and products
SAP AG – back when I started (1995) …
5000
SAP employees worldwide
41
Countries
4
Industry-specific solutions
15
Languages
19
Country subsidiaries
4300+
SAP customers worldwide

SAP AG today
66,000+
SAP employees worldwide
190
Countries
25
Industry-specific solutions
47
Languages
130
Country subsidiaries
250,000+
SAP customers worldwide

The global SAP development network (SAP Labs)
Russia
Moscow
Germany
Canada
Walldorf / St. Leon-Rot
Montreal
Bulgaria
Hungary Sofia
Budapest
USA
China
Palo Alto, California Israel
Shanghai
Ra’anana
India
Bangalore
Brazil
São Leopoldo

SAP today
SAP AG annual revenue 2013: €16.9 billion

 More than 250,000 companies use SAP products
 The world’s leading provider of application software for companies
 The world’s 3d largest independent software company
Millions of people use SAP solutions for:
 Integrating business processes
 Improving competitive strength
 Earning faster returns on lower system cost-of-ownership
A unique partner network
 2,0 million SAP Community members
 Software Developer Network
 Business Process Expert Network
 Industry Value Networks

What are SAP products?
Software component Product instance = (Software)

version = product version =
Smallest units of Combined groups of Combined groups of
software coding software component versions product instances

What are SAP products?
Software component Product instance = (Software)

version = product version =
Smallest units of Combined groups of Combined groups of
software coding software component versions product instances
SAP ERP Financials
FI-TV / Travel SAP ERP Operations

Management
SAP ERP Human Capital Management
India Localization for SAP ERP

CO-OM-CCA / Cost Center
Accounting

Our strategy: Offer complete solution portfolios for all
employees in all industrial sectors for all companies
On DEVICE
Collaboration Analytics Mobile  User-friendly approach
ORCHESTRIERUNG
 Integration with On Premise

und On Demand
On DEMAND SAP Business

ByDesign
LoB on Demand  Industry-based or
packaged solution
 Integration with On Premise
On PREMISE
SAP Business Suite 7  Best Practices
 Non-distruptive innnovation
of enhancements
 Common technology
foundation for many different
solutions
 In-Memory – Use working
memory for data storage and
significantly faster access speeds
SAP’s product/solutions strategy:
To compete for leadership in all five market categories
Extending Broadening Strengthening Becoming Becoming a

leadership in Analytics leadership in fastest growing profitable
Applications footprint Mobile D&T company Cloud
leader
Innovation powered by SAP HANA
Deliver the highest customer value through innovation without disruption

SAP HANA speeds up and simplifies work
Operational Data
system Warehouse /
Data Marts
OLTP OLAP
Business event
SAP HANA
In-memory
Analyze
technology
and
take action!
No aggregation / no data preparation / no data marts

Example: Energy industry
A diverse landscape with diverse terminology
Renewable
Mining energy
Upstream
Onshore Hydropower
extraction
Offshore Gas-to-
extraction Liquids Power plant
Gas
storage /
LNG
Downstream
Energy for
Refinery
households
and industry
Petro-
chemicals Fuels and
Plastics lubricants
Transport Retail Industry Households
Sample business process – SAP Oil & Gas Business Map

What the customer sees – local frontend

What the customer sees – Mobile
Filter by: Maintenance History
E 0.1km
Vent Pipe 3
Last Maintenance: 2 Weeks

SAP touches the lives of billions of people – every day
Our industry solutions support:

The processing of
80% The production of the 3.0 billion
of the world’s
annual production top 20 utility bills per year
of chocolate prescription medicines
in the world
The production of The manufacture of
70 million The production of 95,000
barrels of oil every day
75% cars every day
of all radio and television
The monitoring of broadcasts worldwide and
82%
6 billion 60% of the world’s annual
transactions in US stock of all films worldwide production of
exchanges every day coffee and tea
42 years of experience across all industries
HANDEL
KONSUMGÜTER- FINANZDIENST-
INDUSTRIE LEISTUNGEN
PROZESS- FERTIGUNGS-
INDUSTRIE INDUSTRIE
DIENST- ÖFFENT-
LEISTUNGEN LICHE
VERWAL-
TUNG

The Best-Run Businesses Run SAP –
In Belgium

Terminology management
at SAP
Why terminology management?
Consistency in communication
Do you tell customers to use the electronic catalog, the E-Catalog, the
eCatalog, the Online Catalog ... or something else entirely?
Reusability in different functional areas

Product development, documentation, consulting,
customer service, marketing ...
Reliability across contexts and languages

DE Position  EN item  ES posición 
PL pozycja  FR poste ...
In a word: Quality!
UI Texts: Quality Pyramid *
* Based on a ranking survey undertaken at SAP – see Stotz (2014)
1: No negative
formulations, no long
sentences, no
nominalizations
Interesting Pleasurable: Innovations
2: Not wordy, not human
ambiguous, not conversation
redundant
3: Reads as if Simple, consistent
written by a terminology
native speaker
All necessary information on the UI
Usable: Content
No abbreviations without context
Simple language
Clear language
Idiomatic language
Focused on the tasks and goals of the user
Chronological order is followed Does not state the obvious
Grammar correct
Spelling correct Reliable:
Direct address and active voice
Consistent capitalization Punctuation correct Parallel constructions Form

SAP interface – language selection at logon
English
Japanese
Arabic

SAP interface – multiple languages and countries
German English
Italian Japanese Chinese
Arabic Russian

Non-standardized terminology costs money
Changes required in – – in [X] languages –
Products, their user

interfaces...
Documentation,
operating/installation
instructions ...
Training materials,
multimedia, web
pages, contracts,
brochures and
other marketing
information ...
– AND corresponding changes for customers and partners!
Fixed vs. variable costs in terminology work *
* afterSchwetz (1994), Wright (1996)
Costs Rising variable costs

if no systematic term work
takes place – little/no
resuability of terminology,
duplicate efforts, redundant
and contradictory tasks
Fixed costs for

Variable costs minus upfront
terminology work
investment and fixed costs
of systematic term work =
Personnel costs overall savings thanks
Term database to term reuse, decreased
Standards/ redundancy, and
processes coordination of term
Training management tasks
Ongoing term
work, projects,
Crossover point at which
coordination,
term management results
database
in lower costs
system
maintenance
Frequency of terminology use

The earlier the terminology investment, the better *
* after Schütz and Nübel (1998)
Product / service phase Cost multiplier for term/

definition creation
Specification 0.1–0.2
Technical writing (research) 0.5
Technical writing (text) 1.0
Editing 2.0
Acceptance test 5.0
Translation 10.0
Support / maintenance 20.0

The framework for terminology management at SAP
SAP:
 … is active in over 180 countries and supports over 232,000 customers
 … offers standardized software and support for general business processes and
specialized processes for more than 25 industry sectors
 … pursues a worldwide, distributed development and sales strategy
This means:
 … over 42 standard logon languages (and a few more special project languages)
 … specialized terms are required from every conceivable branch of business for
all of these languages
 … term information is needed by 66,000+ internal SAP employees and by millions
of external customers, partners, and consultants
This results in:

 … a unique terminology management challenge – no other company
attempts to cover as many subject areas in depth in as many languages
as SAP!
Terminology management = Knowledge management *
* After Nonaka (1997)
implicit conceptual
Daily work and Formulating
experience experience for
others in
understandable
Personal Knowledge
and reusable
knowledge creation ways
Organi- Handoff
point
zational
knowledge
Knowledge Knowledge
distribution capture systemic
operational Process-based
Providing role- testing of
based access to concepts
knowledge
Terminology and conceptualization
Create concepts and

formulate for others
personal conceptual  Define terminology
standards based on
international norms
 Require all “language
Term workers” to enforce
knowledge standards for terms and
definitions in their teams
 Train employees in
terminology work
operational systemic

Development team organization at SAP
Software development Technical writing * Translation

EN (and some DE) EN (and some DE) EN > DE & DE > EN
* At SAP: “Information Development”
Multiple teams in software development create solutions – software component

versions, product instances, product versions – based on customer/market needs
 LEAN principles: Development in “takts” (production cycles) to reduce or eliminate
waste in development and improve quality
 Ideally 10-20 software developers to 1 technical writer and 1 translator – in reality
most writers and translators work simultaneously for multiple teams in parallel
Terminology is discussed and agreed upon in the teams, between teams in the same
department, and (best-case) on a cross-departmental basis
Handoff point: Terminology creation
Terminology standards Terminology training

Standards für Terminologieeinträge in SAPterm: Deutsch (DE)
Status: Januar 2004
Allgemeine Richtlinien für das Erstellen von Einträgen
Die nachfolgend dargestellten Bestimmungen stimmen überein mit dem allgemein üblichen Vorgehen
bei der Terminologiearbeit. Viele dieser Bestimmungen basieren auf einschlägigen ISO-Normen.
Allgemeine Form von Terminologieeinträgen
 Geben Sie den Eintrag in seiner unflektierten grammatischen Grundform ein. Die Struktur der
Grundform richtet sich nach der Wortart.
- Substantive: Verwenden Sie den Singular.
Beispiel
Buchungskreis – nicht Buchungskreise
- Verben: Verwenden Sie den Infinitiv des Verbs (nicht den erweiterten Infinitiv mit zu +
Infinitiv).
Beispiel
sichern – nicht zu sichern
- Adjektive: Verwenden Sie die unflektierte positive Form (keine Steigerungsform).
Beispiel
rechtsbündig – nicht rechtsbündige
- Adverbien: Verwenden Sie die Grundform.
Beispiel
plötzlich
 Verwenden Sie eine von der Grundform abweichende Form (z. B. Substantiv im Plural) nur dann,
wenn durch die Flexion ein Bedeutungsunterschied gegenüber der Grundform markiert wird.
Beispiel
Die Pluralform Daten bedeutet etwas anderes als die Singularform Datum.
Leute ist eine grammatische Pluralform (Pluraletantum), zu der kein Singular existiert.
 Verwenden Sie Interpunktionszeichen – Anführungszeichen, Schrägstriche, Kommas usw. – nur

dann, wenn es sich um unverzichtbare, integrale Bestandteile des Begriffs selbst handelt.
Beispiel
.NET iView
WE/RE-Verrechnung
 Fügen Sie dem Eintrag keine kontextbezogenen Informationen hinzu (z. B. in Klammern
nachgestellte Information am Ende des Eintrags). Verwenden Sie für kontextbezogene

History of term standards and training at SAP
Standards Training
To 1990: No standards! To 1993: No training!
1991: “Entry Conventions” for the DICT 1994: First (?) workshops for colleagues
term tool – DE and EN only in Germany
1993-1997: DE/EN standards translated to 1997-99: Training units reworked and

other languages – word-for-word, and not made part of mandatory technical writer /
adapted for the new term tool translator curriculum
1998: Standards radically rewritten, 2000-2002: Additional advanced training

based on ISO norms; teams required to developed, lecture series established
create language-specific standards or be
thrown out of the term database 2005: E-learning units and online training
2003: Update of the cross-language 2008: Training concept for new external
standards and quality measurements translation suppliers includes training on
location and follow-up monitoring

SAP standard: Use the customers’ terminology
SAP uses established standard

terminology as much as possible
from relevant subject areas –
 Standard dictionaries
 Internet research
 Consultant, subject area expert, and
customer feedback
– but SAP does not avoid creating

new terms based on SAP solutions
and products when necessary
 Example: “Customer Relationship

Management” terms were translated
into Turkish, Hungarian, and other
languages for the first time as part of
SAP products – the terms are now
textbook standards in those languages
Terminology: Which languages do we need?
Source language: German Source language: English
 Czech  Polish  Chinese (Simplified)

 Danish  Portuguese  Chinese (Traditional)
 Dutch  Russian  Hebrew
 English  Slovak  Japanese
 Finnish  Spanish  Korean
 French  Swedish  Serbian
 Hungarian  ...  Thai
 Italian  Turkish
 Norwegian  ...
 German
 ...
SAPterm statistics (Apr 2014)
Standard languages: 39
Arabic Czech German Japanese Polish Slovenian
Bulgarian Danish Greek Kazakh Portuguese Spanish
Catalan Dutch Hebrew Korean Romanian Swedish
Chinese (Simplified) English Hindi Latvian Russian Thai
Chinese (Traditional) Estonian Hungarian Lithuanian Serbian Turkish
Croatian Finnish Italian Norwegian Slovakian Ukrainian
French Persian Vietnamese
Additional languages (some not in SAPterm)

Afrikaans Malaysian Portuguese (Portugal) Spanish (Columbia)
New standard languages 2014 (maybe?) :

Bengali Spanish (Mexico) Tagalog …?
Main term entries: 3.8 million (165,000 DE/EN source entries

translated in ca. 42 languages) plus 400,000 variants (abbreviations, etc.)

Terminology and systems
Collect and test all

terms in a central
official database
 Designate SAPterm as the
personal conceptual single-source repository
 Define and publicize
processes; develop
Term SAPterm improvements
knowledge based on process (not the
reverse)
 Integrate SAPterm with
other tools requiring term
operational systemic data
 Train employees about
processes and SAPterm
use

Handoff point: Term Review
Terminology processes Terminology database

Information
Software Knowledge SAPLanguage
Development
Development M anage me nt Se rv ice s
DE/EN
Project leaddef ines SLS language coord.

sof tware dev elopm ent KMplans docu/trans/ nam es subject m atter
project goals and editing resources experts perlanguage and
deadlines product
Sof tware dev writes spec & KMdeterm ines scope of

g
designpaperf or each docum entation and

dev elopm ent resource assignm ents
Project responsibles Inf o dev D E/EN enters and

PKB rev iews quality of
def ine product/f unction releases term s in
existing term inology
nam es and key term s SAPterm
Sof tware dev creates

Inf o dev D E/EN creates
sof tware interf ace and
docum entation
texts
PKB and f ollow-on

Software development an d information developmentD E/EN apply usability approach to minimize need for
languages gather and
software texts and documentation and standardize terminology
ev aluate term candidates
Information developmentD E/EN and SAP Language Services

agree on new/changed terminology
Sof tware dev changes Inf o dev D E/EN enters and Follow-on languages
sof tware to conf orm with releases term s in translate term s in
term decisions SAPterm SAPterm
Lang coords organize

Sof tware dev releases Inf o dev D E/EN works on
term rev iews by subject
sof twareto inf o dev D E/EN texts and tooltips
m atterexperts
Follow-on languages
release term s in SAPterm
Inf o dev D E/EN applies

quality controltools
p
Inf o dev D E/EN inf orm s

team R E newterm s
Follow-on languages
Inf o dev D E/EN enters
enterreleased term s in
term s in SAPterm
ProposalPool
Inf o dev D E/EN releases

texts
SLS
Translation
Follow-on languages
enter unknown term s f or
newsgroup discussion
Inf o dev D E/EN corrects

KM inf orm s QM of docu
texts and docu basedon
f orAcceptance Test
Acceptance Test
Inf odev D E/EN checks Follow-on languages

term consistency translate changed texts
Handover to
Verification STePS Process Overview: Dec 2003

After
Portfolio Project Translation Project
i Project Planning Translation Project
Planning Preparation Preparation Close
Close
Portfolio Provide test Organize LAT
planning Provide info landscape incl. Review terminology
(interaction with sessions for Review languages (delta)
Customer customer via SLS/agencie terminology external access Test translation in
Involvement questionnaire) s (initial) & test data context (test
systems/LAT)
1 Define project 13 24 27 28-33
scope (incl. Request
feasibility, initial worklist Delivery
Maintain SLS Kickoff to final
transl. run + top manual Maintain SF
Agree quality (finalize assembly
relevance and texts if translatio Postdelivery
requirement with milestones), create
Create deadlines) applicable n Milestone XLS
customer/ field project book and Monitor
program in Create /project
project page translation
system SLS Create Establish project reporting Maintain
Setup confirmation Update close
Project budget system item in list User Handover to PPMS
item setup + Identify forecas Monitor
Administration SLS Create admi
incl. IO evaluatio PM, t data statistics DM Post-
Input on the ref. TM /
Group n Maintain identify n mortem/lessons
Scope provide If Handover to PM
(languages / strategy budget access
team Create Collectio Clarifi- learned (“no loose
item in mem- applicable: responsible for ends”)
deliverables) Maintain to Res- n assign- cation of
SLS if bers Check for support
translation ABAP ource ment to new
necessar PDF, PDF packages (initial PEP
system in search reques trans- collection
y workflow translation only)
SLS tool t lators s
2 3 4 5 6 7 8 9 10 12 13 14 15 16 17 18 19 20 21 23 24 27 28 29 30 33 34 35 35 36
Organize/ex Ongoing Activities during
Determine Provide
ecute translation:  Active
language Provide Request feedback to
Check Provide terminology communication with partners, Q-
strategy incl. input on system Hand- dev./doc.
initial more review with questions, general queries,
LAT landscape release over writers
stats + detailed experts generating BLIs for team
responsibility incl. test for to PM
Quality and update project (field, dev.,  Query Handling (ongoing) based on
system Astaro PM) Coordination/ source
Assurance organization forecast plan  Regular quality checks (e.g.
Prepare + Term Q- setting up queries of
QETT)
kickoff check LAT/testing of previous
 Terminology review coordination
terminology translation in releases
 Process CSS messages
project (project context
key, etc.)
23 27-33 31 32 33 Get final

4-11 13-14 25 27 37
feedback
Vendor
Create on product
follow-up,
shopping Final LAT in
Info sessions decide on
Supplier & knowledge cart activity validation translation Confir- Close
Knowledge language POs
management transfer to transfer Vendor based on mation
(country
development (product info, assign- QETT- checking
sign-off)
processes, ment results (invoice)
tools) Ongoing activities during translation:
22 23  Translate SAPterm entries 37 39
Project
Translat  Translate texts Project
comple
Translate e TT  Use test system environment evaluatio
-tion
Translation terminology directly Process n by
report
 Generate QETT and takt-based confirmation partner
Perform worklists /invoices
Release 24 26 27-33
33 37 38
system
system(s
Technical setup
) for
Ongoing activities during translation:
Solve technical problems
Support Astaro Create worklists regularly
Create
11 14 Implement 27-33
Ongoing or reported + customer
update corrections
activities (not project style from running
specific) guides releases
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 40

Term process example: Data flows for shipment

Term process example: High-level overview
Software development, product

owner, usability, and information
development teams create and
define terms Feedback
Source language (SL) technical

writers and translators create
and review SL terms
SAPterm
Terminology
Database
Feedback
Translators create and review Reference for Reference for all SAP Reference for externals
target language (TL) terms technical writers colleagues (customers, partners,
and translators suppliers)
Technical writers and translators

review terms based on
internal/external feedback
Feedback Feedback

Technical writing at SAP
Knowledge Management in the source languages English and German

 Technical writers + translators + coordinators + editors work directly in their teams/units
 Each role has a training curriculum path
 The basic terminology course is mandatory!
 Advanced terminology training is offered for experienced colleagues
Technical writer (at SAP the “information developer”“)

 Approx. 600, of which 4/5 write in EN (not necessarily native speakers!) and 1/5 write in DE
 Mostly located in Germany and USA; larger concentrations in India, Ireland, Israel, Canada,
and China; smaller teams and individuals scattered around the globe

Internal translation at SAP
Translation English < > German

 Approx. 150, of which 4/5 translate EN  DE and 1/5 DE  EN
 Translators work directly in the development teams or in the central translation team
Translation for project languages

 SAP country subsidiaries coordinate translation locally in non-standard languages for special
customer projects – some of these may become standard languages if supported by an
official business case (language investment vs. sales potential)

The terminologist at SAP *
* Role at SAP called “SAPterm Superuser“
A technical writer, translator, or coordinator with additional SAPterm

authorizations – and additional responsibilities:
 Monitor term entries and their definitions in a given language and given subject
area in cooperation with the terminologists responsible for the other languages
 Organize and promote harmonization of terminology for the team, the unit, and,
where possible for the company (and beyond)
 Help team colleagues with SAPterm-related issues
1 new
2 review
1 New
3 released
2 Review
3 Release
4 delete
4 Delete
... 0 translate
Special
position? item?

Facts about SAP Language Services (SLS)
 SLS is part of Globalization Services, which includes the development teams for
localization and internationalization
 SLS has 200 colleagues in 20 SAP offices worldwide, coordinating translation projects for
39 standard languages and providing other language services and technologies for all SAP
products, services, and corporate documents
 SLS works with 110 translation suppliers (2800 translators) worldwide
 In 2013 280 million words were translated from the source languages English and German

SAP Language Services: “Translating SAP for the World”
VP Office
Process & Quality Governance & Translation Cross Functions Terminology@SAP
Translation Delivery Teams Product 1

Applications
Line Management
SLS SAP AG (& EMEA)
SLS Asia Translation Delivery Teams Product 2 Business Partner

TIP, Cloud, M&A Management Global
SLS Ireland
Procurement
SLS Japan
Language
SLS North America Translation Delivery Teams Services
Product Support & Corporate Content
Language Technology Group

Engineering
Language Technology
Translation Solutions Development

SAP Language Services – Sample process for products
Request from Translation suppliers

SAP customer Product translation (usually located in-country), requiring
or market third-party budget and approval SAP customer
research
SAP Language Services
Business Partner Management (BPM)

Assignment and administration of external translation suppliers *
Product owner
Translation Service Team (TST) Development
in the
Project management, quality assurance, and translation delivery unit integrates
development
Responsibility: Service Owner the translation
unit orders
in the product
languages
Language Technology Group (LTG)

Translation environment and formats; development and support for translation software
* SAP translates many products and documents in-house, especially for EN < > DE

SAP Language Services / Terminology@SAP
Mission: Quality terminology at every fingertip
The “Term Team” provides cross-language,

cross-topic, and cross-departmental support for all
aspects of terminology management at SAP:
 Collect and distribute term management information
 Collect user needs and suggest (or require) solutions
 Standards and processes
 SAPterm development
 Distribution routes
 Training, workshops, presentations
 Monitor term work, provide user and project support
 Provide training for technical writers, translators, and
terminologists
 Support special projects
 Integrate terms (and term management) of acquired companies
 Implement new languages in SAPterm
 Participate in developing the TBX standard for terminology (ISO 30042)
SAP Language Services / Translation Solutions
Development (TSD)
TSD develops internal solutions and supports integration with other tools:
 Solutions on the SAP NetWeaver platform

 Translation of SAP product interfaces,
documentation, table entries
 Terminology tool SAPterm
 Integration with other tools
 Content management systems
 Controlled language
 Translation memory systems
 Machine translation

SAPterm – initial screen

SAPterm – advanced search

SAPterm – results list

SAPterm –term entry detailed view

Terminology and operations
Distribute the term

database contents
personal conceptual  Define role-based access
to the term shipment and
display options
 Inform users about term
Term access – presentations,
knowledge posters, articles in SAP
newsletters, SAP TV
shows …
 Provide documentation
operational systemic and FAQs for users

The “family tree” of terminology at SAP
Until 1990 1990 R/2 Dictionary,
Books, etc. R/2 transaction DICT 2 vols. (DE-EN /
EN-DE)
WinHelp
Glossar
Lotus Notes
1993 (project
Basis transaction SE64 cancelled)
SAPterm
Junior
sapinfo.net
Glossary
HTML
1998 Glossary
SAP NetWeaver STERM
SAPterm
Web Access
Trados SAPterm
MultiTerm CD

Circles of Terminology Users
Other (“rest of world”)
Industry/Branch
Customers
Partners/Contractors
Internal Users
Terminologists
Terminology
Database
Users need
less access
and less
detailed
information
as one
moves
outwards
Handoff point: Terminology distribution
Shipment / availability based on defined user roles
Terminology and glossary

 SAPterm in SAP NetWeaver
 SAPterm Web Access (internal)
 SAPterm CD (external  OBSOLETE)
SAPterm  SAPterm.com (external)
data
Glossary (monolingual
definitions only)
 SAP Help
 Glossary appendix for brochures,
training materials, etc.

Term distribution example: Glossary in SAP Help
 Available from SAP

product documentation
(Help > Glossary) in
Plain HTML format with a
browser
 Glossary available
separately in the SAP
Library menu bar

Term distribution example: SAPterm CD (obsolete)

Term distribution example: www.sapterm.com

Terminology and the individual
Support uptake and

acceptance of
terminology for daily
use
personal conceptual  Allow all employees to
participate in term work at
the appropriate levels
Term  Provide easy access
knowledge routes to terms
 Emphasize terminology as
a central pillar of the
knowledge company
operational systemic  Get rid of “terminology
phobias”

Terminology and knowledge management work together!
• Creating knowledge (that is,

creating terms) by individuals as
part of their work for a company
• Distributing knowledge, (in the
form of terms) by means of best
practices defined and supported
by the company
• Improving knowledge (terms
and definitions) by constantly
evaluating situations and
developing solutions

Terminology is everywhere!
• Companies can neither

avoid nor ignore terminology
issues.
• Well-defined processes and
procedures for dealing with
terminology issues,
continuously monitored and
improved, are better than
ad-hoc actions and spur-of-
the-moment terminology
projects.

It’s management, not magic!
 Neither knowledge
management nor
terminology management
are instant cure-alls!
 Open communication
between all stakeholders is
vital.
 The active support of
management (upper and
middle) is, as always,
decisive for terminology
strategy.

Term management = pure knowledge management!
Daily work and Terminology

unvoiced creation
knowledge Formulating a
term useful
Personal Knowledge for others
knowledge creation
Term
knowledge
Terminology
Knowledge Knowledge review
Terminology
distribution
distribution capture Process-based
Role-based testing of terms
access and and their
shipment meanings
Terminology management: Summary
The general principles:
Look at all aspects of term work, from development to service
Use established analysis techniques to find the pain points
 Accounting / controlling
 Process management and knowledge management
 Quality management
Look for allies
 Communicate with everyone
 Management support is vital
Don’t try to solve everything at once
 Prioritize – start off small – chart incremental progress – finish big
Publicize the successes
Repeat everything every 2-3 years (people forget …!)

And most of all:
 Practice patience and fortitude …
 Never give up … never surrender!
The goal of Terminology@SAP
Continuous improvement of contents, tools, and
processes in terminology management!
Contents,
Work tools,
and processes
Leverage Effort

The alternative?
WORK

And that’s how terminology gets ...
... from SAP ... ... to the customers!

Some closing words
Further information
SAP AG: www.sap.com
SAPterm.com + SAP Terminology Community: www.sapterm.com
SAP Help Portal: http://help.sap.com – monolingual glossaries (DE / EN, soon JA / ZH)
Articles/ presentations / publications by your presenter

(mit Christian Lieske) „Terminology Activity at SAP“ in MDÜ / Mitteilungen für Dolmetscher und Übersetzer 1/2001
„Applying a Knowledge Management Approach to Terminology Management“ in TKE '02: Terminology and Knowledge Engineering
Proceedings (Aug 2002) – www.loria.fr/projets/tke
„The Practical Use of Knowledge Management in Terminology Management“ in TAMA 2003 South Africa Proceedings (Feb 2003) –
www.tama-sa.gov.za
„Terminologiemanagement und Wissensmanagement bei SAP“ in Deutscher Terminologie-Tag e.V. Akten des Symposions Köln, 26.-27.
März 2004
“Die Kundensprache als Teil der terminologischen Strategie einer Firma” in eDITion. Das Fachmagazin für Terminologie 1/2005
„Terminologiphobia!“ in MultiLingual 80 (Jun 2006)
„Terminology Work Saves More Than it Costs“ in MultiLingual 87 (Apr/May 2007)
„Terminologie im Kommunikationsprozess eines Unterhemens“ in Deutscher Terminologie-Tag e.V. Akten des Symposions Mannheim,
18.-19. April 2008
(Projektleitung mit Petra Drewer) Terminologiearbeit – Best Practices. Deutscher Terminologie-Tag e.V. (Köln, 2010). ISBN 978-3-
9812245-1-1
„Projekte und Prozesse der Terminologiearbeit“ in Deutscher Terminologie-Tag : Akten des Symposions Heidelberg, 15.-17. April 2010
„Due Diligence: Aufgaben der Terminologiearbeit bei Fusionen und Übernahmen“ in: eDITion. Das Fachmagazin für Terminologie 1/2011

Deutscher Terminologie-Tag e.V. – www.dttev.org
Zielsetzung: durch Beratung und Koordination sowie durch die Veranstaltung

von Symposien und Workshops zur Lösung fachlicher Kommunikations-
probleme beizutragen.
14. DTT-Symposion: Mannheim Dorint Hotel, 27.-29. März 2014
DTT-Seminare: s. Web-Seite
Das Terminologiemagazin –
erscheint 2x Mal im Jahr

Contact information for further questions
Mark D. Childress
SAP Language Services
SAP AG
Dietmar-Hopp-Allee 16
D-69190 Walldorf
mark.childress@sap.com

Questions?

Thank you!

RUN
BETTER
WITH

Appendix
Corporate profile (the longer official version)
SAPterm information for those with SAP system access
Driving Business Innovation through
Radical Simplification
2014
We are entering into a new era of unprecedented
change across a multitude of dimensions
5 billion 75% 50%

people worldwide of global workforce of the world’s population
will become will be will live under
middle class Millennials water shortage
1.3 billion 50 billion

users on business & social connected devices and
networks today “internet of things” by 2030

These changes unveil new areas of opportunity
for businesses to innovate and grow
Hyper-personalize Engage & empower Plan & optimize

Customer Experience Workforce of the Future Resources in Real-time
Harness the intelligence of

Networked Economy

Disruptive technologies offer significant potential to drive
business innovation
Cloud Mobile Social Big

Data
Abundance of cost-
The new de facto Connected business Real-time analytic
effective computational
standard in business and social networks for behavioral and
power and storage
interaction predictive insights
“
More than 60% of CEOs expect 15-50% of their
earnings growth in the next 5 years to come from
technology-enabled business innovations.
– McKinsey study, 2013
”
Complexity built up over decades hampers the ability to
innovate; radical simplification is needed to unlock the potential.
Drive business
28% innovation
Drive business
innovation
Consumption
Keep the of new technologies to differentiate
72% lights on
User Experience
the ability to engage customers and users Keep the
lights on
Technology Stack
Forrester IT Survey, 2013 of multiple layers of hardware & software
“
40% executives worry that their organizations
will not keep pace with technology change and
lose their competitive edge.
© 2014 SAP AG or an SAP affiliate company. All rights reserved.

– McKinsey study, 2013
”
83
At SAP, we help accelerate business innovation through
radical simplification
Our Vision Our Mission Our Passions

help the world run help organizations teamwork, integrity,
better and improve become best-run accountability,
people’s lives. businesses. professionalism,
and trust.

Simplify your technology stack with the SAP HANA platform
Insight to Action
Contextual. Real-time. Closed-loop.
Applications Analytics
SAP HANA Platform
Faster Smarter Simpler

Process massive amounts of Rethink and envision entirely Dramatically simplifies
data, and deliver information new ways and applications to complex and expensive
at unprecedented speeds run your business IT architectures

Simplify your user experience with a mobile-first experience
Mobile First Experience

Applications Analytics
SAP HANA Platform

Simplify consumption with SAP cloud, powered by SAP HANA
Public Cloud Managed Cloud Marketplace

Human Resources Business Suite HANA cloud apps
Customers BW Partner ISV apps
Applications
Suppliers Analytics
SAP HANA Platform

With our open platform, thousands of partners and startups
are bringing more innovations to you faster than ever
Partners
&
Applications Analytics Startups
SAP HANA Platform
1,200 2,000 3,000 4,000

HANA startups Software & tech Service partners Solution resellers
partners

We combine our technology innovations and business
expertise into a complete solution that best meets your needs
UX
Industry Expertise Value Engineering Design Thinking Services & Support
POV Example Solution Explorer
For 25 Industries For 11 lines of business For millions of SMEs For consumers

With our solutions, you can focus on driving immediate
business outcomes across key priority areas
Customer Experience
71% business leaders believe that customer
experience is the next battleground
Employee Engagement
3x higher operating margin than
the ones with poor employee engagements
Business
Outcome Resource Optimization
60% increase in operating margin in retail
leveraging Big Data as the new resource
Networked Economy
Networked enterprises are 50% more likely
to have higher sales & margins

Helping you reimagine your customer experiences
like never before.
Seamless experience across

multiple channels
Co-innovation and co-creation

with customers
Hyper-personalization using
customer insights
Learn More
SAP Mobile solutions SAP Cloud for Sales SAP Predictive Analytics

Enabling you to engage and empower your
people at scale.
Embrace social savvy

millennial workforce
Transform the way you recruit

and manage talents
Empower & engage people

with real-time information
Learn More
SAP Social Media Analytics by NetBase SAP Cloud for HR SAP Predictive Analytics

Empowering you to manage, predict and optimize
resources in seconds.
Data as the biggest

new resource
Turning products
into services
Real-time resource planning

& optimization
Learn More
SAP Business Suite on HANA SAP HANA Enterprise Cloud SAP Predictive Analytics

Enabling you to harness the intelligence of your
business networks
Explore the potential of

“commerce graphs”
Networked visibility “We can’t predict what, where, or

& intelligence when disasters will happen. We have
to manage it regardless.”
Networked collaboration Jill Bossi
American Red Cross
& innovation
Learn More
Ariba Supplier Network SAP Business Suite SAP Predictive Analytics

For over 40 years, SAP has helped businesses run better
and improve people’s lives everywhere
At the global level At the business level At the personal level

Helping customers Helping companies Helping people have
optimize resources harness data to stay a greater voice and
and protect the ahead of change and live better lives
environment innovate for growth by personalizing
engagement
74% of the world’s transaction SAP customers represent 98% SAP mobile solutions reach 97%
revenue touches an SAP system. of the top 100 most valued brands of the world’s mobile subscribers
in the world. via text messaging.

We practice what we preach.
Every day.
We deploy 25,000 We made €16.1 million We believe creativity We provide the freedom to
smartphones, and social investments in 2011 driven by diversity of perform and are seen as an
14,000 tablets to to create lasting change, in thought is critical to our employer of choice. Our
employees worldwide. projects and communities business. Attracting the retention rate is 94%.
around the world. most diverse talent
guarantees a rich pipeline
for future innovation.
Learn More

SAPterm: Initial screen

© 2014 SAP AG or an SAP affiliate company.
All rights reserved.
No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of SAP AG or an
SAP affiliate company.
SAP and other SAP products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of SAP AG
(or an SAP affiliate company) in Germany and other countries. Please see http://global12.sap.com/corporate-en/legal/copyright/index.epx for additional
trademark information and notices.
Some software products marketed by SAP AG and its distributors contain proprietary software components of other software vendors.
National product specifications may vary.
These materials are provided by SAP AG or an SAP affiliate company for informational purposes only, without representation or warranty of any kind,
and SAP AG or its affiliated companies shall not be liable for errors or omissions with respect to the materials. The only warranties for SAP AG or
SAP affiliate company products and services are those that are set forth in the express warranty statements accompanying such products and
services, if any. Nothing herein should be construed as constituting an additional warranty.
In particular, SAP AG or its affiliated companies have no obligation to pursue any course of business outlined in this document or any related
presentation, or to develop or release any functionality mentioned therein. This document, or any related presentation, and SAP AG’s or its affiliated
companies’ strategy and possible future developments, products, and/or platform directions and functionality are all subject to change and may be
changed by SAP AG or its affiliated companies at any time for any reason without notice. The information in this document is not a commitment,
promise, or legal obligation to deliver any material, code, or functionality. All forward-looking statements are subject to various risks and uncertainties
that could cause actual results to differ materially from expectations. Readers are cautioned not to place undue reliance on these forward-looking
statements, which speak only as of their dates, and they should not be relied upon in making purchasing decisions.

© 2014 SAP AG oder ein SAP-Konzernunternehmen.
Alle Rechte vorbehalten.
Weitergabe und Vervielfältigung dieser Publikation oder von Teilen daraus sind, zu welchem Zweck und in welcher Form auch immer, ohne die
ausdrückliche schriftliche Genehmigung durch SAP AG oder ein SAP-Konzernunternehmen nicht gestattet.
SAP und andere in diesem Dokument erwähnte Produkte und Dienstleistungen von SAP sowie die dazugehörigen Logos sind Marken oder
eingetragene Marken der SAP AG (oder von einem SAP-Konzernunternehmen) in Deutschland und verschiedenen anderen Ländern weltweit.
Weitere Hinweise und Informationen zum Markenrecht finden Sie unter http://global.sap.com/corporate-de/legal/copyright/index.epx.
Die von SAP AG oder deren Vertriebsfirmen angebotenen Softwareprodukte können Softwarekomponenten auch anderer Softwarehersteller enthalten.
Produkte können länderspezifische Unterschiede aufweisen.
Die vorliegenden Unterlagen werden von der SAP AG oder einem SAP-Konzernunternehmen bereitgestellt und dienen ausschließlich zu Informations-
zwecken. Die SAP AG oder ihre Konzernunternehmen übernehmen keinerlei Haftung oder Gewährleistung für Fehler oder Unvollständigkeiten in
dieser Publikation. Die SAP AG oder ein SAP-Konzernunternehmen steht lediglich für Produkte und Dienstleistungen nach der Maßgabe ein, die in der
Vereinbarung über die jeweiligen Produkte und Dienstleistungen ausdrücklich geregelt ist. Keine der hierin enthaltenen Informationen ist als zusätzliche
Garantie zu interpretieren.
Insbesondere sind die SAP AG oder ihre Konzernunternehmen in keiner Weise verpflichtet, in dieser Publikation oder einer zugehörigen Präsentation
dargestellte Geschäftsabläufe zu verfolgen oder hierin wiedergegebene Funktionen zu entwickeln oder zu veröffentlichen. Diese Publikation oder
eine zugehörige Präsentation, die Strategie und etwaige künftige Entwicklungen, Produkte und/oder Plattformen der SAP AG oder ihrer Konzern-
unternehmen können von der SAP AG oder ihren Konzernunternehmen jederzeit und ohne Angabe von Gründen unangekündigt geändert werden.
Die in dieser Publikation enthaltenen Informationen stellen keine Zusage, kein Versprechen und keine rechtliche Verpflichtung zur Lieferung von
Material, Code oder Funktionen dar. Sämtliche vorausschauenden Aussagen unterliegen unterschiedlichen Risiken und Unsicherheiten, durch die
die tatsächlichen Ergebnisse von den Erwartungen abweichen können. Die vorausschauenden Aussagen geben die Sicht zu dem Zeitpunkt wieder,
zu dem sie getätigt wurden. Dem Leser wird empfohlen, diesen Aussagen kein übertriebenes Vertrauen zu schenken und sich bei Kaufentscheidungen
nicht auf sie zu stützen.

Presentation M Childress

Transféré par

Informations du document

Titre original

Copyright

Formats disponibles

Partager ce document

Partager ou intégrer le document

Options de partage

Avez-vous trouvé ce document utile ?

Ce contenu est-il inapproprié ?

Droits d'auteur :

Formats disponibles

Presentation M Childress

Transféré par

Droits d'auteur :

Formats disponibles

Terminology Management at SAP

Mark D. Childress / SAP Language Services

... from SAP ... ... to the customers?

© 2014 SAP AG or an SAP affiliate company. All rights reserved. Public 2

Corporate profile (short version) and products

© 2014 SAP AG or an SAP affiliate company. All rights reserved. Public 3

© 2014 SAP AG or an SAP affiliate company. All rights reserved. Public 5

© 2014 SAP AG or an SAP affiliate company. All rights reserved. Public 6

© 2014 SAP AG or an SAP affiliate company. All rights reserved. Public 7

SAP AG annual revenue 2013: €16.9 billion

© 2014 SAP AG or an SAP affiliate company. All rights reserved. Public 8

Software component Product instance = (Software)

© 2014 SAP AG or an SAP affiliate company. All rights reserved. Public 9

Software component Product instance = (Software)

SAP ERP Financials

FI-TV / Travel SAP ERP Operations

SAP ERP Human Capital Management

India Localization for SAP ERP

© 2014 SAP AG or an SAP affiliate company. All rights reserved. Public 10

 Integration with On Premise

On DEMAND SAP Business

Extending Broadening Strengthening Becoming Becoming a

Innovation powered by SAP HANA

Deliver the highest customer value through innovation without disruption

© 2014 SAP AG or an SAP affiliate company. All rights reserved. Public 12

No aggregation / no data preparation / no data marts

© 2014 SAP AG or an SAP affiliate company. All rights reserved. Public 13

© 2014 SAP AG or an SAP affiliate company. All rights reserved. Public 15

© 2014 SAP AG or an SAP affiliate company. All rights reserved. Public 16

Filter by: Maintenance History

© 2014 SAP AG or an SAP affiliate company. All rights reserved. Public 17

Our industry solutions support:

© 2014 SAP AG or an SAP affiliate company. All rights reserved. Public 19

© 2014 SAP AG or an SAP affiliate company. All rights reserved. Public 20

Reusability in different functional areas

Reliability across contexts and languages

PL pozycja  FR poste ...

© 2014 SAP AG or an SAP affiliate company. All rights reserved. Public 23

© 2014 SAP AG or an SAP affiliate company. All rights reserved. Public 24

Italian Japanese Chinese

© 2014 SAP AG or an SAP affiliate company. All rights reserved. Public 25

Products, their user

Costs Rising variable costs

Fixed costs for

Frequency of terminology use

© 2014 SAP AG or an SAP affiliate company. All rights reserved. Public 27

Product / service phase Cost multiplier for term/

Technical writing (research) 0.5

Technical writing (text) 1.0

Acceptance test 5.0

Support / maintenance 20.0

© 2014 SAP AG or an SAP affiliate company. All rights reserved. Public 28

This results in:

Create concepts and

© 2014 SAP AG or an SAP affiliate company. All rights reserved. Public 31

Software development Technical writing * Translation

* At SAP: “Information Development”

Multiple teams in software development create solutions – software component

Terminology standards Terminology training

Allgemeine Richtlinien für das Erstellen von Einträgen

Allgemeine Form von Terminologieeinträgen

- Substantive: Verwenden Sie den Singular.

Buchungskreis – nicht Buchungskreise