The Measure of Success for Translation Quality
Price comes first, but translation quality is what counts in the end. In the translation business, a low price is often achieved at the expense of quality. However, quality is what Responsive Translation does best.
From order to final delivery, Responsive Translation adheres to an ISO 9001 certified quality management system. This helps to eliminate errors and deliver a seamless translation experience.
Proof of successful ISO implementation is our client satisfaction index (receiving an NPS score of 93.55% in 2016). We rank first in the translation industry for client satisfaction.
Here are some of the features of our translation quality process:
Recruit Experts Only
We test, recruit and train a large group of language experts for translation, interpreting and other linguistic tasks. Experts are recruited based on accreditation in the American Translators Association or other recognized professional associations, recommendations, testing and specific industry experience. Our compensation is above industry norms in order to recruit and motivate the best people available.
Experts are recruited worldwide and work only into their native language. Assignments are made based on past professional experience and familiarity with the subject matter, accuracy and thoroughness of previous work. Experts are reassessed upon the completion of every assignment. We welcome customer participation in this qualification process.
A strong personal commitment to customer satisfaction remains the most important qualification for the Responsive Translation team.
Before Translation Begins
Before translation begins, the project team supervisor:
- Reviews source material to identify source errors and potential translation problems
- Documents what should and should not be translated within the submission
- 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 may be incorporated into the translation in order to save time and money
- Confirms the schedule and price, and submits findings to the client for approval
Document Style Change Requirements for Each Language
Style and task sheets are updated as the project proceeds. Style sheets, glossaries and translation databases are maintained by the project team but remain client property. Web pages (and in some cases job-specific chat rooms) are used to provide real-time updates when required. All updates are documented in the Responsive Translation operations management system.
A good translator writes best when they know their readers. Demographic information such as age, sex, education, bilingualism and cultural background help translators write for maximum impact and comprehension.
For example, cultural references such as jokes, current events, sports metaphors, etc., are often lost in translation. An audience that doesn’t play baseball isn’t going to understand an expression like “inside baseball.” You may have to rewrite your text for an international audience. Likewise, marketing messages should be tested for regional acceptance and usability.
Quality Assurance Workflow
Translation quality assurance workflow is designed for the early identification and correction of errors.
Generally, content changes are only permitted in the designated source language, known as the control language. Translation is only authorized once all changes to the control language have been approved.
Version control is maintained through database administration, time/date stamps and a detailed file name protocol. Versions are created for each step:
- First draft of the translation
- Editor’s draft of the translation
- Project manager’s draft of the translation
- Client changes draft (optional)
- Editor’s draft of client changes (optional)
- Draft output (required for DTP, HTML and A/V production)
- Edit output (required for DTP, HTML and A/V production)
- Client changes output file (optional)
- Project manager’s output file
Task Quality Tail
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. Edits are made on hard copy whenever possible.
The customer relations supervisor evaluates team performance at the conclusion of every job based on workflow best practice and a customer satisfaction review.
The project manager’s chief responsibility is to ensure that the work is submitted on time and as per client’s 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 by the President’s Office. Please contact us for prompt satisfaction in the event of a service failure.
At Responsive Translation we take translation quality assurance seriously.