Documentation, software, and website translation and localization services into over 100 languages. 
Phone:
Email: 
Localization Managers are often seen, but not heard, especially by their peers. But do you ever wonder what other localization managers are doing? Earlier this year, three localization managers responsible for driving quality in their localization programs agreed to discuss their experiences with our customers. From the travails of in-country review (we’ve all been there) to the effectiveness of GMS solutions, listening to the three localization program managers who hailed from CaridianBCT, Medtronic and WelchAllyn was richly insightful and refreshing. A few key takeaways we can all benefit from are summarized below:
What can a company do to help a translation vendor achieve highest quality? Are some methods more effective than others?
First, you must define quality. Quality is defined as “meeting the client’s requirements,” so be sure to establish what each client wants and review these requirements at the project start to ensure these requirements are met. It’s also important to try to take subjectivity out of defining “quality” as much as possible.
In terms of preventative measures, it’s important to establish style guides, terminology management, and business rules before the document is translated. Many more localization battles can be fought and won in English than in a target language.
In addition, prioritize product training to educate vendors and linguists. This ensures a better grasp of the material, which leads to better translations.
Finally, ensure that linguistic teams are consistent as often as possible. Many linguistic teams become subject matter experts and can catch issues that even internal QA doesn’t find. Provide vendors with access to internal experts in the field who are available to answer questions and provide context.
What tools are used to measure quality?
- SAEJ2450 Quality Metric: Set of 8 categories with varying severity levels that verification uses to measure each error.
- LISA QA Model: Initially, some of the project managers tried using this but found other quality metrics more effective. Ultimately, none of the metrics are fool-proof and they require customization for your particular environment.
- Measuring customer service is also a measure of quality, such as the ability of the service provider to promises, deadlines, and increase efficiencies.
What are best-practices for streamlining and managing the in-country review process?
Because in-country review is often the bottle neck for the companies involved, it’s important to involve reviewers early in the process starting with the glossary. Some of the project managers advocate having the reviewers approve the English source content before doing anything else. In addition, it’s important to have only one reviewer per country, per product line to avoid conflicts.
What are the best practices in maintaining strict source control? (Making sure source text is frozen and any changes are managed carefully)
Frozen source files are rare so it’s imperative to create formal change control policies. Educating the internal clients on how much their late changes cost them serves as a good deterrent.
How does localization vendor project management process add to/detract from customer experience and/or quality of the linguists’ work?
The vendor project manager is the face of the linguists, representing them in a positive or negative manner. It is important that they take a systematic approach; that there is a process in place. They must also be open to receiving and giving feedback on their needs, and ours, respectively. They must also be flexible and cater to each specific project and customer.
They need to be: collaborative, creative, innovative – open to helping in the brainstorming sessions and providing suggestions. Of course, they must also meet the goals as established.
What is critical to include in the handoff to a localization vendor?
Source files that are well prepared and analyzed for translatability. Also, the specifications for the job: define quality, and establish needs (timeline, cost, regional use of language, precision of audience, etc). Deliver the glossary and any previously-translated text, reference materials, and approved style guides.
Is it advisable to invest in multilingual style guides and how do you ensure proper maintenance of tools?
It is advisable to have both style guides and terminology glossaries, but only if it can be feasibly maintained. Translation memory is highly suggested, but in order to make it work, there must be an owner and specification on how it is created, validated, manager, and maintained must be specified. A clear process must be established, training must be provided, and discipline defined.
A style guide has a lot of overhead and is difficult to maintain. It is suggested for languages with a lot of nuances and intricacies, such as Japanese.
Do you have any recommendations for Content Management Systems?
The Benefits: CMS’s enhances the effectiveness of the translation memory, resulting in less new text to translate, thus reducing costs over time.
The Reality: The company needs the resources to maintain the CMS while providing ongoing support. Make sure you know and have all the requirements for the CMS before you purchase.
The bottom line heard repeated from our panelists is: communication is key. As long as the communication is clear and continuous between the localization vendor and client, goals are more likely to be met and the project's likelihood of success will sky rocket. So, ask questions, document your work, and keep in touch!
If you’d like to listen to the whole recording, you can download it from this link: Medical and Life Sciences Panel Discussion
ENLASO's Localization Solutions
For more information on how ENLASO can assist you with all of your localization needs, please contact us at Contact@enlaso.com, call 303.516.0857 x127, or complete the quote request form.
