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What I Wish I Had KnownTales of implementing SDL TMS at VMware
James Ingalsbe
Senior Manager, Globalization Technology
September 23rd, 2009
Copyright © 2009 VMware, Inc. All rights reserved. This product is protected by U.S. and international copyright and intellectual property laws. VMware products are covered by one or more patents listed at http://www.vmware.com/go/patents.
Ain’t it the Truth?
“When you're drowning, you don't say:
'I would be incredibly pleased if someone would have the foresight to notice me drowning and come and help me,'
you just scream.”
--- John Lennon
Copyright © 2009 VMware, Inc. All rights reserved. This product is protected by U.S. and international copyright and intellectual property laws. VMware products are covered by one or more patents listed at http://www.vmware.com/go/patents.
Company Overview~$1.9 B in 2008 revenue
Over $2B in cash
20%+ operating margins
~7,000 employees worldwide
5th largest infrastructure software company
Our Customers Love Us150,000+ VMware Customers
100% of Fortune 100
100% of Fortune Global 100
96% of Fortune 1000
95% of Fortune Global 500
VMware – The Industry Leader in Virtualization
*Source: Comprehensive survey of VMware customers conducted in July-August 2008
Copyright © 2009 VMware, Inc. All rights reserved. This product is protected by U.S. and international copyright and intellectual property laws. VMware products are covered by one or more patents listed at http://www.vmware.com/go/patents.
VMware – The Industry Leader in Virtualization
*Source: Comprehensive survey of VMware customers conducted in July-August 2008
Company Overview~$1.9 B in 2008 revenue
Over $2B in cash
20%+ operating margins
~7,000 employees worldwide
5th largest infrastructure software company
Our Customers Love Us150,000+ VMware Customers
100% of Fortune 100
100% of Fortune Global 100
96% of Fortune 1000
95% of Fortune Global 500
Copyright © 2009 VMware, Inc. All rights reserved. This product is protected by U.S. and international copyright and intellectual property laws. VMware products are covered by one or more patents listed at http://www.vmware.com/go/patents.
VMware – The Industry Leader in Virtualization
*Source: Comprehensive survey of VMware customers conducted in July-August 2008
Company Overview~$1.9 B in 2008 revenue
Over $2B in cash
20%+ operating margins
~7,000 employees worldwide
5th largest infrastructure software company
Our Customers Love Us150,000+ VMware Customers
100% of Fortune 100
100% of Fortune Global 100
96% of Fortune 1000
95% of Fortune Global 500
Copyright © 2009 VMware, Inc. All rights reserved. This product is protected by U.S. and international copyright and intellectual property laws. VMware products are covered by one or more patents listed at http://www.vmware.com/go/patents.
Company Overview~$1.9 B in 2008 revenue
Over $2B in cash
20%+ operating margins
~7,000 employees worldwide
5th largest infrastructure software company
Our Customers 150,000+ VMware Customers
100% of Fortune 100
100% of Fortune Global 100
96% of Fortune 1000
95% of Fortune Global 500
VMware – The Industry Leader in Virtualization
*Source: Comprehensive survey of VMware customers conducted in July-August 2008
89% of all virtualized applications in the world run on VMware. Gartner, December 2008
Copyright © 2009 VMware, Inc. All rights reserved. This product is protected by U.S. and international copyright and intellectual property laws. VMware products are covered by one or more patents listed at http://www.vmware.com/go/patents.
The Globalization Team at VMware
Consolidated Team under Corporate MarketingFormed 2 years ago with one person, now 35 worldwide
Responsible for localizing approximately 90% of customer-facing content (except our software products and tech docs)
Primarily support 9 languages; up to 13 for small projects
Use a mix of multi-lingual and single language vendors
Geographically disbursed – project managers and linguistic reviewers in each major market
Perform nearly all post-translation linguistic review
Copyright © 2009 VMware, Inc. All rights reserved. This product is protected by U.S. and international copyright and intellectual property laws. VMware products are covered by one or more patents listed at http://www.vmware.com/go/patents.
VMware’s Globalization Technology Stack Licensed from SDL International
Translation Management System (TMS)
Hosted automated translation workflow tool and translation memory database. Saves significant time and money by streamlining the process of translating documents and images with multiple vendors and reviewers.
Trados Professional
A powerful desktop tool for translators and reviewers to allow for offline translations.
MultiTerm Hosted terminology management database with over 1,200+ VMware specific terms in 11 languages which improves consistency and quality of translations.
Author Assistant
A software plug-in that allows English authors to auto-check content against the corporate Style Guide, terminology database and translation memories. The increased consistency of English content reduces costs of localization.
Trisoft CMSTP An DITA XML-based Content Management System for developing and managing technical documentation at the component level to allow for rapid publishing and localization.
Passolo R&D Desktop tool for localization of software user interfaces. Streamlines the process of incrementally translating menus, dialogs, & error messages before code freeze.
TP System owned and managed exclusively by Tech PubsR&D Implementation and Integration to be managed exclusively by R&D
Copyright © 2009 VMware, Inc. All rights reserved. This product is protected by U.S. and international copyright and intellectual property laws. VMware products are covered by one or more patents listed at http://www.vmware.com/go/patents.
VMware TMS Development Timeline – Phase One
Q1 - 2008 Q2 - 2008Jan Feb Mar Apr May Jun
1/7 Sr. Mngr, Globalization Technology hired
1/17 Kickoff meeting with SDL Professional Services
3/5 Solution Blueprint signoff
6/30 Functional Signoff
4/24 First training session on VMware’s TMS
6/18 User Acceptance Testing Starts
3/25 Scope Increased: DITA XML and VMware.com XML, New ‘Process Tracks’, TM Strategy and Cleanup
11/2707 PO Approved
Copyright © 2009 VMware, Inc. All rights reserved. This product is protected by U.S. and international copyright and intellectual property laws. VMware products are covered by one or more patents listed at http://www.vmware.com/go/patents.
VMware TMS Development Timeline – Phase Two
Q3 - 2008 Q4 - 2008July Aug Sept Oct Nov Dec
8/20 Full Day of TMS Admin Training
10/20 On site training for European PMs
10/30 User Acceptance Testing starts for VMware.com XML filter
8/6 First Pilot Projects Started
Copyright © 2009 VMware, Inc. All rights reserved. This product is protected by U.S. and international copyright and intellectual property laws. VMware products are covered by one or more patents listed at http://www.vmware.com/go/patents.
VMware TMS Development Timeline – Phase Three
Q1 - 2009 Q2 - 2009Jan Feb Mar Apr May Jun
2/19 Signoff on VMware.com XML Filter
3/19 First VMware.com project delivered
3/19 1,200 Terms in 11 languages loaded into MultiTerm
6/12 Delivered last vSphere file: ½ Million Words, 3 languages, 9000 xml files, 51% Leverage = 32% Savings in 11 weeks
7/21 Added a new vendor to TMS
3/25 Kickoff of vSphere project, largest product launch in company history
1/27 Added the ‘TM Update Workflow’ to TMS
Copyright © 2009 VMware, Inc. All rights reserved. This product is protected by U.S. and international copyright and intellectual property laws. VMware products are covered by one or more patents listed at http://www.vmware.com/go/patents.
Many Lessons Learned
If I had to do it all over again, would I have done it differently?
Of course!
If I had to do it all over again, would I have done it faster?
Probably
If I had to do it all over again, would I have done it cheaper?
Hmmmm… good question!
Copyright © 2009 VMware, Inc. All rights reserved. This product is protected by U.S. and international copyright and intellectual property laws. VMware products are covered by one or more patents listed at http://www.vmware.com/go/patents.
I Wish I Had Known…
The Importance of Benchmarking Current L10N Processes
Would have conducted an efficiency study to measure how long and expensive it was to localize materials before we began
Would have focused on both internal and external productivity to demonstrate to vendors how much easier it is for them to support our account = cost reductions
Data would have proven the true ROI of TMS including qualitative metrics such as human time avoided (people we didn’t have to hire), ability to predict and manage workload (avoid burn out), and faster time to market
Copyright © 2009 VMware, Inc. All rights reserved. This product is protected by U.S. and international copyright and intellectual property laws. VMware products are covered by one or more patents listed at http://www.vmware.com/go/patents.
I Wish I Had Known…
The Staffing Requirements before and after launchFunctional Requirements Document (aka Solution Blueprint) takes considerable time and attention and lots of meetings to gather data and gain consensus
User Acceptance Testing was more extensive than predicted, requires internal teams and vendors to contribute
Training is an ongoing requirement, never ending
The Admin support after launch is not trivial; highly-specialized tasks
Copyright © 2009 VMware, Inc. All rights reserved. This product is protected by U.S. and international copyright and intellectual property laws. VMware products are covered by one or more patents listed at http://www.vmware.com/go/patents.
I Wish I Had Known…
The Challenge of Consolidating our Terminology We discovered multiple glossaries maintained by multiple groups and vendors, no two were formatted the same
No formal information sharing between departments and groups, lots of politics surround terminology
Setting up the new tools wasn't as hard as creating a company-wide Terminology Core Team and keeping it motivated to contribute
Once created, the Terminology Database helps new linguistic reviewers come up to speed much faster and with better quality output
Copyright © 2009 VMware, Inc. All rights reserved. This product is protected by U.S. and international copyright and intellectual property laws. VMware products are covered by one or more patents listed at http://www.vmware.com/go/patents.
I Wish I Had Known…
The Power of Real-Time File Analysis and Price QuotesWe used to never know how much something was going to cost or how long it would take to localize until after sending it to the vendors for their analysis
Now we can upload even rough draft content and get total word count and leverage stats — allowing us to set and meet more realistic deadlines while scope is still not fixed
Better utilization of our localization budget via exact price quotes instead of fuzzy, historical estimates
Copyright © 2009 VMware, Inc. All rights reserved. This product is protected by U.S. and international copyright and intellectual property laws. VMware products are covered by one or more patents listed at http://www.vmware.com/go/patents.
I Wish I Had Known…
Vendor Reluctance to Embrace ChangeThey didn’t outright fight the implementation of TMS, but they were skeptical and reactive
Initially were suspicious and paranoid about their price lists being sent to SDL employees and uploaded into TMS
Feared “their TMs” would be corrupted by their competitors
Pilot projects really important for them to come up to speed
Ongoing communications important, share with them what’s being planned
Copyright © 2009 VMware, Inc. All rights reserved. This product is protected by U.S. and international copyright and intellectual property laws. VMware products are covered by one or more patents listed at http://www.vmware.com/go/patents.
I Wish I Had Known…
The Importance of a Translation Memory StrategyWe initially had no clue how many translation memories were being used, all were maintained by each vendor with no proactive sharing
Found over 160 TMs with 5 vendors, each formatted differently with vastly different content
With SDL’s Professional Services team, worked out a cohesive, company-wide TM consolidation strategy
Now down to seven TMs, all properly sequenced with mutually agreed upon penalties and update rules
Copyright © 2009 VMware, Inc. All rights reserved. This product is protected by U.S. and international copyright and intellectual property laws. VMware products are covered by one or more patents listed at http://www.vmware.com/go/patents.
I Wish I Had Known…
How vital comprehensive, ongoing, training isQuickly saw a need for creating an extranet for storing and disseminating training materials and guidelines
Important to record the audio and video of all online training sessions – from full day admin training to five minute “tips and tricks” sessions
Created a low-tech ‘Knowledge Base’ spreadsheet and allowed all internal and external users to contribute to it
Set up recurring meetings with all vendors and power-users to answer technical questions and share updates on new features
More training and communication means less files going into recovery and faster resolutions when they do
Copyright © 2009 VMware, Inc. All rights reserved. This product is protected by U.S. and international copyright and intellectual property laws. VMware products are covered by one or more patents listed at http://www.vmware.com/go/patents.
I Wish I Had Known…
What I should have included in the initial Statement of Work
Set up of a TEST_ORG: A sandbox for submitting test jobsTM Assessment and Strategy: Separate project track lead by linguists and long term employees TM Update Workflow: Allows for jobs performed outside of TMS to be easily added to the Master TMsAuthoring TM: A ‘Meta-TM’ which contains the English segments from all other TMs to allow for better AuthorAssistant leverage reports CMS Integration and Testing: Significant expense that you may want to pay for upfront when you have strong Exec supportNew vendors and languages: Forecast your needs for 18 months, easier to do it initially then down the road
Copyright © 2009 VMware, Inc. All rights reserved. This product is protected by U.S. and international copyright and intellectual property laws. VMware products are covered by one or more patents listed at http://www.vmware.com/go/patents.
I Wish I Had Known…
How much other SDL customers are willing to help with advice
Many of us learned the same hard lessons independently, happy to share experiences if only to gain good karma
Several large enterprise customers formed the SDL Users Group (www.sdlusers.com) to meet other software technology customers and share best practices
Collective power of the users group helping to drive SDL's product roadmap and support practices
Copyright © 2009 VMware, Inc. All rights reserved. This product is protected by U.S. and international copyright and intellectual property laws. VMware products are covered by one or more patents listed at http://www.vmware.com/go/patents.
In Conclusion – What you should do
Seek Out Knowledge From within your companyFrom multiple sources within SDLFrom other customers (Join www.sdlusers.com as soon as your contract is signed)From industry experts and analysts
Focus on planning firstDon’t do anything before securing strong executive sponsorshipBuild out and continuously update MS Project based schedulesDefine project scope, secure universal buy-inGet vendors to commit to TMS-based discounts BEFORE you add them to the systemGet SDL to recommend functional enhancements to out-of box systemDevelop staffing plan for 2 + years
Try a Phased ApproachDon’t do everything up front, focus on quick wins firstRoll out to one select vendor first, choose one who’s the most excited, not just the biggestDon’t add unnecessary risk: Pass on major product releases and campaigns until you’re sure
Copyright © 2009 VMware, Inc. All rights reserved. This product is protected by U.S. and international copyright and intellectual property laws. VMware products are covered by one or more patents listed at http://www.vmware.com/go/patents.
In Conclusion – What you shouldn’t do
Implement in a vacuum More expensive to go it alone, speed gains eventually eaten up when mergingEnd result is TMS sprawl and departments that fight changeNot enough corporate visibility
Try doing it on the cheapIf you can’t afford it, then wait till you canPulling out features and functions from the SOW will only delay deployment of a robust rolloutSchedule enhancements in phases to spread out payments
Let your IT or Security teams bully you into internal hostingBurden of proof should be on them because you already send out content for translation to external vendors, many of whom subcontractFocus their attention on value added support such as performance monitoring and CMS systems integration
Copyright © 2009 VMware, Inc. All rights reserved. This product is protected by U.S. and international copyright and intellectual property laws. VMware products are covered by one or more patents listed at http://www.vmware.com/go/patents.
Thank you for your time!
Any Questions? My Contact InformationJames Ingalsbe
jamesi@vmware.com and the.webmaster@sdlusers.com650-427-3344http://www.linkedin.com/in/jamesingalsbe
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