how to make sure the right quality is delivered by my translation vendor? (edith bendermacher,...
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Measuring Linguistic Quality at NetApp Edith Bendermacher
Sr. Manager, Global Content Management
© 2014 NetApp, Inc. All rights reserved. NetApp Proprietary – Limited Use Only1
How do we assure linguistic quality at NetApp
© 2015 NetApp, Inc. All rights reserved. NetApp Proprietary – Limited Use Only2
The Linguistic Quality Program started 5 years ago at NetApp
GCM team consists of scalable reviewer teams, sitting in local offices all over the world assuring close alignment with local teams (marketing, sales, IT, support, etc.)
GCM team reviews almost all the marketing/sales content and technical content (product manuals, Technical Reports, product UI)
GCMs are responsible for:- Assuring linguistic quality for their language- Training the translators and LSPs that work with us- Giving feedback to translators- Conduct staging reviews of all web content- Publish localized content on NetApp platforms And more!
We set up LSPs for success
© 2015 NetApp, Inc. All rights reserved. NetApp Proprietary – Limited Use Only3
In April 2015, we implemented the Quality Framework. The document outlines roles and responsibilities for GCMs and LSPs.
NetApp assures the success of the relations with the LSPs by providing:- training to translators on NetApp products or solutions- designated GCM in country- regular meetings between GCMs and translators- feedback loop to translators in form of reports and in regular meetings- bi-weekly quality management meeting to discuss escalations, trends, new technologies
and process improvements- Quarterly Business Reviews to review KPIs, what we are planning ahead- monthly Quality Dashboard with compiled data
How we measure quality
© 2015 NetApp, Inc. All rights reserved. NetApp Proprietary – Limited Use Only4
GCM’s grade projects in TMS. We extract data monthly to evaluate: - pass/fail rate- breakdown of errors
We collect data on LSP’s progress to identify any quality trends or issues
LSP’s collect and provide their monthly LQA results
We exchange the data on a regular basis through the Quality Dashboard
Monthly Linguistic Quality Dashboard
© 2015 NetApp, Inc. All rights reserved. NetApp Proprietary – Limited Use Only5
If things don’t work out
© 2015 NetApp, Inc. All rights reserved. NetApp Proprietary – Limited Use Only6
The translation is graded according to an agreed set of criteria following the LISA model
Projects that do not meet our expectations (as agreed), are rejected back to LSPs
After multiple rejections and no visible improvement, LSP is to provide an improvement plan with a set timeline.
If no improvement, NetApp requests to change translator.
Reviewed word counts (example per year)
© 2015 NetApp, Inc. All rights reserved. NetApp Proprietary – Limited Use Only7
Word count for marketing content
en-US >
ja-JP
en-US >
fr-FR
en-US >
zh-CN
en-US >
it-IT
en-US >
ko-KR
en-US >
de-DE
en-US >
es-ES
en-US >
pt-BR
en-US >
ru-RU
en-US >
es-La
tAm
en-US >
nl-NL
en-US >
zh-TW
en-US >
he-IL
en-US >
en-GB
en-US >
sv-SE
0
100000
200000
300000
400000
500000
600000
Languages
Wor
d co
unt
Word count for technical content
en-US > ja-JP
en-US > zh-CN
en-US > fr-FR
en-US > de-DE
en-US > ko-KR
en-US > es-ES
0
100000
200000
300000
400000
500000
600000
700000
800000
900000
Languages
Wor
d co
unt
© 2014 NetApp, Inc. All rights reserved. NetApp Proprietary – Limited Use Only8
Thank You
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