netapp and acclaro how netapp set up a solid in-country review infrastructure
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NetApp and Acclaro How NetApp Set Up a Solid In-Country Review Infrastructure. Liesbeth Matthieu, Manager, Localization, NetApp Emma Young, Director, Operations, Acclaro. In this Presentation. Initial Situation, Solution, and Implementation Challenges and Benefits Metrics - PowerPoint PPT PresentationTRANSCRIPT
NetApp and Acclaro
How NetApp Set Up a Solid In-Country Review Infrastructure
Liesbeth Matthieu, Manager, Localization, NetAppEmma Young, Director, Operations, Acclaro
In this Presentation
• Initial Situation, Solution, and Implementation • Challenges and Benefits • Metrics • Best Practices• A Dream Come True
Initial Situation
• Uncoordinated time to market
• Varying quality of content
• No translation memory leverage
• No established consistent process
• Dispersed vendor management
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Initial Situation
• Globalization Team observed main pain points that prevent global simship
• Team determined in-country review process was one of the primary causes of bottlenecks and delays
• Local marketing and sales staff could not keep up with the time-consuming demands of linguistic review
Solution
• Invest in a focused and dedicated team ofin-country reviewers
• Select team of first-class language specialists
• Formalize process and rules of engagement
• Ongoing investment in evolving role of reviewers
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Quality Organizational Chart
6
LPM Simplified Chinese Field Marketing TeamChina
LPM German Field Marketing TeamGermany
Linguistic Quality Program Sunnyvale
LPM Japanese Field Marketing TeamJapan
Bringing it to Life
Program kick off
• Reviewers meet in person
• Supports shared goals and priorities
• Increases productivity, camaraderie
Understanding what we need• Contract• Capacity• Rules of engagement• SLAs• Partnership• Complete trust and
dialogue
Fast but scalable roll-out • Started with one person
then layered in additional staff
• Initial rollout for 7 EMEA languages
• Gradually build out to 15 languages covering EMEA, APAC, and LATAM
1 2 3
Localization Staffing Help
• Good people on boarded quickly - profile development done in collaboration, quality criteria, screening process
• Structured layering, building out team of linguistic reviewers
• Managing the ebb and flow of needs, reviewer availability
• Regular performance reviews continue to make a difference
• In-country feedback loop with field marketing managers
Linguistic Quality Workflow
Original Document
NetApp Linguistic
Review
ImplementComments
DTP Engineering
ImplementComments
EditorialReviewTranslation
NetApp DTP Review
ImplementDTP
Comments
NetApp DTPSign-off Publish
T9N vendor tasks
Reviewer tasks
Behind the Scenes
First YearDeliverables FY11 Q1 FY11 Q2 FY11 Q3 FY11 Q4 FY12 Q1
May June July Aug Sep Oct Nov Dec Jan Feb Mar Apr May June JulyDefine Program Kick Off Program • • • • • • • On-board primary LPMsGlossary Style Guide Educate vendors
Develop a scalable review process • • • • • •
On-board secondary LPMs
Field Portal CertificationPresent to local Marketing team
On-board second T9N vendor • • • •
On-board NetAppU • • •
On-board Global Support
On-board Product • • • •
Program Challenges• Scheduling, planning, vacations!• Constant program scalability – peaks and valleys • Layering, building out of team, Project Managers asked to be
more strategic and build virtual teams• New role for reviewers – how to train, how to be
representatives of global programs• Educating translation vendors• Recurring training and recruitment, maintenance• Budgetary needs and how to control costs
Program BenefitsImproved translation quality and consistency
Reduced review turnaround time by 25%
Removal of review backlog within 4 months of program start
In-country field staff received 30% of their time back
Quicker decision making; greatly improved and increased communication between field marketing teams and central NetApp office
A scalable program; reviewers are engaged as needed, addresses peaks/valleys of launch periods
Metrics and ROI Tracking
• Goals– Increase quality– Reduce hours spend on review
• Initial metrics include – Translation quality– Throughput per hour, cost per language
Spanish Review Metrics Jun – Aug
June12 Jobs were graded,
23,158 words
14.90 errors per 1K words
July26 Jobs were graded,
125,975 words 4.02 errors per 1K words
August35 Jobs were grade,
59,957 words 4.90 errors per 1K
words
0
100
200
300
400
500
600 Localization
Consistency
Spelling
Technical accuracy
Terminology
Translation accuracy
Grammar
Style
Num
ber o
f Err
ors
Error Analysis
June July August0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Pass
Rating
Percentage of Jobs Passed
Perc
enta
ge
June July August0
500
1000
1500
2000
2500
June
July
August
Wor
ds p
er h
our
Average Words per Hour - ReviewSummary• Ask vendor to review more closely for style and
terminology errors
• Pass rate is increasing
Acclaro Program Support
• QBRs – achievements, $ spent, lessons learned• Performance review management• Weekly calls
– Acclaro and NetApp– Acclaro and LPMs
• Annual feedback from in-country teams• Time tracking and metric reporting
Best Practices• Identify whether in-country review is
bottleneck to timely releases • Meet face-to-face at program kick-off• Ramp up in steps • Keep talking• Acclaro serve as more than a staffing agency• QBRs - monitoring financials and program
performance • Performance reviews and in-country
feedback
Investment Justification
Demonstrate in depth
understanding of the problem
Know the main pain points
• Cost to the company - financial and human resources
• Delays - realizing the inability to be truly global and simship
Convey experience and
credibility
Timing
• Fit your program in with the company-wide globalization discussion
• Delays everywhere
• No dedicated resources
• No SLAs
• No consistent quality
• Present findings
• Present a Future History
• Get a sponsor
A Dream Come True
• Ongoing and ‘automated’ global simship
• Gives time back to the field – return critical hours back to engineers and marketing staff
• Dramatically transforms the entire localization function
• Consistent quality feedback to translation vendors
Q&A
Thank You
Liesbeth Matthieu, Manager, Localization, NetAppEmma Young, Director, Operations, Acclaro