quality is in the eye of the beholder - part 1
DESCRIPTION
Silvia Avary-Silveira, Senior Localization Manager at VeriSign, explains the processes used in her company to control the quality of its translated materials and to measure the service level of the company's external vendors. The video of this presentation can be seen here: http://www.youtube.com/watch?v=-Z--DHmlS4MTRANSCRIPT
Quality is in the Eye of the Beholder
Silvia Avary-SilveiraVeriSign Inc.
VeriSign Inc.• 15 years old
• 1billion revenue
• Main products:– Manages .com, .net, .tv, .jobs, .name– SSL Certificates and Secured Seal
What is Quality?
According to the Merriam-Webster's Dictionary:
“Quality is a degree of excellence, a distinguishing attribute or an acquired skill”
Quality?
Linguistic Quality
• Difficult to define or measure
• Subjective
• Can change depending on who you ask
VeriSign Approach to Quality
• Key measurements:– Linguistic quality scorecards– Deliverable turnaround time– # of complaints
Even though we are not measuring it yet, vendor responsiveness is important to us and it can affect how we view the quality of the service being provided.
Quality Scorecards Output
• Overall vendor perfomance
• Project level
• Language level
• Quality comparison among vendors
Client Review
Web Page Development
We are not there yet…
Quality starts at the source!
Quality?
