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Advanced Metric and KPI Use for LSPs
by Hélène Pielmeier, Arle Lommel, April 18, 2018, 13 Pages View abstract 
Language service providers know they need to quantify the performance of their operations, but they usually either give too much importance to the wrong elements or they under-utilize the data at their disposal. This report compiles best practices . . .
Seven Less Common Production Metrics to Track
by Hélène Pielmeier, April 18, 2018, 4 Pages View abstract 
CSA Research collected 940 metrics from 250 heads of project management groups at language service providers to understand how they commonly monitor their team’s performance. Results included traditional measures, such as project markup, on-time . . .
Align Your Localization and Enterprise KPIs
by Arle Lommel, Rebecca Ray, Hélène Pielmeier, March 28, 2018, 11 Pages View abstract 
Finding the right key performance indicators (KPIs) to measure the success of your localization efforts challenges even the most sophisticated global companies. Many organizations get no further than internal metrics focused on their language processes . . .
Digital Opportunity: Top 100 Online Languages for 2017
by Benjamin B. Sargent, Arle Lommel, August 15, 2017, 10 Pages View abstract 
Evaluation of return on content begins with understanding the language composition of the online world. CSA Research’s annual online benchmarks capture the total economic opportunity that global brands address when they add a new language. The benchmarks . . .
Top 100 Ranking of Global Brand Websites
by Benjamin B. Sargent, November 30, 2016, 7 Pages View abstract 
This brief ranks the 100 most global brands for 2016, based on CSA Research’s annual study of global websites. This year we assessed 2,657 sites. Based on that analysis, we identified 58 best practices for global customer experience (CX). Then we . . .
Balanced Scorecards for Vendor Evaluation
by Rebecca Ray, Donald A. DePalma, December 30, 2015, 6 Pages View abstract 
How should buyers of translation services evaluate their suppliers? The reply is usually along the lines of, "Measure what matters." But how do you choose from among the many criteria related to quality, turnaround, and cost efficiency? This brief out . . .
Six Questions to Ask When Rethinking Linguistic QA
by Rebecca Ray, January 01, 2015, 3 Pages View abstract 
Linguistic quality assurance (QA) continues to be an evergreen topic for buyers of translation and localization services. It remains a frequent source of schedule delays and eats up large portions of language outsourcing budgets. If you are currently . . .
Translation Supply Chain Management
How Enterprise Buyers Manage Their Translation Vendors
by Fred Hollowood, Donald A. DePalma, September 13, 2014, 55 Pages View abstract 
Outsourced translation is the norm for most organizations, but many struggle with how to manage their external suppliers – especially as they increase the volumes they translate, the number of languages they offer, and the frequency at which they . . .
Assessing the World’s Most Prominent Websites
The Global Website Assessment Index for 2013
by Benjamin B. Sargent, Vijayalaxmi Hegde, December 30, 2013, 90 Pages View abstract 
Each year, Common Sense Advisory examines many hundreds of websites to document the common localization practices among the top brands and most visible websites. This year’s report looks at language popularity on 2,787 prominent websites, and . . .
The Top 30 Online Languages
by Benjamin B. Sargent, November 05, 2013, 7 Pages View abstract 
Whether your international care agency communicates with a global donor base or your manufacturing company markets its wares to consumers in faraway lands, you will need to support a widening variety of languages in just the next couple of years. This . . .
Human-Enhanced Machine Translation
How Human Editors Improve MT Output
by Donald A. DePalma, May 03, 2013, 41 Pages View abstract 
Editing machine translation output to improve its understandability or usability still inspires strong feelings among practitioners. Nonetheless, our research has long shown that having humans post-edit MT output has real benefits in terms of lowering . . .
The Link between Price and Translation Quality
One Relationship in a Much Larger Web of Quality
by Rebecca Ray, Donald A. DePalma, Hélène Pielmeier, February 19, 2013, 30 Pages View abstract 
Buyer and supplier managers base important business decisions on the assumption that paying more or less for translation affects linguistic quality – regardless of whether they are responsible for translation or localization, vendor relations, procurement, . . .
Profitability in the Language Services Market
Gross Profit Margin Data for Translation and Interpreting Providers
by Nataly Kelly, Hélène Pielmeier, February 08, 2013, 29 Pages View abstract 
When individuals establish a language service provider (LSP), they often do so out of a passion for translation or interpreting. However, few companies know how to tightly control the elements that allow them to be profitable. While some acquire this . . .
Maturing Buyers Change the Economics of Translation
by Donald A. DePalma, October 04, 2012, 6 Pages View abstract 
Multiple forces have conspired to deflate translation prices (see “Trends in Translation Pricing,” Sep12). Several of those drivers – optimized purchasing, automation, and variable quality − reflect evolving business practices . . .
How to Use Metrics to Better Serve Your Customers
by Rebecca Ray, March 02, 2012, 5 Pages View abstract 
Why should you, as a language service provider (LSP), care about your customers’ translation performance metrics? You can use this data to create new solutions to help them save money and improve efficiency, improving client retention. At the same . . .
Translation Metrics for Healthcare Companies
by Rebecca Ray, January 17, 2012, 8 Pages View abstract 
Translation performance metrics are extremely important for regulated industries such as health care. Over the last few years, this sector has come under increasing scrutiny from regulatory and certification bodies all around the world. This means that . . .
Translation Metrics for Manufacturing Companies
by Rebecca Ray, January 17, 2012, 9 Pages View abstract 
International sales are the lifeblood of most manufacturing firms these days, regardless of size or geographic location. You and your executives require business cases that support intelligent decision-making for local market investment. This brief provides . . .
Translation Metrics for Software Companies
by Rebecca Ray, January 17, 2012, 9 Pages View abstract 
As software firms progress along the localization maturity timeline, translation performance metrics play a more central role in the eyes of upper management (see "Accelerating Localization Maturity," Jan11). Their absence makes it almost impossible to . . .
Quality, Speed, Cost: What Buyers Want to Measure
by Rebecca Ray, January 03, 2012, 4 Pages View abstract 
Implementing translation performance metrics is one sign of increasing maturity for language service teams (see "Accelerating Localization Maturity," Jan11, and "Localization Maturity Evolves," Jan11). In August and September 2011, we asked 226 buyers . . .
Understanding Your Customer's Translation Performance
Metrics for LSPs
by Rebecca Ray, Nataly Kelly, Robert G. Stewart, December 21, 2011, 37 Pages View abstract 
Why should you, as a language service provider, care about your customers’ metrics? Because the data based on time, cost, and volume will help you better support your customers by identifying potential weak spots in their processes, organization, . . .
Translation Performance Metrics
How to Measure Your Language Services Work
by Rebecca Ray, Nataly Kelly, Robert G. Stewart, December 20, 2011, 36 Pages View abstract 
"What gets measured gets done." While it may seem simple, this statement is at the heart of performance metrics. Unless you measure your results, you cannot possibly tell if your organization is failing or succeeding. However, simply measuring things . . .
Measuring the Productivity of Project Managers
by Benjamin B. Sargent, Vijayalaxmi Hegde, December 16, 2011, 5 Pages View abstract 
Language service providers (LSPs) often ask how they can measure and improve the productivity of their project managers (PMs). Owners and executives reckon that measuring the efficiency of PMs can tell you a lot about the health of the firm and that improving . . .
Localization Maturity Evolves
A Guide for LMM Revision 2.0 for Language Service Providers
by Donald A. DePalma, Robert G. Stewart, January 13, 2011, 53 Pages View abstract 
Your clients' needs do not remain static as they progress through the phases of localization maturity. How can you identify where your customers are at in terms of their level of sophistication when procuring and managing the translation and localization . . .
Gaining Global Web Presence
Common Practices from 1000 Top Websites
by Benjamin B. Sargent, November 30, 2010, 30 Pages View abstract 
Many companies do business internationally, but very few display the best practices for global website design. In this report, we present the findings of our study of more than 1000 global websites and based on over 40,000 datapoints. We cover how many . . .
Daring to Dream of Translation Vendor Collaboration
by Nataly Kelly, October 29, 2010, 3 Pages View abstract 
Our research has identified that most buyers of translation and localization work with between three and five language service providers (LSPs) on an ongoing basis (see “How Buyers Manage Translation Suppliers,” Aug10). Are buyers that expect . . .
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