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Buyer-Defined Translation Quality
 
Keywords
translation quality, business globalization, translation services, translation research, localization procurement, globalization content management, translation quality standards, localization quality, buyer-defined translation quality

Abstract
This report describes the views of buyers of translation services on the topic of quality. It covers:

  • Buyer definitions. We reveal the major themes buyers use in their definitions of translation quality.
  • Purchaser pains. We highlight the six most common sources of frustration for global brands that outsource translation services
  • Critical quality indicators. The report discusses the elements that buyers consider most important regarding translation service quality.
  • Quality processes. We outline the most frequently used buyer-developed translation quality processes
  • Measurement options. The publication reviews several best practices for quantitative measurement of translation quality
  • Overall quality improvement. We provide suggestions for global businesses seeking to improve the quality of language services.

Benefits
In General:  This report reveals the findings of interviews with 28 companies that pay to translate hundreds of millions of words into multiple languages each year. It showcases the survey results of 55 major buyers of translation services – 70 percent of these work in companies that employ 500 individuals or more, and 60 percent spend in excess of US$1 million on translation services annually. The report answers the question, “What does translation quality mean?” from the perspective of large-scale buyers of translation services.
For Buyers:  Identify how other buyers typically define translation quality. Understand the most common sources of frustration for global brands regarding translation quality. Gain insight into the elements that fellow purchasers deem most important. Review the most common quality processes used by buyers to optimize translation performance. Read about best practices related to quantitative measurement. Learn which action steps to take next to catapult translation quality to new heights.
For Suppliers:  Learn how buyers view quality, and how purchaser perspectives differ from the ideas that language service providers have about what is most important. Gain a fuller understanding of the most common sources of quality-related pain for buyers. Obtain insight into the six most common elements buyers use to define quality. Understand how issues of quality are treated at various phases within the localization maturity model (LMM) in order to use this knowledge for refining your marketing and sales strategies.

Physical Details
Authors: Nataly Kelly, Renato S. Beninatto, Donald A. DePalma
Date: 20 August 2008
ISBN: 978-1-933555-56-0
Pages: 28

Table of Contents
  • Topic
    • Translation Quality: the Customer’s Viewpoint
    • How We Uncovered What Buyers Think
    • Summary of Past Research Findings about Quality
    • Report Structure
  • Vox Populi
    • Definitions of Quality Remain Subjective – with Common Refrains
    • Buyers Report Numerous Frustrations with Translation Quality
    • Technical Accuracy and Vendor Humility Matter Most to Buyers
    • Customers Say Vendor Specialization and Culture Are Secondary
    • Quality Standards Rank Low in Terms of Importance for Buyers
    • Salient Themes from Our Discussions with Translation Purchasers
      • Corporate Culture Helps Determine How Buyers View Quality
      • Individual Linguists Can Make or Break Quality
      • Speed Often Matters More than Linguistic Perfection
      • Long-Term Vendor Relationships Lead to Greater Quality
      • Companies Purchasing Language Services Clamor for Client Education
    • Conclusions from Our Discussions with Translation Buyers
  • Analysis
    • Processes Devoted to Translation Quality Fall into Three Categories
    • Internal Review Matters for Some Things More than Others
    • Best Practices for Quantitative Measurement
    • Localization Maturity and Why It Matters
  • Implications
    • Catapult Translation Quality to the Next Level – by Taking a Step Back
    • Action Items for Translation Quality Improvement
    • Quality Only Matters When It Is Clearly Defined
  • Figures
    • Figure 1: What Buyers Think about Quality Compared to What Vendors Believe
    • Figure 2: The Constellation of Translation Quality Specifications and Standards
    • Figure 3: Business and Practice Issues Weigh Down the Quality Seesaw
    • Figure 4: Translation Quality Processes
    • Figure 5: Localization Maturity Model
  • Tables
    • Table 1: What Buyers Say Translation Quality Means
    • Table 2: What Frustrates Buyers Most about Translation Quality
    • Table 3: Determinants of Quality at Various Phases of Localization Maturity
    • Table 4: Buyer Action Steps for Translation Quality Improvement