1. An introduction to our
Localization & Translation
Services
Global Linguist Services LLC
May 2011
2. Our Mission
provide and manage production and delivery of Language
Services to benchmark standards for our clients
worldwide
measured by customer satisfaction, through delivering
performance excellence (as measured through agreed
metrics) and by winning repeat and continuing contracts
with discerning clients
3. Language Services Operations Overview
Offices in:
• The Ukraine; Nottingham, UK; Wilmington, USA
• 20+ staff globally comprising In-house mother-tongue
Linguists, Project Managers, CAD specialists, DTP & IT
technicians
• Network of over 1000 GLS Quality Assured translators
and linguists
4. Organisation & Capabilities
Global Linguist Services
Language Services
Language Services Consultancy Services
Consultancy Services
Document, Software & Translation Process
Web translations Outsourcing
CAD localization Localization Consultancy
Terminology Management Internationalization
Glossary Development Consultancy
Project Management Globalization
IT Engineers Consultancy
5. Flexibility
Highly outsourced model
• The majority of translation done by mother-tongue
freelancers in-country
• Switchable resources between external & internal staff
• Maintains balance between permanent & contract staff
6. What do we mean by language services?
Of course, we translate:
• Source Languages English (US & UK)
• Source Languages Russian & Ukrainian
• Into over 40 commercial languages
7. What do we mean by language services?
We also
• Project Manage
• Page make-up (Desktop publishing)
• Localize CAD drawings
• Rebuild and test localized software / eLearning
(knowledge sharing applications)
• Provide glossary, terminology & translation memory
services
• Provide Consultancy
8. Sectors of Competencies
• Oil & Gas
• Legal
• Heavy Automotive
• Chemical
• Marketing
• Engineering
• Transport & Logistics
10. Quality at every step . . . Through our people
• Highly motivated team of domain-specific mother-tongue
linguists with over 10-years experience
• Dedicated team of CAD drawing translators
• Dedicated team of IT technicians
• Stringent translator assessment process
• Quality Assurance provided by in-country technical consultants
• Positive feedback on all aspects of our localization services;
leading to preferred linguist status with many of our clients
11. Quality at every step . . . Through effective
integrated processes
• Performance-based service level agreements
• Working agreements agreed for each project
• Strict confidentiality agreements signed by all staff
involved in the handling of sensitive technical & legal
documentation
• Benchmark translation & localization processes
• Source file evaluation process prior to translation
• Global Client / Project Management
12. Quality at every step . . . Through effective
integrated processes
• Terminology management process
• Translation Quality Sampling (TQS)
• Controlled supplier management process
• Quality Control processes – in process checks and
“reviewer” feedback
• Customer satisfaction survey process
• Complaints & Escalation process
13. The way we work – Performance-based Service
Level Agreements
• As part of the implementation phase with any new
customer, we will agree & implement customer specific
Service Level Agreements
• The Service Level Agreement will include agreed roles,
responsibilities, schedules, escalation procedures,
performance measures, volume of work, delivery criteria,
quality requirements, translation memory / terminology
procedures etc
• Strict confidentiality agreements are signed by all staff
involved in the handling of sensitive technical, legal &
financial documentation
14. The way we work – Translator Quality Control
Qualifications required for any in-house / freelance translators:
• Native language fluency in target language
• Mandatory 5 years professional translation experience
• Full understanding of and experience in translating from
required source language
• University degree in languages or a technical discipline (e.g.
engineering, science, technology)
• Subject matter expertise in target vertical market sectors
• Experience in working with terminology, translation memory
and other linguistic tools
15. The way we work – Translator Quality Control
We encourage creativity & understanding of context whilst translating,
to avoid misleading word for word translations by–
• Employing qualified, skilled translators with in-depth knowledge
about the subject matter in question
• Ensuring Translation Quality Control
• Deploying state of the art translation memory and terminology tools
• Providing documented style guidelines and reference material
• Subject Matter Training
• Centralised query resolution process
• Ensuring a translation feedback process
16. The way we work – Client & Project
Management
• Dedicated Client & Project Managers will be appointed and will focus on
process improvements, expanding and deepening partnership opportunities,
providing regular status reports and participating in account reviews
• The Client & Project Manager will both be responsible for efficient
production, managing the staff assigned to the various production tasks,
including technical processes, translation, desktop publishing, quality control
and delivery
• Client Managers have a minimum of 2 years contract management
experience from the translation / internationalization / globalization
industry or related industries such as printing, publishing or software
development
• Project Managers have a good combination of customer, project
management and commercial skills, providing leadership and direction for
project teams. Any translation service requests will be responded to within
24 hours of receipt
17. The way we work – Customer Reporting
We will hold regular performance / account reviews, the frequency & content
of such reviews would be agreed with you, reporting on these key areas:
• Spend per document type (annual)
• Spend (quarterly / annual)
• Cost per word, by document type
• Cost per page, by document type (if applicable, i.e. if published output is required)
• Turnaround times, by document type
• Delivery performance against targets by document type
• Customer Satisfaction - Key Contacts & End Users
• Complaints logged & resolved, quarterly
• Translation Memory re-use levels, by document type
• Number of words translated (annual) in relation to spend
• Volume split across document types (annual)
18. The way we work - Complaints & Escalation
process
Why do we need a complaints process
• to understand & improve the quality of the service that we provide you
• to understand the activity within each account
What is a complaint -
• An issue raised by you indicating a fault in the service provided
Any complaints received are logged by the Client / Project Manager
An owner for the complaint will be assigned and any complaints logged will be
formally acknowledged
All complaints will be resolved or have an action plan agreed with the
customer within 5 working days of having received the complaint
Any action plans or solutions agreed are documented and kept on file for
reporting to senior management on a monthly basis.
19. Our Business Partnership with you
Working together – we make it our duty to:
• Understand your long-term strategies and objectives
• Understand where we can best contribute and …
• Drive your key critical success factors
Building on our expertise and experience within the
Translation & Localization Industry
20. In Summary – A structured Language Service
Providing translation & localization services through an
outsourcing relationship
Supporting your language service requirements
One-stop-shop – we can provide one, many or all of the
components
Global Project Management
Your Long term strategic partner
Through understanding the business we can provide control and
enhancements to the process through a business partnership
21. Delivering Customer Benefits to the Oil Gas
Sector
COMPLEXITY
• 5 languages, 2 markets, 2 source languages
SUBJECT MATTER
• Site Surveys / Geological Studies / Technical Documentation / HR / Sales
& Marketing / CAD
2010 ACTIVITY
• 4 million source words, 5000 CAD drawings translated
ACHIEVEMENTS
• 99.7% delivery on time
• 97% customer satisfaction
• 60% reduction in cost (versus peak over contract life)
22. Delivering Customer Benefits to the Heavy
Automotive, Industrial Sectors
COMPLEXITY
• 15 languages, global market (excluding North America), 6 product
ranges
SUBJECT MATTER
• Owner Manuals, Owners literature, marketing, technical service
manuals, technical bulletins
2010 ACTIVITY
• 2.9 million words translated
ACHIEVEMENTS
• 61% re-use (slight drop due to introduction of 4 new languages)
• 75% reduction in cost per word (average over contract life)
• 94% delivery on time (agreed with client due to ‘above contract’
volumes)
23. In Closing . . .
Thank you for
your time.
We look forward to
receiving your
feedback.
Dennis Schedrivy, Director
(director@globallinguists.biz)
Martin Holmshaw, Business Development Director
(m.holmshaw@globallinguists.biz)
