Sandra De Luca

Acclaro Quality Programme

Rome, May 9th, 2016

WHO WE ARE

Services

> Specialised solutions • Software

• Websites

• Documents

• Marketing communications

• Multimedia

> Core skill sets • Translation and proofing

• Engineering and testing

• Publishing

• Multimedia production

• Project management

Clients

QUALITY

MANAGEMENT

Acclaro Quality Programme

> Own internal parameters of good quality

> “Good” quality can mean different things to

different clients

> Many available solutions in the market to check

quality

> Usually, they don’t quantify

> Localization process should include (but

doesn’t) • checking quality

• measuring quality

What Acclaro needed > An integral, budget-wise, user-friendly

solution within our CAT Tool environment

> Monitor quality more closely

> Identify what issues we had with a usable,

practical tool

> Quantify issues per

project delivery language

component translator editor

What the solution is

> Intended to be used to train junior translators

• Editor enters corrections and comments and sends to translator to

implement changes.

• Translator to resubmit delivery to editor with changes implemented.

• Editor to check changes have been implemented correctly and

resubmit delivery for project completion.

> Customised memoQ LQA feature

> We built on it

Client Case 1: Highly technical

> Leading developer of mathematical computing

software for engineers and scientists.

> Presence in 15 countries.

> Developed two environments: 1. a programming environment for algorithm development, data

analysis, visualization, and numeric computation, and

2. a graphical environment for simulation and Model-Based Design of

multidomain dynamic and embedded systems.

Acclaro & Client 1

> Marketing: French, Italian, German, Spanish

(Spain), Chinese (Simplified), Japanese, Korean,

Dutch, Finnish, Swedish, and Norwegian

> Product into Japanese, Chinese (Simplified), and

Korean

> Volume/demand for high quality – local linguists

working directly with client to manage quality • Linguistic complexity: highly technical-scientific subject matter

• Account challenge: highly specific set of instructions

• Tool used: memoQ

• Additional tech challenge: bug in spell-checker for JA

• => done separately

Client Case 2: Online Media

> Leading provider of streaming movies and TV

series

> Strong growing global footprint

> 81 million subscribers worldwide • all countries except China, Syria, North Korea, and Crimea

> 2.5 millions of words per quarter

> 15 languages

> Diversity of components

Components

> Marketing

> Press releases

> Devices

> Metadata

> Messaging

> Member

> Partner Marketing

> Legal

> Customer Support

> WWW

LQA MODEL

Managing quality > Of translation

• Editor categorises errors while editing and enters (optional)

comments on issues found

• Upon finishing the editing job:

• creates a Statistics file,

• creates an Excel file that details all errors (source, target, revised

target, new version, comments),

• updates the document with the new version,

• uploads it in our Job Management System,

• sends the Error file to translator => specific feedback.

Managing quality > Of finished translation

• Simpler model than Editing model => major/critical errors only

• Reviewer categorises errors while reviewing and enters (optional)

comments on issues found

• Upon finishing the review:

• creates a Statistics file,

• creates an Excel file that details all errors (source, target,

revised target, new version, comments),

• uploads it in our Job Management System.

Demo

Statistics file

Error list

Reports

Customising the LQA model

Customising the LQA model

Customising the LQA model

Customising the LQA model

Customising the LQA model

Data – why & how

> Clear purpose for data gathering. Otherwise,

useless

> Reports => script => Language Leads and the

Quality Manager

> Transform data into evaluation

Data at a glance

Data – readable for everyone

0.00

0.05

0.10

Terminology

Spelling &grammar

Meaning

Minor

% o

f e

rro

rs / 1

k w

ord

s

PROS & CONS

Advantages & Accomplishments

> Advantages • Same-environment – #1 priority

• Two processes in one step

• A non-linguist can check on quality

• Can look at quality without the need to meet with the translator

and/or editor as information is at hand

• Helps us find the root cause of issues

> Accomplishments • Quantitative and qualitative measurements now possible

• Able act on issues before they get to client

• Quality numbers allows conversations at different levels

Disadvantages & Challenges

> Disadvantages • Not scalable

• Usually buggy – not so popular

• No dedicated technical support

• Missing functionalities: transforming reports into useful data/statistics

> Challenges • Can’t work with more than one LQA feature per project

• Technical issues arise at time of delivery

• Developing an evaluation set of criteria complex and simple

• Different components have different needs and thresholds

“There is no substitute for knowledge”

Dr. W. Edwards Deming

The gap

> Tool to measure quality that: • Can be used as an add-on/plugin so that it can work inside the CAT

Tool environment

• Open source

• Quality Checks as integral part of localization process

• Is scalable

• Is able to create useful data out of reports

• Easily integrated into the localization workflow system

Goals for the future

> Integration: workflow, CAT Tool, quality reports

and useful statistics

> Have a number (threshold) that applies to our

ability, not necessarily to a specific account,

but universal and still be flexible

QUESTIONS

Contact Information

> Sandra De Luca • Spanish Language Manager

• +1 (914) 372 1322

• sdluca@acclaro.com

> Alessia Petrucci • Director of Translation

• + 1 (914) 468 0211

• apetrucci@acclaro.com