In keeping with our promise to be fully transparent about the quality of our translation projects, we’d like to share with you the results of our Quality Performance report for the first quarter of 2016.
Q1 Quality update
The below chart compares the total number of confirmed quality issues raised with the total number of project items managed. As you notice, the average percentage of quality issues for the first three months of 2016 is very low: 0.43%.
In the past year we have consistently managed to stay below 0.5%. However, to challenge ourselves, we have just set a new, more ambitious company target: to ensure that no more than 0.3% of all project items we manage have confirmed QIs raised against them. And we plan to keep you updated on our progress and results.
Most customer complaints in Q1 have been related to translators delivering poor quality translations. These were marked as: Supplier Non-compliance, Mistranslation or Missing Translation.
We are committed to improving the quality of our translations and preventing similar issues in the future.
To this end, we’ve started work on an improved system for measuring quality, based on the TAUS DQF-MQM error-typology. The TAUS quality model will be implemented in our suppliers’ recruitment processes, as well as in our ongoing supplier evaluation.
The DQF-MQM error-typology will help us evaluate the translations in line with the quality and scope of each translation service level, and get an accurate assessment of our translators’ expertise.
Monitoring implementation of corrective actions
Our Quality and Experience team focuses on improving and monitoring quality by proactively addressing customer causes for concern through client-tailored corrective actions. This involves opening and managing Quality Investigations until a satisfactory outcome is achieved on both sides.
We have improved our corrective action monitoring system and we’ll follow-up on each suggested corrective action to ensure it has been implemented.
We’re happy to get any feedback from our clients, be it positive or negative.
Here are some messages we’ve received in the first quarter of 2016:
”My end client informed me that the quality of this translation was excellent. Please use this translator again (preferably as much as possible).”
“Thank you Mihaela! You are a star!”
”These Japanese translations do not meet the usual standard. The translations number #208, #1106 and #1108 were nearly perfect; could the translators who made these be in charge of all the next translations?”
”Many thanks for yet another super speedy turnaround! I am grateful for your responsiveness – it is very impressive and exceptionally helpful for an often last-minute business like us!”
”You are amazing! Thank you for the speedy turnaround!”
*Photo credits: enciktepstudio / Shutterstock.com