As part of our ongoing mission to be open and honest about the quality of translations we deliver for our customers, I’m happy to share our latest statistics, based on the thousands of translation and localisation projects we managed in Q3 of 2015. And let’s just say that we’re very proud of ourselves…
Quality Q3 Update
The number of Quality Issues (QIs) that we recorded in Q3, based on customer feedback on our work, decreased by 16% compared to the previous quarter (Q2), and is now at our lowest quarterly level ever!
Our company target is to ensure that no more than 0.35% of all projects we manage contain justified QIs, and this quarter we smashed it. Just 0.25% of our projects this quarter had confirmed QIs, so we’re very pleased that the hard work we have been doing over the last few months is helping to reduce the number of errors or issues associated with the final deliverable.
How did we do it?
Our Quality and Experience team investigates each concern flagged up by our customers to get more information on the specific details. We identify the types of issues related to each area of concern with a view to offering customised solutions for each concern flagged up.
In my last blog post I shared how we had been focussing on external factors, specifically related to translators delivering poor quality translations, and the actions we put in place to minimise these issues reoccurring. We won’t pretend that we’ve completely eradicated errors in this area, but the results so far are certainly very positive.
Aiming for better
In order to bring our level of QIs down even further, we’re turning our attention to more internal factors with our own systems and processes. Some of the most frequent causes of issues this quarter were human errors caused by the Project Management (PM) department, internal communication and internal workflows.
This Quarter our team is working together with the PM team managers to look at further ways to improve our performance. We’re proposing new processes/workflows and better matching of PMs to specific accounts based on their strengths in order to be a better fit for that account. We’re also developing specific trainings to address the issues.
We’re confident that this will all help to minimise the QIs caused by internal factors going forward, but watch this space for my next update in the new year.
We’re happy to receive all feedback from clients – both positive and negative. Here are some examples of what we’ve received this quarter:
“Thank you all for the quick turn around and hard work put in, it’s much appreciated. I have received the files and they look great, as always you guys are the best!”
“Thank you for the translation. It is perfect!”
“Thank you so much! You’re the hero of this Monday!
Have a wonderful day and thanks again.”
“Thank you very much for delivering so early. I just read through some of the translations and they seem perfect.”
“Thank you for your time – thank you! I appreciate your thoroughness.”
“I have proofed the Hasson Cone Addenda for French, German, Norwegian, and Swedish and they are all good to go. Thank you so much for a great job!”
*Photo credits: Thorsten Schmitt / Shutterstock.com