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Outsourcing Translation Services
Mark Kieran
One Stop Shop Translations
I am often surprised to hear that Translation managers are not happy with the level of service they are receiving from their translation service companies. Frequent complaints about missed deadlines, poor linguistic quality and unresponsive project managers seem to be the norm. Then when I ask about their prices I wonder why they wish to stay with the same vendor when receiving such a bad level of service. To add insult to injury when the words Translation memories or translation savings are mentioned they seem unaware of the idea. Similarly with Managers complaining of prolonged schedules the same question springs to mind, "Why stick to the same vendor with such a poor level of service".
The main reason why these Translation Managers are reluctant to change is the risk involved which outweighs the unknown reward. To lower this risk and have visibility of the partial benefits of two or multiple translation service comapnies why not protect your Translation assets thus ensuring full independence when outsourcing translation services. While maybe being a little more labor intensive the multiple vendor model keeps current translation service comapnies more competitive and allows you to easily draw comparisons on the level of translation services you are receiving. How can you possibly tell how fast your vendor is, the competitiveness of their prices and the efficiency of their processes with a single vendor model?
Implementing the multiple translation service comapny model?
The first thing to do is to request your Translation memories. Most reputable translation vendors acknowledge the importance of clients requesting Translation Memory imports to protect their intellectual property while at the same are not worried about entering the competitive vendor model because of the confidence they have in the level of their translation services.
Remember you have every right to your Translation Memories as it is your intellectual property
1.Phase in alternative translation services company.
Ask an alternative translation service for a quote and your current translation service for a quote. If you have supplied Translation Memories you will have a direct comparison of the price per word rates and the savings from using the Translation Memory. If the Translation Memories are not supplied at least you will have a comparison of the rates. You will also have clear visibility on additional services you are being charged for e.g. Project Management.
2. Hire the alternative translation service on a test project.
This is a good way to measure quality and customer service.
3. Phase in more projects to an alternative translation Services Comapny
Provided you are happy of course phase in more work to your second translation services company.
Quality, Turnaround and Cost All vendors profess a quick turn around, high quality and unbeatable prices so at least now with the multiple vendor model you can draw your own comparisons. It may be helpful to keep a checklist or post-project feedback form to collate all criteria scores over a period of time. Apart from the quality, price and turnaround other effective criteria that may be selected are responsiveness, relationship, due diligence, reporting and technology.
Your alternative translation service can help you draw up these checklists free of charge and help you phase in a higher level of translation services.
With regard to quality you may not have the luxury of your country reviewers to judge this but there are other methods which a vendor can guide you through. Extensive quality criteria are always recommended.
With regard to cost, apart from having lower rates some vendors have no hidden costs with regard to the pre-project quote, that's right, no Project Management costs and no update costs within reason. Due to due diligence grey areas of the project can be negotiated at the Quote stage and avoid any nasty surprises for the client with the invoice.
At all stages the client has to right to the analysis files (Trados, Catalyst, FrameMaker etc.) and receive a clear explanation if still in the dark.
Mark Kieran 2008
I am responsible for all day-to-day operations and for the successful delivery of One Stop's portfolio of tools and services to customers, as well as full support to suppliers. I have spent over 10-years in the localization industry, the majority spent in Operations Management. Prior to setting up the One Stop Shop team, I was a Senior Project Manager.
www.onestopshoptranslations.com
0034 91 365 9608
Article submitted Thursday, October 30, 2008
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