1. UPSTREAM

In order to ensure that the translator has all of the information necessary to provide a quality translation, the “Customer” order form includes a request for technical information: terminology to be used, existing documents, page layout instructions and so on. This information is then sent out in the email ordering the translation.

We produce regularly updated glossaries which are sent to the translators, along with any other documents which may help them with their work (documents sent by the customer, previous translations and so on).

Deadlines are calculated so as to leave enough time for translators to proof read their own work. These deadlines are validated with the translator before confirmation to the customer.

2. DOWNSTREAM

We ask our translators to produce “deliverable quality” which means that they check on the quality of their own translation (proof-reading by themselves and in some cases by a colleague as well) before handing it over to us.
The translation then undergoes further proof-reading :

Systematically :	- for new translators
	- for documents to be published
On a regular basis :	- in line with our translator quality control procedure

These checks are carried out :

• preferably in-house, otherwise by experienced translators.
• if the deadline requested by the customer permits them.

The quality control procedure is organised on the basis of the proof-reading sheet attached in appendix 1.
The contents of this sheet are entered into the translation file and a database, enabling us to monitor the quality level of the translations submitted by each translator.

Systematic review

Reviews are carried out systematically in the following cases :

- For translations done by new translators who are not yet entirely familiar with the needs and specific features of the customer. The review period varies greatly depending on the fields dealt with, the languages concerned and the specific features of the customer.

- For all documents which are to go to print (brochures, books, leaflets), unless the customer’s deadline does not allow enough time. In this case, the customer will be informed that their translation will not be proof-read.

Quality control

After the trial or adaptation period, the translators’ work is proof-read on a regular basis so as to check that the quality of their work does not falter. Any proof-reading feedback is entered into a database which allows us to keep tabs on the quality of the work done by each translator. If, at any given time, there is a downturn in quality, this will be discussed with the translator in question and any future translations which the translator does will be proof-read until the quality returns to standard.

CUSTOMER SATISFACTION

Monitoring customer satisfaction

Despite Into-Nations’ efforts to achieve the target of 100% customer satisfaction, we may, like any company, have instances where customers complain to the translation department.

Pinpointing disputed items

The file manager works with the customer to identify the points causing dissatisfaction. Among these points, the most common are :

• Unsuitable terminology.
• The terminology requested or validated by the customer has not been used.
• The translation is too literal, too close to the original text.
• Failure to convey the spirit of the source text in the translation.

The file manager then asks the customer to set out the grounds for the complaint in writing, including any proposals to correct the problem

Dispute management

This document is sent to the translator and proof-reader, where applicable, for their information and also to allow them to formulate an opinion. It is also sent to a third party for another opinion.
After studying the feedback from the different parties, the file manager calls the customer back.

a. If the dispute is justified :

• An apology is given and the possibility of a new translation with proof-reading will be discussed, subject to a further deadline agreed on with the customer.
• The negative comments concerning the translator or proof-reader are fed into the database.
• The amended document is sent back to the customer after being proof-read twice.
• A memo is sent out to the different members of the company in charge of translation files.
• A report is submitted to the translation manager of the company, who will then take any appropriate decisions.

b. If the dispute is not justified

• The feedback given by the translators is explained to the customer.
• A request for an explanation of the corrections is made: Who made them? What is the mother tongue of the person who made the corrections?
• A solution is sought.
• A memo is sent out to the different members of the company in charge of translation files and to the company’s translation manager.