NetApp and Acclaro
How NetApp Set Up a
Solid In-Country Review Infrastructure
Liesbeth Matthieu, Manager, Localization, NetApp
Emma Young, Director, Operations, Acclaro
In this Presentation
•
•
•
•
•
Initial Situation, Solution, and Implementation
Challenges and Benefits
Metrics
Best Practices
A Dream Come True
Initial Situation
NetApp
Localization
Requesters
No Coordination
$
$$$$$$$
• Uncoordinated time
to market
$
$$$$$$$
$$$$$$$
$$$$
• No translation
memory leverage
$
$$$$
$$$$$$$
$$
$$
• Varying quality of
content
$$
• No established
consistent process
• Dispersed vendor
management
Initial Situation
• Globalization Team observed main pain
points that prevent global simship
• Team determined in-country review
process was one of the primary causes
of bottlenecks and delays
• Local marketing and sales staff could
not keep up with the time-consuming
demands of linguistic review
Solution
+
+
• Invest in a focused and
dedicated team of
in-country reviewers
• Select team of first-class
language specialists
• Formalize process and rules
of engagement
• Ongoing investment in
evolving role of reviewers
Quality Organizational Chart
Linguistic Quality Program Sunnyvale
LPM German
Field Marketing Team
Germany
LPM Japanese
Field Marketing Team
Japan
LPM Simplified Chinese
6
Field Marketing Team
China
Bringing it to Life
1
2
3
Understanding what
we need
• Contract
• Capacity
• Rules of engagement
• SLAs
• Partnership
• Complete trust and
dialogue
Fast but scalable
roll-out
• Started with one person
then layered in additional
staff
• Initial rollout for 7 EMEA
languages
• Gradually build out to 15
languages covering
EMEA, APAC, and LATAM
Program kick off
• Reviewers meet in
person
• Supports shared goals
and priorities
• Increases productivity,
camaraderie
Localization Staffing Help
• Good people on boarded quickly profile development done in
collaboration, quality criteria,
screening process
• Structured layering, building out team
of linguistic reviewers
• Managing the ebb and flow of needs,
reviewer availability
• Regular performance reviews
continue to make a difference
• In-country feedback loop with field
marketing managers
Linguistic Quality Workflow
Original
Document
Translation
Editorial
Review
Implement
Comments
NetApp
DTP Review
DTP
Engineering
Implement
Comments
NetApp
Linguistic
Review
Implement
DTP
Comments
NetApp DTP
Sign-off
Publish
T9N vendor tasks
Reviewer tasks
Behind the Scenes
First Year
Deliverables
FY11 Q1
May
June
FY11 Q2
FY11 Q3
FY11 Q4
July
Aug
Sep
Oct
Nov
Dec
Jan
•
•
•
•
•
•
•
•
•
•
Feb
Mar
•
•
FY12 Q1
Apr
May
Define Program
Kick Off Program
On-board primary LPMs
Glossary
Style Guide
Educate vendors
Develop a scalable review
process
On-board secondary LPMs
Field Portal Certification
Present to local Marketing
team
On-board second T9N vendor
On-board NetAppU
•
•
•
•
•
•
•
•
•
On-board Global Support
On-board Product
•
•
•
June
July
Program Challenges
• Scheduling, planning, vacations!
• Constant program scalability – peaks and valleys
• Layering, building out of team, Project Managers asked to be
more strategic and build virtual teams
• New role for reviewers – how to train, how to be
representatives of global programs
• Educating translation vendors
• Recurring training and recruitment, maintenance
• Budgetary needs and how to control costs
Program Benefits
Improved translation quality and consistency
Reduced review turnaround time by 25%
Removal of review backlog within 4 months of
program start
In-country field staff received 30% of their time back
Quicker decision making; greatly improved and increased
communication between field marketing teams and
central NetApp office
A scalable program; reviewers are engaged as needed,
addresses peaks/valleys of launch periods
Metrics and ROI Tracking
• Goals
– Increase quality
– Reduce hours spend on review
• Initial metrics include
– Translation quality
– Throughput per hour, cost per language
Spanish Review Metrics
Jun – Aug
Error Analysis
Localization
600
Percentage of Jobs Passed
Consistency
Spelling
90%
400
Technical accuracy
80%
300
Terminology
70%
Translation accuracy
200
Grammar
100
Style
Percentage
Number of Errors
500
100%
Rating
Pass
60%
50%
40%
30%
0
June
12 Jobs were graded,
23,158 words
14.90 errors per 1K words
July
26 Jobs were graded,
125,975 words
4.02 errors per 1K words
20%
August
35 Jobs were grade,
59,957 words
4.90 errors per 1K words
10%
0%
June
Average Words per Hour - Review
July
August
Summary
2500
June
Words per hour
2000
July
1500
August
1000
500
0
June
July
August
• Ask vendor to review more closely for style and
terminology errors
• Pass rate is increasing
Acclaro Program Support
• QBRs – achievements, $ spent, lessons learned
• Performance review management
• Weekly calls
– Acclaro and NetApp
– Acclaro and LPMs
• Annual feedback from in-country teams
• Time tracking and metric reporting
Best Practices
• Identify whether in-country review is
bottleneck to timely releases
• Meet face-to-face at program kick-off
• Ramp up in steps
• Keep talking
• Acclaro serve as more than a staffing agency
• QBRs - monitoring financials and program
performance
• Performance reviews and in-country
feedback
Investment Justification
Demonstrate
in depth
understanding
of the problem
• Delays
everywhere
• No dedicated
resources
• No SLAs
• No consistent
quality
Know the main
pain points
Convey
experience and
credibility
• Cost to the
company financial and
human resources
• Present findings
• Delays - realizing
the inability to
be truly global
and simship
• Present a Future
History
• Get a sponsor
Timing
• Fit your program
in with the
company-wide
globalization
discussion
A Dream Come True
• Ongoing and ‘automated’
global simship
• Gives time back to the field –
return critical hours back to
engineers and marketing
staff
• Dramatically transforms the
entire localization function
• Consistent quality feedback
to translation vendors
Q&A
Thank You
Liesbeth Matthieu, Manager, Localization, NetApp
Emma Young, Director, Operations, Acclaro