Dell Self-Certification QA Program
Driving Reduced Cost & TAT while Maintaining High Quality
Agenda
•
•
•
•
Current Status of Dell Localization Program
Introducing Language Quality Services
Introducing Self-Certification
Tackling the Big 3
– Lower Cost
– Higher Velocity
– Optimal Quality
• Next Steps
• Q&A
Current Status of
Localization Program
at Dell.com
Dell Translation Evolution
On path to reduce costs by 50% per word while improving quality & scaling volume 2X
Quality
Cost per
Word
Volume
60
55
50
45
40
35
FY09
FY10
FY11
FY12
99.5%
99.7%
99.7%
99.7%
On Time
Delivery
80%
93%
93%
96%
Duration
(Days)
6.5
6.4
4.4
3.3
30
25
20
Volume (Millions)
Cost per Word (Cents/Word)
•
KPIs
Introducing…
Language Quality
Services (LQS)
What is Language Quality Services?
• Language Quality Services (LQS) is an independent business unit within Lionbridge
that provides consultative language services for clients
• Most Common Activities:
– Linguistic Audits of software, help, documentation, Web content, packaging, audio,
video, etc.
– Subject Matter Expertise reviews for Life Sciences, Pharmaceutical, and Technical
domains
– Establishing baseline translation performance metrics
– Style Guides, Glossaries, Internal QA Process and Metrics
– Geo-political, cultural, content & market specific audits
Introducing…
Self-Certification
Goal:
Develop a Program to improve
quality at source across a multivendor solution while aggressively
driving down costs and
increasing velocity
Dell Self-Certification Maturity Model
Full Review of
All Languages
3-Tier Review Model
Self-Certification
“Run”
“Walk”
“Crawl”
Business
Objective:
• Establish
Premium
Quality
• Reduce Cost
• Maintain
Quality
• Reduce Cost
• Higher Velocity
• Optimal Quality
Key Steps:
• Full Review of
all Languages
prior to deliver
• Proof and Review
responsibility begins
to shift back to L10n
Vendors
• Testing and Training
of Dell Qualified
Linguists
• Weekly Audits
• Quality Calls
• Management of
Language Assets
Self-Certification:
Benefits
Lower Volumes
Top 10 Languages per Quarter
1,000,000
900,000
800,000
700,000
600,000
500,000
400,000
300,000
200,000
100,000
0
Q1
Q2
Q3
Q4
Reduced Cost
Dell Spend in US$ per Quarter on 3rd Party Review
$700,000
$600,000
$500,000
$400,000
$300,000
$200,000
$100,000
$0
1
2
• Represents $1M in annualized savings
3
4
Higher Velocity
Quality
FY09
99.5%
FY10
99.7%
FY11
99.7%
FY12
99.7%
SLA
80%
93%
93%
96%
Duration (Days)
6.5
6.4
4.4
3.3
• Introducing 3 day SLA in Q3FY13
Optimizing Quality
Average Rate per Review Tier
1
0.998
0.996
0.994
0.992
0.99
0.988
0.986
0.984
0.982
0.98
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 50 51 52 53
50% Review
Minimal Variation in the Self-Cert Rate
Full Review
Self-cert
99.65% to 99.88%
• Goal is to drive outlier languages to consistent high level of
quality
99.79% Average
LQS Adapted Role
• Execution of nonstandard tasks
– MT evaluation
– TM clean-up
• Focus on
Low Volume/
Low Quality
Languages
– Adapt
audits to focus
on translator
improvement
– Escalation
analysis
• Support SelfCertification
– Periodic increase
of audit size
– Encourage
feedback
– Glossary
maintenance
– Terminology
management