QA Procedures

The standard procedures we follow for quality assurance are as follows:

  1. When a project is received, it is first inspected by administration staff for any obvious problems or errors. If everything is found to be in order, an internal job form, with all project specifications and any special instructions, is prepared. If there is a problem, the client is contacted immediately, so that the problem is resolved. The project folder is then passed on from the Project Manager to the Department Manager.
  2. The Department Manager assigns the project to the most experienced specialist in the particular field. If the project’s volume is high, the specialist will also act as Team Leader. The Team Leader calculates how many hours/days it will take to complete the project, with at least one round of proofreading. The work must finish well in advance, so that there is plenty of time for another round of proofreading by a second language specialist. Translators usually produce only about 10 pages per day. Their salary is not based on the volume of work they produce. Translators receive quality bonuses only.
  3. If the translator encounters a specific problem, we try to solve it in-house using our own resources. These include all usual lexicography and references, both in printed and electronic form. We also use many European Union publications and other on-line resources. If, despite our efforts, we find no satisfactory answer to a problem, a query is sent to the client.
  4. When the translator has finished the translation, including at least a full round of his/her own proofreading, a second in-house language specialist, who is also experienced in the particular subject area, proofreads the translation.
  5. The proofreader and the translator meet to discuss possible changes. If there is a particularly difficult or sensitive query, a third specialist –usually the Department Manager– is called in.
  6. The translator implements the proofreader's changes.
  7. The translator and proofreader sign the job form and return the project to the Project Manager.
  8. The project is inspected by the Project Manager to ensure all specifications and special instructions have been duly followed.
  9. Administration staff then forward the project to the client by email, ftp, post or any combination of the above, as required by the client.
  10. If we receive a client complaint, which has to do with the delivery schedule of a project or its quality, we hold a meeting attended by: the Project Manager, the translator(s) involved, the relevant Department Manager and the Production Manager, so that an accurate account of the situation can be provided and recorded.
  11. An official reply is sent to the client giving the reasons for the delay or quality issue. In some cases the complaint is not founded, e.g. the term questioned by the client came from the client’s own reference glossary. If the complaint is founded, our reply includes a no-charge statement for part or the entire project, depending on each individual case.
  12. The new amended files, if applicable, are sent to the client at the earliest possible time.
  13. If the client complaint is founded, all details for the delay/quality issue are recorded in the company’s Project Management System. The relevant complaints are recorded, depending on the severity of the case, within the Company's Quality System forms. The resulting statistics are reviewed by the management team every six months and preventive and corrective actions are taken, if applicable.