By Bob Donaldson

Using technology to find the right person for the right job at the right time

Meet Nelda, Jesus, and Mauricio. Three continents, one language. They are independent translators who have never met and rarely communicate with each other, but who complete projects in real time seamlessly. They are part of a new vision: a new way of working together that streamlines the translation cycle without jeopardizing quality.

Case study: Vendor management with McElroy Translation Hub

Nelda, based in Argentina, Jesus, from Spain, and Mauricio of New Zealand share an into-English ‘bucket’ on the McElroy Translation Hub. An innovative approach to vendor management, The Hub uses new technologies to smooth out the process of taking original words through translation, editing and proofing and back to the client. It is quicker and more cost effective than the traditional path of translation. It is a new way to approach an old problem: getting original content translated and back to the owner quickly, inexpensively and with the highest level of quality.

We are rethinking the vendor management process. Technology used to be all about customer service – the major technological advances were all on the frontend. But now we are using new backend technologies to elevate vendor management, and by doing so, we are by default improving overall customer service.

Vendor management is certainly nothing new. In the language services business, having a strong pool of independent translators is critical for success. Treating them well has been a key factor. In fact, years ago McElroy created translator-friendly practices, such as regular payments (regardless of payment from the end-customer) and sophisticated task assignment processes, which empowered vendors and assured that they were part of the overall language services success.

But now technologies allow language service companies to take the next step with vendors and to bring them even closer to the overall process and streamline management. To do so, McElroy created The Hub using several best-of-breed technologies. The Hub addresses vendor management from many angles, including vendor qualification, task assignment, reporting, and enhanced vendor relationship maintenance. The result is that the customer gets the right person for the right job at the right time.

How it Works

Vendor Qualification
Vendor qualification ensures that the right person is assigned to the right job. In this step, The Hub invites vendors to fill out online profiles, indicating language and subject matter expertise. It also allows vendors to download tests and submit them for an initial qualification score. This score is used for the vendor’s early assignments, but it is updated by vendor management staff based on feedback from editors and clients.

In addition to the quality score, vendors are assigned an overall reliability score. This is a measure of the vendor’s track record in meeting accepted deadlines and allows us to choose the right vendor for quick turn-around projects.

The Hub enhances the vendors’ scores in quality and reliability by maintaining an ongoing history of interaction with each vendor, which is used by the project manager when making task assignments.

Task Assignment
In addition to qualifying vendors, The Hub tackles task assignment. One way it does that is by creating pre-qualified groups of translators based on scores and histories from the vendor qualification process. When a new task arrives, it can automatically be offered to the pre-qualified group. Because a group of vendors are able to respond at the same time for the job – as opposed to the previous method of going to one vendor at a time and waiting for a response – the job can be staffed much more quickly with a pre-qualified vendor.

Another way that The Hub assigns tasks is by creating ‘buckets’ of similar jobs and assigning a group of qualified translators to each ‘bucket.’ That is the case with the Into English bucket that we have created for Nelda, Jesus and Mauricio. That ‘quick-turn’ bucket is only for those three translators, and it is for a specific customer. When a job comes in from that customer, it is dumped into the appropriate bucket and the assigned translators know there will always be a steady stream of jobs available for them to accept. This streamlines the assignment process without sacrificing quality by having pre-qualified translators self-assign jobs.

One interesting way McElroy has begun to introduce its pool of vendors to the new task assignment method is through a philanthropy bucket. Qualified translators offer to translate a small piece of pro bono work, such as a letter from an orphan in India to an American sponsor, and the work is made available through the philanthropy bucket and put back in the bucket when complete. This process helps translators qualify themselves and serves a good cause at the same time.

Reporting
With vendors qualified and tasks assigned, The Hub now provides better reporting for the project manager. Project managers have access to a number of ‘dashboard’ style reports that ensure all jobs are monitored carefully and clients are aware of progress.

Vendor relationship maintenance
Maintaining long and loyal relationships with vendors doesn’t just help the vendor – it is a win-win for McElroy and McElroy’s clients. That is one reason why we have committed to prompt payment practices over the past forty years. The Hub allows McElroy to expand its loyalty program with vendors by offering a number of services to vendors, such as online invoice submission and payment status, access to “buckets” where there is always work available, and collaborative translation/editing environments, training opportunities, resource sharing and social networking.

The benefit
One of the big advantages to this vendor management system is the ability to translate, edit and proof very quickly with little intervention. Members of the team can work around the clock and not depend on a human in a specific time zone to shuffle files back and forth. Upon vendor completion, the project is automatically available for production work to begin. This benefits translators positioned around the world, as well as clients and the language service provider.

Similarly, the ability to find a pre-qualified translator quickly speeds the process and ensures the translator is right for the job. That can also cut overall costs. Another way costs can be cut through the Hub vendor management system is through set buckets in which specific translators are assigned. Because the work is guaranteed to come in through those buckets, a price can be set in advance to which the vendors agree. They are assured to get work, and the customer is provided translated content quickly and cost effectively from translators they already trust.

Vendor management has long been the keystone to successful language services, but it often was behind the scenes. Now it is front and center – and as such is making customer service even stronger. Investing in Nelda, Jesus, Mauricio and other loyal translators in the vendor management pool ultimately pays dividends with customers.