Customers want—and expect—quality. This certainly states the obvious! But probe a little deeper, and you will find that what this really means varies greatly from client to client, and even from project to project with the same client. So why do language service providers define quality the same way for every client?
As the translation and language service industry has matured, quality management and workflow processes have been developed to ensure client quality. Chief editor roles have been created and editing departments have grown large. LSPs habitually measure quality in the same way for each client. I tend to disagree with this approach. In my view quality should be defined by the customer, not by the LSP.
The conventional view
Typically language service providers put together a quality management program that includes a standard process and three professionals for each translation. First a top-notch translator is employed for a first draft. Then an editor is used to correct mistakes. Next a reviewer approves the style and technical content. The translator or editor implements the changes and the content is then finalized with page layout and desktop publishing. Quality control is then ...
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