“We are dedicated to continually improving the effectiveness of our Quality Management System in order to achieve the LanguageWorks vision of providing document translation and production/distribution services while meeting regulatory requirements and maximizing customer value through a combination of quality, price, turnaround time and customer care.”– From LanguageWorks’ Quality Policy
- What it Means to Ensure Quality
LanguageWorks boasts the most competent project managers in the industry, and in seeking to bring on the best and brightest — and further their professional development — we have developed methods to continually improve our hiring and training processes.
Starting with recruitment, we have created proprietary testing designed to assess applicants’ language aptitude as well as computer and communication skills, setting the bar high from day one. Throughout their time here, all team members are subject to a customized, in-house training program, developed and run by senior staff and designed to facilitate knowledge-sharing related to best practices, industry trends and advances in tools and technology. Rigorous recruiting practices, combined with ongoing training and development, result in the highest level of quality and client care.
Select Employee-Training Modules
ISO 9001 and ISO 13485 Orientation & Procedures
Mission, Vision & Value Proposition
Telephone Etiquette / Customer Service
File Repository: Naming Conventions, Folder Structure, Archiving
Client Relationship Lifecycle Overview
Creation and Maintenance of Glossaries & Style Guides
Brand Identity & Service Offerings
Translation Memory / CAT Tools Overview
Localization, Engineering & DTP Basics
Cultural Adaptation & Cultural Consulting
Client Confidentiality & Ethics
Voiceover & Subtitling
Client Zone & Secure FTP Access
Chinese Dialects, Character Sets & Regional Usage
Spanish Regional Differences & Usage of Formal vs. Informal Voice
To continuously improve our operations and level of service, LanguageWorks monitors key performance indicators for on-time delivery, defect-free processes, and client satisfaction. To ensure optimal use of lessons learned, we have developed an investigation process for every reported defect or major process breakdown. Under the direction of the Vice President of Quality Assurance, all defects are reviewed to establish root cause and determine subsequent corrective actions that can be implemented to prevent an issue’s recurrence, fostering an environment of accountability in which learning and improvement are paramount.
LanguageWorks sees every reported defect as an opportunity for improvement and a chance to delve further into the key components of our workflow to help better support our clients’ needs and produce the best possible work. Since attaining ISO 9001 certification in 2005, LW has maintained an average on-time delivery rate of over 99% and a client-reported satisfaction rate of over 98%.
Every certified translation is prepared using a time-tested and steadfastly-implemented process, performed by a minimum of three professional linguists per project, per language:
Translation: After consultation with our Project Manager regarding detailed instructions, schedule and tools to be used (such as Translation Memory databases and/or review of legacy information describing client-specific products and services,) a professional linguist with relevant account experience and subject-matter expertise will be selected from our worldwide network to complete the translation.
Editing: A second subject-matter expert then compares the source text against the translation on a line-by-line basis to ensure that the intended meaning of the source copy has been correctly conveyed, and that the style and tone are appropriate, while also checking that client glossaries, Translation Memory databases and other reference materials have been correctly applied.
Proofreading: As a final check for accuracy and completeness, a linguist fluent in both languages implements our Proofreading Checklist, which entails ensuring that all text has been translated, that all formatting and punctuation is correct, that spelling, grammar, names and numbers are accurate, and that there are no other objective or cosmetic errors or omissions.
In order to continuously produce the highest quality of work, and to support this process, LanguageWorks has established a comprehensive set of Standard Operating Procedures. These SOPs provide comprehensive instructions related to all systems, interactions, workflow and resources, ensuring standardized, high-level Quality Management in all aspects of our operations.
LanguageWorks became ISO 9001:2000 certified in 2005, and currently maintains certification according to the updated ISO 9001:2008 standard. We most recently achieved the additional distinction of certification in the ISO 13485:2003 standard for medical devices. Since our initial certification in 2005, LanguageWorks has yet to receive a single non-conformity during audit.