We first introduced this quality framework at Bureau Works in 2016. Even in its first iteration, it was remarkable. Within 6 months user reviewers went from changing on average 30% of translated content to less than 15%. This meant a 50% reduction in changes needed at the review level. Great but what does this mean for you?
At the time, we did not do anything other than make the changes made immediately available to the translator as well as allowing them to see their cumulative scores as well as how they did on specific jobs. One of the hardest things for a translator is that typically no news is outstanding news and the only news they receive is the occasional “We did not like this.” It’s almost impossible to improve this way. Instant, clear, and concrete feedback changed user behavior quickly and effectively.
Since then we have applied this framework at global enterprises in over 50 countries working with in-country reviewers, subject matter experts, and focus groups to drive the best possible combination between talent and expected results. We have allowed organizations to rely on a sustainable framework that ensures the right agents are involved at the right level so that the focus in on consistent improvement rather than fire-fighting.