Why is ISO 17100 so important?

Why is ISO 17100 so important?

Your company is in need of translation services and as it is typical in the industry, you need to find a provider fast so you choose the first provider that comes across in Google or the one that is closest to you. When you receive the outcomes you are less than satisfied or worse, you have to redo the work and find a better provider (now it became a critical problem).

So what does it really mean to have an ISO 17100 certification when it comes to translation services?

It means that the company has a process for the following:

  1. Finding translators that are suitable to complete the work.
  2. Performing Quality Assurance steps that will focus on delivering high quality work and reduce complaints.
  3. Deal with client complaints within 24 hours.
  4. Have customer satisfaction statistics to generate a constant improvement process.

Here at Idea Translations we have ISO 17100:2015 and ISO 9001:2015 certifications. Now, let me explain you a little bit about why we decided to make a large investment to certify ISO 17100.

Even though it is not the only set of best practices for translation, it is the first international standard for translation services providers. It was created in May 1 2015, and it defines a set of best practices for managing translation services.

  1. Finding translators that are suitable to complete the work.

All of our translations are completed by native translators and reviewers with proven translation experience of 3 years at a minimum in one or two subject matter areas (technical automotive content, legal contracts, marketing content, etc.). We check on their credentials, request pieces of their previous work and ask for a real time scenario test translation.

All of our translators, reviewers and project managers have specific qualifications and competences. By working with ISO standards, we ensure full responsibility for the entire translation project.

  1. Performing Quality Assurance steps that will focus on delivering high quality work and reduce complaints.

Our standard process includes:

  • Translation, by qualified translators.
  • Revision, by a second pair of eyes who compares the source and target text and checks for errors and any other issues.
  • Review, focus on ensuring that the translation output is appropriate for the agreed purpose and domain.
  • Final verification, the last check before a final version is delivered to the client.

This clear and traceable system ensures translation is rigorous, with its objectives, target market and domain clearly identified to deliver quality translations matching client expectations. Buyers of translations can be confident that they are working with a professional translation company who is using industry’s best practices.

  1. Deal with client complaints within 24 hours.

If a client is less than fully satisfied with our work, we will review and try to answer a few questions to determine action items:

  • Did we understand the requirements appropriately?
  • Are the client complaints objective or subjective (preferential)?
  • Can the project be amended to meet the client expectations and, can it be done in a timely manner (according to deadline)?

Once we have determined an appropriate diagnosis for the complaint we will trace the problem and come back with a solution.

  1. Have customer satisfaction statistics to generate a constant improvement process.

We maintain a 99% satisfaction level and last year 100% of complaints where solved before they became critical. As you can imagine, we are very proud of the numbers. However, we believe the key is not just having great numbers but understanding how we can constantly improve. To do this, we constantly track client satisfaction in order to spot and take actions when a complaint does come up. Here at Idea Translations, complaints are taken very seriously and their source is identified and traced so we can avoid them in the future. That is our constant improvement process.

The difference between a Translation Provider that has an ISO 17100 certification and one that does not, is that with a certified partner you buy a process that is documented (you can ask for it as that is what you are paying for). With a non-certified partner, you assume they know what they are doing and hope for the best.

ISO 17100

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