To measure the quality performance for any supplier you need to ensure a few things; firstly to make your life a little easier you need to ensure you source a quality supplier, that's half the job done, secondly if you are running a tender process firstly you need to ensure your tender documents are concise and succinct. Your specification of requirement needs to detail exactly what you expect from your future supplier, your award criteria needs to be tailored around your specification, therefore present questions to the suppliers that will focus on their proposals for delivering the requirements that are important to you and your company/organization. In my organization we might conduct a stage 1 suitability assessment, or depending on the value of the contract a Selection Questionnaire, this stage will ensure that we weed out any unsuitable supplier and only suitable suppliers are selected to take part in stage 2, the tender/award criteria stage, already in conducting a two stage selection process you are already on the path to eventually selecting a quality supplier. Once the suppliers have submitted their bids you need to ensure you have a panel of quality evaluators or someone who is an expert in the subject matter ( of your requirements) to evaluate the submitted bids. In doing this you will ensure you select a quality supplier. I would advise incorporating KPI ( Key Performance Indicators – a measure of whether a company is meeting their objectives) or SLA ( Service Level Agreements) into the T&Cs or contract documents that way you can measure their performance against something tangible and measureable. If the supplier is not meeting their SLAs or KPIs you would then be able to address this in line with your T&Cs. So in a nutshell you need to ensure firstly you are selecting the right (quality) supplier and secondly you have a measureable ( ie KPIs) in which to monitor and measure the quality of the supplier.
I think for one to be able to standardize or qualify something, KPIs need provided either impliedly or written and compared/bench marked against the out put.
Hi Sara Muller,
How would you measure the quality/performance of a haircut? "Which is like translation, a rendered service."
To measure the quality one should ask, "Does the translated piece carry the same message found in the primary language?"
There are a few things one can do to ensure the quality of the translation:
- Make use of a certified translator
- If possible make sure the translator is familiar with the target industry.
- Use a second translator to translate the piece back into the primary language.
The measure for translation performance gets reflected in the rate at which translation is done, which can be words/minutes or pages/hour. "A military barber will have a much higher head count, than say the barber in town, so there is a fine line between performance and quality. "Rushed hair cut = poor quality"
Personally I would determine an acceptable function between performance (the desired time to delivery) multiplied by the desired quality of the work. This imply that short time to delivery x high quality translation is the goal, but long time to deliver x low quality translation should be avoided. Very well defined limits should be set for both variables, as in the above example the numerical values may be the same for both.
You may also like to check for consistency between translated pieces, to determine the reliability of the rendered service.
Hi Sara Muller,
When it is service specially the service on which the in-house expertise are not available you can always take the support of External Evaluator Service.
In such case, you need to find the authorized Translation centers/Consultants endorsed by Proper authority. While issuing order if you have done this process as prerequisite than you may not require to revalidate the delivery.
In case the prequalification not performed previously than you need to find the Authentic Translation centers and recheck the delivered contents.
A few questions/ criteria to consider when evaluating: system for quality control (via second pair of eyes), sector specific experience ie high degree of familiarity with the specific technical jargon, tools to sustain Client specific terms (glossary), Service Levels (Time to Translation standard and expedited); also good idea to run Test case during RFX by requesting Translation of short sample
Well, It depends upon the nature of the company. But in general way on-site auditing is a good option. It also allows you an inside view to see how things are actually getting done and verify that proper processes are in place to ensure high-quality translations. It may include interviews set up with the people who will be working directly or indirectly with your company's translation.
A supplier/vendor providing translation services from English into a foreign language or vice versa