Engaging vendors to ensure quality expectations are met. LSPs are all faced with quality demands from their clients. As clients, which methodology should we use in order to ensure vendors meet our needs for human translation? In this session, we’ll explore the approach eBay has taken from the start (from testing Lingua Leads + back-ups, providing regular evaluations and holding vendors financially accountable for quality deliverables, to close communication between our internal linguists and our vendors’ language teams). Other companies may do it completely differently and still obtain good quality. They may also automate HT Quality Evaluation, which is the next step we are looking at in our journey. This topic will allow panelists to express their views on how to best engage LSPs to deliver quality and to generate a healthy debate during our break-out session.

1. Measuring Linguistic
Quality at NetApp
Edith Bendermacher
Sr. Manager, Global Content Management
© 2014 NetApp, Inc. All rights reserved. NetApp Proprietary – Limited Use Only1

2. How do we assure linguistic quality at NetApp
© 2015 NetApp, Inc. All rights reserved. NetApp Proprietary – Limited Use Only2
 The Linguistic Quality Program started 5 years ago at NetApp
 GCM team consists of scalable reviewer teams, sitting in local offices all over the world assuring
close alignment with local teams (marketing, sales, IT, support, etc.)
 GCM team reviews almost all the marketing/sales content and technical content (product
manuals, Technical Reports, product UI)
 GCMs are responsible for:
- Assuring linguistic quality for their language
- Training the translators and LSPs that work with us
- Giving feedback to translators
- Conduct staging reviews of all web content
- Publish localized content on NetApp platforms
And more!

3. We set up LSPs for success
© 2015 NetApp, Inc. All rights reserved. NetApp Proprietary – Limited Use Only3
 In April 2015, we implemented the Quality Framework. The document outlines roles and
responsibilities for GCMs and LSPs.
 NetApp assures the success of the relations with the LSPs by providing:
- training to translators on NetApp products or solutions
- designated GCM in country
- regular meetings between GCMs and translators
- feedback loop to translators in form of reports and in regular meetings
- bi-weekly quality management meeting to discuss escalations, trends, new technologies
and process improvements
- Quarterly Business Reviews to review KPIs, what we are planning ahead
- monthly Quality Dashboard with compiled data

4. How we measure quality
© 2015 NetApp, Inc. All rights reserved. NetApp Proprietary – Limited Use Only4
 GCM’s grade projects in TMS. We extract data monthly to evaluate:
- pass/fail rate
- breakdown of errors
 We collect data on LSP’s progress to identify any quality trends or issues
 LSP’s collect and provide their monthly LQA results
 We exchange the data on a regular basis through the Quality Dashboard

5. Monthly Linguistic Quality Dashboard
© 2015 NetApp, Inc. All rights reserved. NetApp Proprietary – Limited Use Only5

6. If things don’t work out
© 2015 NetApp, Inc. All rights reserved. NetApp Proprietary – Limited Use Only6
 The translation is graded according to an agreed set of criteria following the LISA model
 Projects that do not meet our expectations (as agreed), are rejected back to LSPs
 After multiple rejections and no visible improvement, LSP is to provide an improvement plan with
a set timeline.
 If no improvement, NetApp requests to change translator.

7. Reviewed word counts (example per year)
© 2015 NetApp, Inc. All rights reserved. NetApp Proprietary – Limited Use Only7
Word count for marketing content
0
100000
200000
300000
400000
500000
600000
en-US>ja-JP
en-US>fr-FR
en-US>zh-CN
en-US>it-IT
en-US>ko-KR
en-US>de-DE
en-US>es-ES
en-US>pt-BR
en-US>ru-RU
en-US>es-LatAm
en-US>nl-NL
en-US>zh-TW
en-US>he-IL
en-US>en-GB
en-US>sv-SE
Wordcount
Languages
Word count for technical content
0
100000
200000
300000
400000
500000
600000
700000
800000
900000
en-US >
ja-JP
en-US >
zh-CN
en-US >
fr-FR
en-US >
de-DE
en-US >
ko-KR
en-US >
es-ES
Wordcount
Languages

8. © 2014 NetApp, Inc. All rights reserved. NetApp Proprietary – Limited Use Only8
Thank You
ありがとう
धन्यवाद
감사합니다 谢谢
Mahalo
Dekuju
Danke
Obrigado
Koszi
Takk
Mauruuru
Dank U
Obrigado
Kuto Merci
DziekujeGrazie
Cnacubo
Gracias