Invoicing Quality Data Ware- House Sales s Clients Users Costs File Storage Provider Mgmt. Forum Translat. Workflow Script Services Innovation in Translation Processes 20.11.2004
Contents 1. Management Overview 2. Management Modules Translation Workflow Provider Management
Management Overview
What s? ERP Costs Invoices Customers Providers Quality Reporting, Intranet A Web site for all in-house staff Extranet Collaboration with customers and providers
Benefits ERP Intranet Extranet Improves the productivity of Managers and administrative staff by 50-100%. Simplifies the management of complex projects Allows cost control on the project level Organize globally distributed teams Improve language staff productivity using online project collaboration Improve team coherence and align culture Allow selected customers to view the status of their projects online Allow providers to participate in projects as if they were working onsite.
Features Workflow Invoicing 100% pure Internet s Forum Clients Support for Translation Users Costs project cycle Purchase Orders Based on Oracle 8i Freelance Database We also offer installation, training, customization, support and the creation of specific business modules Sales Trados Integration File Storage
Innovative Modules StatusCreated for Transing Edit ing Proof ing ing for Edit- for Proof-QC- Trans Delivered Customer Manager Translator Editor Proof Reader Secondary Providers Main Providers Company Continually Improve Satisfy the Customer Do it Right the First Time Every Time Understand Requirements Translation Workflow Automatic management of the translation workflow Integration with TRADOS 6.5 Access permission based on project roles Provider Management Maintains the collaboration history and quality evaluations Digital Purchase Orders and Invoices Quality Management Using modified LISA templates Provides graphics and statistics to track provider quality over time Internet Collaboration Allows project team to meet in virtual Rooms Incident resolution workflow
21. The operations director evaluates the efficiency of his language staff The Cycle 20. The managing director evaluates the profitability of his projects and customers 19. Providers confirm a payment reception 18. Providers track their invoices 17. Providers post their invoices into the system 16. The accountant logs a customer payment and retires the invoice 15. The accountant tracks the invoice 14. The accountant creates an invoice 13. The key account evaluates the quality delivered to his customers 12. The language leads evaluate the participating language staff Invoicing Quality Data Ware- House 11. The project staff collaborates online and resolves issues s Clients Users Costs Forum Sales Translat. Workflow 1. The customer shows interest in a project File Storage Provider Mgmt. 2. The key account creates a new (potential) project 3. The key account logs customer interaction 4. The project manager receives files from the customer 5. The project manager imports the Trados wordcounts 6. The project manager assigns translators and editors to the project 7. The project manager assigns individual files (tasks) to translators 8. The workflow process starts 9. The key account and the project manager track 10. The translated the project progress files are being delivered to the customer The project manager creates a purchase order
MLV Processes -Presales -Price Negotiations - Send PO - Send files Staff Mgmt. 2 1 Customer Manager -Create project - Store files - Assign PM File Storage Module 3 import Word counts TM Apply TM Customer Invoice, 10 payments Invoicing Module Manager Language Lead Accountant 4 select freelance candidates Freelance Marketplace invoicing QC Freelance Database 9 Quality DB Files delivery assign selected freelancers 5 6 receive availability confirmations receive invite freelancersconfirmations moderate discussions Team Mgmt. Workflow Module Created Incident Mgmt. & Discussions Translators Editors 7 8 for Edit for Transing Trans Editing Proofers for Proofing Proof QCing Delivered - Share files - Update status Translators Editors Proofers
Management Modules
Translation Workflow Status Created for Translating Trans for Edit Editing for Proof Proofing QC Delivered Customer Manager / Open Translator Editor Proof Reader A translator downloads a file from Script Services The same translator uploads the file back to Script Services (Time Flow)
Translation Workflow Status Customer Manager Translator Editor Proof Reader Created TM for Edit for Proof for Transing Trans Editing Proofing QCing Delivered The Translation Workflow acts like an FTP-Server. It allows translators, editors and proof readers to upload and download their files. The list of files for each project is imported from a TRADOS word count or similar translation memory systems. The workflow allows the assignment of translators and editors to specific tasks. The upload and download actions of the assigned translators and editors are tracked, and allow to follow-up on the project status
Translation Workflow The translator has already downloaded the file Tracking racking the translator and editor actions eliminates the PM task of sending files back- and forth Managers gain 50-100% productivity. Large projects can be managed more easily when we can see if the translators/editors have uploaded and downloaded their files (see below). The translator has not yet downloaded the file
Provider Management Secondary Providers Main Providers Company Provider Management serves to maintain the history of collaboration with each of our providers. It serves to store details about: Address and contact details The project history The quality evaluations for each project and Provider service notes The invoicing history
Provider Management Integrated Provider Database Providers and freelancers are allowed access to the module Skill Management Skills represent capacities such as source and target languages Providers are allowed to maintain their own skills. However, all changes can be confirmed by in-house staff.
Provider Management Unconfirmed Skill Provider management works like a CRM Provides the interaction history Provides the financial history Provider Self Service Providers are allowed to maintain their data themselves, saving valuable time for in-house staff. Skill Management Skills represent capacities such as source and target languages Self Service : : The providers are allowed to maintain their own Confirmed skills. However, all changes Skill require confirmation by in-house staff.
Freelance Marketplace Normally, a PM needs to confirm the availability of every project member by email/phone during the staffing phase of the project. The Freelance Marketplace automates this function, allowing freelancers/ providers to fill a form with their availability and capacity. Manager 4 Select freelance candidates Freelance Marketplace Freelance Database 5 receive availabilty confirmations receive invite freelancersconfirmations Freelance Self Service Translators Editors Proofers
Quality Management Continually Improve Satisfy the Customer Do it Right the First Time Every Time Understand Requirements The QM module (Trans- Care) allows to talk objectively about quality and to evaluate quality enhancing measures. Trans-Care may also identify areas of excessive quality and help to reduce costs.
Quality Management Human Resources Recruitment process for freelancers and in-house staff Rational selection of providers/ freelancers for each project Corporate culture focused on quality Quality Control Quality specifications for: Customer s Language staff Statistical Process Control Final delivery control using modified LISA templates Continuous evaluation of translators by editors and proofreaders
Quality Management Statistical Process Control tracks the performance of a process over time and allows to judge its development. A freelancer s performance. The variance of the performance decreases, as does quality Statistical Process Control allows to detect tendencies that are not normally visible.
Quality at Source Access to quality evaluation history when selecting a resource for a project quality evaluations are added to the history of the respective translators and editors Manager 4 Language Lead Select freelance candidates QC Freelance Database Quality DB 6 assign selected freelancers
Collaboration Providers Our Company Client Possibility to integrate General General Manager Manager clients and providers into the planning and execution Operations Manager Director Sales Manager Finance Manager of projects. Communication Proj. Free Free across Man. Man. lance lance organizational boundaries requires special skills, because of the diverging interests, cultures etc. of the participating partners. The Discussions & Incident Management module formalizes the communication related to the distribution of work amongst project members. Client Staff
TM Integration TRADOS 6.5 is integrated into the system to allow for: Distributing the right amount of work (weighted word counts) to freelancers/ subcontractors Creating invoices automatically Creating purchase orders automatically 2 Staff Mgmt. -Create project - Store files - Assign PM Customer Manager File Storage Module 3 Manager TM Apply TM import Word counts 10 Invoicing Module
Filestorage Sales Rep Sales Managing Director Manager Trans lation Freelance Staff Trans. Freelance Editing Staff Editor Freelance Editor QC/ Proofing Staff Editor Post- Manager All project documentation is collected in a folder on the local server. In-house staff can work with local files The contents of the folder are available over the Internet.
Management Components
The Transaction Value Chain Quality Clients Sales PM Staffing QC Editing Trans. Man. MLV MLV SLV SLV Activities
Best Practices Operational Efficiency Best management practices in each area/department IT tools Strategic Specialization Languages subject area industry sector,... Size...
Optimization Customer Integration Sales Management Staffing Quality Management Production Organization Service - Integrated Workflows - Multilingual CMS -Custom Apps. - Sales force automation -CRM - Data Warehouse - Internet Collaboration - Intranets/ Extranets - Integrated freelance databases - Quality database, integrated with freelance database - Translation Workflow - Semiautomatic PM - Balanced Scorecard -Service Management -CRM - Scorecards Operational Efficiency The analysis of the optimization potential has lead us to the development of these modules The introduction of IT tools frequently also means an improvement of best-practices
Module List Translation Workflow Translation Memory Integration Resource Assignments Status Tracking Up/Download Tracking Invoicing & Quotations Invoicing based on TRADOS word counts from the translation workflow Price List (by customer, by activity type, by quality, by subject area, ) Quotations similar to invoices Supplier Management Online recruitment process Collaboration History Skills Financial History (purchase orders and invoices) Quality (history, statistics, ) Customer Relationship Management Contact History Online Mailing Campaigns Customer Status Tracking Engine Online Registration (via Web site) Customer opinion Polls Import Interface with Act! Act! and MS- Outlook 2000 Translation Quality Using modified LISA Templates Reports by Provider, by and by Customer Polls for Customer Quality Perception Online Discussions News Discussions Incident Tracking Permission Management General permissions based on user profiles (Freelancer, Customer, Employee, Manager, Accountant, General Manager, System Administrator) permissions based on roles for each project (Translator, Editor, Proofreader, Member, Administrator) System Administration User Administration Parameter Administration Online Error Reporting Cost Management Employee costs based on data from Timesheet Management Freelance costs based on data from Supplier Management Travel costs Export interfaces for SAP-FI, ContaPlus Balanced Scorecard & Indicators Financial Customer Opinion Employee Opinion Productivity, Data Warehouse Using Microsoft DW-Server Datamarts for Sales, Costs and Quality Reporting Using Crystal Reports Standard reports (Sales, Quality, Timesheet Management, ) User defined reports Search Engine (Search) Search for names of s, Users Search contents of s and Intranet contents Permission management according to user profile Intranet Intranet News Chat Content Hosting& Integration for static HTML pages Comments on static HTML pages Who is online (buddy list) Who is online (MSN) Timesheet Management Input spent time by project Classification of time by cost center Away from Work time for traveling, training, vacation and illness Human Resources Employee Self Service Payroll information User Management Company Organigram Supports multiple offices Online Help Customizable Homepage