PluSum18: Job Feedback as Essential Tool for Monitoring and Improving Translation Quality
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Feedback is a tool for continuous improvement. The more feedback translators receive, the more chances they have to develop their talents and professionalism and thus contribute to the top quality service of your company. Plunet’s Job Feedback tool offers an efficient way to provide feedback to translators and to monitor the translation quality using reports, which also helps project managers save time. This presentation is about how Translavic uses this tool, the struggles and doubts we went through during its implementation and the benefits this brave step has brought.
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PluSum18: Job Feedback as Essential Tool for Monitoring and Improving Translation Quality
- 1. Lorem ipsum • Lorem ipsum • Lorem ipsum • Lorem ipsum • Lorem ipsum
- 2. Lorem ipsum • Lorem ipsum • Lorem ipsum • Lorem ipsum • Lorem ipsum Translavic Feedback Procedure – BEFORE PRE-PLUNET ERA
- 3. Lorem ipsum • Lorem ipsum • Lorem ipsum • Lorem ipsum • Lorem ipsum Translavic Feedback Procedure – BEFORE: Step 1 Revisers left feedback on translations in Delivery Note for project managers
- 4. Lorem ipsum • Lorem ipsum • Lorem ipsum • Lorem ipsum • Lorem ipsum Translavic Feedback Procedure – BEFORE: Step 2 Project managers ‘assessed’ translations based on the revisers’ notes
- 5. Lorem ipsum • Lorem ipsum • Lorem ipsum • Lorem ipsum • Lorem ipsum Translavic Feedback Procedure – BEFORE: Step 3 Project managers share feedback with translators
- 6. Lorem ipsum • Lorem ipsum • Lorem ipsum • Lorem ipsum • Lorem ipsum Translavic Feedback Procedure – BEFORE: Shortcomings Keep feedback: • CONTINUOUS • CONSTRUCTIVE • COMPLETE • TIME-EFFICIENT
- 7. Lorem ipsum • Lorem ipsum • Lorem ipsum • Lorem ipsum • Lorem ipsum Translavic Feedback Procedure – CHANGE
- 8. Lorem ipsum • Lorem ipsum • Lorem ipsum • Lorem ipsum • Lorem ipsum Translavic Feedback Procedure – CHANGE: Revisers get rights to assess translations
- 9. Lorem ipsum • Lorem ipsum • Lorem ipsum • Lorem ipsum • Lorem ipsum Translavic Feedback Procedure – CHANGE: Revised versions accessible for translators by default (workflow template)
- 10. Lorem ipsum • Lorem ipsum • Lorem ipsum • Lorem ipsum • Lorem ipsum Translavic Feedback Procedure – CHANGE: Concerns Let’s explain that the feedback goes directly to their colleagues and is meant for sharing knowledge and improving cooperation and quality Let’s explain why it is important and make it mandatory Let’s keep the right to view the feedback comments before sending them to translators Will our revisers do this extra task? Will our revisers give feedback in a nice and constructive manner? Let’s explain that the feedback goes directly to their colleagues and is meant for sharing knowledge and improving cooperation and quality But how will we make sure that our revisers won’t place offensive and rude comments, which will go directly to our translators?
- 11. Lorem ipsum • Lorem ipsum • Lorem ipsum • Lorem ipsum • Lorem ipsum Translavic Feedback Procedure – Change: IMPLEMENTATION
- 12. Lorem ipsum • Lorem ipsum • Lorem ipsum • Lorem ipsum • Lorem ipsum Translavic Feedback Procedure – IMPLEMENTATION: Feedback criteria
- 13. Lorem ipsum • Lorem ipsum • Lorem ipsum • Lorem ipsum • Lorem ipsum Translavic Feedback Procedure – IMPLEMENTATION: Instructions
- 14. Lorem ipsum • Lorem ipsum • Lorem ipsum • Lorem ipsum • Lorem ipsum Translavic Feedback Procedure – IMPLEMENTATION: Feedback template
- 15. Lorem ipsum • Lorem ipsum • Lorem ipsum • Lorem ipsum • Lorem ipsum Translavic Feedback Procedure – Evaluation This looks cool!
- 16. Lorem ipsum • Lorem ipsum • Lorem ipsum • Lorem ipsum • Lorem ipsum Translavic Feedback Procedure – AFTER
- 17. Lorem ipsum • Lorem ipsum • Lorem ipsum • Lorem ipsum • Lorem ipsum Translavic Feedback Procedure – AFTER
- 18. Lorem ipsum • Lorem ipsum • Lorem ipsum • Lorem ipsum • Lorem ipsum Translavic Feedback Procedure – AFTER • Job feedback in status reports
- 19. Lorem ipsum • Lorem ipsum • Lorem ipsum • Lorem ipsum • Lorem ipsum Translavic Feedback Procedure – AFTER: Vendors’ Satisfaction Survey
- 20. Lorem ipsum • Lorem ipsum • Lorem ipsum • Lorem ipsum • Lorem ipsum Translavic Feedback Procedure – AFTER: Vendors’ Satisfaction Survey
- 21. Lorem ipsum • Lorem ipsum • Lorem ipsum • Lorem ipsum • Lorem ipsum Translavic Feedback Procedure – AFTER: Vendors’ Satisfaction Survey
- 22. Lorem ipsum • Lorem ipsum • Lorem ipsum • Lorem ipsum • Lorem ipsum Translavic Feedback Procedure – AFTER: Vendors’ Satisfaction Survey
- 23. Lorem ipsum • Lorem ipsum • Lorem ipsum • Lorem ipsum • Lorem ipsum Translavic Feedback Procedure – AFTER: Vendors’ Satisfaction Survey
- 24. Lorem ipsum • Lorem ipsum • Lorem ipsum • Lorem ipsum • Lorem ipsum Translavic Feedback Procedure – AFTER: Vendors’ Satisfaction Survey
- 25. Lorem ipsum • Lorem ipsum • Lorem ipsum • Lorem ipsum • Lorem ipsum Translavic Feedback Procedure: Feature requests • More accurate evaluation scale • Revised version easier accessible (with possibility to add as attachment to feedback email?) • Possibility to choose between (standard) positive and negative feedback templates.
- 26. Lorem ipsum • Lorem ipsum • Lorem ipsum • Lorem ipsum • Lorem ipsum Translavic Feedback Procedure
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Notas del editor
- Hello everyone! My name is Iryna and I represent Translavic translation agency. Translavic is in the translation business for 14 years now. We are an ISO-certified agency, mainly specialised in translations for communication and advertising agencies, as well as for technical and medical clients. Establishing partnership with our clients and vendors is the key strategy at Translavic. We consider Plunet our partner and the freelance translators we work with are our partners as well. We started using Plunet in June 2012 and are trying our best to get the best of it and hold the name of ‘Plunet advanced users’ given to us by a Plunet implementation specialist. Next to project management, I play the role of a bridge between Plunet and Translavic and my Plunet-related tasks include following Plunet developments and implementing those which are of interest for us. Quality Manager Module was certainly of big interest for Translavic as we pay a lot of attention to quality management, and we implemented its Job Feedback functionality to the degree it works now around 3 years ago. On this presentation I want to share with you why and how we use it.
- As feedback procedures have always played an important role at Translavic, we purchased Quality Manager Module almost at the same time if not together with Plunet itself. However, for quite a while we were using the Job Feedback functionality of this module only partly, copying our procedures from the before-Plunet times:
- Revisers delivered revised translations with track changes, and were requested to place comments on the translation quality and nature of implemented changes in the Delivery note (which was done only occasionally);
- Project managers were supposed to copy the Delivery notes into the Job Feedback section and assess the translation based on the comments from revisers;
- Project managers were supposed to share feedback (sending it together with the revised version via email) with translators as much as possible, which basically resulted in getting back to translators with feedback only in cases when there were troubles (translation assessed as poor by a reviser).
- This system had a few big flaws: Feedback works best when it is continuous and there were plenty of translation jobs left with no assessments. Translators received feedback only occasionally and mostly when negative. Feedback is a good tool for improvement, when it is constructive. When feedback is only negative, it may become destructive and frustrating for all parties involved. It was quite time-consuming for project managers, including simple and silly copy-pasting from Delivery Notes to Feedback section. The data for monitoring translation quality was incomplete and untrustworthy as not all the translation jobs were assessed, with tendency to assess only negatively.
- With the Plunet Job Feedback Module improvements a few years ago, it was clear to me that the time has come to improve the Translavic feedback procedure. We had an internal meeting where I presented the new possibilities, which Plunet Job Feedback Module offered.
- Revisers could be given the right to assess translations directly in Plunet in Job Feedback section including giving comments.
- Translators could be given access to revised versions for each job by default, which could be set in workflow templates.
- The experienced team of project managers at Translavic had concerns: How will we make sure that our revisers will give feedback to translators in constructive and nice manner? How will we persuade revisers to do this extra task and assess translations in Feedback Section? Feedback for each translation job would generate more discussions between translators and revisers and perhaps even frustrate our translators as they would feel attacked by revisers’ feedback and more project management time will be consumed by sorting it out. (As project managers were used to deal with mostly negative feedbacks, the concern could be understood). For each concern a cure was proposed: Good presentation of the Job Feedback Module to our revisers with instructions on how to assess translations and how to write comments is essential. And revisers would be forced to add feedback to deliver their jobs. We won’t give our translators access to reviser’s comments immediately, but will send it from Plunet (by one click using a template) after reviewing it.
- This was persuasive enough for our team to give it a try and evaluate in 3 months. Preparation work started, which included:
- adjusting feedback criteria and tooltips;
- updating our Infokit with an additional chapter on Job Feedback Module and mailing it to our active revisers, presenting the innovation; (Our Infokit is also available directly from Plunet and reference to it is included into each job request).
- preparing feedback template.
- Already in the first days we were receiving positive feedback from our revisers and translators on the improvement. After 3 months, we had an internal evaluation meeting and there were no concerns at all. When were asked if there were any destructive comments written by our revisers, which required editing before sending to translators, project managers reported none. Apparently, realising that their comments are addressed to their colleagues and not to project managers, the tone of revisers’ comments changed positively.
- Now our revisers are used to assess translations in Feedback section adding constructive comments. Project managers review and send feedback to translators for each translation job. Translators know where they can download revised versions of their translations for their overview.
- We can monitor translation quality in our translators’ profiles and take the average job feedback into account while placing our jobs.
- We analyse reports on job feedback monthly at vendor management meetings.
- Our translators seem to like the tool.
- There is always room for improvement!
- I believe that with the Job Feedback Module we create a good platform for our translators to grow in such a feedback loop.