The quality management system used by the ALBA Translating Company has been developed in accordance with the requirements of the international standards ISO 9001:2015 and ISO 17100:2015. We successfully completed the process of certification according to ISO 17100:2015 (Translation Services – Requirements for Translation Services) in June 2016. Below is a brief summary of the main quality principles applied by our company.
Company mission statement: To enhance the competitive strength of the products and services provided by our clients through the provision of high-quality language services.
1. Commitment to the needs and expectations of our clients.
A. The work on any project begins with precise identification and analysis of the customer’s requirements, followed by a decision on their feasibility.
B. The translation project managers at ALBA focus particularly on long-term partnerships with our clients and this enables them to offer the most effective solutions for the needs of individual client. The efficacy of this approach means that the selected methods can provide our clients with opportunities for savings in time or cost, or, with the use of carefully tailored optional services, to achieve even higher business performance with only moderate additional expenditure.
2. Careful management of internal and external communications as well as sharing of best practice and knowledge management inside the company.
A. Each client is assigned a personal translation project manager, and this, in combination with a transparent system for providing storage and processing of project-related information and client-specific requirements, guarantees customer convenience, even in the case of employee substitution (for instance due to sick leave, or vacation). Our data storage system allows rapid searching for any information on any special project aspects relating to each client (glossaries, translation memory, requirements for processing documents etc.).
B. Minimization of unexpected situations arising with the use of our obligatory system for confirmation of the achievement of goals relating to every stage of communication (letter received; responsible person understands the task assigned to him/her).
C. Ensuring effective feedback communication, through timely handling of complaints, fact-based analysis of any reasons for such complaint, and the development of appropriate corrective measures focused on how to avoid any such errors in the future, rather than on punitive actions.
D. Continuous improvements to the skills of our employees through systematic training of linguists/editors and translation project managers.
3. Internal staff appraisal and testing, to determine the optimal assignment of tasks in relation to the expertise of each employee.
A. Commercial translation/revision jobs are assigned only to staff who have passed relevant testing and have demonstrated their competence level on at least three special emphasis projects after passing their induction training (which includes experience with ALBA’s quality management system).
B. Translation/revision jobs are assigned with obligatory consideration of the discipline-related specialty.
C. Based on their performance on previous projects, our linguists/editors are individually graded using our translation management system. Every project manager has the opportunity to check the overall performance an employee with regard to each language combination and discipline, and can use this information for the assignment of a particular job.
4. Implementation of up to date technology.
A. At ALBA we undertake continuous testing, mastering, and implementation of state-of-the-art technologies including: - CAT systems (SDL Trados Studio 2015, Memsource, MemoQ, Transit, Across, Deja Vu, SDLX); - Translation quality assurance software (ApSIC Xbench, Verifika).
B. We also use a proprietary translation project management system to store all relevant information about our projects, linguists, editors, and clients.
C. In 2016, we also developed and successfully implemented an application (“Editor’s Little Helper”) for accurately recording the time spent on the revision and proofreading of translated texts. This application has helped us significantly to increase the effectiveness and reporting provided by our editors and proofreaders and, subsequently, to further enhance the quality of services that we offer. This application is publicly available. You can download it here.
A. We have signed confidentiality agreements with all our linguists. These agreements stipulate their responsibility not to allow any disclosure of confidential information.
B. Within the company, we also use certified data storage and protection equipment to prevent unauthorized access to such information.