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Quality

Quality is a differentiator based on many steps in the process, and in-built checking procedures.

Pangeanic applies strongest and extremely careful quality control and assurance procedures in every single step of our daily work.

The company has been independently audited since 2005 and has renewed its certifications since then. Some members of its staff worked in Quality Assurance Departments in Britain in the 90’s and for Ford Motor Company and Rolls Royce Industrial and Marine.

All our staff members, both internal and external, are committed to the Pangeanic Quality Principle. This is also applicable to all our technology-related services and the human relationship that we always aim to establish with our external personnel and clients, who in fact have the last word about what we do! We are always open to our customers’ suggestions for improvement, as they are the key to product and service development.

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Quality Assurance (QA)
Quality Metrics
Translation Standards ISO 9001 and ISO 17100
Certifications

Quality Assurance (QA)

Building a brand is all about having a consistent message, and to achieve a consistency your brand needs quality assurance in translation processes. This is how Pangeanic has cemented its brand reputation and grown its business. Quality Assurance in translation processes permeates everything we do at Pangeanic, we do not just have a certification so a paper proves we have processes – we live and apply quality steps in order to ensure professional translations time after time.

We are audited by EQA and have the following standards :

  • ISO 9001:2015 (Quality Management for the provision of language services, including confidentiality agreements and data transmission and information security)
  • ISO 17100:2015 (Translation Standard)
  • ISO 13485:2016 (Translation Standards for the medical-healthcare sector)

But what if I just need a document translation? What does all this Quality Assurance in Translation Processes mean for me?

We provide a quality translation service no matter what your size or needs are. Our processes are independently audited and certified every year. Whereas large clients have specific needs, all our clients can rely on carefully selected, tried, trusted and tested quality translators and knowledgeable staff that will

  • analyze your document;
  • recommend the best translation level for you;
  • send the first translated document to a second linguist/checker to ensure that the final translation reads correctly;
  • filter and deal with any format requirements or desktop publishing you may have, from Microsoft Word texts to Adobe’s InDesign or FrameMaker;
  • keep a translation memory of the job we have done for you;
  • meet the delivery deadline;

I want just one supplier or company to deal with all my translation requirements – What does Quality Assurance in translation processes mean for me?

It means Pangeanic will run a tailored end-to-end translation process designed to avoid any errors:

  1. We will assign a Project Manager who will work on your translation project. The Project Manager will understand your operations, style in the source language and any particular instructions.
  2. We can receive, store, manage and make available every translation assignment securely via our in-house dedicated servers.
  3. Using the expertise of our internal proofreaders and checkers, we will gather feedback on our work and our translators using translation quality metrics built in our translation management system.
  4. We will provide full traceability and transparency on who has entrusted any translation jobs from your organization and cost. This will also be available to you using our Translation Management System.
  5. We will ensure the best rates we have negotiated at global level with professional translators.
  6. As your translation company of choice, we are committed to review our performance with you regularly, holding meetings every quarter or providing monthly /quarterly reports on performance, translation memory savings, punctuality, etc.

Quality Metrics

The standard was developed with the aim to maintain “a consistent standard against which the translation quality of automotive service information can be objectively measured”:

  •  regardless of the source language,
  • regardless of the target language,
  • regardless of how the translation is performed, i.e., human translation or machine translation.”

The method is based on a points-based system. The less points a translation scores, the higher the quality of the translation.

Errors are divided into 7 categories and each category is outlined comprehensively:

  •  Wrong Term
  • Wrong Meaning
  • Omission
  • Structural Error
  • Misspelling
  • Punctuation Error
  • Miscellaneous Error

Each category is weighted. Some error categories are considered to affect final quality more than others. For instance, a Spelling Error may score fewer points than errors found in the Wrong Term category.

Once an error is identified as belonging to a category, the human reviewer decides whether the error is either serious or a minor. A serious error is weighted to score more points than a minor error.

Pangeanic’s evaluation

The metric is both easy to follow and easy to implement. It is an excellent step towards creating an objective linguistic quality measurement. Furthermore, it is highly customizable: if you feel that in a particular application a spelling error can be more damaging to a translated version than the use of an incorrect term, you can easily change the weighting.

Finally, the results of the metrics can be used for benchmarking linguistic standards and serve as a basis for discussion with both clients or translation groups.

If your organization is planning to use J2450, please remember that:

The metric is published by SAE and specifically thinking about the automotive service information industry. Consequently, it may not be the most suitable method for evaluating translation where style and/or voice are of paramount importance.

Results for the reviews have to be collated manually and comparisons can be difficult if you are working directly from spreadsheets.

Guidance is needed for reviewers using the metric. It needs to be very clear what constitutes a serious or a minor error. Evaluators need to be trained to ensure clear and common understanding.

Once the points have been allocated, there is no benchmark to determine what constitutes a good or bad mark. We carried out a test of the metric at Pangeanic by submitting translations of the same text into 4 different languages to our in-house and external proof-readers. After evaluation, we found that the language with the second least points was not approved by the proof-reader as publishable. However, proof-readers for languages that had scored more points were generally happy with the translation.

The J2450 Translation Quality Metric can be purchased through the SAE internet site.

Translation Standards ISO 9001 and ISO 17100

Just as any other supplier of goods or services, a translation company, and the individual translator bear ethical and legal obligations towards the buyer or the contracting party. With the development of language industry servicing at a global scale, this has turned out to be of enormous importance. For the protection of both parties, standards have been developed seeking to spell out their mutual duties.

There is, however, a view within the translation industry that while not doing any actual harm, an over-reliance on such standards can give a false sense of security. Following translation standards blindly cannot on its own possibly provide real assurance regarding final translation quality. The argument is that the path to quality in translation is by focusing more on providing on-going training and feedback to translators and the quality assurance tools and general tools available to the linguists, such as terminology tools.

Pangeanic was a leader in the implementation of European translation standard EN 15038 (now ISO 17100) in Spain, its QA processes being recognized to ISO 9001 and ISO 17100 after an independent audit. Pangeanic was awarded a post-editing contract by the European Union in 2007.

Since Quality Management systems first hit the translation industry early this century and particularly since the advent of the European Translation Standard enormous importance has been placed on translation quality metrics as a result of the development of the language industry at a world scale. For the protection of all parties involved in the translation process, standards have been developed seeking to spell out their mutual duties.

In general, there are two main international standards which apply to the translation and localization industry:

  • ISO 17100, which is a quality standard specifically written for the translation industry. This standard ensures the consistent quality of the service and the processes involved. ISO 17100 replaced EN 15038 (published by CEN, the European Committee for Standardization in 2006, which Pangeanic became a leading company in its implementation in 2007). The ISO 17100 certifies our quality management system for translation through an independent, on-site audit. At the same time, Pangeanic performs regular internal audits on top of the external audits by a certification body. If any discrepancy is found, the certification can be revoked. Whilst private industry may choose to work with uncertified companies, the European Union has started to include this standard as a benchmark in its tender specifications.
    The requirements mandate that the translation services company has documented procedures and works according to them during the translation process, in all its dealings and contact with the client, and quality assurance. Sub-sections of ISO 17100 certification also focus on project assignments, technical resources, pre-translating process, source text analysis, terminology, and style guides.
  • The general Quality Management System 9001 differs from the ISO 17100 standard, as it does not only introduce requirements for compliance with certain common procedures, which is the case with the general ISO 9001, but it monitors the processes especially developed for the overall execution of the translation, starting from the acceptance of the order to its final delivery to the client. Furthermore, ISO 17100 certifies the translation service and not the process management (where ISO 9001 applies).

With ISO 9001, an organization

  • needs to demonstrate its ability to consistently provide a product that meets customer and applicable regulatory requirements, and
  • aims to enhance customer satisfaction through the effective application of the system, including processes for continual improvement of the system and the assurance of conformity to customer and applicable regulatory requirements.

Certifications

Many of the concepts that make Pangeanic’s work philosophy are based on the famous “first time right” concept. We believe translation is an industry and stopped being a craft a long time ago. It follows that our organization should be quality-focused, offer full traceability and comply with international industry standards.

Pangeanic was a leader in the implementation of European translation standard EN 15038 (now ISO 17100) in Europe. Our QA processes are recognized to ISO 9001 and ISO 17100 after an independent audit. In 2007, Pangeanic became a post-editor for the European Union and in 2018 we also achieved certification as a translation company for the medical devices and healthcare sectors (ISO13485).

Trusting translations may be a daunting exercise for many. Your texts, websites, reports and documents end up in a language you do not understand. Sometimes, it is only the professional’s word that acts as a guarantee.

Fortunately, translation has evolved into a technology field – and as such, its results are measurable: there are applications that create terminology databases, technologies capable of checking terminological coherence over thousands of files, applications that tag text for pre-translation. There are accuracy levels, levels of satisfaction and translation metrics. Translation has developed into a technical activity managed by technical staff, out of which ROI is measurable. Standards of quality and documentation were originally developed for manufacturing companies. The International Organization for Standardization is responsible for maintaining the codes for all types of services, which obviously include the ISO 9000 series.

Pangeanic places a lot of importance on the proof-reading process and pre-release approval by an independent linguist. This ensures that the translation has been read, its accuracy checked and its suitability in the target language tested and approved before being released to the public. It is not a costly process and it can be done by the client’s local agents, another company or Pangeanic itself. Most importantly, it means compliance with ISO 17100. Furthermore, Pangeanic offers full traceability of each step (translation, proof-reading, changes, final approval, and release). All this data is kept electronically, as well as all changes made in the text leading to the final version.

It used to be said that translation was the fine art of re-creating the original version in a foreign language. A craft. It is true. Beyond certifications, the best translations into other languages are said to be those where the translator is invisible, where the text just reads as if it had been originally created in that language. This is not just the invisibility of the translator, but the invisibility of the translation process.

ISO 17100 – TRANSLATION STANDARD

Pangeanic was a leader in the implementation and certification according to European translation standard EN 15038 in Spain, now ISO 17100.

Our translation company places a lot of importance on the proof-reading process and pre-release approval by an independent linguist. This ensures that the translation has been read, its accuracy checked and its suitability in the target language tested and approved before being released to the public. It is not a costly process and it can be done by the client’s local agents, another company or Pangeanic itself. Most importantly, it means compliance with Translation Standard ISO 17100.

For further information on the translation standard ISO 17100, please click here.

ISO 13485 – TRANSLATION STANDARDS FOR THE MEDICAL-HEALTHCARE SECTOR

In 2018 Pangeanic has been certified ISO 13485:2016, as an additional step towards excellence in medical devices translations. Our ISO 9001:2015 certification assures quality management; ISO 17100 certification assures the translation process itself, and ISO 13485 establishes a more specific framework for medical devices translation to be used by manufacturing companies.

Pangeanic, as a certified company under this standard, has documented procedures for both, specialized linguists in the healthcare sector, and the translation process, to ensure quality and excellence to all our clients.

For further information on the translation standard ISO 13485, please click here.

 ISO 9001 – QUALITY CERTIFICATION

Our translation company is quality-focused, offers full traceability and complies with international industry standards.

ISO 9001 is the international standard that specifies requirements for a quality management system (QMS). This standard is to demonstrate Pangeanic’s ability to consistently provide services that meet our customers and regulatory requirements. It is the most popular standard in the ISO 9000 series and our mainframe for translation services. Pangeanic’s QA processes are recognized by ISO 9001.

For further information on the ISO 9001 certification, please click here.