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1 ebook library PAGE 1 ENSURING BEST PRACTICES: ISO CERTIFICATION AND LANGUAGE SERVICE PROVIDERS

2 How Certification Cuts Costs, Increases Marketshare and Boosts Client Confidence Words like standards and quality often make their way into conversations that surround global marketing and translation. Implementing a Quality Management System or abiding by certain industry standards provides regulatory guidance for companies and their employees. International quality standards inform businesses of product manufacturing and distribution benchmarks and set written guidelines for conduct and regulations within the workplace. Companies around the world work in compliance with certain standards to ensure quality processes and give clients peace of mind; and for more than half a century, ISO has been one of the major organizations developing international standards for global business. The International Organization for Standardization, or ISO, has been developing quality standards for businesses in many different industries since its inception in Companies that adhere to these standards consistently demonstrate increased efficiency and return on investment. This article will examine ISO standards as they relate to language translation, and will demonstrate ways certification improves the operations and quality outputs of companies in a wide variety of industry verticals. HISTORY The International Federation of the National Standardizing Associations (ISA) was incorporated in 1926 and acted as the precursor to the International Organization for Standardization, which was formally created in ISO is derived from the Greek World, isos, meaning equal (Martincic, 1997). The organization decided on this acronym choice so as to not cause confusion when spoken in ISO s official languages, English, French and Russian. ISO is a non-governmental organization made up of representatives from 162 countries around the world. ISO representatives meet annually and have PAGE 2

3 established nearly 20,000 standards for companies in all different kinds of industries, ranging from technical manufacturing to food production. The mission of ISO is to standardize requirements for companies in different verticals in order to make sure businesses and their products abide by certain guidelines. The hope is that this process will make companies more cognizant of their operations in regards to safety and quality. STANDARDS AND HOW THEY ARE HELPFUL TO TRANSLATION COMPANIES With over 20,000 standards to choose from, it might be hard for a business to know which certifications make sense to obtain. For translation companies, ISO certification is more than beneficial to ensure that quality and security processes are sound and will produce accurate translations for clients in a wide variety of industries. International standards make things work, ISO states on its website, they give world-class specifications for products, services and systems, to ensure quality, safety and efficiency. Businesses that wish to be certified to a certain ISO qualification need to pay to do so; but, the cost is one that will likely garner a strong return on investment. Although ISO creates the standards that companies are certified for, they do not grant certification themselves. In order to become certified, companies must seek out an official registrar or certification body. This process usually requires that a company provide documentation of their processes, records of employee training, and documentation that prospective standards have been adhered to before being audited and subsequently certified by a certification body. The time it takes to perform an audit depends on a number of variables, including the size and complexity of the company being inspected. In addition to strong translation procedures, Language Services Providers (LSPs) need to be aware of technological advances in the industry, and, for this reason, it s important to provide a safe digital environment for sensitive client information. In the past, translation was a paper-driven process, but now, with the advent of computers and digital project management, security certifications are important for LSPs that maintain and transfer client data. Some of the certifications that could be an asset to translation companies are as follows: PAGE 3

4 ISO 9001 This standard doesn t deal with translation specifically, but rather outlines requirements for a company s Quality Management System (QMS). Any business looking to streamline their processes and make clear to clients their ability to create quality products in a safe environment could benefit from this standard. A QMS is a set of processes and procedures businesses abide by to produce and distribute their products. These procedures and quality rules aim to make sure language production lives up to consumer requirements, lower translation costs and ensure workers are properly trained to adhere to an LSPs mission or directives. ISO A standard that relates specifically to the medical industry, ISO requires that an entity have a strong QMS in place to provide services for medical devices. In regards to translation, this standard ensures LSPs are equipped to provide translation for Instructions for Use (IFUs) or elabeling for medical devices being marketed in foreign countries. Translation companies that obtain ISO certification are sought after by procurement departments within medical device companies given the stringent nature of the regulatory environment for Implantable medical devices (IVDs) and other medical instruments. An incorrect translation for end users of medical devices can have grave consequences; extra precautions, such as ensuring that an LSP has a system to ensure quality translations are delivered, adds another layer of security. ISO ISO is a standard relating directly to translation and the translation process. Any LSP looking to streamline their translation workflow and attract the confidence of potential clients should strongly consider becoming ISO certified. The qualifications of translators, processes for document translation and review and document revision procedures are included in this standard to ensure accurate translations. ISO also touches on the importance of working with a client during the translation process in order for a project to be completed without any hiccups. If an LSP needs any one thing, it s quality translators. ISO requires that companies ensure their translators either have a degree in translation from an institution of higher education, a degree in a field other than translation with at least two years of translation experience or five years of professional translation experience. ISO phases out BS EN 15038, a British Standard for the translation process. ISO has more requirements for language service providers, including further checks on the competency of translators and project managers, and has hence superseded the old standard. PAGE 4

5 ISO The digital age has changed the way we transfer information in the course of business. This is especially true for LSPs, which now almost exclusively manage translation projects with proprietary software or web-based Translation Management Systems (TMSs). Information in a digital environment is susceptible to hacking and corruption without proper IT security and ongoing maintenance procedures in place. Because of this risk, ISO is a strong certification for LSPs to have in the 21st century. The standard provides guidelines on how businesses can create, incorporate and maintain an information technology security system. Financial records, sensitive employee information and other private documents must be securely hosted to meet the needs of clients in all industries, including legal services and life sciences, or corporate departments, such as HR or IT, where privacy is a pertinent issue. CERTIFICATION VS. COMPLIANCE It can be easy to confuse ISO certification and compliance, as the two terms are similar. However, compliance and certification are not interchangeable. When a company states it is compliant to an ISO standard, it indicates adherence to the standard without having been formally certified by a certification body. The claim that an organization is compliant is usually made by the company itself, but the statement can also be verified by a third party. A statement of compliance that contains verification from a reputable organization will be stronger than verification from a company that is not in good standing. On the other hand, when a company is certified, an audit has been done by a registrar or certification body that proves the company has management systems and processes in place that live up to a certain ISO standard. Certification represents a stamp of approval from a certification body. WHEN CERTIFICATION IS WORTHWHILE Attracting clients with ISO certifications is one thing, but sometimes companies fail to realize the benefits inherent in ISO certification that can stimulate improved business operations and sales. Companies certified to ISO standards can expect the following: PAGE 5

6 Lower Operational Costs Achieving standards for production decreases the likelihood of accidents or product malfunctions, resulting in less money spent on doing work twice Increased Consumer Satisfaction ISO certification provides QMS guidelines that enhance the safety and quality of products and thus create a more satisfied consumer Increased Marketshare Potential clients, especially in the language and translation industry, gain peace of mind from an ISO certification and will likely put more trust in an accredited company Establishing easy-to-understand guidelines for employees through ISO-compliant processes allows companies to ensure consistency in day-to-day operations, as well as the ability to easily train on new workers. If everyone is working in accordance with the same guidelines, little room for confusion or misinterpretation exists. In addition, procedures that outline corrective actions in the case of a defective product can act as a helpful safety net. Having a system to dampen the negative effects of a faulty project can be vital in ensuring a company maintains its reputation after a slipup. ISO certification could help to prevent hypothetical tragedy brought on by a faulty translation in the medical device industry. ISO certification has been shown to bring about internal benefits such as improvements in quality awareness and management control (Brown, der Wiele, Loughton 1997). Improved functions in these areas could lessen the likelihood of products that malfunction or cause harm to clients. Not only can the implementation of ISO standards act as a defense against faulty work, it can also create a sense of solidarity and confidence surrounding an organization. This is evidenced in Kagumba and George s 2013 study on ISO 9001 at Kenyatta University, in which students and staff believed ISO certification had strengthened the university s QMS as well as the level of market demand for the university s product, or the students. In their 2010 article, Levine and Toffel found companies that implemented ISO 9001 had lower organization death rates than those that did not. The study also found that ISO 9001 companies had higher growth rates for sales, employment, payroll and average annual earnings. Further, positive indicators of financial success are seen in companies that have acquired ISO 9000 certification, including increases to profit margin, growth in sales and earnings per share (Sharma, 2005). Heras, Casadesús and Dick s 2002 study on the profitability of Spanish companies certified to ISO 9000 showed that over a span of five years, those companies that were certified to the standard displayed better profitability than those that were not. PAGE 6

7 In a sampling of companies of Saudi Arabia that had achieved ISO certification, each claimed that formality and visibility to information security practices was a primary outcome thanks to certification. Additionally, the same survey found 100% of respondents said a primary outcome of certification was the confidence and validation of business security being raised within the company (AbuSaad, Saeed, Alghathbar, Khan, 2011). In a study composed of 502 responses (32 percent of 1,570 companies in the initial sample) received from organizations certified to ISO, 33 percent of respondents said they saw improvement in the definition and standardization of work procedures. Additionally 64 percent said certification improved communication between management and employees (Casadesús, Giménez, Heras, 2001). CONCLUSION Although maintaining quality standards does not completely eliminate the risk for error, it does establish a standard to work towards, giving companies and their workers a sort of measuring stick for quality. ISO standards can have a positive effect on workplace morale while also substantially lowering the possibility of risk. In addition, a translation company that possesses ISO certification gives potential clients peace of mind. When taking into consideration the pros of ISO certification, the benefits these standards have in the workplace and their effect on the quality of a product should make certification a priority for LSPs. PAGE 7

8 REFERENCES Kagumba, A., George, G. (2013). Quality Assurance Strategy on Organizational Performance: Case of Kenyatta University. Retrieved from: oad?doi= &rep=rep1&type=pdf Martincic, C. (1997). The ISO Series of Standards. Retrieved from: martincic/iso14000.htm Levine, D., Toffel, M. (2010). Quality Management and Job Quality: How the ISO 9001 Standard for Quality Management Systems Affects Employees and Employers. Retrieved from: AbuSaad, B., Saeed, F., Alghathbar, K., Khan, B. (2011). Implementation of ISO in Saudi Arabia obstacles, motivations, outcomes, and lessons learned. Retrieved from: cgi?article=1104&context=ism ISO_9000_certification_and_financial_performance/ links/02e7e d9e pdf Heras, I., Casadesús, M., Dick, G., (2002). ISO 9000 certification and the bottom line: a comparative study of the profitability of Basque region companies. Retrieved from: s3.amazonaws.com/academia.edu.documents/ / ISO_9000_certification_and_the_bottom_li wiz.pdf?AWSAccessKeyId=AKIAJ56TQJRTWSMTNPEA &Expires= &Signature=rigQUVPiY9t5SDEvnUyF yve1vd8%3d&response-content-disposition=inline%3b%20 filename%3diso_9000_certification_and_the_bottom_li.pdf Casadesús, M., Giménez, G., Heras, I., (2001). Benefits of ISO 9000 implementation in Spanish industry. Retrieved from: Brown, A., Van der Wiele, T., Loughton, K., (1997). Smaller enterprises experiences with ISO Retrieved from: enterprises%e2%80%99_quality%20management.pdf Sharma, D., (2005). The association between ISO 9000 certification and financial performance. Retrieved from: publication/ _the_association_between_ PAGE 8