2 QUALITY MANAGEMENT MANUAL SCOPE..... This manual captures the quality procedures and methods employed by Apex Translations, Inc. All of these procedures and methods are strictly compliant with the requirements of ISO 9001:2008 and EN 15038:2006. Apex was audited by the TÜV Rheinland (Technischer Überwachungsverein Rheinland), one of the world s leading technical auditing institutions, and certified as ISO and EN compliant on April 13, 2013 (see certifications in Appendix 1). APPLICABLE DOCUMENTS..... SAE Translation Metric J2450, issued December 2001 (Ref. International Standard ISO 9001:2008 European Standard EN 15038:2006 ISO Customer Oriented Processes (COPs) ISO Supporting Operations Processes (SOPs) ISO Quality Forms (QSs) ISO Quality Procedures (QPs) Apex Standard Work Instructions (ASWIs) DEFINITIONS..... Quality Assurance (QA) - all measures and processes that serve the purpose of preventing errors from being made. Quality Control (QC) - all measures and processes that serve to detect and correct any errors that may have been made in spite of Quality Assurance (QA). Quality Verification (QV) - all measures and processes that serve to measure the product of our services for the purpose of providing feedback to our quality system to continuously enhance our methods and processes.
3 Translation Error - any objective and verifiable linguistic error, or inaccurate content translation, as well as any objective and verifiable error concerning terminology, orthography, punctuation, or style. This concept explicitly excludes subjective preferences of terminology and style, retroactive changes to the meaning or structure of the original source text, and changes to a translation that are not supported by the original source text. The definition of Objective and Verifiable Error is identical with the Error Categories of SAE J2450. Native Speaker - a speaker of a language, who grew up with that language and culture, and who is intricately familiar with all facets and levels of writing and speaking that exist within that language. This does not mean that the person must have been born in a certain country or that his or her parents must have been natives of a certain country or nation; nor does it mean that the person must be a citizen of any specific country or state or reside in a specific country today. Overall Document Weighted Score (ODWS) a measuring tool for quantifying the quality of a translation objectively, using the method described in the SAE Recommended Practice J2450 (Translation Quality Metric). Continuous Improvement - an ongoing effort to improve products, services, or processes. These efforts can seek "incremental" improvement over time or "breakthrough" improvement all at once. Delivery processes are constantly evaluated and improved in the light of their efficiency, effectiveness, and flexibility. APEX S OVERALL APPROACH TO QUALITY..... Apex Translations, Inc. is certified to conform to the requirements of the ISO 9001:2008 and EN 15038:2006 quality standards. These Quality Management Systems provide us with a formal framework for managing and improving our processes and demonstrates our commitment to be a customer-focused company. QUALITY ASSURANCE, QUALITY CONTROL & VERIFICATION This framework comprises the basic building blocks such as Quality Assurance, Quality Control, and Quality Verification all of which are bound together by the concept of Continuous Improvement. It embraces everything we do to maintain quality excellence, including our employee training program, the way we structure our IT systems for minimum project management error rates, the 6-Sigma tools and principles that we employ in our daily work, as well as the way we measure key work activities, so we know where we must improve.
4 QUALITY MANAGEMENT MANUAL Apex Translations, Inc. has developed this Quality Management System (QMS) in compliance with the applicable clauses and requirements of the current versions of ISO 9001:2008 and EN 15038:2006. The Customer Oriented Processes (COP s), Supporting Operational Processes (SOP s), Procedures and associated instructions define the Translation Quality Management System (TQMS), and together they comprise the Quality Manual. The quality records provide direct objective evidence of compliance with the requirements of the TQMS. NOTE: The Apex QMS is an electronic system. The electronic version is the controlling document and any printed copies are to be considered for reference only unless distributed under control in accordance with QP_4230_Documentation_Data_Control. SCOPE OF THE QUALITY MANAGEMENT MANUAL The scope of this QMS is applicable to the translation services provided to the customers of Apex Translations, Inc. COMPANY PROFILE Apex Translations, Inc. is a medium-size translation company, legally organized as a C-type Corporation under Indiana law. Apex was founded 1998 and has grown to be a highly competitive document translation firm, catering to small and large corporations, organizations, and government agencies in the US and Europe. The company s administrative headquarters is located in Columbus, Indiana; Apex s production office is located in Plymouth, North Carolina. Apex also has regional offices in Germany and Austria. To this date, we have served more than 7,000 clients, providing translation services in more than 200 language pairs, using the linguistic and subject matter skills of more than 600 linguists. Apex Translations, Inc. is certified to conform to the requirements of the ISO 9001:2008 and EN 15038:2006 quality standards. Apex Translations, Inc. is a member in good standing with the Better Business Bureau. Please visit for further details.
5 CONTACT INFORMATION Production Office: Apex Translation, Inc. 123-B West Water Street Plymouth, NC Phone: Fax: Billing and payments: Apex Translations, Inc. P.O. Box 1216 Columbus, IN Phone: Fax: ORGANIZATION Brief Job Descriptions of In-House Apex Positions: CEO/CFO CHIEF LINGUIST Responsible for the management of the entire Company and its finances. Also in charge of marketing and IT. Responsible for the integrity of the production process and for the adherence to ISO QM standards and requirements. Complaint management. PROJECT MANAGER Manages translation projects from inquiry via proposal, translation, proofreading, and delivery. PROOFREADER SALES REPRESENTATIVE Checks translations for linguistic and material mistakes and errors and corrects those if possible or initiates corrective action to be taken by translator via the PM. Follows up on proposals.
6 ORGANIZATIONAL CHART
7 QUALITY COMMITMENT At Apex, we take quality seriously. Our goal is to continually meet or exceed client expectations. From order entry via production to order delivery, every member involved in the process is focused on optimizing quality because we realize that, for our clients, the quality of translations can mean the difference between success and failure in the global market. Consumers see the quality of product documentation literature, such as service instructions or operator manuals, as a reflection of product quality itself. Poorly translated product literature equates to poor product image and lost sales. Skillful and culturally competent use of translation is an essential element of product literature and of effective communication of product or service providers with their consumers and their service staff. At Apex Translations, we believe, this to be crucial. QUALITY POLICY STATEMENT Apex Translations, Inc. is committed to the development, implementation, maintenance, and ongoing improvement of its Quality Management System (QMS), and to compliance with the referenced international standards. This is accomplished by adherence to the QMS and verified through Internal Audits, Management Reviews and monitoring of the Quality Objectives. Apex Translations, Inc. will provide all the resources necessary to ensure success of its QMS. This Quality Policy has been established and approved by the management of Apex Translations, Inc. COMMUNICATIONS The management of Apex Translations, Inc. communicates this intent through ongoing s to all team participants and regular group meetings. All team members are required to participate in the process of managing quality and are encouraged to offer suggestions for process improvement. COPs and SOPs Customer Oriented Processes (COPs) describe our production process under the aspect of how we assure and control the quality of our translations. In temporal sequence, they also describe production flow. Supporting Operations Processes (SOPs) are processes that are not elements of the main stream of production flow but are needed under certain circumstances to assist the production flow in maintaining quality standards.
8 PROCESSES AND INTERACTIONS: COP = Customer Oriented Process SOP = Supporting Operations Process
9 QUALITY PROCEDURES, STANDARD WORK INSTRUCTIONS, AND QUALITY FORMS Quality Procedures, Work Instructions, and Forms are designated within each documented process. The letters preceding the number designates identification of each type of document: QP Quality Procedure SWI Standard Work Instruction QF Quality Form QUALITY PROCEDURES QP_4230 QP_4240 QP_6200 QP_6224 QP_7230 QP_8220 QP_8300 QP_8520 Documentation and Data Control Quality Records Training and Competence Continuous Improvement Customer Complaints and Concerns Internal Quality Audits Nonconforming Product Corrective and Preventive Action EXCLUSIONS Apex Translations, Inc. excludes the following from the scope of its ISO QMS: 7.3. Design and development Justification: Apex does not design or develop the product (translation). Product is developed, defined, specified, and controlled exclusively by the customer. 7.4 Purchasing Justification: ISO purchasing is about purchasing products. Apex does not purchase translation services in the manner products are purchased. Translators are selected, qualified, and added to the TDB and the PM assigns translation projects to selected translators, which, if the translator accepts, constitutes the equivalent of a contract translation services. 7.6 Control of monitoring and measuring devices Justification: No physical or derived measurements exist of the process or the final product delivered to the customer. *Note: Apex Translation, Inc. recognizes that the only permissible exclusions to ISO 9001 are to be claimed under the requirements of clause 7 of the standard.
10 NORMATIVE REFERENCES ISO 9001:2008 Quality management systems Requirements EN 15038:2006 Translation services Service requirements (Ref. Appendix 1) Detailed Description of the Apex Production and Quality Management Process
11 A) COP-01: Request for Quote, Proposal, and Contract Review
13 B) COP-02: Translation Planning
14 C) COP-03: Assignment to Translators
15 D) COP-04: Translation Accomplishment
16 E) COP-05: Proofreading Accomplishment
17 F) COP-06: Project Manager s Final Review
18 G) COP-07: Delivery to the Customer
19 H) COP-08: Project Completion for Accounting
20 The main SOPs supporting this process are the following five: A) SOP-01: Client Issued Changes
21 B) SOP-02: DTP (Desktop Publishing)
22 C) SOP-03: Translator Control/Evaluation
23 D) SOP-04: Customer Satisfaction
24 E) SOP-05: Management Review
25 Quantification and Measurement of Translation Quality Apex demands that its translators never deliver any translation that exceeds a Overall Document Weighted Score (ODWS) according to the SAE J2450 Translation Quality Metric. To enforce this standard we do not rely on Quality Assurance alone. At Apex, there are several postproduction checks and controls in place. These are: 100% of our translations go through final proofreading by a qualified linguist, who is not the translator. The proofreader checks for completeness and correctness of the translation, as well as for spelling, punctuation and syntax errors, or unusual style. Errors are either corrected by the proofreader or the translation is sent back to the translator for repair. Approximately 30% of our translations are also proofread by a second proofreader. Approximately 5% of our translations undergo random sample checks by our Chief Linguist. If any errors are found in these samples, the translation is returned to the proofreader. Error scoring methodology and error limits: SAE Recommended Practice J2450 (Translation Quality Metric) is a consistent and industry-wide recognized method for measuring translation quality. Here is how the Metric works: SAE J2450 has seven error categories. Each one is associated with two scoring levels: Serious and minor. The following table is a summary of the error categories and their error points for the serious and minor scoring levels: Error Category Error points serious Error points minor Cat. 1: Wrong term serious 5 points minor 2 points Cat. 2: Syntax error serious 4 points minor 2 points Cat. 3: Omission error serious 4 points minor 2 points Cat. 4: Grammar error serious 4 points minor 2 points Cat. 5: Spelling error serious 3 points minor 1 point Cat. 6: Punctuation error serious 2 points minor 1 point Cat. 7: Miscellaneous error serious 3 points minor 1 point The assignment of minor and major error points to the various error categories that occur in a translation allows an accurate assessment of the Overall Document Weighted Score (ODWS), which is a quantitative assessment of a translation s overall quality.
26 The following equation applies: ODWS = total number of error points divided by the number of words in the document For example: If a 500-word document as received from the translator contains 1 syntax error (serious), 2 punctuation error (minor) 1 wrong term (serious) The total number of errors are 4-2 serious ones and 2 minor ones, resulting in a total of 11 error points according to the values in the table above. This equates to an Overall Document Weighted Score of: 11 [error points] divided by 500 [words in the document] = This score would not be acceptable. Apex applies the following limits to their quality procedures: Error score: Action: 0.02 We guarantee that none of our translations provided to our clients will ever exceed this ODWS value. While we consider an ODWS score of 0.02 realistic due to the fact that language production is not precision engineering and must heavily rely on human work, focus, and attention, we consistently score significantly lower. Indeed, about 95% of our translations contain zero errors or very few minor ones (see below) Three occurrences of exceeding this limit will lead to the exclusion of an approved translator from our approved translator list If a translation is received from a translator that has after a cursory evaluation by the proofreader errors that result in an ODWS score of > the translation will be sent back to the translator for correction and re-submission before any additional proofreading is done on this translation. This data is entered in our database Maximum permissible ODWS score for a test translation submitted by a new, unapproved translator. zero to ODWS Score after proofreading has been completed. 95% of the translations we deliver to our clients fall within this range. zero Zero errors are allowed during a random sample check by our Chief Linguist. If any errors are found in these samples, the translation is returned to the proofreader.
27 We also use the error definitions of J2450 as a definition of objective and verifiable translation errors in contrast to subjective and preferential changes or changes to any of our translations that are not supported by the original source text we were given to translate. Apex uses Standard Work Instructions (SWI), which provide detailed guidance to translators, proofreaders, and project managers on how to apply our QA/QS System in a system-conform manner. If you wish to receive any or all of these for your review, please contact us at your convenience. If you have any questions concerning our Quality Management System and/or Production Procedures, please contact our Chief Linguist, Florian Deltgen, PhD, PD, at ext. 25. RECRUITMENT AND VALIDATION OF TRANSLATORS, REVISERS, PROOFREADERS, AND REVIEWERS. Apex Translators must meet all competences required under EN 15038, 3.2.2, respectively, and Translators must be native speakers of the target language and have verifiable subject matter expertise (SME). Apex Revisers must meet all competences required under EN 15038, 3.2.3, respectively, Revisers must have linguistic competence. However, while SME is not required under EN 15038, all Apex Revisers must also have a reasonable level of SME. Apex Reviewers must meet all competences required under EN 15038, 3.2.4, respectively, While reviewers do not need to have knowledge of the source language under EN 15038, Apex Reviewers must have a reasonable level of understanding of the source language in addition to their SME and target language knowledge. Apex Proofreaders, as defined in ASTM , shall be competent to check a translation for linguistic correctness, i.e. spelling, syntax, punctuation, and grammar errors, correct formatting and proper flow and style. While proofreaders do not need to have source language knowledge or SME according to ASTM or EN 15038, Apex Proofreaders should have target language fluency, plus a reasonable level of source language knowledge and SME. A reviser, reviewer, or proofreader must never be the same person as the translator for the same project. Apex s requirements for revisers, reviewers and proofreaders meet and exceed those of EN 15038, ASTM , and ISO For practical reasons, Apex s requirements for revisers, proofreaders, and reviewers are the same as those for translators: having all these capabilities present in translators, revisers, reviewers, and proofreaders allows Apex to combine checking for content completeness and correctness, proper subject matter area (SMA) terminology, and linguistic correctness such as grammar, spelling, punctuation, syntax, and style in one single process step and to use one and the same person to perform all of these control functions prior to delivery. This saves time and cost, and produces higher consistency levels. Internally, we call this function proofreading and the person who performs it proofreader.
28 The following steps describe our translator selection and validation process. The qualification requirements for Apex translators are the same as for Apex proofreaders.
29 MONITORING TRANSLATOR AND PROOFREADER PERFORMANCE Independently working proofreaders are called upon to inform the Chief Linguist if they detect a significant or permanent drop in a translator s overall performance. The Chief Linguist himself will perform random sample examinations of translations with the objective to detect any drop or discontinuity in translator and/or proofreader performance. If he detects any significant drop in translator or proofreader performance he will approach the translator or proofreader and bring the deficiencies to their attention asking for causal analysis and substantive assurance that and how the translator/proofreader will make sure that the fault identified will not be repeated. If a translator is found to exceed the Apex ODWS score of for the third time, he may be temporarily barred from use by PMs. If no significant improvement is detected in the translator s performance, the translator will be permanently barred from use for a specific task or SM or the translator may be permanently barred from use.
32 Typical Apex workstation with multiple screens that allows synoptic view of up to 16 documents. This facilitates comparing documents and greatly enhances the proofreading and editing process.
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