22 March 2022
Quality as standard.
Aristotle said that quality is a habit, not an act. It’s very much the guiding principle behind linguistic quality assurance (LQA), where value is added through a highly structured iterative process aimed at removing mistakes and ensuring consistency.
But what exactly is this process and how does it work best? This white paper provides answers to three key questions:
Before getting into process details, it’s worth understanding a little bit more about LQA and why it has become an indispensable element of localization services in the 21st century.
The ever-increasing push towards automation is as much a feature of the localization industry as it is in any other. Advances in machine translation and the sophistication of translation management systems offer clients the opportunity to localize greater volumes at higher speeds for lower prices.
But, in the midst of this technologically accelerated workflow, how do we assure quality? Machine translation is undoubtedly improving at a rapid pace but it is far from error-free. Any reputable localization service provider (LSP) always recommends it is used only with a human post-editing stage, unless time or budget absolutely prohibits this.
Whether linguistic content is translated by machines, humans or a combination of both, it has to be migrated onto a technology platform such as an app, a software program, a game, a mobile or web platform. During both the translation and migration of content stages, errors almost inevitably occur. In terms of linguistic quality, common errors – referred to as “bugs” in LQA parlance – include:
When localizing for a critical product launch across multiple territories in a variety of languages, for example, identifying and rectifying these areas requires both a strategic understanding of the overarching goals alongside pinpoint precision in terms of data review and revision.
LQA aims to meet this need. Because this review stage is considered such a crucial part of the localization process, many clients insist on using an LQA service entirely separate to their original translation/localization provider. It ensures that quality checks are carried out in a completely transparent space, where any quality issues are assessed independently and without prejudice.
While a growing number of businesses understand the value of the LQA process, many who have not previously contracted this kind of service are unclear as to the different stages it involves. This white paper aims to fill that knowledge gap.
Although each LQA process is unique, it is reasonable to expect four key phases. These are:
When it comes to setting up an LQA workflow, the first thing to keep in mind is that each client has different needs and a different level of understanding about LQA. The process of setting up the workflow is not merely a process of asking what the client requires and responding with a list of relevant services.
LQA is a complex and relatively new field; sometimes clients without previous experience are unclear as to the scope of their requirements. Often, it is more useful for an LSP to open the dialogue by outlining the kind of services it offers and exactly how they address various issues.
Listening is a really important part of this process. An LSP of course must fully understand a client’s needs and goals in ordered to develop a tailored solution to meet them. This involves being realistic, pragmatic and honest – overselling the ability of technological solutions or raising unrealistic expectations of outcomes is to no one’s benefit.
The importance of this initial dialogue, in which both parties learn more about each other and define a shared set of goals and processes, cannot be overstated within the context of the overall success of the project. Pre-testing
Abraham Lincoln once said “Give me six hours to sharpen a tree and I will spend the first four sharpening my axe”. While the setting is usually less rural, the emphasis on the value of preparation is nevertheless equally valid within the context of LQA testing workflows.
In this phase of pre-testing preparation, seven key elements can be identified.
While each testing process is unique according to the pre-agreed specifications, the workflow follows a set of protocols which often contain many or all of the following stages.
Once testing is complete, the LSP provides the client with a complete report detailing all bugs and issues found during the testing phase. Three post-testing stages can then take place.
When discussions take place about how best to optimize the LQA process, the “agile” workflow is a paradigm that is often mentioned. It is certainly true that the ability to respond to issues as they arise and to continuously evaluate and recalibrate processes is at the heart of any successful LQA project.
The best kind of agility, nevertheless, is in fact built into workflows from the start. LQA providers with experience know that flexibility and responsivity are values that should be inherent in any workflow process and the platforms upon which it relies. Agile environment tools such as JIRA and Kanban boards help to facilitate this process.
While technology plays a huge part in the LQA process, optimizing it can perhaps be best understood with reference to the three core pillars of empirical process control: transparency, inspection and adaption. These pillars form part of the Scrum Guidelines, a framework initially developed in the 1990s to manage and develop products.
Whether the process is working well or badly, transparency is essential within the LQA workflow, so that both client and LQA provider can understand their responsibilities and are accountable for their actions. In order for transparency to exist, inspection by both parties should form an intrinsic part of the workflow. Following on from inspection, both sides need to understand when changes are required and how to adapt accordingly.
These principles are, of course, simple to understand yet hard to master. Yet to be transparent, to inspect and to adapt as part of a partnership approach between client and LQA service provider provides a guiding framework upon which continuous improvement in quality standards can be built. Aristotle, it is hoped, would have approved.
Alpha CRC is happy to help. We provide LQA and localization services to clients around the world, helping them maximize impact and improve returns on localized content.
