Who can be certified by LinquaCert?
Translation agencies with in-house and / or freelance translators.
How must procedures and processes be described?
There are thirteen (13) procedures and two (2) processes that are subject to compulsory documentation. In addition, there is a procedure for creating, evaluating and releasing documents. The ISO 17100 is comprised of nine procedures that need to be described. The content of procedures can be summarized. The documentation is dependent on the size of the company and the level of IT support. It is possible that manuals are in the form of prose, flow charts and mind maps.
Which procedures and processes need to be described in accordance with EN 15038 and ISO 17100?
- Maintaining and upgrading required competences (relating to translation, governance, expert assessments, editing) (ISO 17100)
- Analysing and processing queries, project feasibility, providing quotations, concluding contracts with customers (EN 15038/ISO 17100)
- Documenting and passing on linguistic specifications (ISO 17100)
- Managing translation projects (EN 15038)
- Customer contract throughout the translation process (EN 15038)
- Internal quality assurance (EN 15038)
- Project verification with respect to the specifications (ISO 17100)
- Accounting and payment process (EN 15038/ISO 17100)
- Declassification and archiving (EN 15038)
- Archiving and compliance with all legal and contractual obligations (ISO 17100)
- Customer satisfaction and corrective measures (EN 15038/ISO 17100)
- Transparent and traceable project development (EN 15038)
- Information security (listing sensitive information, analysing potential risks, creating an action plan) and secure storage (ISO 17100)
EN 15038: For the processes of monitoring the quality of translation services as well as the corrective measures taken after delivery, figures need to be presented over a period of at least 3 months.
What is the difference between procedure and process?
A procedure is a description as to HOW individual standing operations are routinely performed. The level of detail includes steps that include employees, documents as well as hardware and software.
A process describes WHAT is being done and the detail is rather vague. Processes have defined output variables that are measurable.
What quality indicators are used? (EN 15038)
Indicators for monitoring the quality of service and corrective action after delivery (complaints) must be presented for at least one quarter.
Examples of translation quality:
Delivery performance based on the confirmed delivery date, translation assessment by expert lecturers (just as with school grades, SAE J2450)
Examples of complaints:
The value of contested contracts to sales, processing time of complaints
Must all orders be processed in accordance with EN 15038/ISO 17100 for certification?
Certification attests to the company’s ability to complete orders according to EN 15038. If mention of EN 15038/ISO 17100 is included in marketing materials, a client assumes that services will be offered and processed according to EN15038. Exceptions are possible and require a clear description in the contract documents (for example, in the offer or order confirmation).
Does ISO 9001 certification or customer satisfaction in addition to EN15038/ISO 17100 make any sense?
The ISO 9001 certification may be a prerequisite to access certain industries. ISO 9001 is the globally recognized standard for management systems and is well-known among buyers. The standard is based on the principle of continuous improvement and may be combined with ISO 9004 to provide for valuable synergies. On the other hand, the formal requirements posed by ISO 9001 are not necessary for pure translation services.
The certification in customer satisfaction is recommended for translation companies that have already performed thorough satisfaction surveys. With a rating for friendliness, commitment and reliability, sales activities are particularly very well supported by this certification and the translation company can also credibly emphasize its unique features in the market.