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Dell Self-Certification QA Program

Dell Self-Certification QA Program . Driving Reduced Cost & TAT while Maintaining High Quality. Agenda. Current Status of Dell Localization Program Introducing Language Quality Services Introducing Self-Certification Tackling the Big 3 Lower Cost Higher Velocity Optimal Quality

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Dell Self-Certification QA Program

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  1. Dell Self-Certification QA Program Driving Reduced Cost & TAT while Maintaining High Quality

  2. Agenda • Current Status of Dell Localization Program • Introducing Language Quality Services • Introducing Self-Certification • Tackling the Big 3 • Lower Cost • Higher Velocity • Optimal Quality • Next Steps • Q&A

  3. Current Status of Localization Programat Dell.com

  4. Dell Translation Evolution • On path to reduce costs by 50% per word while improving quality & scaling volume 2X Cost per Word Volume 60 55 50 45 Volume (Millions) Cost per Word (Cents/Word) 40 35 30 25 20 FY09 FY10 FY11 FY12 KPIs

  5. Introducing…Language Quality Services (LQS)

  6. What is Language Quality Services? • Language Quality Services (LQS)is an independent business unit within Lionbridge that provides consultative language services for clients • Most Common Activities: • Linguistic Audits of software, help, documentation, Web content, packaging, audio, video, etc. • Subject Matter Expertise reviews for Life Sciences, Pharmaceutical, and Technical domains • Establishing baseline translation performance metrics • Style Guides, Glossaries, Internal QA Process and Metrics • Geo-political, cultural, content & market specific audits

  7. Introducing…Self-Certification

  8. Goal: Develop a Program to improvequality at source across a multi-vendor solution while aggressively driving down costs andincreasing velocity

  9. Dell Self-Certification Maturity Model Full Review ofAll Languages 3-Tier Review Model Self-Certification “Run” “Walk” “Crawl” • Establish PremiumQuality • Reduce Cost • Maintain Quality • Reduce Cost • Higher Velocity • Optimal Quality Business Objective: • Full Review of all Languages prior to deliver • Proof and Review responsibility begins to shift back to L10n Vendors • Testing and Training of Dell Qualified Linguists • Weekly Audits • Quality Calls • Management of Language Assets Key Steps:

  10. Self-Certification:Benefits

  11. Lower Volumes

  12. Reduced Cost • Represents $1M in annualized savings

  13. Higher Velocity • Introducing 3 day SLA in Q3FY13

  14. Optimizing Quality Minimal Variation in the Self-Cert Rate 99.65% to 99.88% 99.79% Average • Goal is to drive outlier languages to consistent high level of quality

  15. LQS Adapted Role • Execution of non-standard tasks • MT evaluation • TM clean-up • Focus onLow Volume/Low Quality Languages • Adaptaudits to focus on translator improvement • Escalation analysis • Support Self-Certification • Periodic increase of audit size • Encourage feedback • Glossary maintenance • Terminology management

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