ATC Conference — Sept 07 Using quality to

ATC Conference - Sept 07 Using quality to influence the decision making of translation purchasers Jack Tsouramanis Sales Director, Bureau Veritas Certification UK

Translation buyers’ market Which sectors are buying language services? 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Technology Medical Advertising & Marketing Manufacturing Financial Government Legal Multicultural / Ethnic Trade Non Governmental Academic Multilateral Organisations • 87% of translation buyers outsource most or all of its jobs • Outsourced translation market in 2006 approx £ 4. 8 Billion • Estimated market growth at 7. 5% p. a. Source: Common Sense Advisory, Inc Bureau Veritas – ATC Conference 2007 2

Examples of what we mean by quality? § Is the deliverable what the customer expected? ( Understanding the client specification ) § Is it accurate? ( Use of competent staff ) § Did you deliver on time? ( Project management ) § Did you deliver on budget? ( Service level agreement ) Bureau Veritas – ATC Conference 2007 3

What are clients’ most important buying issues? 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Language capabilities Perceived Quality Technical capabilities Price Translation sample Previous relationship Brand / Reputation Source: Common Sense Advisory, Inc Bureau Veritas – ATC Conference 2007 4

What are the key messages to prospective buyers? ü There is demonstrable commitment to manage quality, with a focused, ordered and systematic approach to your business. ü Fully defined and executed process in place to deliver a high quality service ( translating / checking / revision / reviewing / proofreading / final verification ) ü Mechanism to ensure you fully understand can delivery against customer requirements ü Robust project management methodology employed ü Ensuring the professional competence of staff ( translators / revisers / reviewers etc. ) ü The provision of a detailed service level agreement ü The necessary resources and infrastructure is in place ü There is a culture of continual improvement and customer satisfaction Bureau Veritas – ATC Conference 2007 5

Ultimately, the promotion of quality within your organisation will instil CONFIDENCE! in the mind of both prospective and existing purchasers, by demonstrating you are a professional and credible service provider. Bureau Veritas – ATC Conference 2007 6

And finally: Quality = Business ! ► Competitive Advantage: 72. 3% of companies with ISO 9001: 2000 report a major competitive advantage. ► Improves Customer Demand: 33. 4% of companies with ISO 9001: 2000 report improved customer demand. ► Protecting Your Business: 69. 3% of surveyed businesses that do not have ISO 9001: 2000 say they have lost a customer bid or proposal to an ISO 9001: 2000 certified competitor. Many of these companies said they didn’t know why they were losing the business until it was too late. ► Increased Credibility : You can generate a significant increase in business, as many companies will only deal with ISO 9001: 2000 Registered or Complaint companies. Source – Dun and Bradstreet Survey Bureau Veritas – ATC Conference 2007 7

BS EN 15038 Bureau Veritas – ATC Conference 2007 8