I am often surprised to hear that Localization managers are not happy with the level of service they are receiving from their translation vendors. Frequent complaints about missed deadlines, poor linguistic quality and unresponsive project managers seem to be the norm. Then when I ask about their prices I wonder why they wish to stay with the same vendor when receiving such a bad level of service. To add insult to injury when the words Translation memories or translation savings are mentioned they seem unaware of the idea. Similarly with Managers complaining of prolonged schedules the same question springs to mind, “Why stick to the same vendor with such a poor level of service”.



The main reason why these Managers are reluctant to change is the risk involved which outweighs the unknown reward. To lower this risk and have visibility of the partial benefits of two or multiple vendors why not protect your Translation assets thus ensuring full independence when out-sourcing. While maybe being a little more labor intensive the multiple vendor model keeps current vendors more competitive and allows you to easily draw comparisons on the level of translation services you are receiving. How can you possibly tell how fast your vendor is, the competitiveness of their prices and the efficiency of their processes with a single vendor model?

Implementing the multiple translation vendor model?

The first thing to do is to request your Translation memories. Most reputable vendors acknowledge the importance of clients requesting Translation Memory imports to protect their intellectual property while at the same are not worried about entering the competitive vendor model because of the confidence they have in the level of their translation services.

Remember you have every right to your Translation Memories as it is your intellectual property.

1. Phase in alternative translation vendors.

Ask an alternative translation vendor for a quote and your current vendor for a quote. If you have supplied the Translation Memories you will have a direct comparison of the price per word rates and the savings from using the Translation Memories. If the Translation Memories are not supplied at least you will have a comparison of the rates. You will also have clear visibility on additional services you are being charged for e.g. Project Management

2. Hire the alternative translation vendor on a test project

This is a good way to measure quality and customer service.

3. Phase in more projects to the alternative translation vendor

Provided you are happy of course phase in more work to your second vendor.

Quality, Turnaround and Cost

All vendors profess a quick turn around, high quality and unbeatable prices so at least now with the multiple vendor model you can draw your own comparisons. It may be helpful to keep a checklist or post-project feedback form to collate all criteria scores over a period of time. Apart from the quality, price and turnaround other effective criteria that may be selected are responsiveness, relationship, due diligence, reporting and technology.

A good vendor can help you draw up these checklists free of charge and help you phase in a higher level of translation services.

With regard to quality you may not have the luxury of your country reviewers to judge this but there are other methods which good vendors can guide you through. Extensive quality criteria are always recommended.

With regard to cost, apart from having lower rates good vendors have no hidden costs with regard to the pre-project quote, that's right, no Project Management costs and no update costs within reason. Due to due diligence vendors can negotiate any grey areas of the project at the Quote stage, still remain competitive and avoid any nasty surprises for the client with the invoice.

At all stages the client has to right to the analysis files (Trados, Catalyst, FrameMaker etc.) should receive a clear explanation if still in the dark.