At oneword, we believe in the principles of good customer service and quality. We are proud that in the last financial year, we received an overall rating of 1.1 (very good) for our quality of service from our top 20 clients.
Our highly trained and motivated team, highly qualified translation partners and mature, flexible translation processes enable us to handle countless translation projects day in, day out, to the complete satisfaction of our clients. And because we are certified to the ISO 17100 standard, our clients can rest assured that they receive a quality product from us every time. Why is this?
Contrary to what is often assumed, ISO 17100 doesn’t provide strict specifications or definitions of translation quality. Quality is subjective and means something different to every client, and in many cases there may even be different requirements of translation within the same organisation. As you probably know, in the case of products, services or documents which are only needed for unofficial and internal communication, the translation will be subject to different criteria to save time and money. On the other hand, an imperfect translation on a website, in a product description or in operating instructions may have serious consequences, such as damage to the company’s image, costs for liability, or in the worst-case scenario, personal injury. So it’s important to identify the level of quality needed, and we respond to the client’s individual quality requirements in line with the principle that “quality is when the product is fit for purpose”.
ISO 17100 is a process standard which requires certified service providers to do much more than simply have a translation revised by a second translator (sometimes referred to as the ‘four eyes principle’). By defining requirements for the training of project managers, the selection and qualification of translators and revisers, and the design of translation processes, it guarantees that everyone involved in the process is ideally qualified for their particular role. A team of highly qualified translators and project managers ensures that your documents are translated to native-speaker standard and without errors. At oneword we don’t use students or non-trained translators to translate or revise your documents. Instead, we believe it’s important that our translators have the right linguistic and technical training and several years of experience in the translation industry. All our project managers also have a university degree in translation or linguistics.
In addition, ISO 17100 requires us to reach, document and adhere to agreements with our clients at every stage of the process. At oneword, the whole translation process is geared towards the individual customer. The process is defined in such a way that the requirements of ISO 17100 and the client’s specific needs are met at every stage and by every person involved. In this way we achieve the result and the quality that you expect.
We have been putting this principle of customer focus into practice ever since the company was first established. We are regularly assessed by independent certification authorities and industry audits, which confirms the effectiveness of our efforts and gives discerning clients the reassurance that we offer certified dependability.