Kawalan Kualiti

At Raffles Translation, we are committed to providing the highest quality to our clients to exceed their expectations by focusing on two aspects, namely, the right people and the right system.

The Right People

We test and recruit only skilled language experts based on accreditation in recognized professional associations, referrals, testing results and their respective industry-specific experience. Jobs are assigned only to those that work only in native language and based only on their past professional experience in the subject. Upon completion of a project, every translator will be reassessed for his/her performance before a new assignment is given to them.

The Right System

At Raffles Translation, we have developed in 2006 and since then have been implementing a Total Quality Management System that features constant ongoing reviews from quotation of a project through to its final delivery and make sure that every project completed and delivered will meet the top quality standard to the full satisfaction of a client.

The combination of the right people and the right system is a double guarantee of a high quality translation. This relies, however, on the effective implementation of a quality control process.

Quality Control Process

Our proven quality control process is shown as follows:
Analyzing a Project
Upon receiving a project, a Project Manager will be assigned to take charge of it. He will, in conjunction with the QA Manager, conduct a preliminary analysis of the project in terms of content, style, terminology, media, formatting, etc. in order to ascertain the area of discipline involved and lay down guidelines for doing the project.
Setting up a Project Team
Once the nature of a project is defined, the Project Manager will identify the most qualified and appropriate personnel to form a project team that consists of the Project Manager himself, a translator (or more translators if a large project is involved), an editor/proofreader (or more editors/proofreaders if a large project is involved), a DTP specialist, an IT specialist and a QA Manager.
Creating quality a Glossary
Creating a glossary for a specific project is a prerequisite or guarantee of its translation. We have therefore developed effective resources to control the technical terms for providing value-added service. This mainly includes (1) extracting technical terms and the terms of frequent occurrence from original files and creating a glossary by a) using standard translations available for certain industry or area from technical dictionaries; b) searching for latest technical terminologies on Google, “googling”; c) developing and accumulating China-Link’s own database of terms and glossaries that can be extracted by customer, product, industry or area, etc. (2) using CAT tools such as TRADOS, Wordfast or other appropriate tools so that the same and consistent terms can be used for all the documents.
The glossary is to be created by members of the project team and finalized by the Project Manager.
Following the creation of a glossary, one or more native professional translators of the target language with the required academic background will be chosen to perform the translation in accordance with the guidelines and glossary determined by the Project Manager. Specialized in the area of the project, translators have an extensive library of resources concerning the relevant use of the specialized terminology. Their key task is to produce an accurate, fluent and elegant translation in their own native language and to double-check the translation before handing it over for editing/proofreading.
During the course of translation, there is constant communication between the Project Manager and the translator; in case of a large and urgent project, the Project Manager is to take charge of the entire process by coordinating with and keeping all translators abreast of any issues arising from the translation.
This step involves localization and polishing of the translated text, when the editor(s) work with translator(s) to modify the translation in the context of culture, custom and habitual usage to bring the target language into line with the local practice. Without sacrificing accuracy, word for word translation is to be replaced by free translation or even copywriting in order to eliminate any trace of translation and make the translation read as if it were originally drafted in the target language rather than being translated from the source language.
After being edited, the translation will be returned to the original translator for review. The original translator may choose to challenge or object to an edit. All objections will be resolved between the editor and the original translator through consultation before the translation is forwarded to proofreaders for review.
Each text error or change is traced by using “track changes” tool in a file in order for the original translator to review.
Proofreading is mostly considered a key step for quality control. We therefore normally arrange for two proofreaders to review the well edited translation thoroughly, with the first proofreader, a source language native speaker, concentrating on array of glossaries and meanings, spellings, habitual usages, cultural implications, etc. while the second proofreader, a target language native speaker, will focus on fluency, consistency, appropriateness and completeness of glossaries and structures of the text as a whole. In a nutshell, the primary role of the first proofreader is to ensure that the target language accurately reflects the meaning of the source language, while that of the second proofreader is to ensure that all usages and style of writing are habitually correct and consistent.
Only when all the requirements are satisfied for the first proofreader can the translation be handed over to the second proofreader for review, otherwise, it will be returned to the editor for improving. The same applies for the second proofreader, that is, the translation will not be handed over for typesetting until it is fully satisfactory to the second proofreader.
Like editing, each text error or change is traced using the “track changes” tool in a file in order for the editor to review.
Typesetting (DTP)
Typesetting is also referred to as Desk Top Publishing (DTP). After proofreading is finished, our DTP specialist will process tables and graphics in the text by using FrameMaker, Illustrator, PageMaker, InDesign or other DTP software and check the result.
When DTP is involved for a project, following the editing/proofreading as mentioned above, a further check-up will be conducted before the artwork is signed off.
QA Reviewing
QA Manager will extract 10-20% of the DTP file to check that texts are professionally written and tables and graphics are embedded correctly.
If two or more than two errors are found in a single file, a 100% inspection will have to be conducted on the whole file, in which event, the file will be returned to the proofreader for double check.
The QA Manager may, as the case may be, either amend the file by himself or return it to proofreaders for review and amendment.
Seeking client’s comments
After translation is confirmed by the QA Manager, the end result will be sent to the client for comment or amendment (if any) before it is finalized. If there is no objection or comment from the client, the job will be deemed as accepted by the client.
Finalizing and Delivery
The translation will be finalized by QA Manager based on the specific comment or amendment of the client and finally delivered to the client either in a softcopy or hardcopy at the client’s option.
After-sales Service
After delivery of a project, we continue to serve the client on future updates of a translated document at a concession rate under our Long-term Loyalty Customer Program. In addition, a library of terminologies will also be set up for each client in relation to its future projects.
Quality Survey for Client’s Feedback
No matter whether it is a one-off task or an ongoing project, we would, following the delivery of a job, send our standard Customer Feedback Form to all our clients for their feedback on our service and welcome their candid comments and suggestions in order to further improve ourselves. This has helped us know where we are and how we can further meet and exceed their expectations for a long-term partnership.