Principle 4: Feedback
Providing feedback means advising your LSP of your satisfaction or dissatisfaction with the translations you receive, in an effort to facilitate problem-solving and continuous improvement. Feedback should help maintain an ongoing dialogue between you and the LSP, identify the best solutions and implement the most appropriate practices. Here are some tips on providing productive feedback and reasons why it helps you.
Eliminate doubt with a clear-cut feedback process
To ensure that your LSP receives your feedback and takes action, establish a straightforward process from the outset so that your managers know how to convey their comments and to whom. This will channel all feedback and questions to the language experts responsible for handling them, saving time. This approach helps to continuously improve your relationship with your LSP and the services you receive.
Compliance with feedback procedure translates into valuable data
If you want to compile all feedback given to your LSP to drive continuous improvement, you should encourage your people to follow the feedback process and explain why this makes sense. Your LSP will skilfully assess and document your suggestions and comments. Not having to do this yourself—or find someone else in-house who can—will save you considerable time. All the data compiled is used to assess overall performance against your indicators. You will see exactly how things are progressing, since all the feedback will have been consistently compiled from the beginning. The information gathered helps pinpoint key issues, making it a lot easier to build improvement plans.
Amended translations are saved in the LSP’s archives
To ensure that your LSP is aware of your preferences, be sure to systematically send them back any translations that were modified after delivery, for their records. This way, you won’t have to repeatedly make the same changes or re-explain your preferences: your LSP will analyze your revised versions and save them for future reference. This allows you to maximize savings by ensuring that the LSP has the most accurate and consistent files in its archives, as well as the greatest amount of reusable content.
A successful business relationship is a partnership
Once the foundation and the conditions for a successful business relationship are firmly in place, the relationship evolves into a true partnership, where you feel as though you are working with colleagues and not just a service provider.
The best LSPs know exactly how to become a natural extension of your team and organization. By developing closer and closer ties with you, they maximize quality, speed, compliance, security and savings for your benefit.
Find out more by requesting a free, no-obligation consultation.