ATC Conference Presentation by Welocalize Lyn Carroll

lyncarrollsenior director,

global vendor managementPresentation to:

Promoting Productive Relations with Sub-Contractors + Integrating

Them with the Home Team

whoweare

•Founded 1997 by Smith Yewell

•#2 fastest-growing LSP, #4 largest US, #8 largest worldwide (source: CSA, 2013)

•120+ languages

•660+ employees

•12 global offices

•3 translation businessunits covering 4 major languages (Fr, De, Jp, Zh)

ourclients

664,020,009 translated words in 2012

top 10 languages = 62% of total words

1000+ external vendors used 2013 YTD

top 30 vendors = 45% of vendor spend

I need solutions tailored to

my exact needs!

I have tonnes of content in storage,

waiting for a cost-effective,

scalable solution...

Our clients want the solution, not to be told what their problem

is!

I need weekend coverage and 6 hour TATs!

I need quality at speed and at

the right price

I need translators who “get” our company voice

and can translate our message…

Success for our

Vendors

Success for

Welocalize

Symbiotic Relationship

Shared Destiny

• Collaborate to Succeed• Joint Innovation

Evolving

Together• Investment in Relationship

• Mutual Support• Mutual Trust• Sharing ideas, technology

Common Goals

• Business Success• Profitable Scale• Happy Customers• Happy & Healthy Company

Evolving Market

Requirements

Content increasing in

volume & variety

“Unlocking” previously

untranslated content

Expectations adjusting to Demand

Quality

Capacity / Scale

Turnaround Time (TAT)

Geography

Clients willing to pay for

ConvenienceMust see

value & return on

global content

Will not fund wasteful by-processes

State of the Market 2013

op

era

tion

ale

xcellen

ce

The 3 Disciplines

OPERATIONAL

EXCELLENCE• best price,

most convenience

PRODUCT LEADERSH

IP• best product

through innovation 

SEEK TO EXCEL IN ONE, BE

COMPETENT OR

BETTER IN THE

OTHERS

CUSTOMER

INTIMACY• best service

for particular market sector

Treacy & Wiersma, 1993, Harvard Business Review

OpExA strategic approach to

driving out waste creating value

MINIMISE COST + MAXIMISE

CONVENIENCEfor our customers

op

era

tion

ale

xcellen

ce

op

era

tion

ale

xcellen

ce

Vendor OpEx Maturity Factors

No Reductio

n in Service

or Quality levels

Predictable Performanc

e

Profitable Growth &

ScalePartner with

vendors who

are aligned with

our vision & will

evolve with us to meet the

changing needs of our clients in the

global market

wh

yevolv

e?

COSTLY, OBSOLE

TE PROCESSES

REDUCED

• PRODUCTIVITY

• PROFITABILITY

• CAPACITY• WALLET

SHARE• RELEVANCE

wh

yevolv

e?

In 2013, three of our vendors who failed to evolve have gone out of

business

Federico NolascoBraz. PortugueseLatAm Spanish

Canadian FrenchMinority langs. of

the Americas

Brigitte Guillalot-Halpin / Sonja BrassFrench & German (all variants)

Ainara Ormazabal Iberia & Italy

Middle East & Africa

Eithne HaganE. Europe inc. Russia

Central Asia

Annette LeeNordicsDutch

English (all locales)Celtic languages

Tomoko Oyama Japanese, Korean

SE AsiaIndian Subcontinent

Pacific langs.

Alex Matusescu / Rina Zhang All Chinese locales

talent sourcing + screening rate negotiation

onboarding skills matching

capacity analysis volume assignment

demand planningpurchasing analytics

vendor relationship management, feedback + development vendor performance (quality, service, cost) audit + CAR

Global Vendor Management TeamEvery vendor is assigned a

GVM Relationship Owner

GVM responsibilities

Backed by a global team of researchers and

recruiters

weengage

Annual Vendor Summit

Vendor Technical Summit

LocLeaders Forum

Client summits

F2Fs

• top vendor partners from all regions

• for vendor developers

• client, vendor & Welocalize sales & ops representatives

• Facilitated by Welocalize

• At conferences• On vendor sites

Global Vendor Management

OpEx enables focus on Core, Value-Add Activity

Client Multi Language Vendor Single Language Vendor Freelance translators

Tr ansl at ion Suppl y Chain

Administrative data

Request

Quote

SOW

Purchase OrdersProject Tracking

Work assign.

Invoicing

Status

wedriveoutwaste

weinnovate

• Welocalize/vendor systems interoperability

• Process consulting• Automation workshops for vendors

Develop connectors Less file shuffling, data entry More time for core, value-add work

Supporting vendors

Supply chain productivity initiative− error checking, terminology compliance tools− MT PE training, scoring, productivity tracking

Vendor portal− streamlined financial workflow− profile management

Interoperability & connectors − access to dev team for requirements definition− vendor developer forum, online & in person

MT/CAT/GMS technology− dedicated supply chain training & development

managers on language technology team (MT/CAT)

− Focused on MT enablement of supply chain− GlobalSight

glo

bals

igh

tadvantage

sopen-source

community support

free to download, install + try

industry-driven

standards-driven

Integrated with OmegaT

weMT

• weMT reduces TTM for standard + agile localization processes

• weMT delivers “on-demand” services for blurbs, “live” content + UGC

• machine translation (MT): productivity tool in the global content supply chain

weMT for vendors• Training on evaluation of MT output

quality via human assessment + automated scoring

• Training of post-editors for various engines’ output

• Solicit engine training feedback to the MT developers + engine training teams

• OmegaT integration

What does OpEx mean for our

a means to do More with Less

Evangelising move away from the manual, eliminating waste, maximising value – first followers

Vendors need to see demonstrable value to buy in

Productivity boost -

A jump-start on experience unlocks wider pool of resources shortens ramp-up & learning curve increase capacity, scale faster, more

predictably Ultimately,

reduces the cost of doing business

vendors?

weevolve

What you can’t measure, you can’t

manage− Use analytics to enable decision-

making – know what drives your

productivity, identify & eliminate

waste Value (R)evolution: Multicoloured Supply

Chain− Biggest asset is your ability to procure

resources− Focus on managing & growing a “plug and

play” resource bench that can deal with

high capacity demands at multi-tiered

quality & TAT SLAs

vendorsummit

wecollaborate

“This was my fourth Welocalize vendor summit. We’ve built up a

strong, deep, relationship with Welocalize over the years

& we firmly believe there are mutual benefits in taking part in the summit. It gives us a chance to meet up with the GVMs we work with all year. It’s good we can contribute to the way

we work together - helps us evolve & grow as a vendor.

This year we presented the connector we’ve developed in

collaboration with Welocalize, as part of an OpEx

initiative, to connect the Welocalize Vendor Portal with our project management system.

What I found most interesting were the presentations &

discussions on what everyone is doing to eliminate waste - how

technology is being deployed to achieve OpEx throughout the supply chain.

I’ve grown with Welocalize & they’ve encouraged me to adapt to new market demands. When we’ve needed to talk, we’ve talked.

It is really reassuring to know they will always listen & support us to evolve.

Welocalize does do things differently. They nurture the relationships with their vendors.”

- Chris Phillips, Account and Process Manager, STP Nordic

wechallenge

I consider Welocalize to be a progressive company, aiming at the future of translation & working on today’s developments to get there – especially interoperability! Of course, it provides a good

feeling if your client has an open mind in discussing daily issues, which Welocalize does.

This year, it was a superb vendor summit, I enjoyed every minute of it. What I like the most is the spirit

& energy that it generates, feeling like taking home so many ideas that I instantly want to share,

develop & implement right away!

- Raymund Prins, Founder/Director,

GlobalTextware

wetrust

“For two years in a row, Welocalize has invited STP to attend the Welocalize LocLeaders event. We’re not aware of any other MLV

that hosts such a forum & invites key vendors along. As one of

Welocalize’s strategic vendors, we gain a huge insight into the

entire supply chain & get an understanding of the challenges faced by end clients; how they view & tackle the

localization process. This enables us to explain to our translators why there are tight deadlines, budget constraints, why certain

tools are used.

On the reverse side, Welocalize’s top clients had the opportunity to quiz

us on how we work, how their decisions affect us on a daily basis.

This year’s event was hosted in the heart of London on the 28th floor of

the Millbank Tower - amazing views! There were 26 attendees from

Welocalize’s global clients, 14 Welocalize representatives & 3 of us from the supplier side – a perfect combination

for lively & educational discussions.

I was amazed at the transparency offered by all attendees and

it really encouraged people to get engaged. We welcome the opportunity to attend similar Welocalize events in the future.”

- Jesper Sandberg, MD, Sandberg Translation Partners

weinvolve

“…I felt flattered to be invited to this event; a very open & generous attitude from Welocalize, to have

their staff, clients & a bunch of their vendors share a day to talk about common challenges …

like MT, budget constraints, quality metrics, CAT tools, translator-reviewer consistency, TAT

pressures…

All topics were carefully chosen to enable us to view the localization chain from different angles: the

client, the LSP & the vendor. We are all streamlining processes & enhancing interaction

with a common goal: to achieve the best outcome for the end user.

The energy in the room was unbelievable, the atmosphere relaxed, the speakers were outstanding.

Meetings of this sort DO open up our minds to understand what clients do to overcome hurdles,

improve efficiency, & develop new strategies to tackle volume & reduce cost…”

- Betty Galiano, CEO, Ocean Translations

webrainstorm

Rely on supply chain for frontline reports

Encourage vendor collaboration Formal/informal forums for

solution-building together− Vendor Summit, Dev Days− Project/account forums− Process/workflow optimisation

workshops & webinars Foster Open Kimono with Welocalize

Quality Team & Translation Production Business Units (PBUs)

Solicit feedback on our solutions, seek new ideas – no sacred cows

A fail-fast mindset; share & share alike

We don’t have all the answers

weneedyou!

contact

[email protected]

senior director, global vendor management