Our Process
Building quality into our processes, measuring the output to ensure stable, predictable performance, and continually improving over time are the cornerstones of our quality management system in which:
- Processes are standardized and documented
- Quality metrics are defined for each process
- Data is collected to show process performance, including quality of our output
- New theories are tested to improve processes
- Data is collected to track the effect of changes
- If the new theories are effective, standard processes are revised
Risk Management
Being an ISO certified language service provider requires that NLG demonstrate its ability to assess and mitigate inherent risks in delivering localization services. We categorize significant risks to service delivery and implement actions to mitigate these risks in the different areas of our business.
Resource Risks
1. Internal team members – Onboarding and ongoing training on tools, process, and client specifications
2. Outsourced resources – Use of translator profiles for proper identification, performance monitoring, and continuous feedback loops
3. Assigned translator teams – Consistent use of the same dedicated resources across projects for the client
Process Risk
1. Workflow – Project management system with hardwired workflow steps built into job chains
2. Quality and Accuracy – Multiple QA rounds during different phases of service realization
Continuous Improvement
We understand that each and every assignment is filled with opportunities to embrace a culture of continuous improvement. We are constantly striving to better ourselves, streamline our workflows, gain flexibility, and reduce the waste of time, cost, and rework. NLG measures the results of each client project by tracking:
- Quality of deliverables
- Service quality
- Communication
- Responsiveness
- Value for money
- Client satisfaction and more
Internal nonconformities or client complaints trigger our Root Cause Investigation (RCI) / CAPA process to identify the source of any problems, and implement revisions and corrective actions in collaboration with our clients.
