Quality programme

Quality Assurance System

Quality monitoring

SMG UK operates according to the processes, technologies and management principles of its ISO-certified parent company Studio Moretto Group (SMG).

The SMG Quality Assurance System is UNI EN ISO 9001 certified. Our services are UNI EN 10574, 15038 and ISO 7100 certified.

SMG monitors and controls quality by means of the following:

• Verification and validation of the services.
• Client Satisfaction Surveys
• Key Performance Indicators (KPIs).
• Internal and independent audits

SMG manages projects via the SMGDesk platform, which allows all operational and organisational information to be monitored and shared with the client, ensures the prompt identification of non-conformities, and the implementation of remedial actions for their resolution and prevention. If they prefer, the client may send requests and receive updates and reports by e-mail or other preferred means.

The following input operations take place in SMGDesk, i.e. data logging or uploading requests and correspondence:

• Inputs from the client and our Project Managers (PMs): through SMGDesk, the client requests and evaluates the services and the PM manages them. The system thus acquires lots of information, such as deadlines, word counts, service details, complaints, etc.
• Inputs from our translators, who enter the following in SMGDesk:
  • Working hours and translations.
  • Suggestions for service improvement

 

Service quality control

SMG controls the quality of the service in progress by acquiring translator feedback and verification and validation by the reviser and PM, also carried out through specific highly advanced computational language systems (CAT tools, etc.).

 

Client Satisfaction

Clients can provide feedback and make complaints using the following:

• the client satisfaction questionnaire, which SMG sends via email;
• contact the PM via telephone or email;
• request a meeting with the PM.

For the purpose of continuous improvement of services, the Project Management Director monitors the client’s satisfaction level daily, as reported by the PMs and by the clients themselves. . They organise any remedial actions and Improvement Plans, which may involve the reorganisation of resources and processes.

The Project Management Director is available daily and proposes quality improvement meetings at least once every two months. These meetings are also be an opportunity to present the SMG statistical reports to the client.

 

Key Performance Indicators: KPIs

SMGDesk monitors service conformity by means of the monthly self-inspection of its data, submitting a report to SMG Management using Key Performance Indicators (KPIs), including:

• Quantity of text translated compared to quoted amounts, categorised by language, user nationality, intended use and level of urgency.
• Any late delivery of service.
• Lack of suitable translators: the system provides notification when the expertise of the translators available does not meet the client’s expectations.
• Absence of translators due to holiday or sick leave.
• Level of satisfaction indicated by the client and client end-users.
• Complaints by the client and by client end-users.

 

Audits

In order to verify the compliance of departments and suppliers, SMG:

• undergoes an annual audit by the URS Italia certification institute, which certifies compliance with the standards of Independent Auditor accredited by UKAS, a leading and internationally recognised accreditation body;
• conducts monthly audits on all its company functions;
• willingly takes Client audits into consideration.

 

Analysis reports and Improvement Plan

Clients may ask the PMs for reports on the services provided.

As an example, the report may contain the following information, with reference to the period indicated by the client.

• Statistics on the quantity and cost of services ordered, categorised by type, language, time of request, urgency, commissioning office and any other criteria to be included by the client.
• Details of each job: Translator’s name, applicant office, language, subject, date and word count.
• Personal records of the translators used.
• Level of quality expressed by the client and by the audits.
• Access to completed translations.
• Number of terms in the client’s custom glossary

The client may ask the PM for the following analyses and improvements, or view them in SMGDesk, which may entail, by way of example, an increase in personnel, training, fulfilment of legal requirements and the development of systems, technologies and procedures. In addition, the client may use SMG’s analyses to assess the requirements of their end users and request adjustments to the service and the number of languages.

• At the end of each month, SMG provides the client with the monitored data and the improvement actions for the following month, presented in a Monthly Improvement Plan.
• Each December, SMG submits the data monitored throughout the year and the improvement actions for the following year, presented in an Annual Improvement Plan.
• Prior to each service provided, and every December, SMG carries out a forecast analysis of the linguistic demands and socio-demographic context of the intended readership, taking into consideration official statistics and those provided by the client, in order to improve the service in relation to the following points:

• Inputs from our translators, who enter the following in SMGDesk:
  • Languages requested, frequency and volume of requests.
  • Communication requirements of the end users of the service.
  • Health and safety for workers.
  • Systems and technologies needed for the service