Post on 20-Aug-2015
of organizations are in the proactive stages of maturity
Reactive Stages Proactive Stages
AD-HOC
Organizations at this stage are just beginning to respond to international market demands.
CONSCIOUS
Organizations at this stage are just beginning to realize all that is involved in multilingual communications.
BRUTE-FORCE
Organizations at this stage have a regular schedule of larger scope projects requiring more resources, technology and processes. Risks are tangible.
HIGH RISK
Organizations at this stage have so much invested in translation that they will continue to provide global communications. Awareness and management of risks are critical at this stage.
MANAGED
Organizations at this stage have a successful business process outsource (BPO) model for multilingual communications that has little to no points of pain.
MATURE
Organizations at this stage have well documented, successful, repeatable processes with stability and predictability.
TURNKEY
Organizations at this stage have a higher level of self-sufficiency and have internalized best practices of the multilingual communications industry.
Growth
Ris
k/R
ewar
d
80%
LSI Global Communication Maturity Model
of organizations are in the reactive stages of maturity
20%
Language Solutions Inc. n World Trade Center - STL n 7733 Forsyth Blvd. Suite 2200 n St. Louis, MO 63117 ph. 314-725-3711 n info@langsolinc.com n www.langsolinc.com
LSI Global Communication Maturity Model
REACTIVE STAGES – PERCEPTIONSIn the first 4 stages of maturity, it is important to understand and manage the shift in perceptions to avoid the pitfalls of the brute-force and high-risk stages:
Language Solutions Inc. n World Trade Center - STL n 7733 Forsyth Blvd. Suite 2200 n St. Louis, MO 63117 ph. 314-725-3711 n info@langsolinc.com n www.langsolinc.com
AD-HOC TO HIGH RISK
KNOWLEDGE • LIMITED EXPOSURE TO TRANSLATION PROJECTS
► • PROCESS AND COST AWARENESS• SOME TECHNOLOGY EXPOSURE
ATTITUDES • OUT OF COMFORT ZONE• ADDITIONAL RESPONSIBILITY ON
TOP OF OTHERS• SHORT TERM / 'ONE-OFFs’
► • PROFESSIONAL DEVELOPMENT IN GLOBAL AND CULTURAL COMPETENCY A POSITIVE
• OWNERSHIP OF RESULTS• CONTINUOUS / LONG-TERM
PERCEPTION • TRUST IS A GUT FEEL• COMMODITY PURCHASE / PRICE
► • TRUST BASED ON RELATIONSHIP• AWARENESS OF VALUE POINTS • EXPERIENCE FROM PAST PAIN POINTS
SHAPES PERCEPTION
Reactive Stages
AD-HOCCONSCIOUS
BRUTE-FORCEHIGH RISK
Growth
AD-HOC CONCIOUS BRUTE-FORCE HIGH RISK
SCOPE SINGLE PROJECTS REPEAT PROJECTSINCREASED VOLUME &
COMPLEXITIES
HIGH VOLUME HIGH COMPLEXITY
ORGANIZATIONONE
INDIVIDUALMULTIPLE
REQUESTORSMULTIDISCIPLINARY
GROUPSDEPARTMENTAL
FOCUS
PROCESS FOCUS
EXPERIMENTALCOST DRIVER AWARENESS
PROCESS IMPROVEMENT
TECHNOLOGY & AUTOMATION
BUDGET PRICECOST
EFFICIENCIESINVESTMENT IN
PROCESSESINVESTMENT IN TECHNOLOGY
Reactive Stages
AD-HOCCONSCIOUS
BRUTE-FORCEHIGH RISK
Growth
LSI Global Communication Maturity Model
REACTIVE STAGES – GROWTH MODEL
Language Solutions Inc. n World Trade Center - STL n 7733 Forsyth Blvd. Suite 2200 n St. Louis, MO 63117 ph. 314-725-3711 n info@langsolinc.com n www.langsolinc.com
LSI Global Communication Maturity Model
Language Solutions Inc. n World Trade Center - STL n 7733 Forsyth Blvd. Suite 2200 n St. Louis, MO 63117 ph. 314-725-3711 n info@langsolinc.com n www.langsolinc.com
Reactive Stages
AD-HOC
Growth
1. AD-HOC STAGE – WHERE ARE YOU NOW?
SCOPE Low volume in one or two languages. Project driven; ad-hoc
ORGANIZATION Usually managed by one individual with other job responsibilities
PROCESS FOCUS Few or no processes are established — experimental at best. These processes would be based around the creation, development and deployment of source content
BUDGET Drivers of costs are unknown
LSI Global Communication Maturity Model
1. AD-HOC STAGE – RISK FACTORS
Limited awareness on what goes into purchasing translation services: Buyers cannot compare apples to apples in quotes, cannot define service levels needed or deliverables. No performance metrics expected.
No awareness of pain points on growth in this model.
Price determines purchase decision, regardless of outcomes. Buyers tend to purchase on a per word rate only, don’t question what is included or expected.
Project dissatisfaction because project requirements were never clearly communicated or known. Many buyers don’t know what they need at this time.
Language Solutions Inc. n World Trade Center - STL n 7733 Forsyth Blvd. Suite 2200 n St. Louis, MO 63117 ph. 314-725-3711 n info@langsolinc.com n www.langsolinc.com
Reactive Stages
AD-HOC
Growth
LSI Global Communication Maturity Model
1. AD-HOC STAGE – HOW CAN WE HELP?
Project assessment: we ask the right questions to determine exactly what you need. Established Client Mentor Program ingrained in our culture to assist organizations. The burden is on us to establish trust – let us prove our worth. Education on our industry to raise awareness and shape perspective. Tools and technology that fits your project needs. Process efficiencies at this stage are tactical.
Early adoption of Language and Design Readiness process efficiencies objectives (see our Global Readiness Audit). We help you grow through this model with less pain.
Language Solutions Inc. n World Trade Center - STL n 7733 Forsyth Blvd. Suite 2200 n St. Louis, MO 63117 ph. 314-725-3711 n info@langsolinc.com n www.langsolinc.com
Reactive Stages
AD-HOC
Growth
LSI Global Communication Maturity Model
2. CONSCIOUS STAGE – WHERE ARE YOU NOW?
SCOPE Still project driven, but more repeatable
ORGANIZATION Managed by individual(s) with other job responsibilities
PROCESS FOCUS Language Service Provider (LSP) is driving process improvements; awareness on best practices in the Language and Design Readiness categories
BUDGET Cost awareness is growing
Language Solutions Inc. n World Trade Center - STL n 7733 Forsyth Blvd. Suite 2200 n St. Louis, MO 63117 ph. 314-725-3711 n info@langsolinc.com n www.langsolinc.com
Reactive Stages
AD-HOC
Growth
CONSCIOUS
LSI Global Communication Maturity Model
2. CONSCIOUS STAGE – RISK FACTORS
Brand consistency is at risk when foreign languages are introduced. Loss of customer satisfaction with complaints on terminology usage. Process inefficiencies can lead to higher costs later upon repeat projects or
growth. Lack of structured guidelines and criteria for internal review of translation
threatens quality and timeframes. Not able to evaluate the strategy for purchasing translation. Can’t differentiate
between suppliers or evaluate them. Not aware of pain points at this stage. Opportunity for learning can be hindered by low cost suppliers unwilling and
unable to share best practices or any performance measures.
Language Solutions Inc. n World Trade Center - STL n 7733 Forsyth Blvd. Suite 2200 n St. Louis, MO 63117 ph. 314-725-3711 n info@langsolinc.com n www.langsolinc.com
Reactive Stages
AD-HOC
Growth
CONSCIOUS
LSI Global Communication Maturity Model
2. CONSCIOUS STAGE – HOW CAN WE HELP? Focus and Awareness on Translation Memory and Terminology management
becomes a key strategy to manage quality and consistency at this stage.
Recommendation of key objectives and metrics defined in the Language and Design Readiness category that will help you manage repeatable processes.
Mentorship to help identify areas of improvements in your processes.
Action plans and achievable goals for organizations to manage repeatable projects and drive improvements on their processes and reduce costs.
Relationship and trust built on outcomes and expectations rather than deliverables. Active listening: We listen to your point of view, needs and expectations.
Language Solutions Inc. n World Trade Center - STL n 7733 Forsyth Blvd. Suite 2200 n St. Louis, MO 63117 ph. 314-725-3711 n info@langsolinc.com n www.langsolinc.com
Reactive Stages
AD-HOC
Growth
CONSCIOUS
LSI Global Communication Maturity Model
3. BRUTE-FORCE STAGE – WHERE ARE YOU NOW?
SCOPE Projects become more complex and multidisciplinary
ORGANIZATION Need for multidisciplinary groups to perform tasks
PROCESS FOCUS Project efficiencies do not mitigate risk. More planning is needed to complete the task
BUDGET Cost efficiencies mitigate risk of overspending
Language Solutions Inc. n World Trade Center - STL n 7733 Forsyth Blvd. Suite 2200 n St. Louis, MO 63117 ph. 314-725-3711 n info@langsolinc.com n www.langsolinc.com
Reactive Stages
AD-HOC
Growth
CONSCIOUSBRUTE-FORCE
LSI Global Communication Maturity Model
3. BRUTE-FORCE STAGE – RISK FACTORS Risk of overspending. Process efficiencies on organization’s side are required to save on
costs. Working with immature Language Service Providers at this stage will keep you in this
stage of growth for a much longer period of time.
Reliance on local affiliates can be too much of an influence and introduce inconsistent brand messaging. May not adhere to schedule or guidelines and impact timeframes.
Risk of internalizing specializations to save on cost impacts outcomes.
Risk of losing momentum through push backs from upper management (resources).
Isolation of business units, divisions, or departments from each other can silo communication.
Manual production processes make project related information difficult to manage and track.
Language Solutions Inc. n World Trade Center - STL n 7733 Forsyth Blvd. Suite 2200 n St. Louis, MO 63117 ph. 314-725-3711 n info@langsolinc.com n www.langsolinc.com
Reactive Stages
AD-HOC
Growth
CONSCIOUSBRUTE-FORCE
LSI Global Communication Maturity Model
3. BRUTE-FORCE STAGE – HOW CAN WE HELP?
This stage usually warrants an interdisciplinary meeting focused on objectives and outcomes.
Mentorship and identification of the key objectives for your organization that are achievable in shorts periods of time. These are defined in the Content and Strategy Readiness category and will help you standardize processes.
Analyze and Report on cost efficiencies, growth and metrics that the organization can track for improvements.
Balanced Scorecard (outcomes and expectations) for relationship is reviewed quarterly. Includes metrics and opportunities for improvement.
Customized service, education, reporting and research according to your specific needs.
Language Solutions Inc. n World Trade Center - STL n 7733 Forsyth Blvd. Suite 2200 n St. Louis, MO 63117 ph. 314-725-3711 n info@langsolinc.com n www.langsolinc.com
Reactive Stages
AD-HOC
Growth
CONSCIOUSBRUTE-FORCE
LSI Global Communication Maturity Model
4. HIGH RISK STAGE – WHERE ARE YOU NOW?
SCOPE High volume; Scalability, Time-To-Market and Content Reuse becomes problematic
ORGANIZATION Organization is at turning point. Global messaging has been elevated to a key component of the organization’s strategy; need for a more dedicated staff
PROCESS FOCUS Centralized efforts may be desired, but lack of coordination and processes may further inhibit efficiencies
BUDGET Investment in technology, people and processes is key
Language Solutions Inc. n World Trade Center - STL n 7733 Forsyth Blvd. Suite 2200 n St. Louis, MO 63117 ph. 314-725-3711 n info@langsolinc.com n www.langsolinc.com
Reactive Stages
AD-HOC
Growth
CONSCIOUSBRUTE-FORCE
HIGH RISK
LSI Global Communication Maturity Model
4. HIGH RISK STAGE – RISK FACTORS Because global messaging is now part of the corporate strategy, it’s requiring new
processes which can consume more of internal resources. Without technology adoption, manual processes delay growth and progress. Siloed organizations have difficulty implementing centralized efforts;
organizational habits of individuals are varied and threaten plan to improve. Senior management buy-in can be difficult as budgets need to grow, while the
translation does not yet take priority in overall communication strategy. Purchasing department may want to consolidate vendors with a focus on price
only, putting quality at risk. Decisions by this department may not be aligned with global communication strategy and may end up costing the organization more.
Language Solutions Inc. n World Trade Center - STL n 7733 Forsyth Blvd. Suite 2200 n St. Louis, MO 63117 ph. 314-725-3711 n info@langsolinc.com n www.langsolinc.com
Reactive Stages
AD-HOC
Growth
CONSCIOUSBRUTE-FORCE
HIGH RISK
LSI Global Communication Maturity Model
4. HIGH RISK STAGE – HOW CAN WE HELP? Process management becomes a balanced scorecard approach, where defined
objectives, action items and metrics become a centralized and collaborative effort. Balanced Scorecard approach can help buy-in process by linking measures and
outcomes to organization’s metrics that have value for senior management. Work in collaborative effort with Purchasing department to identify their specific pain
points and achieve the needed solutions. Centralization around global communication strategy using objectives from all stages to
move the organization from unmanaged to managed stage.
Continued on next slide
Language Solutions Inc. n World Trade Center - STL n 7733 Forsyth Blvd. Suite 2200 n St. Louis, MO 63117 ph. 314-725-3711 n info@langsolinc.com n www.langsolinc.com
Reactive Stages
AD-HOC
Growth
CONSCIOUSBRUTE-FORCE
HIGH RISK
LSI Global Communication Maturity Model
4. HIGH RISK STAGE – HOW CAN WE HELP?(Continued from previous slide)
Technology identification and recommendations to facilitate automation in the workflow process and manage the content lifecycle.
Financial reporting can be more in-depth but also customized when the organization moves towards a centralized model of outsourcing.
Customized service, education, reporting and research according to your specific needs.
Language Solutions Inc. n World Trade Center - STL n 7733 Forsyth Blvd. Suite 2200 n St. Louis, MO 63117 ph. 314-725-3711 n info@langsolinc.com n www.langsolinc.com
Reactive Stages
AD-HOC
Growth
CONSCIOUSBRUTE-FORCE
HIGH RISK
LSI Global Communication Maturity Model
PROACTIVE STAGES – GROWTH MODEL
Language Solutions Inc. n World Trade Center - STL n 7733 Forsyth Blvd. Suite 2200 n St. Louis, MO 63117 ph. 314-725-3711 n info@langsolinc.com n www.langsolinc.com
MANAGED MATURE TURNKEY
SCOPE SCALABLE GLOBAL TAKES PRIORITY INTEGRATED
ORGANIZATION CENTRALIZED STRATEGIC DIVISION INGRAINED
PROCESS FOCUS DOCUMENTED AND STANDARDIZED
SYSTEMATIC CONTINUOUS
IMPROVEMENT
INNOVATIVE
BUDGET INVESTMENT TRACKING ROI REVENUE DRIVER
BRUTE-FORCEHIGH RISK
Growth
Proactive Stages
MANAGED
MATURE
TURNKEY
Proactive Stages
MANAGED
LSI Global Communication Maturity Model
5. MANAGED STAGE – WHERE ARE YOU NOW?
SCOPE Full optimized outsource model: High Volume; Scalability, Time-To-Market and Content Reuse are manageable
ORGANIZATION Organization is optimized for outsourcing large volumes of content; key personnel takes care of repeatable projects
PROCESS FOCUS Key processes are documented and standardized
BUDGET Investments have been made in technology
Language Solutions Inc. n World Trade Center - STL n 7733 Forsyth Blvd. Suite 2200 n St. Louis, MO 63117 ph. 314-725-3711 n info@langsolinc.com n www.langsolinc.com
Proactive Stages
MANAGED
LSI Global Communication Maturity Model
5. MANAGED STAGE – RISK FACTORS
Lack of regular communication audits to determine level of content required for baseline translation can threaten overspending and limited ROI.
Growing collaboration with local affiliates can threaten organization’s ownership and control of messaging and thereby, brand reputation and identity.
Technology investments may be too great or too little feasibility studies not performed.
Lack of business case built on decision to translate for a given market may cause opportunity losses.
Language Solutions Inc. n World Trade Center - STL n 7733 Forsyth Blvd. Suite 2200 n St. Louis, MO 63117 ph. 314-725-3711 n info@langsolinc.com n www.langsolinc.com
Proactive Stages
MANAGED
LSI Global Communication Maturity Model
5. MANAGED STAGE – HOW CAN WE HELP
Systematic reporting on key Strategic and Organizational objectives helps the organization at this stage to manage their translation workflow and gain insights into trends.
Standardization and documentation of processes can be facilitated and audited by LSI to help the organization self-sustainable in process management and improvement.
Further integration of the Balanced Scorecard approach across all departments.
Language Solutions Inc. n World Trade Center - STL n 7733 Forsyth Blvd. Suite 2200 n St. Louis, MO 63117 ph. 314-725-3711 n info@langsolinc.com n www.langsolinc.com
Proactive Stages
MANAGED
LSI Global Communication Maturity Model
6. MATURE STAGE – WHERE ARE YOU NOW?
SCOPE At this stage, scope of work may take more importance than domestic work. May be isolated to key divisions
ORGANIZATION Organization has key experts in place across key divisions that manage the localization processes; document and improve processes. Growth and learning recognized
PROCESSES Processes are documented and repeatable at applicable levels. Deployment through organization a focus.
BUDGET Budget involves investment into the process and improvement of enterprise-wide systems that include the localization process. C-Level visibility on ROI .
Language Solutions Inc. n World Trade Center - STL n 7733 Forsyth Blvd. Suite 2200 n St. Louis, MO 63117 ph. 314-725-3711 n info@langsolinc.com n www.langsolinc.com
MATURE
Proactive Stages
MANAGED
LSI Global Communication Maturity Model
6. MATURE STAGE – RISK FACTORS
End user expectations for continuous support and high quality messaging can lock organizations into long term plans; may not be able to commit ultimately.
Budget constraints may prohibit organizations from implementing analysis/survey/consultation of new target markets.
Initiatives on process improvement and deployment through organization get stalled and inhibit timeframes of global growth strategy.
Language Solutions Inc. n World Trade Center - STL n 7733 Forsyth Blvd. Suite 2200 n St. Louis, MO 63117 ph. 314-725-3711 n info@langsolinc.com n www.langsolinc.com
MATURE
Proactive Stages
MANAGED
LSI Global Communication Maturity Model
6. MATURE STAGE – HOW CAN WE HELP?
The organization is becoming more self-sustaining. We work in partnership with key personnel to find areas of improvement, report on findings to monitor and improve the process.
Through technology efficiencies, content routing is optimized. Translation Team management becomes an important aspect to ensure consistency, while handling larger volumes of work.
Further integration of the Balanced Scorecard approach within the company’s overall objectives.
Advise on Enterprise solutions to become more self-sustaining and move to Turnkey.
Language Solutions Inc. n World Trade Center - STL n 7733 Forsyth Blvd. Suite 2200 n St. Louis, MO 63117 ph. 314-725-3711 n info@langsolinc.com n www.langsolinc.com
MATURE
Proactive Stages
MANAGED
LSI Global Communication Maturity Model
7. TURNKEY STAGE – WHERE ARE YOU NOW?
SCOPE Multilingual Communications is a key strategic component of the business
ORGANIZATION Organization usually operates a separate Language Division to manage their multilingual communication business
PROCESSES Processes are Ingrained in the culture throughout the organization. Innovation spurs learning and growth.
BUDGET ROI driven
Language Solutions Inc. n World Trade Center - STL n 7733 Forsyth Blvd. Suite 2200 n St. Louis, MO 63117 ph. 314-725-3711 n info@langsolinc.com n www.langsolinc.com
MATURE
TURNKEY
Proactive Stages
MANAGED
LSI Global Communication Maturity Model
7. TURNKEY STAGE – HOW CAN WE HELP?
The organization is self-sufficient in managing multilingual communications. Translation Team Management becomes a key strategic core competency Active involvement in maintaining Quality Control in translation. Viewed as a Strategic Partner. We work in partnership with key personnel to find areas of improvement, report on
findings to monitor and continually improve.
Language Solutions Inc. n World Trade Center - STL n 7733 Forsyth Blvd. Suite 2200 n St. Louis, MO 63117 ph. 314-725-3711 n info@langsolinc.com n www.langsolinc.com
MATURE
TURNKEY
Reactive Stages Proactive Stages
AD-HOC
Organizations at this stage are just beginning to respond to international market demands.
CONSCIOUS
Organizations at this stage are just beginning to realize all that is involved in multilingual communications.
BRUTE-FORCE
Organizations at this stage have a regular schedule of larger scope projects requiring more resources, technology and processes. Risks are tangible.
HIGH RISK
Organizations at this stage have so much invested in translation that they will continue to provide global communications. Awareness and management of risks are critical at this stage.
MANAGED
Organizations at this stage have a successful business process outsource (BPO) model for multilingual communications that has little to no points of pain.
MATURE
Organizations at this stage have well documented successful, repeatable processes with stability and predictability.
TURNKEY
Organizations at this stage have a higher level of self-sufficiency and have internalized best practices of the multilingual communications industry.
Growth
Ris
k/R
ewar
d
LSI Global Communication Maturity Model
Where do you find yourself on the maturation model?
First step is to have a conversation with us to see if we are the right fit for you.
It’s about building trust first.
Language Solutions Inc. n World Trade Center - STL n 7733 Forsyth Blvd. Suite 2200 n St. Louis, MO 63117 ph. 314-725-3711 n info@langsolinc.com n www.langsolinc.com