1. Thessaloniki 20061 Quality Management in Interpreting Sylvia Kalina Cologne University of Applied Sciences

2. Thessaloniki 20062 Overview 1. Principles of Quality Management - definitions, service quality, quality and CI 2. The Interpreting Process - model, empirical research, results 3. Practising QM in CI

3. Thessaloniki 20063 Definitions of Quality (ISO) Product which is ‚fit for the purpose‘ Totality of features or characteristics of a product that bear on its ability to satisfy a given need

4. Thessaloniki 20064 Principles of Quality Assurance (ISO) … focused on providing confidence that quality requirements will be filfilled …serves for measurement, analysis and improvement … seeks to respond to the needs and expectations of customers

5. Thessaloniki 20065 A Process Model of QM (ISO) 8 Principles, among which : Process approach to achieve desired result more efficiently Continual improvement as a permanent objective

6. Thessaloniki 20066 The Quality of Services Relative quality: measuring up to predetermined standards and meeting those standards time and again Consistency Conformity (Sallis 1996)

7. Thessaloniki 20067 Procedural Concept of Quality Continuous improvement Concentration on excellence (Sallis 1996) Fitness for purpose Meet specifications of customer Fulfil own stated objectives (Harvey & Green 1993)

8. Thessaloniki 20068 Service Characteristics (Bruhn 2004) Immateriality Intangibility Indivisibility Transience External factors to be integrated Given location Individuality, variability

9. Thessaloniki 20069 Quality and Conference Interpreting Product analysis and relativity (ST vs. TT) Capacity and quality (measurability?) External conditions and quality Focus on TT

10. Thessaloniki 200610 The ideal target text F. Pöchhacker (1994): A text which fully fulfills ist function, i.e. A text which is optimally understood by its recipients. M. Viezzi ( 1999): „Usability“

11. Thessaloniki 200611 Interpreting products and their characteristics Textuality characteristics (H. Bühler 1986) Correctness, Coherence, Comprehensibility Aedequacy, (terminology, style,communication) completeness, accuracy, no distortions, consideration of extralinguistic factors (B. Moser-Mercer 1996)

12. Thessaloniki 200612 Andrzej Kopczynski (1994) Contextual and situative variables : Technical conditions Work load Framework of discourse Communicative framework

13. Thessaloniki 200613 Authentic corpus studies From M. Lederer (1981): Transcripts To A.R. Vuorikoski (2004): Interpreting at the European Parliament … as well as Diriker, Pöchhacker, Kalina …

14. Thessaloniki 200614 Limits of product research Authentic data are rare, problem: presentation of data Heterogeneous products, situations and settings are very different (EP, technical conference, TV) Research ethics Detection of underlying causes ?

15. Thessaloniki 200615 Interpreter surveys L. Anderson (1979) : „Do interpreters work better when they have been given preparation material?“ Interpreters‘ reply: „No“. But: Lamberger-Felber (1998) found: they do! Relativity of findings

16. Thessaloniki 200616 User surveys...... and relativity Bühler, Kurz, Gile, et al. Mack & Cattarruzza, Vuorikoski AIIC Study (1995)

17. Thessaloniki 200617 Dimensions of the interpreting process Pre-process (anything that comes before the act of interpreting) Peri-process (external factors during the act of interpreting) In-process (the act of interpreting and its product) Post-process ( anything that comes after the act of interpreting)

18. Thessaloniki 200618 Pre-process Observation Theoretical description of methods of preparation : Phases, methods, procedures Empirical observation: interpreter tools, work flow... To be continued with in-process analyses

19. Thessaloniki 200619 Some Hypotheses 1. Preparation has an effect on IQ 2. Methods of preparation vary 3. Safety as a priority 4. Dependence on source text formats 5. Preparing for A into B differs from preparation for B into A

20. Thessaloniki 200620 Some preliminary results Interpreters keep no documentation Ealry preparation is thematically driven, in- process preparation is mainly search for terminology Room for improvement of organisation of knowledge resources Need for safety is confirmed: numerous multiple entries in manuscripts

21. Thessaloniki 200621 Practising QM More research required Self-documentation QM standards Quality management for interpreting services is attainable

22. Thessaloniki 200622 ÖNORM 1202f. Specific to interpreting Minimum requirements for working conditions (1202) Handling of contracts (1203) … Similar efforts underway in Germany (DIN)

23. Thessaloniki 200623 Documentation of QM Self-assessment on basis of transparent criteria Definition of interpreters‘ own objectives Documentation of QM on Websites

24. Thessaloniki 200624 Thank you! Any suggestions to be addressed to: Sylvia.Kalina@fh-koeln.de