ATC Conference - Sept 07 Using quality to influence the decision making of translation purchasers Jack Tsouramanis Sales Director, Bureau Veritas Certification UK

2 Bureau Veritas – ATC Conference 2007 Translation buyers’ market Technology Medical Advertising & Marketing Manufacturing Legal Government Financial 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Source: Common Sense Advisory, Inc 87% of translation buyers outsource most or all of its jobs Outsourced translation market in 2006 approx £4.8 Billion Estimated market growth at 7.5% p.a. Multicultural / Ethnic Trade Non Governmental Academic Multilateral Organisations Which sectors are buying language services?

3 Bureau Veritas – ATC Conference 2007 Examples of what we mean by quality?  Is the deliverable what the customer expected? ( Understanding the client specification )  Is it accurate? ( Use of competent staff )  Did you deliver on time? ( Project management )  Did you deliver on budget? ( Service level agreement )

4 Bureau Veritas – ATC Conference 2007 What are clients’ most important buying issues? Language capabilities Perceived Quality Technical capabilities Price Brand / Reputation Previous relationship Translation sample 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Source: Common Sense Advisory, Inc

5 Bureau Veritas – ATC Conference 2007 What are the key messages to prospective buyers? There is demonstrable commitment to manage quality, with a focused, ordered and systematic approach to your business. Fully defined and executed process in place to deliver a high quality service ( translating / checking / revision / reviewing / proofreading / final verification ) Mechanism to ensure you fully understand and can delivery against customer requirements Robust project management methodology employed Ensuring the professional competence of staff ( translators / revisers / reviewers etc. ) The provision of a detailed service level agreement The necessary resources and infrastructure is in place There is a culture of continual improvement and customer satisfaction

6 Bureau Veritas – ATC Conference 2007 Ultimately, the promotion of quality within your organisation will instil CONFIDENCE! in the mind of both prospective and existing purchasers, by demonstrating you are a professional and credible service provider.

7 Bureau Veritas – ATC Conference 2007 ► Competitive Advantage: 72.3% of companies with ISO 9001:2000 report a major competitive advantage. ► Improves Customer Demand: 33.4% of companies with ISO 9001:2000 report improved customer demand. ► Protecting Your Business: 69.3% of surveyed businesses that do not have ISO 9001:2000 say they have lost a customer bid or proposal to an ISO 9001:2000 certified competitor. Many of these companies said they didn’t know why they were losing the business until it was too late. ► Increased Credibility : You can generate a significant increase in business, as many companies will only deal with ISO 9001:2000 Registered or Complaint companies. Source – Dun and Bradstreet Survey And finally: Quality = Business !

8 Bureau Veritas – ATC Conference 2007 BS EN 15038