1. Dell Self-Certification QA Program Driving Reduced Cost & TAT while Maintaining High Quality

2. Agenda Current Status of Dell Localization Program Introducing Language Quality Services Introducing Self-Certification Tackling the Big 3 –Lower Cost –Higher Velocity –Optimal Quality Next Steps Q&A

3. Current Status of Localization Program at Dell.com

4. Quality99.5%99.7% On Time Delivery 80%93% 96% Duration (Days) 6.56.44.43.3 Dell Translation Evolution On path to reduce costs by 50% per word while improving quality & scaling volume 2X KPIs Cost per Word Volume 60 55 50 45 40 35 30 25 20 Volume (Millions) Cost per Word (Cents/Word) FY09FY10FY11FY12

5. Introducing… Language Quality Services (LQS)

6. Language Quality Services (LQS) is an independent business unit within Lionbridge that provides consultative language services for clients Most Common Activities: –Linguistic Audits of software, help, documentation, Web content, packaging, audio, video, etc. –Subject Matter Expertise reviews for Life Sciences, Pharmaceutical, and Technical domains –Establishing baseline translation performance metrics –Style Guides, Glossaries, Internal QA Process and Metrics –Geo-political, cultural, content & market specific audits What is Language Quality Services?

7. Introducing… Self-Certification

8. Goal: Develop a Program to improve quality at source across a multi- vendor solution while aggressively driving down costs and increasing velocity

9. Dell Self-Certification Maturity Model Business Objective: Key Steps: Establish Premium Quality Reduce Cost Maintain Quality “Crawl” “Walk” “Run” Proof and Review responsibility begins to shift back to L10n Vendors Testing and Training of Dell Qualified Linguists Weekly Audits Quality Calls Management of Language Assets Full Review of all Languages prior to deliver Reduce Cost Higher Velocity Optimal Quality Full Review of All Languages 3-Tier Review Model Self-Certification

10. Self-Certification: Benefits

11. Lower Volumes

12. Reduced Cost Represents $1M in annualized savings

13. Higher Velocity Introducing 3 day SLA in Q3FY13 FY09FY10FY11FY12 Quality99.5%99.7% SLA80%93% 96% Duration (Days) 6.56.44.43.3

14. Optimizing Quality Minimal Variation in the Self-Cert Rate 99.79% Average 99.65% to 99.88% Goal is to drive outlier languages to consistent high level of quality

15. LQS Adapted Role Execution of non- standard tasks –MT evaluation –TM clean-up Focus on Low Volume/ Low Quality Languages –Adapt audits to focus on translator improvement –Escalation analysis Support Self- Certification –Periodic increase of audit size –Encourage feedback –Glossary maintenance –Terminology management