德诺翻译博客

Quality of Service

T-Oracle’s Commitments

  Adhering to the philosophy of “Quality First & Customer First", T-Oracle always holds that translation is a complex, painstaking and highly specialized process of creation, which requires not only the excellent language proficiency and rich professional background knowledge of our translators but also a rigid quality assurance system.
For each translation project, T-Oracle commits itself to ensuring:

  • Language and technical accuracy
  • Consistency of terminologies
  • Compliance with local culture and tradition
  • Prompt delivery
  • Strict confidentiality for the customers’ materials

 

Quality Assurance System

  The complete quality assurance system of T-Oracle consists of its rigid translator selection and assessment procedures, strict internal management system, strong technical support and scientific translation process.

1. Translator Selection and Assessment Procedures
Our rigid translator selection and assessment procedures enable us to constantly improve the level of our translation services. Thanks to our long-term stress on talent recruiting and cultivating, T-Oracle now boasts a large team of translation and management elites.

  Most of the full- and part-time translators of T-Oracle are high-quality talents, including professors from noted universities, experts from major research institutions, senior translators from various ministries, and masters and doctors from top universities. All these translators have been recruited from all walks of life, and have gone through screening, test translation and interviews by senior translators, reviewers, and foreign experts, and only those who have met our requirements are accepted. As we have learnt from our years of translation practice and management, the translation quality depends not only on the translators’ knowledge and skills, but also on their technical expertise. Therefore, we have developed our unique translator recruitment and assessment standard:

  1. Proficiency in at least one foreign language;
  2. A mastery of Chinese;
  3. An education background and degree of a particular field, relevant training, and rich work experience;
  4. At least three years of experience as a full- or part-time translator.

 

  T-Oracle objectively assesses and records a translator’s performance in each project in terms of his/her professional integrity and sense of duty, which determines whether he/she can join or remain in our translation team. Only those who stand out in the rigorous assessments are accepted or retained, hence the good reputation of our company.

 

2. A Sound Internal Management System

T-Oracle has established a sound internal management system, in which everybody knows his place and keeps it, thus ensuring our smooth operation.

  Our highly-qualified management personnel can solve all kinds of problems from our customers; our well-deployed employees can adapt to their particular jobs; and our experienced IT staff can solve various problems in computer application.

 

3. Technical Support
T-Oracle supports almost all versions of a wide range of software, which can meet the needs of different customers; Our large-scale LAN connection quickens both file transfer and file printing and storage; the in-depth IT applications not only provide vast information resources for our translators but also facilitates our communication with remote customers; the advanced CD burning technology can address the problem of limited disk space and provide a perfect solution for the storage and portability of large files; the high-resolution graphics scanners provide optimum image texts for our customers.

 

4. A Scientific Translation Process

  1. Project analysis: A senior translator preliminarily analyses the translation project, determines the scope and difficulty level;
  2. Establishment of a project team: A group of professional translators form a project team, and an experienced project manager is assigned;
  3. Development of a glossary of terms: Before the project actually begins, the project manager extracts the terms, translates them, and set up a uniform glossary of terms for all members of the project team to follow.
  4. While-translating: During translation, all members of the project team communicate with each other, and the project manager coordinates the whole translation process, thus ensuring the translation quality;
  5. Revising or proofreading: Final inspection by senior translators;
  6. Quality tracking: Upon completion of the project, a specially-assigned person promptly delivers the translation to the customer and tracks the quality. For any proposed modifications by the customer, the Translation Management Department shall promptly review them and earnestly make relevant modifications.

 

Customer Service Process

I. Project Communication
You’re welcome to contact T-Oracle by telephone, MSN, QQ, e-mail or online message, and our Customer Service Representative will readily answer your questions, make one or more translation proposals, and provide you with our quotation. For any interpretation project, you can interview our interpreters.

II. Establishment of Cooperation
Both parties generate the main body and details of the contract through interviews or discussion by telephone, e-mail or other means. If the terms are accepted by both parties, the translation contract will be signed.

III. Project Implementation
The customer provides the material to be translated and makes an advance payment. Then T-Oracle will assign professional translators to implement the project, during which the translators will listen to the customer’s feedback, communicate with the customer, and make adjustment accordingly.

IV. File Processing

Senior translator engineer(s) reviewing the translated file(s).
Professional personnel editing and typesetting the file(s) to make it / them beautiful and meet the customer’s requirements.
The translator(s) reading through the typeset file(s), checking for consistency and integrity, and eliminating any wrong spelling or figures to get the final draft.
The File Center printing, binding, or batch printing the final draft or burning it on CD(s) to get ready for final delivery.

V. Project Delivery
The Customer Service Representative delivers the final translation product(s) to the customer, who confirms the receipt and pays the outstanding balance as agreed in the contract.

VI. Project Summary
T-Oracle will solicit comments from the customer after the project delivery for quality improvement. A summary meeting will be held to analyze the success and failure in the project implementation and a written report will be developed for better project operation in the future.

VII. A New Round of Cooperation

 

Q & A

  Q: What services does T-Oracle provide to the customers?
A: T-Oracle is committed to providing our customers with multi-lingual, multi-disciplinary, high-quality, and highly-efficient translation, interpretation, and simultaneous interpretation services.

  Q: How can I send to T-Oracle the materials to be translated?
A: In the current information age, we encourage our customers to provide the electronic source files, which will greatly facilitate both translation and communication, or, you can send us hard copies or files stored in floppy disks, flash drivers, portable hard disks, MO, VCD or DVD by fax, express or registered mails. T-Oracle usually delivers its translation products by e-mail, which is quick and convenient. However, if the customer demands direct delivery for the sake of confidentiality, other methods of delivery are also available.
T-Oracle Service Hotline:

Tel.: 0755-25573325
Fax.: 0755-25579925
E-mail: 这个 E-mail 受所垃圾邮件程序保护,您需要启用 JavaScript 才能查看。

  Q: What advantages does T-Oracle have in its translation services?
A:T-Oracle’s advantages in its translation services mainly include:

1. Well-qualified translators and interpreters;
2. An excellent team;
3. Highly efficient organization;
4. Strict quality control;
5. Rich management experience;
6. Standardized methods of settlement

  Q: How are the prices determined for the translation services of T-Oracle?
A: T-Oracle publishes the prices for its interpretation and translation services on its website, which are adjustable according to specific situations. For translation projects, the final quotations will be determined as per the project difficulty levels and the deadlines upon receipts of the customers’ source materials or sample pages; for interpretation projects, the final quotations will be determined upon receipts of the customers’ schedules and specific requirements.

  Q: How are translation services charged?
A: In accordance with Specification for Translation Service Part 1: Translation, the word count for translation is usually based on the Chinese characters. For electronic files, the Chinese characters (excluding spaces) shown on Microsoft Word – Tool - Word Count shall be adopted, and the task less than 1,000 words shall be calculated as 1,000 characters. The word count of non-electronic files shall be calculated by pages, i.e. the number of lines in a page multiplied by the number of words in a full line, including the lines that are not full and the headline that takes a line.
The translation of certificates (such as ID cards, residence booklets, driving permits, business licenses, notary materials, certificates of origin, and packing lists, etc.) shall be charged by pieces.
For translation from a foreign language to Chinese, T-Oracle can estimate the word count of the target language based on industry experience so as to give the customer some idea of the cost. Upon completion of the translation project, the actual word count shall be adopted for settlement.

  Q: How does T-Oracle ensure the quality of its translation services?
A: Giving top priority to translation quality in its translation services, T-Oracle has established a complete quality management system in accordance with the ISO9001 standard.
T-Oracle strictly complies with Specification for Translation Service Part 1: Translation, Specification for Translation Service Part 2: Interpretation, and Target Text Quality Requirements for Translation Services. In any project, every member of the management team are required to strictly abide by these specifications, control the process, assist the translators or interpreters, and serve the customers. The comprehensive error rate of translation usually shall not exceed 1.5 ‰.
T-Oracle has many senior translators with advanced translation titles to review and finalize the translation, and for translation from Chinese to a foreign language, foreign experts can be employed to revise the translation if necessary.

  Q: Does T-Oracle provide express translation services?
A: T-Oracle provides express translation services, but for the projects that are tough and require high accuracy, we do not recommend the express translation services.
Normally a T-Oracle translator can process 2,500-3,000 Chinese characters per day, though he/she may be capable of translating up to 5,000 Chinese characters a day under special circumstances. We recommend that you allow sufficient time for the translation project, which will minimize translation errors and ensure translation accuracy. At times you may be obliged to opt for express translation services at the cost of additional expenses and less accuracy, in which case you are suggested to make some arrangements in advance to facilitate translation and other services (e.g. typesetting) and save some expenses.
For express translation services, the customer is supposed to provide the AOH contact means of the person in charge, lest we need to consult him on any problem at any time.

   Q: How does T-Oracle settle any dispute about translation with the customer?
A: Prior to the commencement of a translation project, the customer is recommended to fully communicate with our project manager about the specific requirements (if any), such as the expected translation styles and acceptable terms, and provide the glossary of terms, relevant literature and references, background data or previously validated translation.
Translators of varied language levels, professional backgrounds, and work experience may differ in their understanding of the source texts and their translation styles, so it is quite normal that some customers may have different opinions about the translation than that provided by T-Oracle. Upon delivery of the translation, T-Oracle will consider the proposed modifications (if any) by the customer, and make necessary and reasonable adjustments accordingly.
Specification for Translation Service Part 1: Translation, Specification for Translation Service Part 2: Interpretation, and Target Text Quality Requirements for Translation Services shall prevail as the authoritative standards of translation quality for both T-Oracle and its customers.

  Q: Why does T-Oracle provide the customer feedback form?
A: Upon completion of a translation project, the translators will usually provide a list of words that they find unclear or ambiguous for you to make the final decision. If the experts of your enterprise or organization can frankly assess our work and definitely answer our questions, it would be a great help for improvement of our translation quality and our better future cooperation.
Your opinion directs us; your advice supports us; and your encouragement motivates us.

  Q: Do T-Oracle translators often use translation software in their translation?
A: Translation software includes machine translation software and CAT software. Currently, machine translation software is still far from satisfactory and can not replace human translation, so T-Oracle always relies on its high-quality translation team rather than machine translation software. CAT software includes TM technology, electronic dictionaries, network tools, and electronic corpora, etc. T-Oracle encourages its translators to use such CAT software to assist their translation.

  Q: How does T-Oracle ensure the confidentiality of the customers’ data?
A: Strictly speaking, all files provided to T-Oracle by the customers involve the issue of confidentiality. T-Oracle signs a non-disclosure agreement with each translator and operates on a complete set of standardized management practices for the project data. For higher confidentiality requirements, the customer can notify our project managers in advance. The translators are required by professional ethics not to disclose any secrets of the customers.

  Q: How do customers pay for completed translation projects?
A: The payments for phasic or independent projects are generally settled by project; the payments for consecutive projects are settled on a monthly basis or at the time as agreed on between the two parties; for the first-time customers or larger translation projects, a certain amount of advance payments are required; and full payments in advance are required for interpretation projects.
The customers can settle payments by bank transfer, check, postal remittance, or cash, etc..

  Q: How can foreign customers access the translation services of T-Oracle?
A: To date, T-Oracle company has established good partnerships with a number of international and foreign institutions and enterprises. Our foreign customers can discuss service contents, costs and other cooperation matters with T-Oracle either through their offices or clients in China or through direct interviews or faxes. Without prejudice to relevant Chinese laws and regulations, foreign customers can also enjoy the great translation services of T-Oracle.

Secrecy System

  T-Oracle operates on a strict secrecy system, and before each translation project we sign mutual non-disclosure agreements with the customer and the translators. The translators are required:

  1. not to directly or indirectly contact any third party or individual related to the project;
  2. not to disclose to any person any information related to this project;
  3. to return all the related materials (both the source data provided by the customer and the target files) to the customer upon completion of the project;
  4. to delete all the electronic files related to the project upon completion of the project as required by the customer.
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