Beyond the RFP

Wayne BourlandDirector, Global Localization Team

Agenda

Building partnerships and creating a collaborative environment that ensures success.•About Dell and Team Vision / Mission•The Cycle•Vendors v. Partners•Aligning Partners for your mutual best interest•Active engagement year after year•KPIs•Why important / Results

About Dell

• We are a world leader in global systems and services• Half of Dell’s revenue from outside the US – increasing focus

on translations to drive business• Diversifying product and services offerings & targeting new

markets• Importance of consistent messaging across all channels

Vision: High quality localization services delivered on time and at optimal cost

Translation Team Vision/Mission

Localization QualityMission: Competitive advantage through high quality localization.

How:• Proactive quality/process

management• 3rd Party Audits• Leverage LISA scoring model• Stakeholder and vendor

Reviews• Relentless focus

Time to MarketMission: Deliver marketing and support content ahead of demand.

How:• Process efficiency• Leverage vendor/partner

resources• TMS• SLA tracking• Project tracking and

prioritization• Stakeholder tie-in

Cost/EfficiencyMission: Optimize cost and scale localization efforts at a fraction of revenue growth.

How:• TM leverage• Aggressive vendor

management• Creative use of MT• Volume discounts• Cost per word tracking• Self-Certification

The Vendor Cycle

Vendor relationships are like a marriage…•You get to know each other•You talk about your needs, wants and desires•You go out on dates (lunch, dinner)•You sign a prenup (MSA, SOW, NDA, etc.)•Honeymoon Period•You grow apart•Next thing you know you're reading…•Start back at the top

LSPs

Vendors v. PartnersVendor Partner

Supplies a product or service within narrowly defined contractual parameters

Trust, mutual understanding, close working relationships, mutual benefit

Commodity based Goal in mind

Win-lose* Win-Win

Delivers to defined Requirements Proffers ideas and solutions; goes above and beyond with the knowledge that they wont be taken advantage of

Stagnant* Innovative

*This is a function of the relationship, not the abilities of the vendor

Driving Alignment

Like with any relationship, you have to communicate, often and forthright•Bi-Annual Vendor Summits•QBRs•Onsite visits (at least quarterly if you’re spending $1M+)•Weekly Ops calls (Over arching topics, no project discussion)•Frequent PM to PM discussions•Communication across multiple levels

Active Engagement

Keep the relationship fresh, continue to court each other•Innovation – both joint and bi-directional•Joint Conference presentations – mutual benefit •Client to client best practice sharing – this may even be sponsored by the partner•Keep partners on their toes – talk to other vendors (it’s not cheating)•Challenge partners to keep up with the industry•Communicate with partner senior leadership around vision

KPIs

Healthy relationships have well defined boundariesMetrics•SLA – well defined, clearly measured, published?•Quality – Are you only discussing it when there is a problem?•Cost – are you both driving for best value solutions?•Is there a clear escalation process when KPIs aren't met?

Intangibles•Responsiveness – Can you expect your partner to not only reply quickly but take meaningful action?•Project Management Customer Experience – one of the most important and often overlooked•PM and Translator Tenure•Internal stakeholder management

Importance of Partnership

It takes two to tango…•RFPs are time consuming and difficult•Easier to help a vendor solve your mutual problem than it is to onboard a new vendor•Our experience shows that vendors take 9 months to fully ramp•Mutual benefit v. Win-Lose•Encouraged to innovate•Skin in the game

On path to reduce costs by 50% per word while improving quality and scaling volume- We are at or better than industry average - swiftly moving to BoB for cost and quality

Quality 99.5% 99.7% 99.7% 99.7%SLA 80% 93% 93% 96%Duration (Days) 6.5 6.4 4.4 3.3

Volume/Cost

KPIs

Results of a Good Partnership

QUESTIONS?