NetApp and Acclaro

How NetApp Set Up a Solid In-Country Review Infrastructure

Liesbeth Matthieu, Manager, Localization, NetAppEmma Young, Director, Operations, Acclaro

In this Presentation

• Initial Situation, Solution, and Implementation • Challenges and Benefits • Metrics • Best Practices• A Dream Come True

Initial Situation

• Uncoordinated time to market

• Varying quality of content

• No translation memory leverage

• No established consistent process

• Dispersed vendor management

NetApp LocalizationRequesters $$$$$$$

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Initial Situation

• Globalization Team observed main pain points that prevent global simship

• Team determined in-country review process was one of the primary causes of bottlenecks and delays

• Local marketing and sales staff could not keep up with the time-consuming demands of linguistic review

Solution

• Invest in a focused and dedicated team ofin-country reviewers

• Select team of first-class language specialists

• Formalize process and rules of engagement

• Ongoing investment in evolving role of reviewers

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Quality Organizational Chart

6

LPM Simplified Chinese Field Marketing TeamChina

LPM German Field Marketing TeamGermany

Linguistic Quality Program Sunnyvale

LPM Japanese Field Marketing TeamJapan

Bringing it to Life

Program kick off

• Reviewers meet in person

• Supports shared goals and priorities

• Increases productivity, camaraderie

Understanding what we need• Contract• Capacity• Rules of engagement• SLAs• Partnership• Complete trust and

dialogue

Fast but scalable roll-out • Started with one person

then layered in additional staff

• Initial rollout for 7 EMEA languages

• Gradually build out to 15 languages covering EMEA, APAC, and LATAM

1 2 3

Localization Staffing Help

• Good people on boarded quickly - profile development done in collaboration, quality criteria, screening process

• Structured layering, building out team of linguistic reviewers

• Managing the ebb and flow of needs, reviewer availability

• Regular performance reviews continue to make a difference

• In-country feedback loop with field marketing managers

Linguistic Quality Workflow

Original Document

NetApp Linguistic

Review

ImplementComments

DTP Engineering

ImplementComments

EditorialReview

Translation

NetApp DTP Review

ImplementDTP

Comments

NetApp DTPSign-off

Publish

T9N vendor tasks

Reviewer tasks

Behind the Scenes

First YearDeliverables FY11 Q1 FY11 Q2 FY11 Q3 FY11 Q4 FY12 Q1

May June July Aug Sep Oct Nov Dec Jan Feb Mar Apr May June JulyDefine Program

Kick Off Program • • • • • • •

On-board primary LPMsGlossary Style Guide Educate vendors

Develop a scalable review process • • • • • •

On-board secondary LPMs

Field Portal CertificationPresent to local Marketing team

On-board second T9N vendor • • • •

On-board NetAppU • • •

On-board Global Support

On-board Product • • • •

Program Challenges

• Scheduling, planning, vacations!• Constant program scalability – peaks and valleys • Layering, building out of team, Project Managers asked to be

more strategic and build virtual teams• New role for reviewers – how to train, how to be

representatives of global programs• Educating translation vendors• Recurring training and recruitment, maintenance• Budgetary needs and how to control costs

Program BenefitsImproved translation quality and consistency

Reduced review turnaround time by 25%

Removal of review backlog within 4 months of program start

In-country field staff received 30% of their time back

Quicker decision making; greatly improved and increased communication between field marketing teams and central NetApp office

A scalable program; reviewers are engaged as needed, addresses peaks/valleys of launch periods

Metrics and ROI Tracking

• Goals– Increase quality– Reduce hours spend on review

• Initial metrics include – Translation quality– Throughput per hour, cost per language

Spanish Review Metrics Jun – Aug

June12 Jobs were graded,

23,158 words

14.90 errors per 1K words

July26 Jobs were graded,

125,975 words 4.02 errors per 1K words

August35 Jobs were grade,

59,957 words 4.90 errors per 1K

words

0

100

200

300

400

500

600 Localization

Consistency

Spelling

Technical accuracy

Terminology

Translation accuracy

Grammar

Style

Num

ber o

f Err

ors

Error Analysis

June July August0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Pass

Rating

Percentage of Jobs Passed

Perc

enta

ge

June July August0

500

1000

1500

2000

2500

June

July

August

Wor

ds

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hou

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Average Words per Hour - ReviewSummary• Ask vendor to review more closely for style and

terminology errors

• Pass rate is increasing

Acclaro Program Support

• QBRs – achievements, $ spent, lessons learned• Performance review management• Weekly calls

– Acclaro and NetApp– Acclaro and LPMs

• Annual feedback from in-country teams• Time tracking and metric reporting

Best Practices• Identify whether in-country review is

bottleneck to timely releases • Meet face-to-face at program kick-off• Ramp up in steps • Keep talking• Acclaro serve as more than a staffing agency• QBRs - monitoring financials and program

performance • Performance reviews and in-country

feedback

Investment Justification

Demonstrate in depth

understanding of the problem

Know the main pain points

• Cost to the company - financial and human resources

• Delays - realizing the inability to be truly global and simship

Convey experience and

credibility

Timing

• Fit your program in with the company-wide globalization discussion

• Delays everywhere

• No dedicated resources

• No SLAs

• No consistent quality

• Present findings

• Present a Future History

• Get a sponsor

A Dream Come True

• Ongoing and ‘automated’ global simship

• Gives time back to the field – return critical hours back to engineers and marketing staff

• Dramatically transforms the entire localization function

• Consistent quality feedback to translation vendors

Q&A

Thank You

Liesbeth Matthieu, Manager, Localization, NetAppEmma Young, Director, Operations, Acclaro