The work processes for providing translation services at NEON Translations and Localization have been certified according to EN 15038, the European quality standard for translation services, since 2011; however, this year’s audit was a special one. The international version of the European quality standard for translation services, ISO 17100, came into force last year, and the transition to that standard was our translation agency’s goal for 2016. In January, we successfully passed both the certification process in accordance with the ISO 17100 requirements, as well as the surveillance audit for the ISO 9001 quality management standard.

What is ISO 17100?

ISO 17100 is an international translation management system standard, one which lays down the requirements for the provision of translation services and other related services, including project management, proofreading, revision, and specialist review. This covers, among other things, requirements that concern the qualification and competence of translation service providers, the maintenance and evaluation of these competencies, work procedures and quality assurance processes, the technical resources and capacity of the service provider, communication with the customer as well as the assessment of customer satisfaction. The goal for both standards has been to set out the requirements for ensuring the provision of a high-quality language service. The European standard EN 15038 was compiled in 2006 and has until known served its purpose of defining the processes of providing high-quality services. Today, the same document forms the core of the new international standard so that,  the transition from one to the other is not a particularly complicated task. Although both EN 15038 and ISO 17100 were process management standards and did not define translation quality, an important factor that distinguishes the international standard from the European standard is the inclusion of the customer feedback management process as a means of determining customer satisfaction and implementing measures that will help to resolve nonconformities.

What does ISO 17100 offer for the service provider and for the customer?

Standards are made to establish the requirements for providing specific services in a given field in order to ensure optimum results; these can concern the metrics of quality, security, confidentiality, and so on. The standard for translation services specifies requirements for translation service providers in order to ensure the provision of high-quality translation services. For a translation agency, possession of this certificate opens up opportunities to cooperate with organisations and companies for whom ensuring a high-quality translation is of great importance and who subsequently require that translation services be provided according to the processes established in the standard. For the client, this standard is a clear sign of the reliability, responsibility, and sense of duty of their translation partner.

No system, including ISO 17100, can be irrefutably perfect, and there is always room for improvement. Standards merely provide a framework that we can use as a basis for creating necessary and suitable procedures in cooperation with our clients in order to offer the finest services.

The services of NEON Translations and Localization| Tiido & Partners Language Agency LLC have been certified according to the ISO 17100 requirements by AS Metrosert.

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