Operations and Process Optimization

Traditionally many language service providers have evolved from a small company created by the owner, who might have started their working career as a translator, to a multifunctional company with an internal operations team working with a diverse range of tools and workflows. 

When a company grows organically, key roles are initially filled in by existing employees who may or may not have the required skills or specific experience to take ownership of the new responsibilities in full. On many occasions, a second  or third office is opened in key locations.  Companies fill gaps opportunistically and reactively, and as growth takes place there is little time to perform systematic planning and division of labour optimization.

Companies can continue growing in such a way for a while but soon begin to notice that existing tools do not fully fit processes, personnel are reaching their peak in terms of knowledge, service levels and processes have too many steps, and tasks and responsibilities are duplicated.

To prepare for and facilitate profitable growth, many company owners agree to have a good look at internal processes, key role allocation and use of technology. Often they feel they are too close to the historical, current or political background, and require an experienced, objective expert to engage with key personnel and provide recommendations for improvement. 

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Some questions an audit would include and which might  provide some clarity to your organisation:

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• Are you using the right tools and technologies?

• Are you using different tools, depending on the team or office, to perform the same task?

• Are internal teams working closely and productively with each other?

• Is there a positive communication flow between different members and roles within the internal team?

• Are there effective knowledge transfer mechanisms? 

• Do people who hold key roles in the company have all the knowledge and support they require for optimal performance?

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Or, are you missing some tricks and opportunities to make your life easier and more profitable?

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Contact us for an under-the-hood, 360 degrees internal audit by an impartial assessor with vast industry knowledge on the different aspects of internal operations, including Vendor Management, Project Management, Language Quality Management, Engineering and Language Technology and Automation.

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The audit deliverable will pinpoint weakness, needs and areas of improvement, and will propose solutions regarding use of technology,  processes systematisation and training needs.

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Typical Approach

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• Definition of scope

• Inmersion (individual interviews with team members, analysis of existing documentation and tools, demos, discussions with key stakeholders)

• Report containing

  • Detailed description of issues found

  • Range of solutions addressing issues found with information regarding deployment of new tools, prices, timelines, etc.

• Presentation of Report

• Discussion of findings and, on request, further actions or scope that can be defined based on preferences

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Benefits of a Formal Operations and Process Audit:

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Save time and money with:

• streamlined processes

• optimal use of tools

• no task duplication

• systematic on-boarding of new employees

 

Enjoy assertive productivity in your team where everybody knows their responsibilities and knowledge flows efficiently between different key players

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Improve employee satisfaction and long term retention

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Assure superior experience for your customers and their stakeholders

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