QUALITY AND ACCOUNTABILITY

HIGH-QUALITY LANGUAGE AND COMMUNICATION SERVICES

The companies in the SMG Languages group provide language, translation and communication services delivered by highly specialised staff and backed by one of the most rigorous and advanced ISO-certified quality management systems.

Our multinational organisation and strong client focus enable us to provide tailored solutions for all forms of international communication. From translating international content in a matter of minutes to producing a manual in more than 280 languages; from assistance from a professional interpreter to our press office and event management services: whatever your needs, we provide comprehensive support to promote your business internationally.

‘Quality is not something you promise; it is demonstrated through your daily work.’

This is our philosophy – the commitment to excellence that lies behind the success of SMG Languages.

CERTIFICATIONS

Our six international quality certifications demonstrate that standardised working procedures are applied across all our companies and that we are able to work with clients of all sizes, responding rapidly and delivering solutions transparently and with sound judgement.

WHAT ENSURES THE QUALITY OF OUR LANGUAGE AND COMMUNICATION SERVICES?

OFFICES AROUND THE WORLD

We understand the local context because we are where your target audience is, with physical offices and permanent staff who are highly qualified and motivated.

INDUSTRY EXPERTS

Linguists, consultants and industry experts work as a team to deliver services that are technically accurate and linguistically sound.

RESEARCH AND TECHNOLOGY

SMG established a Language Research Institute, which has produced the Terminology Research Protocol, specialist glossaries and studies on the application of new technologies to translation, communication and the management of human relations. Our company is now among the pioneers in these fields.

CUSTOMER CARE

Our Project Managers support clients with all their needs and manage their personalised services. With offices in multiple time zones, we guarantee support day and night.

INFORMATION SECURITY

SMG ensures the utmost confidentiality of the information it handles through specific procedures for managing classified information and ISO 27001:2022-certified systems for data protection, backup and disaster recovery.

QUALITY MANAGEMENT SYSTEM: ISO 9001 AND ISO 17100

Quality monitoring

SMG has developed a Quality Management System certified to ISO 9001:2015, ISO 27001, ISO 17100, ISO 18587 and UNI EN 15038, which enables it to monitor the effectiveness and compliance of its services, as well as the administrative, regulatory and relationship-management aspects of its dealings with clients, staff and stakeholders.

To ensure quality, SMG employs the following measures:

• Verification and validation of services
• Client Satisfaction Surveys
• Reports from SMG staff
• End-user reports
• Key Performance Indicators (KPIs)
• Internal audits and audits by independent entities

Quality control is also supported by SMGDesk, the platform used by clients and SMG staff throughout the ordering, performance, delivery and reporting of services.

Verification and validation of services

Service quality is continuously monitored during execution. In the case of translation services, as an example, this includes translator corrections, checks and validation by the revisers and Project Manager (PM), and advanced computational linguistics tools (e.g., CAT tools).

Client Satisfaction Surveys

Service quality is monitored continuously during delivery. For translation services, for example, this includes corrections by the translator, checks and validation by revisers and the Project Manager (PM), and the use of advanced computational linguistics tools (e.g. CAT tools).

Client Satisfaction Surveys

SMG continuously assesses the client’s level of satisfaction with the services provided. The client can report issues or make complaints using the following methods:

• filling in a dedicated form, which can also be requested via SMGDesk;
• completing the monthly client satisfaction survey, which SMG sends by email;
• contacting the PM or Business Developer at any time by telephone or email;
• discussing matters with the PM or Business Developer during quality improvement meetings, scheduled at least every two months.

The Project Management Director monitors client satisfaction on a daily basis, reviews feedback provided by PMs and ensures continuous service improvement. They manage corrective actions and coordinate improvement plans, which may include resource adjustments and process optimisation.

The Business Developer liaises with the client to independently verify client reports referred by the PM, manage any corrective actions effectively and draw up concrete Improvement Plans.

Reports from SMG staff

Assigned SMG staff can report any issues or situations that affect service quality, relationships or legal compliance to the PM and Business Developer through SMGDesk. Given their direct experience in the field, they are also encouraged to make suggestions for improving the service and the client relationship.

End-user reports

SMG proposes that the client allow end users of the services to provide feedback on their quality, for example by completing a dedicated satisfaction questionnaire. In this way, users can assess aspects of the service, such as linguistic quality, and provide useful suggestions.

Key Performance Indicators: KPIs

SMGDesk monitors compliance through an automated monthly data check and reports the results to SMG Management using Key Performance Indicators (KPIs), including:

• Volume of services actually supplied, compared with the estimated amount, broken down by language, nationality of end users, intended use and level of urgency.
• Any delays in delivery.
• Lack of suitable staff: the system issues a notification when the expertise of the staff available does not meet the client’s expectations.
• Absence of staff due to holiday or sick leave.
• Level of satisfaction indicated by the client and their end users.
• Complaints from the client and their end users.

Audits

To verify the conformity of the work carried out by its departments and everyone involved in delivering its services, SMG:

• is subject to annual audits by URS Italia, an Independent Assessor accredited by UKAS, an internationally recognised leading European accreditation body, which certifies compliance with ISO standards;
• conducts monthly audits of all company departments;
• is available for audits arranged by the client.

Analysis reports

The client may request activity reports from the PM, including via SMGDesk. For example, reports may include the following information for the period specified by the client:

• Statistics on the quantity and cost of jobs ordered, broken down by type, language, order date, level of urgency, requesting office and any other criteria determined by the client.
• Details of each job: translator’s name, requesting office, language, subject matter, order date and size.
• Personal data sheets for the translator(s) used.
• Quality level based on client ratings and audits.
• Access to completed translations.
• Number of terms in the client’s glossary.

The client can request the following analyses and actions for improvement from the PM or view them on SMGDesk, involving, for example, increases in staff, staff training, regulatory compliance adjustments and upgrades to systems, technologies and procedures. The client may also use SMG’s analyses to identify potential target-user needs and request changes to the translation or the number of languages.

• Each month, SMG provides clients with a Monthly Improvement Plan, summarising monitored data and actions for the upcoming month.
• Annually, an Annual Improvement Plan is shared, encompassing year-long performance data and proposed enhancements.
• Before initiating services and at the start of each year, SMG performs a forecast analysis of language demand and audience demographics, incorporating both official statistics and client-provided data. This ensures continuous service optimisation, including:
  • Languages requested and anticipated volumes.
  • Communication needs of end users.
  • Health and safety considerations for staff.
  • Required systems and technologies.
• Coordination meetings between SMG and the client. The Business Developer is available at all times and organises quality improvement meetings at least every two months to assess service performance and identify solutions to any critical issues. These meetings also provide an opportunity for SMG to present statistical reports to the client.