QUALITY AND ACCOUNTABILITY

HIGH-QUALITY LANGUAGE AND COMMUNICATION SERVICES

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

Our multinational organization and scrupulous client focus ensure tailored solutions for all forms of international communication. From translating international content in a matter of minutes to producing a manual in over 280 languages; from the assistance of a professional interpreter to our press office and event management services: whatever your need may be, we guarantee all-round support to promote your business on an international level.

‘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 attest to the application of standardized working procedures across all our companies and to their ability to engage with clients of all sizes, responding rapidly and delivering solutions with transparency and sound judgement.

WHAT ENSURES THE QUALITY OF OUR LANGUAGE AND COMMUNICATION SERVICES?

OFFICES AROUND THE WORLD

We understand the local context because we are actually there where your target audience is, with physical offices and permanent personnel, 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 correct.

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 our clients in with all their needs and manage their personalized 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 the application of 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 ISO 9001:15, ISO 27001, ISO 17100, ISO 18587 and UNI EN 15038, which allows it to control the effectiveness and compliance of services, as well as administrative, regulatory and relational aspects of its relationship with the Client, 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 made possible by SMGDesk, the platform used by the Client and SMG staff during the order, 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

SMG assesses continuously 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 via e-mail;
• contacting the PM or Business Developer at any time, via telephone or e-mail
• discussing with the PM or Business Developer during the quality improvement meetings, scheduled at least every two months.

The Project Management Director oversees daily client satisfaction, reviews feedback provided by PMs, and ensures continuous service improvements. They handle corrective actions and coordinate improvement plans, which may include resource adjustments and process optimisation.

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

Reports from SMG staff

The assigned SMG staff can report any issues or situations that affect the quality of service, 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 the compliance of activities through a monthly automated data check and reports it to SMG Management using Key Performance Indicators (KPIs), including:

• Volume of services actually supplied, compared to 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 provides notification when the level of 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 by the client and their end-users.

Audits

In order to verify the conformity of the work of its departments and everyone engaged in the performance of its services, SMG:

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

Analysis reports

The client may ask the PM for activity reports, including via SMGDesk. By way of example, reports can include the following information, with reference to the period indicated by the client:

• Statistics on the quantity and cost of jobs ordered, divided by type, language, order date, level of urgency, requesting office and any other criteria to be decided by the client.
• Details of each job: translator’s name, requesting office, language, subject matter, order date and size.
• Personal datasheets of the translator(s) used.
• Level of quality according to client ratings and audits.
• Access to completed translations.
• Number of terms in the client’s glossary.

The client can request from the PM or view on SMGDesk the following analyses and actions for improvement involving, for example, staff increases, staff training, regulatory compliance adjustments and upgrades to systems, technologies and procedures. The client may also use SMG’s analyses to identify possible target user demands 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 personnel.
  • 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 the performance of services and identify solutions to any critical issues. These meetings are also an opportunity for SMG to present the statistical reports to the client.