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Quality Management in Interpreting

Quality Management in Interpreting. Sylvia Kalina Cologne University of Applied Sciences. Overview. 1. Principles of Quality Management - definitions, service quality, quality and CI 2. The Interpreting Process - model, empirical research, results 3. Practising QM in CI.

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Quality Management in Interpreting

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  1. Quality Management in Interpreting Sylvia Kalina Cologne University of Applied Sciences Thessaloniki 2006

  2. Overview • 1. Principles of Quality Management • - definitions, service quality, quality and CI • 2. The Interpreting Process • - model, empirical research, results • 3. Practising QM in CI Thessaloniki 2006

  3. Definitions of Quality (ISO) • Product which is ‚fit for the purpose‘ • Totality of features or characteristics of a product that bear on its ability to satisfy a given need Thessaloniki 2006

  4. Principles of Quality Assurance (ISO) • … focused on providing confidence that quality requirements will be filfilled • …serves for measurement, analysis and improvement • … seeks to respond to the needs and expectations of customers Thessaloniki 2006

  5. A Process Model of QM (ISO) • 8 Principles, among which: • Process approach to achieve desired result more efficiently • Continual improvement as a permanent objective Thessaloniki 2006

  6. The Quality of Services • Relative quality: measuring up to predetermined standards and meeting those standards time and again • Consistency • Conformity(Sallis 1996) Thessaloniki 2006

  7. Procedural Concept of Quality • Continuous improvement • Concentration on excellence(Sallis 1996) • Fitness for purpose • Meet specifications of customer • Fulfil own stated objectives(Harvey & Green 1993) Thessaloniki 2006

  8. Service Characteristics (Bruhn 2004) • Immateriality • Intangibility • Indivisibility • Transience • External factors to be integrated • Given location • Individuality, variability Thessaloniki 2006

  9. Quality and Conference Interpreting • Product analysis and relativity (ST vs. TT) • Capacity and quality (measurability?) • External conditions and quality • Focus on TT Thessaloniki 2006

  10. The ideal target text • F. Pöchhacker (1994): • A text which fully fulfills ist function, i.e. • A text which is optimally understood by its recipients. • M. Viezzi (1999): „Usability“ Thessaloniki 2006

  11. Interpreting products and their characteristics • Textuality characteristics (H. Bühler 1986) • Correctness, Coherence, Comprehensibility • Aedequacy, (terminology, style,communication) • completeness, accuracy, no distortions, consideration of extralinguistic factors(B. Moser-Mercer 1996) Thessaloniki 2006

  12. Andrzej Kopczynski (1994) • Contextual and situative variables: • Technical conditions • Work load • Framework of discourse • Communicative framework Thessaloniki 2006

  13. Authentic corpus studies • From M. Lederer (1981):Transcripts • To A.R. Vuorikoski (2004): Interpreting at the European Parliament • … as well as Diriker, Pöchhacker, Kalina … Thessaloniki 2006

  14. Limits of product research • Authentic data are rare, problem: presentation of data • Heterogeneous products, situations and settings are very different (EP, technical conference, TV) • Research ethics • Detection of underlying causes ? Thessaloniki 2006

  15. Interpreter surveys • L. Anderson (1979): • „Do interpreters work better when they have been given preparation material?“ • Interpreters‘ reply: „No“. • But: Lamberger-Felber (1998) found: they do! • Relativity of findings Thessaloniki 2006

  16. User surveys ... • ... and relativity • Bühler, Kurz, Gile, et al. • Mack & Cattarruzza, Vuorikoski • AIIC Study (1995) Thessaloniki 2006

  17. Pre-process(anything that comes before the act of interpreting) Peri-process(external factors during the act of interpreting) In-process(the act of interpreting and its product) Post-process( anything that comes after the act of interpreting) Dimensions of the interpreting process Thessaloniki 2006

  18. Pre-process Observation • Theoretical description of methods of preparation :Phases, methods, procedures • Empirical observation:interpreter tools, work flow • ... To be continued with in-process analyses Thessaloniki 2006

  19. Some Hypotheses • 1. Preparation has an effect on IQ • 2. Methods of preparation vary • 3. Safety as a priority • 4. Dependence on source text formats • 5. Preparing for A into B differs from preparation for B into A Thessaloniki 2006

  20. Some preliminary results • Interpreters keep no documentation • Ealry preparation is thematically driven, in-process preparation is mainly search for terminology • Room for improvement of organisation of knowledge resources • Need for safety is confirmed: numerous multiple entries in manuscripts Thessaloniki 2006

  21. Practising QM • More research required • Self-documentation • QM standards • Quality management for interpreting services is attainable Thessaloniki 2006

  22. ÖNORM 1202f. • Specific to interpretingMinimum requirements for working conditions (1202)Handling of contracts (1203) … Similar efforts underway in Germany (DIN) Thessaloniki 2006

  23. Documentation of QM • Self-assessment on basis of transparent criteria • Definition of interpreters‘ own objectives • Documentation of QM on Websites Thessaloniki 2006

  24. Thank you! Any suggestions to be addressed to: Sylvia.Kalina@fh-koeln.de Thessaloniki 2006

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