Do It Right the First Time

1. Do It Right the First Time

2. Goals After this training session, you should: • Establish the do-it-right-the-first-time idea. • Understand and apply the essential quality principles in your work.

3. What does quality mean to you?

4. Contents Core Concept of Quality 1 Quality Principles 2 How to Act 3

5. Philip Crosby—Well-Known Quality Thinker 1926: born in West Virginia, USA 1952: started his working life on the assembly line, becoming quality manager for Martin-Marietta where he developed the 'Zero Defects' concept, and later became Corporate Vice-President and Director of Quality at ITT for 14 years 1979: published the best-seller Quality Is Free, and left ITT to set up Philip Crosby Associates Incorporated 2001: died in August Introduction

6. Core Concept of Quality Do it right the first time (DIRTFT) Do things right Execution Do right things Strategy DIRTFT First time Competitiveness

7. Contents Core Concept of Quality 1 Quality Principles 2 How to Act 3

8. Crosby’s Four Absolutes The definition of quality is conformance to requirements. The system of quality is prevention. DIRTFT The performance standard is zero defects. The measurement of quality is the price of non-conformance.

9. What Is Quality？ Quality is conformance to requirements. In his view, good, bad, high and low quality are subjective and meaningless. To Huawei, quality is to meet customer requirements.

10. Portrait of the King 1 2 3 6 4 5

11. Quality — Conformance to Requirements Requirements must be clearly stated before starting a specific job so that they cannot be misunderstood. You should: • Make requirements clear before starting a job. • Discuss the requirements with people concerned. • Make sure that you have the same understanding of the requirements with your customers. • Track the changes of customer requirements.

12. Cases Translators have added the symbol “-”as a separator between sentences in Turkish when translating strings, which make the version buildup failed directly. No query and confirmation about customers’ requirement The customer required a bilingual agreement. The translator keeps the source on the left and the target on the right. The customer raised a complaint after delivery. Actually he expected the source and the target are aligned on the same page. Didn’t reach the same understanding on customers’ requirement We delivered a translation to the applicant but got a complaint on the formatting. The translated version will be used as a presentation on a Conference. But the format is not suitable for presentation. Our PM or translator haven’t confirmed with the applicant about the use and target readers of the document. Didn’t make the requirement clear before translation.

13. Case: Implied Requirements on Translation Applicant: “I want to have a 7000-word doc translated into English. Since the field engineers need to use this doc to communicate with customers the day after tomorrow, you must give me the English version by the end of tomorrow.” Translator: “I can’t finish it tomorrow. You know we have to do review after translation. I need at least 3 days.” Applicant: “I don’t have that much time. Just give me the English version. If there’s any delay, customers will complain.” Translator:“OK, but I can’t assure the translation quality.” (3 days later) Applicant: “There are spelling errors, wrong translation, and information missing. How did you do the translation?” Translator:“I tried my best to meet the deadline. How can you blame me? …” Users do not tolerate language mistakes. The level of tolerance among users for language errors is non-existent, and ultimately, we are the ones who pay for that even though we have limited control over it.

14. Crosby’s Four Absolutes The definition of quality is conformance to requirements. The system of quality is prevention. DIRTFT The performance standard is zero defects. The measurement of quality is the price of non-conformance.

16. System of Quality — Prevention Prevention produces quality. We should be working at preventing problems arising, instead of making great efforts to detect and fix them. Rule of ten: It costs 10 times more to find and repair a defect at the next stage of a process.

17. Preventive Measures Understanding system • Product and administrative architecture • Working approach, knowledge base Training • Murphy's Law, innovation Risk management • Prevent issues occurring repeatedly RCA • CBB, tools, checklist Distortion-free handover

18. Case: Corrective and Preventive Actions An applicant provided the feedback after translation delivery that a key term was found wrong in the deliverable. What can the translator responsible for the deliverable do? Detect all the documents in the batch of delivery, which contains this term, change the term, and redeliver Corrective action: deals with a nonconformity that has occurred. Get everybody concerned know the correct term, update the term in the translation memory, and add the term to the glossary Preventive action: addresses the potential for a nonconformity to occur.

19. Crosby’s Four Absolutes The definition of quality is conformance to requirements. The system of quality is prevention. DIRTFT The performance standard is zero defects. The measurement of quality is the price of non-conformance.

20. As we are both producers and consumers, we hope that each and every one of us can achieve 100 per cent success rate. Performance Standard—Zero Defects What should happen in Great Britain if the success rate is 99.99%? An ATM pays out less money than the amount you entered. Can you tolerate this situation? • 2 airplanes landed unsafely at the two international airports located in London every week. • 20,000 wrong prescriptions were produced every year. • 50 newly-born babies were dropped down on the floor every month. • 500 surgeries were done wrongly every month. • …

21. This is a true story that occurred between the US Air Force and a parachute manufacturer. • At that time, the success rate for parachute deployment was not great. After efforts from the manufacturer, the parachute success rate reached 99.9%. The US Air Force did not accept the result, they wanted a success rate of 100%. • So, the general manager took a special trip to discuss this matter and hoped to persuade the military. The manufacturer believed that their success rate was so close to perfect, that there was no need for the last 0.1%. The Air Force flatly refused, because quality has no discount. • Later, the military changed their position on the matter. In order to accept the 99.9% success rate they required one person from the company to randomly pick one parachute from those delivered and then jump from the plane while in flight. After a successful parachute jump, they were in business.

22. Understanding of Zero Defects • Zero Defects isnot about perfect. • Zero Defects does not mean that people never make mistakes. • Zero Defects is the attitude of defect prevention. It means do the job right the first time. Although Zero Defects is a destination, circumstances keep changing. Monitor, evaluate, and adapt in a continuous, never-ending cycle.

23. Quality Commitment I, as a translator or tester, am committed to: • Eliminating all issues detectable by X-Bench and Microsoft Spell Checker from my deliverables. • Ensuring accuracy of all key information, including but not limited to number, unit, terms, acronyms and abbreviations, product names, country name, company name, variables, and yes-no errors. • Taking a proactive stance with quality issues, including rectifying errors promptly, implementing thorough root cause analysis, and taking immediate actions for improvement. • Bearing in mind the target of delivering the best localization experience during translation, linguistic testing, and other types of tasks that I own.

24. No！ Bug How to Achieve Zero Defects 3 don’ts • Know customers’ requirements. • Cooperate with related roles to meet requirements (teamwork). • Root out non-conforming items. • Present faults openly, without fear of censure. • Take preventative actions. • Don’t accept defects from the previous stage. • Don’t produce defects at your stage. • Don’t transfer defects to the next stage.

25. Translation Quality AssuranceProcess • Set the tools (Trados, Tag Editor, X-Bench, Microsoft Spell Checker, etc). • Read project instructions carefully and ensure full understanding of them. • Do entry check on source quality, layout and references. • Go through glossary and reference. • Output criteria: • The source text is translatable. • Required references are ready. • Translate the file using Trados or other CAT tools. • Self-check using Microsoft Office/Tag Editor spelling check function and X-Bench. • Check that the project-specific instructions with regard to terms, layout, etc. are all fulfilled. • Output criteria: • No basic language mistakes (grammar, punctuation, spelling, numeric mismatch, inconsistency in Target) • No accuracy and style issues. • Full compliant with the instructions. • For proofreader, carry out a bilingual review to assess the suitability of the translation for the agreed purpose and recommend corrective measures. • For translator, revise the bilingual file as per review comments, if any, and clean up the file. • Output criteria: • No misuse of terms. • No idiomatic issues. • Read through the monolingual target file from a reader's perspective. If any revision has to be made, make them in the bilingual file. • Output criteria: • The target file suits the local flavor and renders pleasant experience for the target audience. • Submit the bilingual file in Intermediate file and the monolingual target file. Ensure that the correct target files are uploaded, instead of the source files. • Output criteria: • Passed delivery check. • Archive glossary.

26. Crosby’s Four Absolutes The definition of quality is conformance to requirements. The system of quality is prevention. DIRTFT The performance standard is zero defects. The measurement of quality is the price of non-conformance.

27. Quality is free. It’s not a gift, but it is free. What costs money are the unquality things-all the actions that involve not doing jobs right the first time. —Quality Is Free by Crosby Measurement of Quality—PONC Price of Non-conformance (PONC) means the cost of failure to deliver the required standard of quality for a product or service. To prevent To inspect/cure DIRTFT 280 RMB 610,000 RMB

28. Cost of Quality • Price of Nonconformance (PONC): costs related to internal or external failures, including detective appraisal work from not meeting requirements. • Price of Conformance (POC) : costs related to prevention and appraisal to meet requirements. COQ = PONC + POC PONC Total Revenues COQ Appraisal Error-Free Costs (EFC): costs unrelated to planning, controlling, correcting or improving quality. These are the did-it-right-the- first-time costs. POC Prevention EFC Example: Jack spent 2 days to finish a docand 1 hour to clarify pending issues. Then he spent 15 minutes to check the doc and found some spelling errors and inconsistent terms. It took him 10 minutes to correct those errors. Two days later, he received complaints from the applicant. Jack had to identify and analyze the problems and correct them. All these actions took him 3 hours. • EFC: 2 days • POC: 1 hour (for clarification) + 15 minutes (for self-check) • PONC: 10 minutes (to fix the errors found during self-check) + 3 hours (to handle the applicant's complaint) Profits

29. Case: Costs of a Spelling Error A product name was found incorrect just before delivery. More than 300 sets of the product were ready for shipment. What to do in this case? 1. Contact the supplier immediately to re-do the CD and re-print the user manuals. 2. Unpack the product package to replace the user manuals and CDs. 3. Re-pack the product package. 4. Discard the original more than 500 sets of user manuals and CDs that were packed and that were still in the warehouse. The tangible economic loss caused by this spelling error is no less than 20,000 RMB. What if the user manuals and CDs were delivered to our customers?

30. What Does a Spelling Issue Cost? • A consumer raised a complaint on a spelling issue on Huawei’s smartphone X. This complaint has be escalated. Then, • The responsible persons from the customer service team, front-line, marketing, R&D, globalization team, localization team, vendors, and QA are engaged in locating the introduction point. • The spelling issue could be detected by the Microsoft Office Spell Checker. It was introduced by the LT tester in his recommended translation; the LS didn’t use tools to check for spelling issues during confirmation; the tester ignored the spelling issues in regression testing. Finally, the spelling issue was left in the smartphone of consumers. • A thorough check for spelling issues are conducted for almost 60,000 strings in xxx languages. This lasts for almost one month. • Extra verification was also required.

31. Summary The definition of quality is conformance to requirements. The system of quality is prevention. The performance standard is zero defects. The measurement of quality is the price of non-conformance. 2 4 3 1 • Quality does not mean goodness, or luxury, or shininess. All these words are vague and subjective. • Fully understand customer needs. • We should be living in a world bathed in prevention, rather than one continually seeking cures and corrective actions. • The habit of doing things right the first time has to become routine. • Zero Defects must be your performance standard. • The cost of non-conformance equals the cost of not doing it right the first time, and not rooting out any defects in processes.

32. Contents Key Theory of Quality 1 Quality Principles 2 How to Act 3

33. What’s Your Plan? Please list at least two actions you are going to take from now on.

34. If you have any questions, please feel free to contact me via Pinkie.hu@huawei.com or (+086) 180-380-41456.

35. Thank you www.huawei.com