NetApp and Acclaro How NetApp Set Up a Solid In-Country Review Infrastructure

1. NetApp and AcclaroHow NetApp Set Up a Solid In-Country Review Infrastructure Liesbeth Matthieu, Manager, Localization, NetApp Emma Young, Director, Operations, Acclaro

2. In this Presentation • Initial Situation, Solution, and Implementation • Challenges and Benefits • Metrics • Best Practices • A Dream Come True

3. Initial Situation No Coordination NetApp LocalizationRequesters $ $$$$$$$ • Uncoordinated time to market • Varying quality of content • No translation memory leverage • No established consistent process • Dispersed vendor management $ $$$$$$$ $$$$$$$ $$$$ $ $$$$ $$$$$$$ $$ $$ $$

4. Initial Situation • Globalization Team observed main pain points that prevent global simship • Team determined in-country review process was one of the primary causesof bottlenecks and delays • Local marketing and sales staff could not keep up with the time-consuming demands of linguistic review

5. Solution + + • Invest in a focused and dedicated team ofin-country reviewers • Select team of first-class language specialists • Formalize process and rules of engagement • Ongoing investment in evolving role of reviewers

6. Quality Organizational Chart Linguistic Quality Program Sunnyvale LPM Simplified Chinese Field Marketing TeamChina LPM Japanese Field Marketing TeamJapan LPM German Field Marketing TeamGermany

7. Bringing it to Life 1 2 3 • Understanding what we need • Contract • Capacity • Rules of engagement • SLAs • Partnership • Complete trust and dialogue • Fast but scalable roll-out • Started with one person then layered in additional staff • Initial rollout for 7 EMEA languages • Gradually build out to 15 languages covering EMEA, APAC, and LATAM Program kick off • Reviewers meet in person • Supports shared goals and priorities • Increases productivity, camaraderie

8. Localization Staffing Help • Good people on boarded quickly - profile development done in collaboration, quality criteria, screening process • Structured layering, building out team of linguistic reviewers • Managing the ebb and flow of needs, reviewer availability • Regular performance reviews continue to make a difference • In-country feedback loop with field marketing managers

9. Linguistic Quality Workflow Original Document Translation EditorialReview ImplementComments NetApp DTP Review DTP Engineering ImplementComments NetApp Linguistic Review ImplementDTPComments NetApp DTPSign-off Publish T9N vendor tasks Reviewer tasks

10. Behind the Scenes

11. First Year

12. Program Challenges • Scheduling, planning, vacations! • Constant program scalability – peaks and valleys • Layering, building out of team, Project Managers asked to be more strategic and build virtual teams • New role for reviewers – how to train, how to be representatives of global programs • Educating translation vendors • Recurring training and recruitment, maintenance • Budgetary needs and how to control costs

13. Program Benefits Improved translation quality and consistency Reduced review turnaround time by 25% Removal of review backlog within 4 months of program start In-country field staff received 30% of their time back Quicker decision making; greatly improved and increased communication between field marketing teams and central NetApp office A scalable program; reviewers are engaged as needed, addresses peaks/valleys of launch periods

14. Metrics and ROI Tracking • Goals • Increase quality • Reduce hours spend on review • Initial metrics include • Translation quality • Throughput per hour, cost per language

15. Spanish Review Metrics Jun – Aug • Summary • Ask vendor to review more closely for style and terminology errors • Pass rate is increasing

16. Acclaro Program Support • QBRs – achievements, $ spent, lessons learned • Performance review management • Weekly calls • Acclaro and NetApp • Acclaro and LPMs • Annual feedback from in-country teams • Time tracking and metric reporting

17. Best Practices • Identify whether in-country review is bottleneck to timely releases • Meet face-to-face at program kick-off • Ramp up in steps • Keep talking • Acclaro serve as more than a staffing agency • QBRs - monitoring financials and program performance • Performance reviews and in-country feedback

18. Investment Justification • Demonstrate in depth understanding of the problem • Know the main pain points • Convey experience and credibility • Timing • Delays everywhere • No dedicated resources • No SLAs • No consistent quality • Cost to the company - financial and human resources • Delays - realizing the inability to be truly global and simship • Present findings • Present a Future History • Get a sponsor • Fit your program in with the company-wide globalization discussion

19. A Dream Come True • Ongoing and ‘automated’ global simship • Gives time back to the field – return critical hours back to engineers and marketing staff • Dramatically transforms the entire localization function • Consistent quality feedback to translation vendors

20. Q&A

21. Thank You • LiesbethMatthieu, Manager, Localization, NetApp • Emma Young, Director, Operations, Acclaro