��Ŀ䛡� List of Figures Foreword Dedication Preface Technologieal change Getting the bualance right 1 Introduction Setting up a transtation business Summary of tasks for scting up a company What type of oryzanisation? 2. Ongamisational Developmem Write a business plan! Making the decisions Making the transttion from a singte practitioner Determine where the organisation wants to be Diagnose the present state 3.The Business Plan What services resources do you plan to offer? All languages in all subjects? From where are you going to run your business? Overview Delegation and departmentalisation The ergunisstion and is industry Developing serviees 4.An Introduction to Quality Mamgement ISO 9001:2000 European standard for translation services Documented quality management from the outset Quality policy Commitment Qualiy gap malysis MANAGING TRANSLATION SERVICES Benchmarking and qualiy mumgement Quality framework Comtrnct review Projeet maragement Pre-delivery checks on transtations Comunication und understanding 5 Quafiy Procedures Document contol Control of documents Approval prior to issue Document status Other documents Rocords Management reviews Product realisation Order registation Customer focus Benchmarking eustomers Customer complaints Purchusing goods and services Production and service provisiom Project documentation Quality auditing Analysis of duta and improvement 6 Work Instuctions Management of quality documents Instruction regarding enquiries and requests for pricing information Order registration 7 Managing Hunan Resourees Stuff recruiment The recruiment process Advertising a staff position Interview process Adverrising through recruitment agencies Engaging freclance staff Esuablishing credentials Professional development Procedures for managing extenal resoures Physical resourees 8 Customer Relatims Customer misconceptions Customer education Benchmnrking difterentiation and best practice How can your organisation differentiate itseif from the competition? lnvestors in People 9 Your Exi Stnategy Planned retirement Selling your business Price 10 References Organisutions for translation companies Other relevant organisations 11 Reading List 12 Appendiees Appendix1-Documented standards relevant to translation Appendix 2-Model of a job interview tecord Appendix 3-Modcl for compiling staff regulations Appendix 4-Example of Work Order Form Appendix 5-Customer complaint resolution process Appendix 6- Example of a customer complaint and its resolution Appendix 7-Sub-contactor recond Appendix 8-Non-discloure agrcement Appendix 9- Education and training record Ihdex