hvb language portal as group-wide translation platform localization world 09 june 2009
TRANSCRIPT
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HVB Language Portal as Group-wide translation platform
Localization World 09 June 2009
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Agenda
2
Brief portrait HypoVereinsbank & UniCredit Group
Language Service at HypoVereinsbank
Initial situation 2008
Definition of objectives – requirements catalogue
HVB Language Portal in detail
Experience & outlook
Sina Zimmermann, COM4LS
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HypoVereinsbankUniCredit's competence centre in Germany
33
789 branches
approx. 23,000 employees
approx. 4 million customers
We are a universal bank and do business with retail banking customers, corporate banking and commercial real estate financing customers and very wealthy customers. We also do business on the international capital markets.
A highly developed culture of service and our local presence
Years of familiarity with regional markets
Our integration into a large European and international network
Our operations
Data: HVB Group in Germany As at: 30 Sept. 2008
What sets us apart from the competition?
Sina Zimmermann, COM4LS
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UniCredit GroupA corporate group with strong roots in 22 European countries...
4444(*) Market capitalisation as at 12 Nov. 2008 As at: 30 Sept. 2008
In addition to our main markets Italy, Germany and Austria presence in:
Azerbaijan, Bosnia and Herzegovina, Bulgaria, Croatia, Czech Republic, Estonia, Hungary, Latvia, Lithuania, Kazakhstan, Kyrgyzstan, Poland, Romania, Russia, Serbia, Slovakia, Slovenia, Turkey and Ukraine.
Customers over 40 million
Branchesover 10,000
Employees approx. 180,000
Ranking* Top 10 in Europe
Top 20 worldwide
Total assets over € 1 trillion
Sina Zimmermann, COM4LS
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Agenda
5
Brief portrait HypoVereinsbank & UniCredit Group
Language Service at HypoVereinsbank
Initial situation 2008
Definition of objectives – requirements catalogue
HVB Language Portal in detail
Experience & outlook
Sina Zimmermann, COM4LS
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HVB Language ServiceSole competence centre within UniCredit Group
Service portfolio
In-house translations (De-En-De)
Coordination of translations for all languages
Quality assurance through proofreading (De-En-De)
Set-up and maintenance of corporate wording ("De-En-It")
Arranging for interpreters (all languages)
Team
Six translators (De-En-De)
Our (in-house) customers
All employees of HVB, increasingly of UCG
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Translation market in a banking context
Basic requirements: Annual and quarterly financial reports Contracts Customer correspondence Speeches & presentations Forms Texts relevant to BAFIN, the German Federal Financial Supervisory Authority (for example, texts
in connection with the German Banking Act (Kreditwesengesetz), disclosure statements pursuant to the German Securities Trading Act (WpHG) or the German Investment Act (InvG) or the like)
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New requirements since the combination: Presentations, Supervisory Board and Management Board minutes, speeches Trilingual intranet: news about all the events at the Bank, about strategy, mission
& the values of the Bank International staff magazine HR texts: contracts, works agreements of the individual countries Press releases, investor relations releases, investor reports IT: manuals, software localisation and so on
Sina Zimmermann, COM4LS
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Agenda
8
Brief portrait HypoVereinsbank & UniCredit Group
Language Service at HypoVereinsbank
Initial situation 2008
Definition of objectives – requirements catalogue
HVB Language Portal in detail
Experience & outlook
Sina Zimmermann, COM4LS
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Initial situation 2008 – general conditions
Increase in translation volume 2005-2008: +140%
Significantly higher quality requirements
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+922 ordersIncrease: 69%
+313 ordersIncrease: 14%
+513 ordersIncrease: 20%
Sina Zimmermann, COM4LS
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Analysis of translation ordering in the Group:
Non-standardised process for ordering translations by colleagues
according to the following pattern:
This approach causes the following problems:
Queries due to missing information
Repetitive steps
Lack of cost transparency
Initial situation 2008 – current-state analysisIdentifying potential for improvement
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Order to thetranslation
mailbox
Clarification ofdetails with the
customer
Translationusing CAT tool
Creatingproject
with CAT tool
Returningfile
by e-mail
Sina Zimmermann, COM4LS
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Agenda
11
Brief portrait HypoVereinsbank & UniCredit Group
Language Service at HypoVereinsbank
Initial situation 2008
Defining objectives – Requirements catalogue
HVB Language Portal in detail
Experience & outlook
Sina Zimmermann, COM4LS
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Definition of objectives
Objectives:
Streamlining coordination for HVB Language Service and for project
managers
Optimising user-friendliness for our customers and thus further
strengthening the position of Language Service within the Group
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Solution: central, standardised tool for processing orders with greater involvement of the customer
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Order portal requirements
Objective: streamlining coordination for Language
Service
Accelerated processes using a standardised workflow
Minimising e-mail traffic with standardised queries
Less administration through own user management
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Order portal requirements
Goal: optimising user-friendliness for our customers
Web-based platform with access by all users in the Group
Trilingual – despite Group language being English
Project wizard for easy navigation
Transparent costs for the customer
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Agenda
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Brief portrait HypoVereinsbank & UniCredit Group
Language Service at HypoVereinsbank
Initial situation 2008
Defining the target system – requirements catalogue
HVB Language Portal in detail
Experience & outlook
Sina Zimmermann, COM4LS
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Agenda
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Brief portrait HypoVereinsbank & UniCredit Group
Language Service at HypoVereinsbank
Initial situation 2008
Definition of objectives – requirements catalogue
HVB Language Portal in detail
Experience & outlook
Sina Zimmermann, COM4LS
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Experience
Challenges
Getting colleagues to accept the new process
Time-consuming processing of mini-orders
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Results
Significant reduction of order turn-around times
Increase in customer satisfaction due to high user-friendliness of
portal
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Outlook
Further optimisation of user-friendliness, for example, by using Download wizard E-mail communication directly via client portal Simplifying input by automatically filling in contact details from
registration
Additional relief for project manager, for example, by Further streamlining processes by getting customers more
involved Automated deadline suggestion system
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Thank you very much for your attention
Should you have any queries, please do not hesitate to contact me.
Sina Zimmermann, COM4LS
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BACKUP: HVB Language Portal in detailHome
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Registration
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Order overview
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Order properties
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Additional properties
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Reference documents
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Contact details
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Languages
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Releasing order
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Translation download – Step 1
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Translation download – Step 2
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Translation download – Step 3
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