Toyota Motor Europe`s challenge

Toyota Motor Europe’s
challenge
Reaching people with the knowledge they
need, in the language they learn in
Sann René Glaza
Michael Oettli
Customer Service Training
Toyota Motor Europe
Brussels, Belgium
Managing Director
nlg GmbH
Thessaloniki, Greece
Toyota Motor Europe (TME) training
coverage 2002 (start of LMS roll-out)
22 National Marketing
& Sales Companies
“NMSCs”
English + 16 languages
date 18/04/2012 - page 2
Europe (and TME) expanded and divided
U.S.S.R. became Russia
Ukraine
Kazakhstan
Georgia
Estonia
Latvia
Lithuania
date 18/04/2012 - page 3
Yugoslavia’s common language was
Serbo-Croatian
Serbian
Croatian
Slovenian
Bosnian
Albanian
Macedonian
Hungarian
German
Italian
Greek
English
date 18/04/2012 - page 4
Toyota Motor Europe training coverage
2012 (LMS coverage)
32 NMSCs
56 Countries
17 ‘supported
languages’
+
12 new
languages
date 18/04/2012 - page 5
And people are on the move……….
date 18/04/2012 - page 6
Closer to home
Grandparents
Papa
Italian
Mama
Godfather
date 18/04/2012 - page 7
French
Dutch
English
Spanish
Spanish
English
French
Farsi
English
German
Dutch
French
No common language
French
Dutch
Facts about languages in Europe
date 18/04/2012 - page 8
Facts about languages in Europe
How well can they speak their
22%
second language?
very good
On holiday:
44%
Can they study content?
date 18/04/2012 - page 9
8%
Only
Where do they speak it?
Technical Training and Language
Toyota Motor Europe has ca.17000 technicians identified
in our LMS system. They all need the capability to repair
and maintain our cars.
date 18/04/2012 - page 10
NMSC LMS set-up – local deployment
Region 1
Retailer A
Retailer B
Region 2
Retailer C
date 18/04/2012 - page 11
Employees
Retailers
Toyota
Lexus
IRs
Four level technician certification program
DMT
DT
PT
TT
date 18/04/2012 - page 12
Diagnostic Master Technician
Diagnostic Technician
Pro Technician
Toyota Technician
TME provided content
+
+
date 18/04/2012 - page 13
=
• Outdated source material
• Content management – avoiding duplication
• Knowledge moves to appropriate levels
• Content not linked to competencies
date 18/04/2012 - page 14
Current structure - chopped
Identify new
date 18/04/2012 - page 15
Update structure - levels
DMT
DT
PT
TT
date 18/04/2012 - page 16
Content Management- subject
DMT
DT
PT
TT
date 18/04/2012 - page 17
LMS (Toyota Connect) - groups
DMT
DT
PT
TT
Group = a course in English
date 18/04/2012 - page 18
Review Outline
1.
Content
Development
4.
2.
E-learning
Release
to
NMSCs
development
V2
Review on
LMS
Review w/
NLG tool
3.
Translation
date 18/04/2012 - page 19
Review on
Sharepoint
TEAM21_V2 – Translation Revision Process
Timeline
We added QA’s and time
to process feedback
date 18/04/2012 - page 20
Proposed rota schedule
TEAM21_V2 – Translation Rota
How does it work?
1- Divided in Batches
2- Divided by language
3- Divided by NMSC
date 18/04/2012 - page 21
TEAM21_V2 – Why a Rota?
View on language
View on NMSC
- Fair division of revision time
- Better visualisation on courses against deadline
date 18/04/2012 - page 22
TEAM21_V2 – Translation and Release Plan
date 18/04/2012 - page 23
Our translation partner
Understands our business
Can use our existing translation memories
Meets competitive costing requirements
Flexible and collaborative
Meet nlg
date 18/04/2012 - page 24
Project Initiation:
1.
2.
3.
4.
TME new translation request
nlg exports course(s) from LMS
nlg quotes course(s)
TME approves/rejects (to be revised) quotation
Final delivery:
1. nlg merges course(s) in LMS
date 18/04/2012 - page 25
Review process:
Translation process:
1. NMSCs review course(s)
using the next level
review system
2. TME monitors status via
next level client portal
3. nlg manages review and
NMSC reviewers
1. nlg exports translation copies
2. nlg translates using
Translation Memory Systems
Next Level Review System
How it works
date 18/04/2012 - page 26
Next Level Review System
How it works
See previous translations
See terminology
date 18/04/2012 - page 27
Next Level Review System
Change Report
Who?
date 18/04/2012 - page 28
What?
Where?
When?
Next Level Review System - Benefits
Multiple reviewers share workload
Automated update of Translation Memory
date 18/04/2012 - page 29
Next Level Review System - Benefits
Faster Review
After review, all approved translations are locked.
Translators and reviewers do not touch them again.
date 18/04/2012 - page 30
Next Level Review System - Benefits
Faster Review
Global changes to complete segments applied immediately
and everywhere in the entire course with just one click.
date 18/04/2012 - page 31
Next Level Review System - Benefits
Terminology Changes
Terminology changes within
segments are also quick and
easy with Global Searches
date 18/04/2012 - page 32
Next Level Review System - Benefits
Review in Context
with navigation menu
Translation for review
date 18/04/2012 - page 33
Published source document
Next Level Review System - Benefits
Time Management
Clear overview of assigned projects on welcome page
date 18/04/2012 - page 34
Next Level Review System - Benefits
Status Overview - WIP
List of all files for review:
Status of file
Number of segments
Number of changed
segments
Number of locked
segments
date 18/04/2012 - page 35
Future:
Machine translation to reduce cost
and turnaround time
Start with:
Continue with:
Spanish and French
Italian, Russian, Portuguese.
date 18/04/2012 - page 36
• Founded in 2000
• Certified to ISO 9001:2008 and
EN 15038
• Services into 42 languages
• Long-term relationship with major
clients including Toyota, BMW,
Volkswagen, SPX/Rolls Royce,
Siemens, Olympus, Agilent, VOITH,
Alstom, Novartis and more
Michael Oettli
[email protected]
www.nlgworldwide.com
date 18/04/2012 - page 37
Benefits for TME
• Development of a comprehensive work process for current and
future translation projects
• Better understanding of the impact of all
processes in the work streams on translation
• A direct and continuous impact on cost
• Staying up-to-date with translation technology
date 18/04/2012 - page 38
date 18/04/2012 - page 39
Thank you
[email protected]
[email protected]