통역 사용자에 의한 통역품질평가 - 품질보증 관점의 통역 서비스 실패 사례 분석
Interpreting quality assessment from quality assurance perspective.
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This study analyzed cases of interpreting service failures and identified types of claims filed at each stage of interpreting process. At the pre-process, a 35% of service failures had occurred mainly due to clients' confusion over interpreting dates or language pairs, or refusing to pay penalty for service cancellation. In the in-process, a 53% of claims had been filed for use of wrong terminologies, omissions or errors in interpreted contents, etc. The remaining 12% of service failures had taken place in the post-process. To prevent interpreting service failures, clients need to participate in service process by offering information in advance on interpreting to be performed and opinions on interpreter selection. Clients' participation could be more effectively induced, if it is specified in an interpreting service agreement as responsibilities of clients. At the same time, requesting such information from clients should be stated as interpreters’ responsibilities. When a service failure occurs despite such efforts, the claim should be handled in a manner that ensures fairness both for clients and interpreters. In addition, service failures possibly caused by clients' confusion could be prevented with the use of preparation poka yoke, a quality management tool.
Abstract
This study analyzed cases of interpreting service failures and identified types of claims filed at each stage of interpreting process. At the pre-process, a 35% of service failures had occurred mainly due to clients' confusion over interpreting dates or language pairs, or refusing to pay penalty for service cancellation. In the in-process, a 53% of claims had been filed for use of wrong terminologies, omissions or errors in interpreted contents, etc. The remaining 12% of service failures had taken place in the post-process. To prevent interpreting service failures, clients need to participate in service process by offering information in advance on interpreting to be performed and opinions on interpreter selection. Clients' participation could be more effectively induced, if it is specified in an interpreting service agreement as responsibilities of clients. At the same time, requesting such information from clients should be stated as interpreters’ responsibilities. When a service failure occurs despite such efforts, the claim should be handled in a manner that ensures fairness both for clients and interpreters. In addition, service failures possibly caused by clients' confusion could be prevented with the use of preparation poka yoke, a quality management tool.
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