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

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

Initial Situation Uncoordinated time to market Varying quality of content No translation memory leverage No established consistent process Dispersed vendor management

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

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

Quality Organizational Chart 6

Bringing it to Life Program kick off Reviewers meet in person Supports shared goals and priorities Increases productivity, camaraderie 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 123

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

Linguistic Quality Workflow Original Document NetApp Linguistic Review Implement Comments DTP Engineering Implement Comments Editorial Review Translation NetApp DTP Review Implement DTP Comments NetApp DTP Sign-off Publish T9N vendor tasks Reviewer tasks

Behind the Scenes

First Year DeliverablesFY11 Q1FY11 Q2FY11 Q3FY11 Q4FY12 Q1 MayJuneJulyAugSepOctNovDecJanFebMarAprMayJuneJuly Define Program Kick Off Program On-board primary LPMs Glossary Style Guide Educate vendors Develop a scalable review process On-board secondary LPMs Field Portal Certification Present to local Marketing team On-board second T9N vendor On-board NetAppU On-board Global Support On-board Product

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

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

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

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

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

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

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

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

Q&A

Thank You Liesbeth Matthieu, Manager, Localization, NetApp Emma Young, Director, Operations, Acclaro