ASTM F3130-2018 Standard Practice for Language Service Companies《语言服务公司的标准操作规程》.pdf

1、Designation: F3130 18Standard Practice forLanguage Service Companies1This standard is issued under the fixed designation F3130; the number immediately following the designation indicates the year oforiginal adoption or, in the case of revision, the year of last revision. A number in parentheses indi

2、cates the year of last reapproval. Asuperscript epsilon () indicates an editorial change since the last revision or reapproval.INTRODUCTIONThis practice specifies the basic policies, processes, procedures, and resources needed by aLanguage Service Company (LSC) to provide the quality services requir

3、ed by its clients. This practiceis meant to be a general introduction to the requirements of an LSC, but we leave it for futureexposition as to the specific standards for specified functions including, but not limited to, translation,interpreting, language training, and language testing.This practic

4、e represents a minimum requirements for all Language Service Companies, but is meantto be supplemented by specific standards pertinent to specific service areas, such as the servicesenumerated above. By adhering to the requirements of the practice, an LSC will consistently meet orexceed client expec

5、tations, and that level of performance will bring substantial benefit to the client aswell as greater professional recognition to those companies that are certified to this practice.1. Scope1.1 This practice establishes minimum managementinfrastructure, operations, and development requirements foran

6、 LSC to meet the diverse and evolving needs of its clients asexpressed in the job specifications for assignments, as outlinedin a Job Needs Analysis. The principles presented in thispractice are of value to all LSCs and in particular to thosecompanies starting up in the industry and working to achie

7、vethe description of an LSC eligible for certification in Section 5of this practice.1.2 This standard does not purport to address all of thesafety concerns, if any, associated with its use. It is theresponsibility of the user of this standard to establish appro-priate safety, health, and environment

8、al practices and deter-mine the applicability of regulatory limitations prior to use.1.3 This international standard was developed in accor-dance with internationally recognized principles on standard-ization established in the Decision on Principles for theDevelopment of International Standards, Gu

9、ides and Recom-mendations issued by the World Trade Organization TechnicalBarriers to Trade (TBT) Committee.2. Referenced Documents2.1 ASTM Standards:2F1562 Guide for Use-Oriented Foreign Language Instruc-tionF2089 Practice for Language InterpretingF2575 Guide for Quality Assurance in TranslationF28

10、89 Practice for Assessing Language Proficiency2.2 ISO Standards:3ISO 2603 Simultaneous Interpreting PermanentBooths RequirementsISO 4043 Simultaneous Interpreting Mobile Booths Re-quirementsISO 9001 Quality Management Systems RequirementsISO 13611 Interpreting Guidelines for Community Inter-pretingI

11、SO 17100 Translation Services Requirements for Transla-tion ServicesISO 18587 Translation Services Post-editing of MachineTranslation Output RequirementsISO 20109 Simultaneous Interpreting Equipment Re-quirements1This practice is under the jurisdiction of ASTM Committee F43 on LanguageServices and P

12、roducts and is the direct responsibility of Subcommittee F43.05 onLanguage Services Companies.Current edition approved March 1, 2018. Published March 2018. DOI: 10.1520/F3130-18.2For referenced ASTM standards, visit the ASTM website, www.astm.org, orcontact ASTM Customer Service at serviceastm.org.

13、For Annual Book of ASTMStandards volume information, refer to the standards Document Summary page onthe ASTM website.3Available from International Organization for Standardization (ISO), ISOCentral Secretariat, BIBC II, Chemin de Blandonnet 8, CP 401, 1214 Vernier,Geneva, Switzerland, http:/www.iso.

14、org.Copyright ASTM International, 100 Barr Harbor Drive, PO Box C700, West Conshohocken, PA 19428-2959. United StatesThis international standard was developed in accordance with internationally recognized principles on standardization established in the Decision on Principles for theDevelopment of I

15、nternational Standards, Guides and Recommendations issued by the World Trade Organization Technical Barriers to Trade (TBT) Committee.1ISO 29991 Language Learning Services Outside FormalEducation RequirementsISO/TS 11669 Translation Projects General Guidance2.3 Other Standards:CAN/CGSB-131.10 Transl

16、ation Services4EN 15038 Translation Services Service Requirements53. Terminology3.1 Definitions of Terms Specific to This Standard:3.1.1 clientthe entity which contracts with the LSC and isresponsible for paying for the services rendered.3.1.1.1 DiscussionAclient may or may not be an end user,that i

17、s, one or more individuals who utilize the languageservice.3.1.2 continuous improvementthe ongoing process ofidentifying systemic weaknesses in all operations and takingcorrective action to eliminate them, or ameliorate them ifelimination is not feasible.3.1.3 demonstrateto provide evidence to an in

18、dependentcertifying body, through mutually agreed upon writtendocumentation, observation, or interview, or combinationsthereof, that a task or function can be and, in fact, is performedaccording to the requirements of the standard.3.1.4 evaluateto test or measure, or both, skill and profi-ciencies a

19、pplicable to a specific function, usually used forlanguage function.3.1.5 Job Needs Analysisa process which solicits neces-sary information to identify the language services required bya client and ensures that the job specifications reflect theserequirements.3.1.6 Language Servicea tangible or inta

20、ngible economicgood that facilitates communication in written, oral, or visualform between two or more parties where there is insufficientability by the parties to directly communicate or comprehend,or both, each other linguistically.3.1.7 Language Service Company (LSC)an organizationthat provides o

21、ne or more language services.3.1.8 Quality Assurance (QA)the Quality Managementactivities focused on auditing process procedures to provideconfidence to management, customers, and third parties thatjob requirements can be fulfilled.3.1.9 Quality Control (QC)the Quality Management ac-tivities focused

22、 on monitoring and assessing performance inreal-time to verify job requirements are being fulfilled.3.1.10 Quality Management Systema quality managementsystem (QMS) is a formalized system that documentsprocesses, procedures, and responsibilities for achieving qual-ity policies and objectives. A QMS

23、helps coordinate and directan organizations activities to meet customer and regulatoryrequirements and improve its effectiveness and efficiency on acontinuous basis.4. Summary of Practice4.1 This practice describes the essential operating functionsnecessary for an LSC to satisfy its clients in deliv

24、eringconsistent and reliable value in its language service products.4.2 This practice establishes the minimum resources neces-sary for a company to withstand adverse events and success-fully deliver value to its clients.4.3 This practice establishes the principle that an LSC mustdemonstrate acceptab

25、le quality for the delivery of its servicesor products, or both.4.4 This practice creates auditable criteria, which are in-tended to form the basis for certification of an LSC to thispractice by an authorized certifying body.5. General Requirements for Language ServiceCompanies to Certify Specific L

26、anguage Services5.1 Experience:5.1.1 The LSC shall have had at least three (3) years ofcontinuous operation providing the language service(s) forwhich it is seeking certification without interruption prior to thedate on which certification is requested.5.1.2 For each language service for which certi

27、fication issought, the LSC shall provide at least three (3) references thatrate the company as satisfactory in performance. The clientswho submit references shall, in aggregate, represent at least15 % of the LSCs billing for that service for the previous three(3) years. No single client shall repres

28、ent more than 90 % ofthe LSCs billing for that service for the previous three years.5.1.3 During each of its three (3) years of continuousoperation, the LSC shall have grossed at least USD $100,000(or equivalent) per annum or an aggregate of USD $500,000(or equivalent), or both, for the language ser

29、vices for which itis seeking certification.5.2 Human Resources:5.2.1 The LSC shall demonstrate the ability to recruitemployees including but not limited to the ability to publishadvertisements for jobs, screen job applicants, and conductinterviews and background checks. Examples of the aboveshall be

30、 subject to review to ensure they comply with all legaland policy requirements including but not limited to avoidingdiscrimination by age, race, national origin, religion, andsexual orientation. The LSC should consult the referencedASTM Standards (Guide F1562, Practice F2089, Guide F2575,and Practic

31、e F2889), as applicable to the service provided, foradditional guidance in the provision of services. The LSC mayalso consult additional standards and guidance as appropriate.5.2.2 The LSC will similarly demonstrate the ability torecruit independent contractors as the occasion arises. Suchrecruitmen

32、t will include but not be limited to the ability topublish advertisements as well as procedures for screeningapplicants and conducting interviews and background checks.Examples of the above shall be subject to review to ensure theycomply with all legal and policy requirements, insofar as suchprocedu

33、res do not conflict with rules for independent contrac-tor classification. The LSC should consult the referencedASTM Standards (2.1), as applicable to the service provided,4Available from Canadian General Standards Board (CGSB), 11 Laurier St.,Phase III, Place du Portage, Gatineau, Quebec K1A 0S5, C

34、anada, http:/www.tpsgc-pwgsc.gc.ca/ongc-cgsb.5Available from European Committee for Standardization (CEN), AvenueMarnix 17, B-1000, Brussels, Belgium, http:/www.cen.eu.F3130 182for additional guidance in the provision of services. The LSCmay also consult additional standards and guidance as appro-pr

35、iate.5.2.3 The LSC shall demonstrate that it manages employeesin accordance with applicable laws and policies including butnot limited to investigating employee complaints, maintainingrecords of attendance, paying employees in a timely andappropriate manner and terminating employees, insofar as such

36、procedures do not conflict with rules for independent contrac-tor classification.5.3 Information Technology (IT) Services:5.3.1 The LSC shall maintain sufficient IT resources tosupport its IT network system and employ current software toefficiently process client orders.5.3.2 The LSC shall utilize s

37、oftware for an effective track-ing system for all jobs in progress.5.3.3 The LSC shall maintain security procedures that meetclients stated requirements and, at a minimum, preserveconfidentiality of client communications. The procedures shallinclude provision for all contractors and employees to sig

38、n aNon-Disclosure Agreement protecting all information and jobdata against a breach of confidentiality and immediatelyinforming the LSC of any situation that threatens to compro-mise the confidentiality of such information and job data.5.4 Financial Considerations:5.4.1 The LSC shall maintain accura

39、te involving, AccountsReceivable, Accounts Payable, and general ledger financialrecords.5.4.2 The LSC shall maintain up-to-date financial records ofthe current financial condition of the LSC and its ability tofulfill present and pending financial obligations.5.5 Insurance:5.5.1 The LSC shall maintai

40、n sufficient insurance to providefor continuity in the event of an unexpected disruptive adverseevent.5.5.2 The LSC shall maintain, at a minimum, USD$1,000,000 (or equivalent) liability insurance, commensuratewith the LSCs size and mission, clientele requirements, andlegal and policy requirements un

41、der which the LSC operates.5.5.3 The LSC shall maintain adequate Professional ErrorsExecutive Order 13166, “Improving Ac-cess to Services for Persons with Limited English Proficiency.”(6) Guidance Memorandum; Title VI Prohibition Against NationalOrigin DiscriminationPersons with Limited English Prof

42、iciency,Office for Civil Rights, Department of Health and HumanServices, August 2000.(7) Interagency Language Roundtable: ILR Skill Level Descriptionsfor Translation Performance(8) Interagency Language Roundtable: ILR Skill Level Descriptionsfor Interpretation Performance(9) National Standard Guide

43、for Community Interpreting Services(10) National Standards of Practice for Interpreters in Health Care(11) National Standards for Healthcare Interpreter Training Programs(12) Patients Bill of Rights, American Hospital Association, 1978.(13) Taniguchi v. Kan Pacific Saipan, Ltd., No. 10-1472, S. Ct.

44、(2012),2012 WL 1810216 (U.S.)(14) Universal Convention on Copyright(15) U.S. Department of Justice: Enforcement of Title VI of the CivilRights Act of 1964National Origin Discrimination Against Per-sons With Limited English Proficiency, “LEP Guidance,” August11, 2000.(16) U.S. Executive Order 13166,

45、August 11, 2000(17) 28 U.S.C. 1827 Federal Court Interpreters Act (1978 Court In-terpreters Act and 1988 Amendment)(18) Federal Court Interpreter Orientation Manual and Glossary Pub-lished by the Administrative Office of the U.S. Courts, Court Ser-vices Office(19) General Services Administration (GS

46、A), Professional ServicesSchedule (PSS), Special Item Number (SIN), SIN 382 LanguageServicesASTM International takes no position respecting the validity of any patent rights asserted in connection with any item mentionedin this standard. Users of this standard are expressly advised that determinatio

47、n of the validity of any such patent rights, and the riskof infringement of such rights, are entirely their own responsibility.This standard is subject to revision at any time by the responsible technical committee and must be reviewed every five years andif not revised, either reapproved or withdra

48、wn. Your comments are invited either for revision of this standard or for additional standardsand should be addressed to ASTM International Headquarters. Your comments will receive careful consideration at a meeting of theresponsible technical committee, which you may attend. If you feel that your c

49、omments have not received a fair hearing you shouldmake your views known to the ASTM Committee on Standards, at the address shown below.This standard is copyrighted by ASTM International, 100 Barr Harbor Drive, PO Box C700, West Conshohocken, PA 19428-2959,United States. Individual reprints (single or multiple copies) of this standard may be obtained by contacting ASTM at the aboveaddress or at 610-832-9585 (phone), 610-832-9555 (fax), or serviceastm.org (e-mail); or through the ASTM website(www.astm.org). Permission rights to photo