Quality Management in Interpreting Sylvia Kalina Cologne University

Quality Management in Interpreting Sylvia Kalina Cologne University of Applied Sciences Thessaloniki 2006 1

Overview 1. Principles of Quality Management - definitions, service quality, quality and CI 2. The Interpreting Process - model, empirical research, results 3. Practising QM in CI Thessaloniki 2006 2

Definitions of Quality (ISO) Product which is ‚fit for the purpose‘ Totality of features or characteristics of a product that bear on its ability to satisfy a given need Thessaloniki 2006 3

Principles of Quality Assurance (ISO) … focused on providing confidence that quality requirements will be filfilled …serves for measurement, analysis and improvement … seeks to respond to the needs and expectations of customers Thessaloniki 2006 4

A Process Model of QM (ISO) 8 Principles, among which: Process approach to achieve desired result more efficiently Continual improvement as a permanent objective Thessaloniki 2006 5

The Quality of Services Relative quality: measuring up to predetermined standards and meeting those standards time and again Consistency Conformity (Sallis 1996) Thessaloniki 2006 6

Procedural Concept of Quality Continuous improvement Concentration on excellence (Sallis 1996) Fitness for purpose Meet specifications of customer Fulfil own stated objectives (Harvey & Green 1993) Thessaloniki 2006 7

Service Characteristics (Bruhn 2004) Immateriality Intangibility Indivisibility Transience External factors to be integrated Given location Individuality, variability Thessaloniki 2006 8

Quality and Conference Interpreting Product analysis and relativity (ST vs. TT) Capacity and quality (measurability? ) External conditions and quality Focus on TT Thessaloniki 2006 9

The ideal target text F. Pöchhacker (1994): A text which fully fulfills ist function, i. e. A text which is optimally understood by its recipients. M. Viezzi (1999): „Usability“ Thessaloniki 2006 10

Interpreting products and their characteristics Textuality characteristics (H. Bühler 1986) Correctness, Coherence, Comprehensibility Aedequacy, (terminology, style, communication) completeness, accuracy, no distortions, Thessaloniki 2006 11 consideration of extralinguistic factors

Andrzej Kopczynski (1994) Contextual and situative variables: Technical conditions Work load Framework of discourse Communicative framework Thessaloniki 2006 12

Authentic corpus studies From M. Lederer (1981): Transcripts To A. R. Vuorikoski (2004): Interpreting at the European Parliament … as well as Diriker, Pöchhacker, Kalina … Thessaloniki 2006 13

Limits of product research Authentic data are rare, problem: presentation of data Heterogeneous products, situations and settings are very different (EP, technical conference, TV) Research ethics Detection of underlying causes ? Thessaloniki 2006 14

Interpreter surveys L. Anderson (1979): „Do interpreters work better when they have been given preparation material? “ Interpreters‘ reply: „No“. But: Lamberger-Felber (1998) found: they do! Relativity of findings Thessaloniki 2006 15

User surveys. . . and relativity Bühler, Kurz, Gile, et al. Mack & Cattarruzza, Vuorikoski AIIC Study (1995) Thessaloniki 2006 16

Dimensions of the interpreting process Pre-process In-process (anything that comes(the act of before the act of interpreting and its interpreting) product) Peri-process (external factors during the act of interpreting) Thessaloniki 2006 Post-process ( anything that comes after the act of interpreting) 17

Pre-process Observation Theoretical description of methods of preparation : Phases, methods, procedures Empirical observation: interpreter tools, work flow. . . To be continued with in-process analyses Thessaloniki 2006 18

Some Hypotheses 1. Preparation has an effect on IQ 2. Methods of preparation vary 3. Safety as a priority 4. Dependence on source text formats 5. Preparing for A into B differs from preparation for B into A Thessaloniki 2006 19

Some preliminary results Interpreters keep no documentation Ealry preparation is thematically driven, in-process preparation is mainly search for terminology Room for improvement of organisation of knowledge resources Need for safety is confirmed: numerous multiple entries in manuscripts Thessaloniki 2006 20

Practising QM More research required Self-documentation QM standards Quality management for interpreting services is attainable Thessaloniki 2006 21

ÖNORM 1202 f. Specific to interpreting Minimum requirements for working conditions (1202) Handling of contracts (1203) … Similar efforts underway in Germany (DIN) Thessaloniki 2006 22

Documentation of QM Self-assessment on basis of transparent criteria Definition of interpreters‘ own objectives Documentation of QM on Websites Thessaloniki 2006 23

Thank you! Any suggestions to be addressed to Sylvia. Kalina@fh-koeln. de Thessaloniki 2006 24