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McElroy’s Values
McElroy Translation’s experience along with its dedicated team of professional account managers, project managers, vendor managers, and customer service specialists ensures that our quality workflow processes are consistently implemented and our clients receive a clear and transparent representation of what we are providing them and what they will be paying for. McElroy values integrity, quality, teamwork, and proactive problem-solving within its organization, which carry over into the level of service and experience delivered to our clients.
Integrity
Since 1968, McElroy has provided technical, business, and marketing translations for more than 4,000 clients in almost every field imaginable for more than 200 languages. We continue to earn the business of many long-term clients and currently work with a roster of more than 850 clients.
• We have more than 42 years of experience, while retaining our very first client, Celanese, since 1968.
• We have been providing patent translations to the U.S. Patent & Trademark Office and Procter & Gamble for more than 30 years.
• We have continuously served many large corporate legal departments for 20+ years, including Exxon Mobil, ConocoPhillips, OTIS Elevator, Amgen, and Applied Materials.
Teamwork
• A dedicated account manager and customer service staff provide updates, answer questions, and support your team throughout a project’s life cycle.
• Top linguistic resources have been cultivated and maintained during McElroy’s 30 years of experience within the intellectual property and patent litigation environment.
• An experienced vendor management office offers a unique, focused ability to assign the right resource to the right project in the right time frame.
• A project management team is assigned to each project, led by a professionally trained project manager. With a consultative, flexible approach, your project management team works together to sort out possible inefficiencies throughout a project’s life cycle and share knowledge of each project’s intricacies and processes to ensure that the absence of one member does not hinder production.
Quality
Seventy percent of McElroy’s clients who responded to the 2009 customer service survey indicated that quality of translation was their greatest priority in purchasing translation services, with more than 95% of respondents stating that McElroy’s quality was either above average or excellent. McElroy’s workflow processes combined with the expertise of its resources ensure that our quality assurance protocol is constantly monitored and consistently implemented.
McElroy’s standard workflow and quality control processes* begin upon receipt of a client’s files when job specifications—including client number, due-out date, word count, language, and special instructions—are determined and logged in.
• Translator: the project is sent to a project manager who assigns the job with instructions to an appropriate first translator chosen for language, locale, and subject matter expertise.
• File Management: a project manager receives the file from the translator and implements standard formats, custom formats, and any other special instructions provided by the client.
• Technical Review: the project is sent to a second native speaker of the target language with subject matter expertise for review, with any major questions going back to the first translator.
• Quality Control: the project is then reviewed by a project manager to insure that all client requests have been addressed, there are no omissions, and the flow of the document is accurate. Additional linguistic review is implemented at this stage upon client’s request.
Proactive problem-solving
McElroy’s highly skilled executive team works together closely to set client expectations in advance and keep in-house operations running smoothly.
• CEO: provides results and metrics-driven leadership to develop a team of executives who make facts-based decisions surrounding departmental processes and communication.
• Director of Production: analyzes data to forecast potential bottlenecks from employee or resource overutilization; provides extensive cross-training to develop skills and ensure consistent quality from project to project.
• Technology Manager: ensures that all technology is used effectively and that each department’s processes for working within specific technology are at their most efficient.
• Marketing Manager: surveys clients to monitor satisfaction and reports back to the team on any comments that may not have been previously communicated; develops process documentation to set expectations for clients on more advanced projects.
• Sales Manager: directs account managers on setting client’s expectations by identifying when a client’s deadline or budget may effect internal quality control processes.
