ISO17100

ISO 17100, titled Translation services — Requirements for quality and competence of translation service providers, is an international standard published by the International Organization for Standardization (ISO). It specifies the requirements for the core processes, resources (human and technical), and other considerations necessary to deliver translation services that consistently meet client requirements. The standard aims to ensure consistent quality, reliability, and transparency in the provision of translation and related services.

Scope and applicability: ISO 17100 applies to translation service providers of all sizes and types, including language service providers. It covers translations in any language pair and across domains, addressing the entire service delivery lifecycle from order receipt and project management to translation, revision, proofreading, and delivery, including post-delivery handling of client feedback.

Key requirements: The standard outlines the need for a defined management and organizational structure with clear responsibilities, qualified personnel (translators, revisers, project managers), and documented processes. It emphasizes the use of appropriate resources, such as terminology management tools and translation memories, and adherence to client-specific requirements and data protection rules. Subcontracting is permitted but the provider remains responsible for work performed by subcontractors and must ensure subcontractors meet ISO 17100 requirements. A formal quality management approach is required, including quality assurance activities, handling of client feedback and complaints, and corrective actions. Documentation and records management are mandated, ensuring traceability of personnel qualifications, training, and process performance.

Information security and confidentiality: ISO 17100 requires measures to protect client information, including data handling practices and access controls, aligned with confidentiality expectations and contractual obligations.

Adoption and impact: The standard is designed to be compatible with other management systems (notably ISO 9001) and is widely used in the translation industry to demonstrate competence, consistency, and reliability in service delivery. Certification is available through accredited bodies.