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Originally “Systems,

Applications and Products


in Data Processing”
Or, how does terminology get …

... from SAP ... ... to the customers?

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Agenda

Corporate profile (short version) and products


Terminology management at SAP
Some closing words
Appendix
Corporate profile (the longer official version)
SAPterm information for those with SAP system access

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Corporate profile (short
version) and products
SAP AG – back when I started (1995) …

5000
SAP employees worldwide

41
Countries

4
Industry-specific solutions

15
Languages

19
Country subsidiaries

4300+
SAP customers worldwide

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SAP AG today

66,000+
SAP employees worldwide

190
Countries

25
Industry-specific solutions

47
Languages

130
Country subsidiaries

250,000+
SAP customers worldwide

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The global SAP development network (SAP Labs)

Russia
Moscow
Germany
Canada
Walldorf / St. Leon-Rot
Montreal
Bulgaria
Hungary Sofia
Budapest
USA
China
Palo Alto, California Israel
Shanghai
Ra’anana

India
Bangalore

Brazil
São Leopoldo

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SAP today

SAP AG annual revenue 2013: €16.9 billion


More than 250,000 companies use SAP products
The world’s leading provider of application software for companies
The world’s 3d largest independent software company
Millions of people use SAP solutions for:
Integrating business processes
Improving competitive strength
Earning faster returns on lower system cost-of-ownership
A unique partner network
2,0 million SAP Community members
Software Developer Network
Business Process Expert Network
Industry Value Networks

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What are SAP products?

Software component Product instance = (Software)


version = product version =
Smallest units of Combined groups of Combined groups of
software coding software component versions product instances

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What are SAP products?

Software component Product instance = (Software)


version = product version =
Smallest units of Combined groups of Combined groups of
software coding software component versions product instances

SAP ERP Financials

FI-TV / Travel SAP ERP Operations


Management

SAP ERP Human Capital Management

India Localization for SAP ERP


CO-OM-CCA / Cost Center
Accounting

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Our strategy: Offer complete solution portfolios for all
employees in all industrial sectors for all companies

User-friendly approach
Integration with On Premise
und On Demand

Industry-based or
packaged solution
Integration with On Premise

Best Practices
Non-distruptive innnovation
of enhancements

Common technology
foundation for many different
solutions
In-Memory – Use working
memory for data storage and
significantly faster access speeds
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SAP’s product/solutions strategy:
To compete for leadership in all five market categories

Extending Broadening Strengthening Becoming Becoming a


leadership in Analytics leadership in fastest growing profitable
Applications footprint Mobile D&T company Cloud
leader

Innovation powered by SAP HANA

Deliver the highest customer value through innovation without disruption

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SAP HANA speeds up and simplifies work

Operational Data
system Warehouse /
Data Marts

OLTP OLAP

Business event

SAP HANA

In-memory
Analyze
technology
and
take action!

No aggregation / no data preparation / no data marts

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Example: Energy industry
A diverse landscape with diverse terminology

Renewable
Mining energy
Upstream

Onshore Hydropower
extraction
Offshore Gas-to-
extraction Liquids Power plant
Downstream

s
y
Petro-
chemicals
Plastics lubricants
Transport Retail Industry Households
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Sample business process – SAP Oil & Gas Business Map

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What the customer sees – local frontend

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What the customer sees – Mobile

Filter by: Maintenance History

E 0.1km
Vent Pipe 3
Last Maintenance: 2 Weeks

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SAP touches the lives of billions of people – every day

Our industry solutions support:


The processing of
80% The production of the 3.0 billion
of the world’s
annual production top 20 utility bills per year
of chocolate prescription medicines
in the world
The production of The manufacture of
70 million The production of 95,000
barrels of oil every day
75% cars every day
of all radio and television
The monitoring of broadcasts worldwide and
82%
6 billion 60% of the world’s annual
transactions in US stock of all films worldwide production of
exchanges every day coffee and tea
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42 years of experience across all industries

HANDEL

KONSUMGÜTER- FINANZDIENST-
INDUSTRIE LEISTUNGEN

PROZESS- FERTIGUNGS-
INDUSTRIE INDUSTRIE

DIENST- ÖFFENT-
LEISTUNGEN LICHE
VERWAL-
TUNG

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The Best-Run Businesses Run SAP –
In Belgium

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Terminology management
at SAP
Why terminology management?

Consistency in communication
Do you tell customers to use the electronic catalog, the E-Catalog, the
eCatalog, the Online Catalog ... or something else entirely?

Reusability in different functional areas


Product development, documentation, consulting,
customer service, marketing ...

Reliability across contexts and languages


DE Position EN item ES posición
PL pozycja FR poste ...

In a word: Quality!
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UI Texts: Quality Pyramid *
* Based on a ranking survey undertaken at SAP – see Stotz (2014)

1: No negative
formulations, no long
sentences, no
nominalizations
Interesting Pleasurable: Innovations
2: Not wordy, not human
ambiguous, not conversation
redundant
3: Reads as if Simple, consistent
written by a terminology
native speaker
All necessary information on the UI
Usable: Content
No abbreviations without context
Simple language
Clear language
Idiomatic language
Focused on the tasks and goals of the user
Chronological order is followed Does not state the obvious

Grammar correct
Spelling correct Reliable:
Direct address and active voice
Consistent capitalization Punctuation correct Parallel constructions Form

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SAP interface – language selection at logon
English
Japanese
Arabic

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SAP interface – multiple languages and countries

German English

Italian Japanese Chinese

Arabic Russian

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Non-standardized terminology costs money
Changes required in – – in [X] languages –

Products, their user


interfaces...

Documentation,
operating/installation
instructions ...

Training materials,
multimedia, web
pages, contracts,
brochures and
other marketing
information ...
– AND corresponding changes for customers and partners!
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Fixed vs. variable costs in terminology work *
* afterSchwetz (1994), Wright (1996)

Costs Rising variable costs


if no systematic term work
takes place – little/no
resuability of terminology,
duplicate efforts, redundant
and contradictory tasks

Fixed costs for


Variable costs minus upfront
terminology work
investment and fixed costs
of systematic term work =
Personnel costs overall savings thanks
Term database to term reuse, decreased
Standards/ redundancy, and
processes coordination of term
Training management tasks
Ongoing term
work, projects,
Crossover point at which
coordination,
term management results
database
in lower costs
system
maintenance

Frequency of terminology use

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The earlier the terminology investment, the better *
* after Schütz and Nübel (1998)

Product / service phase Cost multiplier for term/


definition creation
Specification 0.1–0.2

Technical writing (research) 0.5

Technical writing (text) 1.0

Editing 2.0

Acceptance test 5.0

Translation 10.0

Support / maintenance 20.0

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The framework for terminology management at SAP

SAP:
… is active in over 180 countries and supports over 232,000 customers
… offers standardized software and support for general business processes and
specialized processes for more than 25 industry sectors
… pursues a worldwide, distributed development and sales strategy

This means:
… over 42 standard logon languages (and a few more special project languages)
… specialized terms are required from every conceivable branch of business for
all of these languages
… term information is needed by 66,000+ internal SAP employees and by millions
of external customers, partners, and consultants

This results in:


… a unique terminology management challenge – no other company
attempts to cover as many subject areas in depth in as many languages
as SAP!
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Terminology management = Knowledge management *
* After Nonaka (1997)

implicit conceptual
Daily work and Formulating
experience experience for
others in
understandable
Personal Knowledge
and reusable
knowledge creation ways

Organi- Handoff
point
zational
knowledge

Knowledge Knowledge
distribution capture systemic
operational Process-based
Providing role- testing of
based access to concepts
knowledge
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Terminology and conceptualization

Create concepts and


formulate for others
personal conceptual Define terminology
standards based on
international norms
Require all “language
Term workers” to enforce
knowledge standards for terms and
definitions in their teams
Train employees in
terminology work
operational systemic

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Development team organization at SAP

Software development Technical writing * Translation


EN (and some DE) EN (and some DE) EN > DE & DE > EN

* At SAP: “Information Development”

Multiple teams in software development create solutions – software component


versions, product instances, product versions – based on customer/market needs
LEAN principles: Development in “takts” (production cycles) to reduce or eliminate
waste in development and improve quality
Ideally 10-20 software developers to 1 technical writer and 1 translator – in reality
most writers and translators work simultaneously for multiple teams in parallel
Terminology is discussed and agreed upon in the teams, between teams in the same
department, and (best-case) on a cross-departmental basis
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Handoff point: Terminology creation

Terminology standards Terminology training


Standards für Terminologieeinträge in SAPterm: Deutsch (DE)
Status: Januar 2004

Allgemeine Richtlinien für das Erstellen von Einträgen

Die nachfolgend dargestellten Bestimmungen stimmen überein mit dem allgemein üblichen Vorgehen
bei der Terminologiearbeit. Viele dieser Bestimmungen basieren auf einschlägigen ISO-Normen.

Allgemeine Form von Terminologieeinträgen

Geben Sie den Eintrag in seiner unflektierten grammatischen Grundform ein. Die Struktur der
Grundform richtet sich nach der Wortart.

- Substantive: Verwenden Sie den Singular.

Beispiel

Buchungskreis – nicht Buchungskreise

- Verben: Verwenden Sie den Infinitiv des Verbs (nicht den erweiterten Infinitiv mit zu +
Infinitiv).

Beispiel

sichern – nicht zu sichern

- Adjektive: Verwenden Sie die unflektierte positive Form (keine Steigerungsform).

Beispiel

rechtsbündig – nicht rechtsbündige

- Adverbien: Verwenden Sie die Grundform.

Beispiel

plötzlich

Verwenden Sie eine von der Grundform abweichende Form (z. B. Substantiv im Plural) nur dann,
wenn durch die Flexion ein Bedeutungsunterschied gegenüber der Grundform markiert wird.

Beispiel

Die Pluralform Daten bedeutet etwas anderes als die Singularform Datum.
Leute ist eine grammatische Pluralform (Pluraletantum), zu der kein Singular existiert.

Verwenden Sie Interpunktionszeichen – Anführungszeichen, Schrägstriche, Kommas usw. – nur


dann, wenn es sich um unverzichtbare, integrale Bestandteile des Begriffs selbst handelt.

Beispiel

.NET iView
WE/RE-Verrechnung

Fügen Sie dem Eintrag keine kontextbezogenen Informationen hinzu (z. B. in Klammern
nachgestellte Information am Ende des Eintrags). Verwenden Sie für kontextbezogene

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History of term standards and training at SAP

Standards Training

To 1990: No standards! To 1993: No training!

1991: “Entry Conventions” for the DICT 1994: First (?) workshops for colleagues
term tool – DE and EN only in Germany

1993-1997: DE/EN standards translated to 1997-99: Training units reworked and


other languages – word-for-word, and not made part of mandatory technical writer /
adapted for the new term tool translator curriculum

1998: Standards radically rewritten, 2000-2002: Additional advanced training


based on ISO norms; teams required to developed, lecture series established
create language-specific standards or be
thrown out of the term database 2005: E-learning units and online training

2003: Update of the cross-language 2008: Training concept for new external
standards and quality measurements translation suppliers includes training on
location and follow-up monitoring

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SAP standard: Use the customers’ terminology

SAP uses established standard


terminology as much as possible
from relevant subject areas –

Standard dictionaries
Internet research
Consultant, subject area expert, and
customer feedback

– but SAP does not avoid creating


new terms based on SAP solutions
and products when necessary

Example: “Customer Relationship


Management” terms were translated
into Turkish, Hungarian, and other
languages for the first time as part of
SAP products – the terms are now
textbook standards in those languages
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Terminology: Which languages do we need?

Source language: German Source language: English

Czech Polish Chinese (Simplified)


Danish Portuguese Chinese (Traditional)
Dutch Russian Hebrew
English Slovak Japanese
Finnish Spanish Korean
French Swedish Serbian
Hungarian ... Thai
Italian Turkish
Norwegian ...
German
...
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SAPterm statistics (Apr 2014)

Standard languages: 39
Arabic Czech German Japanese Polish Slovenian
Bulgarian Danish Greek Kazakh Portuguese Spanish
Catalan Dutch Hebrew Korean Romanian Swedish
Chinese (Simplified) English Hindi Latvian Russian Thai
Chinese (Traditional) Estonian Hungarian Lithuanian Serbian Turkish
Croatian Finnish Italian Norwegian Slovakian Ukrainian
French Persian Vietnamese

Additional languages (some not in SAPterm)


Afrikaans Malaysian Portuguese (Portugal) Spanish (Columbia)

New standard languages 2014 (maybe?) :


Bengali Spanish (Mexico) Tagalog …?

Main term entries: 3.8 million (165,000 DE/EN source entries


translated in ca. 42 languages) plus 400,000 variants (abbreviations, etc.)

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Terminology and systems

Collect and test all


terms in a central
official database
Designate SAPterm as the
personal conceptual single-source repository
Define and publicize
processes; develop
Term SAPterm improvements
knowledge based on process (not the
reverse)
Integrate SAPterm with
other tools requiring term
operational systemic data
Train employees about
processes and SAPterm
use

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Handoff point: Term Review

Terminology processes Terminology database


Information
Software Knowledge SAPLanguage
Development
Development M anag ement Se rv ice s
DE/EN

Project leaddef ines SLSlanguage coord.


sof tware dev elopment KM plans doc u/trans / nam es subject m at ter
project goals and editingres ourc es experts per language and
deadlines product

Sof twaredev writ es spec & KM determines s cope of


g

designpaperf or each doc um entationand


dev elopment r esourc eas signm ents

Project respons ibles I nf o dev D E/EN enters and PKBrev iews quality of
def ineproduct/ f unct ion r eleas es t erm s in
ex is ting terminology
names and key terms SAPterm

Sof t ware dev creates


sof tware int erf aceand I nf odev DE/EN creates
doc um ent ation
texts

PKBandf ollow-on
S oftw are developmentand infor mation develo pmen tDE/EN ap pl yu sab il ity ap pro ach to m in im ize need for
languages gather and
softwar etexts and do cument ation an d stand ard iz eterm ino log y
ev aluatet erm candidates

In fo rm ation developmentD E/ EN and SAPLanguageServices


agreeon new/ changed ter minology

Sof tware dev changes I nf o dev D E/EN enters and Follow-onlanguages


sof t waret o conf orm with r eleas es t erm s in trans late term s in
term decisions SAPterm SAPt erm

Lang coords organize


Sof tware dev releases Inf o dev DE/EN works on
t erm rev iews by subject
sof twaret o inf odev DE/EN t ex ts andtooltips
m atterex perts

Follow-onlanguages
releaset erms inSAPt erm

I nf odev D E/EN applies


quality c ontrolt ools
p

I nf odev DE/EN inf orm s


team RE newt erms

Follow-onlanguages
I nf odev D E/EN enters
enterreleasedt erm s in
t erm s inSAPterm
ProposalPool

Inf o dev DE/EN releases


texts

SLS
Translation

Follow-onlanguages
enter unknownt erm s f or
news group discuss ion

Inf odev DE/EN corrects


KM inf orms QM of doc u
t ex ts anddocubasedon
f orAc c eptanc eTes t
Ac c eptance Tes t

I nf odev D E/EN chec ks Follow-onlanguages


term c onsistenc y translatechangedt ex ts

Handover to
Verification STePS Process Overview: Dec 2003

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After
Portfolio Project Translation Project
i Project Planning Translation Project
Planning Preparation Preparation Close
Close
Portfolio Provide test Organize LAT
planning Provide info landscape incl. Review terminology
(interaction with sessions for Review languages (delta)
Customer customer via SLS/agencie terminology external access Test translation in
Involvement questionnaire) s (initial) & test data context (test
systems/LAT)

1 Define project 13 24 27 28-33


scope (incl. Request
feasibility, initial worklist Delivery
Maintain SLS Kickoff to final
transl. run + top (finalize manual Maintain SF
Agree quality assembly
relevance and texts if milestones), create translatio Postdelivery
requirement with
Create deadlines) applicable n Milestone XLS
customer/ field project book and Monitor
program in Create /project
project page translation
system SLS Create Establish project reporting Maintain
Setup confirmation Update close
Project budget system item in list User Handover to PPMS
item setup + Identify forecas Monitor
Administration incl. IO evaluatio
SLS Create
PM, admi t data statistics DM Post-
Input on the ref. TM /
Group n Maintain identify n mortem/lessons
Scope provide
budget team If Handover to PM learned (“no loose
(languages / strategy access Create Collectio Clarifi-
item in mem- applicable: cation of responsible for ends”)
deliverables) Maintain to Res- n assign-
SLS if bers Check for new support
translation ABAP ource ment to
necessar PDF, PDF packages (initial PEP
system in search reques trans- collection
y workflow translation only)
SLS tool t lators s

2 3 4 5 6 7 8 9 10 12 13 14 15 16 17 18 19 20 21 23 24 27 28 29 30 33 34 35 35 36
Organize/ex Ongoing Activities during
Determine Provide
ecute translation: Active
language Provide Request feedback to
Check Provide terminology communication with partners, Q-
strategy incl. input on system Hand- dev./doc.
initial more review with questions, general queries,
LAT landscape release over writers
stats + detailed experts generating BLIs for team
responsibility incl. test for to PM based on
Quality and update project (field, dev., Query Handling (ongoing)
system Astaro PM) Coordination/ source
Assurance organization forecast plan Prepare + setting up
Regular quality checks (e.g.
queries of
Term Q- QETT)
kickoff check LAT/testing of previous
Terminology review coordination
terminology translation in releases
Process CSS messages
project (project context
key, etc.)

4-11 13-14 23 25 27
27-33 31 32 33 Get final
37
feedback
Vendor
Create on product
follow-up, in
shopping decide on Final LAT
Info sessions
Supplier & knowledge cart activity validation translation
Confir- Close
Knowledge language POs
management transfer to transfer Vendor based on mation
(country
development (product info, assign- QETT- checking
sign-off)
processes, ment results (invoice)
tools) Ongoing activities during translation:
22 23 Translate SAPterm entries 37 39
Project
Translat Translate texts Project
comple
Translate e TT Use test system environment evaluatio
-tion
Translation terminology directly Process n by
report
Generate QETT and takt-based confirmation partner
Perform worklists /invoices
Release 24 26 27-33
33 37 38
system
system(s
Technical setup
) for
Ongoing activities during translation:
Solve technical problems
Support Astaro Create worklists regularly
Create
11 14 Implement 27-33
Ongoing or reported + customer
update corrections
activities (not project style from running
specific) guides releases

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Term process example: Data flows for shipment

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Term process example: High-level overview

Software development, product


owner, usability, and information
development teams create and
define terms Feedback

Source language (SL) technical


writers and translators create
and review SL terms

SAPterm
Terminology
Database
Feedback

Translators create and review Reference for Reference for all SAP Reference for externals
target language (TL) terms technical writers colleagues (customers, partners,
and translators suppliers)

Technical writers and translators


review terms based on
internal/external feedback
Feedback Feedback

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Technical writing at SAP

Knowledge Management in the source languages English and German


Technical writers + translators + coordinators + editors work directly in their teams/units
Each role has a training curriculum path
The basic terminology course is mandatory!
Advanced terminology training is offered for experienced colleagues

Technical writer (at SAP the “information developer”“)


Approx. 600, of which 4/5 write in EN (not necessarily native speakers!) and 1/5 write in DE
Mostly located in Germany and USA; larger concentrations in India, Ireland, Israel, Canada,
and China; smaller teams and individuals scattered around the globe

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Internal translation at SAP

Translation English < > German


Approx. 150, of which 4/5 translate EN DE and 1/5 DE EN
Translators work directly in the development teams or in the central translation team

Translation for project languages


SAP country subsidiaries coordinate translation locally in non-standard languages for special
customer projects – some of these may become standard languages if supported by an
official business case (language investment vs. sales potential)

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The terminologist at SAP *
* Role at SAP called “SAPterm Superuser“

A technical writer, translator, or coordinator with additional SAPterm


authorizations – and additional responsibilities:

Monitor term entries and their definitions in a given language and given subject
area in cooperation with the terminologists responsible for the other languages
Organize and promote harmonization of terminology for the team, the unit, and,
where possible for the company (and beyond)
Help team colleagues with SAPterm-related issues

1 new

2 review
1 New
3 released
2 Review
3 Release
4 delete
4 Delete
... 0 translate
Special
position? item?

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Facts about SAP Language Services (SLS)

SLS is part of Globalization Services, which includes the development teams for
localization and internationalization
SLS has 200 colleagues in 20 SAP offices worldwide, coordinating translation projects for
39 standard languages and providing other language services and technologies for all SAP
products, services, and corporate documents
SLS works with 110 translation suppliers (2800 translators) worldwide
In 2013 280 million words were translated from the source languages English and German

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SAP Language Services: “Translating SAP for the World”

VP Office

Process & Quality Governance & Translation Cross Functions Terminology@SAP

Translation Delivery Teams Product 1


Applications
Line Management

SLS SAP AG (& EMEA)

SLS Asia Translation Delivery Teams Product 2 Business Partner


TIP, Cloud, M&A Management
SLS Ireland

SLS Japan

SLS North America Translation Delivery Teams


Product Support & Corporate Content

Language Technology Group


Engineering

Language Technology

Translation Solutions Development

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SAP Language Services – Sample process for products

Request from Translation suppliers


SAP customer Product translation (usually located in-country), requiring
or market third-party budget and approval SAP customer
research
SAP Language Services

Business Partner Management (BPM)


Assignment and administration of external translation suppliers *

Product owner
Translation Service Team (TST) Development
in the
Project management, quality assurance, and translation delivery unit integrates
development
Responsibility: Service Owner the translation
unit orders
in the product
languages

Language Technology Group (LTG)


Translation environment and formats; development and support for translation software

* SAP translates many products and documents in-house, especially for EN < > DE

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SAP Language Services / Terminology@SAP

Mission: Quality terminology at every fingertip

The “Term Team” provides cross-language,


cross-topic, and cross-departmental support for all
aspects of terminology management at SAP:
Collect and distribute term management information
Collect user needs and suggest (or require) solutions
Standards and processes
SAPterm development
Distribution routes
Training, workshops, presentations
Monitor term work, provide user and project support
Provide training for technical writers, translators, and
terminologists
Support special projects
Integrate terms (and term management) of acquired companies
Implement new languages in SAPterm
Participate in developing the TBX standard for terminology (ISO 30042)
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SAP Language Services / Translation Solutions
Development (TSD)

TSD develops internal solutions and supports integration with other tools:

Solutions on the SAP NetWeaver platform


Translation of SAP product interfaces,
documentation, table entries
Terminology tool SAPterm
Integration with other tools
Content management systems
Controlled language
Translation memory systems
Machine translation

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SAPterm – initial screen

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SAPterm – advanced search

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SAPterm – results list

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SAPterm –term entry detailed view

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Terminology and operations

Distribute the term


database contents
personal conceptual Define role-based access
to the term shipment and
display options
Inform users about term
Term access – presentations,
knowledge posters, articles in SAP
newsletters, SAP TV
shows …
Provide documentation
operational systemic and FAQs for users

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The “family tree” of terminology at SAP
Until 1990 1990 R/2 Dictionary,
Books, etc. R/2 transaction DICT 2 vols. (DE-EN /
EN-DE)

WinHelp
Glossar
Lotus Notes
1993 (project
Basis transaction SE64 cancelled)

SAPterm
Junior

sapinfo.net
Glossary
HTML
1998 Glossary
SAP NetWeaver STERM
SAPterm
Web Access

Trados SAPterm
MultiTerm CD

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Circles of Terminology Users
Other (“rest of world”)
Industry/Branch
Customers

Partners/Contractors

Internal Users

Terminologists
Terminology
Database
Users need
less access
and less
detailed
information
as one
moves
outwards
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Handoff point: Terminology distribution

Shipment / availability based on defined user roles

Terminology and glossary


SAPterm in SAP NetWeaver
SAPterm Web Access (internal)
SAPterm CD (external OBSOLETE)
SAPterm SAPterm.com (external)
data
Glossary (monolingual
definitions only)
SAP Help
Glossary appendix for brochures,
training materials, etc.

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Term distribution example: Glossary in SAP Help

Available from SAP


product documentation
(Help > Glossary) in
Plain HTML format with a
browser

Glossary available
separately in the SAP
Library menu bar

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Term distribution example: SAPterm CD (obsolete)

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Term distribution example: www.sapterm.com

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Terminology and the individual

Support uptake and


acceptance of
terminology for daily
use
personal conceptual Allow all employees to
participate in term work at
the appropriate levels
Term Provide easy access
knowledge routes to terms
Emphasize terminology as
a central pillar of the
knowledge company
operational systemic Get rid of “terminology
phobias”

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Terminology and knowledge management work together!

• Creating knowledge (that is,


creating terms) by individuals as
part of their work for a company
• Distributing knowledge, (in the
form of terms) by means of best
practices defined and supported
by the company
• Improving knowledge (terms
and definitions) by constantly
evaluating situations and
developing solutions

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Terminology is everywhere!

• Companies can neither


avoid nor ignore terminology
issues.
• Well-defined processes and
procedures for dealing with
terminology issues,
continuously monitored and
improved, are better than
ad-hoc actions and spur-of-
the-moment terminology
projects.

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It’s management, not magic!

Neither knowledge
management nor
terminology management
are instant cure-alls!
Open communication
between all stakeholders is
vital.
The active support of
management (upper and
middle) is, as always,
decisive for terminology
strategy.

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Term management = pure knowledge management!

Daily work and Terminology


unvoiced creation
knowledge Formulating a
term useful
Personal Knowledge for others
knowledge creation

Term
knowledge

Terminology
Knowledge Knowledge review
Terminology
distribution
distribution capture Process-based
Role-based testing of terms
access and and their
shipment meanings
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Terminology management: Summary
The general principles:
Look at all aspects of term work, from development to service
Use established analysis techniques to find the pain points
Accounting / controlling
Process management and knowledge management
Quality management
Look for allies
Communicate with everyone
Management support is vital
Don’t try to solve everything at once
Prioritize – start off small – chart incremental progress – finish big
Publicize the successes

Repeat everything every 2-3 years (people forget …!)


And most of all:
Practice patience and fortitude …
Never give up … never surrender!
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The goal of Terminology@SAP
Continuous improvement of contents, tools, and
processes in terminology management!

Contents,
Work tools,
and processes

Leverage Effort

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The alternative?

WORK

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And that’s how terminology gets ...

... from SAP ... ... to the customers!

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Some closing words
Further information

SAP AG: www.sap.com

SAPterm.com + SAP Terminology Community: www.sapterm.com

SAP Help Portal: http://help.sap.com – monolingual glossaries (DE / EN, soon JA / ZH)

Articles/ presentations / publications by your presenter


(mit Christian Lieske) „Terminology Activity at SAP“ in MDÜ / Mitteilungen für Dolmetscher und Übersetzer 1/2001
„Applying a Knowledge Management Approach to Terminology Management“ in TKE '02: Terminology and Knowledge Engineering
Proceedings (Aug 2002) – www.loria.fr/projets/tke
„The Practical Use of Knowledge Management in Terminology Management“ in TAMA 2003 South Africa Proceedings (Feb 2003) –
www.tama-sa.gov.za
„Terminologiemanagement und Wissensmanagement bei SAP“ in Deutscher Terminologie-Tag e.V. Akten des Symposions Köln, 26.-27.
März 2004
“Die Kundensprache als Teil der terminologischen Strategie einer Firma” in eDITion. Das Fachmagazin für Terminologie 1/2005
„Terminologiphobia!“ in MultiLingual 80 (Jun 2006)
„Terminology Work Saves More Than it Costs“ in MultiLingual 87 (Apr/May 2007)
„Terminologie im Kommunikationsprozess eines Unterhemens“ in Deutscher Terminologie-Tag e.V. Akten des Symposions Mannheim,
18.-19. April 2008
(Projektleitung mit Petra Drewer) Terminologiearbeit – Best Practices. Deutscher Terminologie-Tag e.V. (Köln, 2010). ISBN 978-3-
9812245-1-1
„Projekte und Prozesse der Terminologiearbeit“ in Deutscher Terminologie-Tag : Akten des Symposions Heidelberg, 15.-17. April 2010
„Due Diligence: Aufgaben der Terminologiearbeit bei Fusionen und Übernahmen“ in: eDITion. Das Fachmagazin für Terminologie 1/2011

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Deutscher Terminologie-Tag e.V. – www.dttev.org

Zielsetzung: durch Beratung und Koordination sowie durch die Veranstaltung


von Symposien und Workshops zur Lösung fachlicher Kommunikations-
probleme beizutragen.

14. DTT-Symposion: Mannheim Dorint Hotel, 27.-29. März 2014

DTT-Seminare: s. Web-Seite

Das Terminologiemagazin –
erscheint 2x Mal im Jahr

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Contact information for further questions

Mark D. Childress
SAP Language Services
SAP AG
Dietmar-Hopp-Allee 16
D-69190 Walldorf
mark.childress@sap.com

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Questions?

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Thank you!

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RUN
BETTER
WITH

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Appendix
Corporate profile (the longer official version)
SAPterm information for those with SAP system access
We are entering into a new era of unprecedented
change across a multitude of dimensions

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These changes unveil new areas of opportunity
for businesses to innovate and grow

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Disruptive technologies offer significant potential to drive
business innovation


More than 60% of CEOs expect 15-50% of their
earnings growth in the next 5 years to come from
technology-enabled business innovations.
– McKinsey study, 2013

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Complexity built up over decades hampers the ability to
innovate; radical simplification is needed to unlock the potential.

28%

72%


40% executives worry that their organizations
will not keep pace with technology change and
lose their competitive edge.

© 2014 SAP AG or an SAP affiliate company. All rights reserved.


– McKinsey study, 2013

83
At SAP, we help accelerate business innovation through
radical simplification

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Simplify your technology stack with the SAP HANA platform

Insight to Action
Contextual. Real-time. Closed-loop.

Faster Smarter Simpler


Process massive amounts of Rethink and envision entirely Dramatically simplifies
data, and deliver information new ways and applications to complex and expensive
at unprecedented speeds run your business IT architectures

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Simplify your user experience with a mobile-first experience

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Simplify consumption with SAP cloud, powered by SAP HANA

Mobile First Experience

Public Cloud Managed Cloud Marketplace


Human Resources Business Suite HANA cloud apps
Customers BW Partner ISV apps
Suppliers

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With our open platform, thousands of partners and startups
are bringing more innovations to you faster than ever

Mobile First Experience

1,200 2,000 3,000 4,000


HANA startups Software & tech Service partners Solution resellers
partners

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We combine our technology innovations and business
expertise into a complete solution that best meets your needs

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With our solutions, you can focus on driving immediate
business outcomes across key priority areas

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Helping you reimagine your customer experiences
like never before.

Learn More

SAP Mobile solutions SAP Cloud for Sales SAP Predictive Analytics

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Enabling you to engage and empower your
people at scale.

Learn More

SAP Social Media Analytics by NetBase SAP Cloud for HR SAP Predictive Analytics

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Empowering you to manage, predict and optimize
resources in seconds.

Learn More

SAP Business Suite on HANA SAP HANA Enterprise Cloud SAP Predictive Analytics

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Enabling you to harness the intelligence of your
business networks

Learn More

Ariba Supplier Network SAP Business Suite SAP Predictive Analytics

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For over 40 years, SAP has helped businesses run better
and improve people’s lives everywhere

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We practice what we preach.
Every day.

Learn More

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SAPterm: Initial screen

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