Market responsiveness expanded through multilingual manuals - The key is high-quality translation, DTP, abundant industry examples, and translation memory utilization proposals | Case Studies

Interview Cooperation: THERMOS Corporation
(From left to right) Mr. Hiramatsu, General Manager Staff, Marketing Department; Mr. Suzuki, Product Information Section, Product Group, Marketing Department; Mr. Ida, Product Information Section, Product Group, Marketing Department

Thermos Corporation Overview

・Established: 1980

・Capital: 300 million yen

Business Description: Manufacturing and sales of household goods, mainly stainless steel vacuum flasks and vacuum insulated cooking appliances. (https://www.thermos.jp/)

Services Utilized

・Translation of User Manuals - Japanese to English/Chinese (Simplified)

Project Background and Challenges

--HS: Could you tell us about the project you commissioned to Human Science?

Mr. Hiramatsu: We manufacture stainless steel thermoses and household cooking utensils, but until now we have only provided instruction manuals in Japanese. However, with the increase in foreign visitors to Japan and foreign residents, we felt the need for multilingual support and began a full-scale translation project last year. We are currently working on producing English and Traditional Chinese versions.

--HS: If there are any challenges you have encountered while working on the project, please let us know.

Mr. Hiramatsu: The issue is that the existing user manual was only in Japanese, which has made it insufficient to meet the needs of diverse customers. Due to a lack of translation experience within the company, external professional support was sought.

Reasons for Choosing Human Science - The Deciding Factors: Three Strengths

①High-quality translation and DTP
②Richness of industry examples
③Proposals for the effective use of translation memory

--HS: Could you tell us how you came to request Human Science and how you found us?

Mr. Suzuki: I learned about your company while gathering information on seminars related to manuals, and I found out on your website that you can handle both translation and DTP, and that you are a company with a wide range of achievements.

--HS: We are very pleased to hear that you appreciated our ability to handle both translation and DTP, as well as our track record.

--HS: I understand that you compared two aspects: translation and DTP. What criteria did you use to select your partner companies?
Mr. Hiramatsu: Well, I searched for "manual translation" on the web and compared several companies. We considered two companies, including yours, but we placed importance not only on translation but also on whether they could handle DTP.

――HS: What were the key points that influenced your decision?
Mr. Hiramatsu: To name a few, I first felt that the cost performance was good. Additionally, the extensive experience with numerous case studies across a wide range of industries, including manufacturers, IT, and public institutions, was also a significant factor.

--HS: There was also a discussion about the proposal for utilizing translation memory.
Mr. Hiramatsu: Yes, that was also a point of evaluation. The proposal to accumulate and utilize translation assets was specific, and the ability to respond to minor changes in the product contributed to a sense of understanding. Other companies made similar proposals, but your company's explanation was the most convincing.

--HS: Are there any other points that were evaluated?
Mr. Hiramatsu: The proposal materials were quantitative and persuasive. I also had a strong impression that they would sincerely engage with future work. While it is natural that there are initial costs, there was an expectation of long-term efficiency improvements.

――HS: What was the final decision?
Mr. Hiramatsu: The high standards of both translation and DTP, proven results across a wide range of industries, and proposals for improving the efficiency of repetitive tasks were the deciding factors. We made our decision based on a proposal that was convincing.

Introduction Effect and Evaluation of Human Science

--HS: After the delivery of the translated manual, did you receive any feedback?

Mr. Hiramatsu: Although it is limited to a few models, the English and Simplified Chinese versions of the user manual have been published, and while the deployment is still limited, we are definitely feeling the effects.

--HS: How was our response until delivery?

Mr. Hiramatsu: The translation work proceeded very smoothly. Thanks to your company's use of translation memory, there were parts that became more efficient, weren't there?

--HS: Have you noticed any areas for improvement in our services or support?

Mr. Hiramatsu: The communication itself has been smooth, and the revision instructions have been appropriately reflected, making it very easy to work with. However, there are cases where the same original text may vary slightly depending on the product, and it can be difficult to understand those differences from the translation alone. In such cases, it would be helpful if you could provide comments to supplement the intent and background. Additionally, there are instances where different words or expressions are used, and I think it would be even better if there were explanations for why the expressions change even though the meanings are the same.

――HS: Translation memory is a database of previously translated content, which applies existing translations based on the match rate of the original text. When the original text that perfectly matches the memory reappears, the corresponding translation is automatically inserted as is.
On the other hand, if there are some discrepancies in the original text (e.g., part names or particles), the match rate of the translation memory may not reach 100%, and the translation may vary based on the translator's discretion.
If changes are made at the translator's discretion, we will consider providing comments to supplement the intent and background of the changes.

--HS: It was a project for translating a user manual, but are there situations in your regular work where translation is needed?
Mr. Ida: When communicating with overseas factories, English may be required.

Future Outlook

--HS: Could you share your thoughts on the future applications and outlook?

Mr. Hiramatsu: Yes. We are focusing on a product line centered around "stainless steel vacuum flasks" and cooking utensils. Currently, we are mainly concentrating on the category of "vacuum insulated portable mugs" (portable water bottles), but once this cycle is complete, we would like to consider expanding into the next category.
Additionally, regarding the languages we support, we currently offer "English" and "Simplified Chinese," but we are also considering expanding our language offerings in the future.

--HS: We would appreciate any feedback or comments you may have regarding our proposals or issues other than translation.

Mr. Hiramatsu: Yes, for example, if there is a system that utilizes translation memory to clearly distinguish between existing translations and new parts when checking translation results, I believe it would significantly reduce the effort required for checks. Currently, everything is checked manually, so I feel there is room for improvement in efficiency. Additionally, I think there is potential in utilizing new technologies such as generative AI, and it may be possible to deliver reports that check translation results with AI along with the translations.

--HS: Regarding the use of translation memory, it would be convenient to have a system that allows you to see at a glance which parts have been reused, right?

Mr. Hiramatsu: Yes, I think that by graying out that part and emphasizing new sections in bold or red, it will become visually clearer and allow for more efficient checks. I hope you will consider this as an idea to help improve your company's services in the future.

--HS: Thank you for taking the time today.
It was very meaningful to gain a deep understanding of your company's initiatives during our conversation. I wish you continued success in the future.

From the Human Science Representative

We are truly honored that you have chosen our company as your translation partner for the Thermos project. Thank you very much. We will continue to strive towards advancing the project.
At Human Science, we provide comprehensive support not only for translation work but also for DTP and suggestions for file formats suitable for translation. Additionally, we conduct research, verification, and utilization related to generative AI.
We appreciate the feedback regarding the use of AI, and we will take it as valuable input while continuing to improve our services in the future.