Here is our normal procedure for assigning a project to BEC.

1. If it is the first time you are assigning a job to BEC, you can contact our Business Development Director, sales representative, or one of our CEOs or Production Directors of any branches, and they will work together with you to deal with issues relating to cooperation agreements, non-disclosure agreements (NDA), price/quotation, the terms and conditions of payment, quality criteria, as well as the project workflow.

2. If your company has used our services in the past and regularly assigns a large volume of work to BEC each year, we will assign you an account manager, who will be supported by 3-5 project managers. In this case, you could contact the account manager directly. If we have not assigned an account manager for your company, you can still assign projects to us by contacting one of our Production Directors or a project manager you have worked with. If the project is a stream assignment, we suggest that you contact the same project manager who has been in charge of the project, because s/he knows the detailed requirements of your project.

3. If it is a big project (>100k) or an important/complex project, and you would like the project to receive special attention, you could contact one of our CEOs or Production Directors first. We will then assign a suitable project manager and project team after analyzing the project.

4. If it is a DTP/typesetting and printing project, please contact our DTP manager directly, or one of DTP project managers.

5. If it is an urgent assignment (24-hour turnaround), please send the Purchase Order (PO) along with the source files, and specify target language(s) (If target language is Chinese, please specify Chinese Simplified and/or Chinese Traditional), PO number, word count, unit price and total price, deadline, delivery format/requirement as well as other detailed requirements in your PO. We will assign resources for a project only after receiving your PO. We need to input your PO number and other related information into our Project Management System to get the project approved before implementing it.

6. If you assign an urgent project on your Friday (maybe our Saturday), and want us to handle the project over the weekend, please call the project manager's mobile phone (you could ask for the mobile phone number of project manager you are working with in advance).

7. To ensure high quality, please try to allow more time for a project. Whether it is a small project or a big one, we need go through Translation, Editing and Proofreading (TEP) and/or desktop publishing (DTP) processes. Editing is necessary to review all translations by comparing the target language against the source language. Proofreading is used to emulate the end users by reviewing all the translations without comparing the target language to the source language. Good quality always requires careful preparation and enough time.

Project Delivery

We guarantee that we'll meet your deadline, so you may expect to receive our delivery on time. If we have difficulty meeting your deadline due to an unexpected event, our project manager will try his/her best to let you know as early as possible.

Our project manager will deliver projects using your preferred delivery method. For example, if you prefer to use FTP to transfer files, specify an FTP account for a project and our project manager will upload the deliveries to the specified FTP folder. If there are no special delivery requirements, we will post the deliveries on our FTP site and send them via e-mail attachment at the same time. Please check our FTP site if you fail to receive deliveries via e-mail by the project deadline. We strongly suggest that our clients set up FTP accounts for all projects assigned to BEC. If you fail to receive deliveries via e-mail attachment, it is quite possible that you also won't be able to access our FTP server due to internet failure; hence, it is always safest to upload the deliveries to your FTP site directly.

Please always confirm the receipt of our deliveries. It is our policy to require all project managers to continue sending deliveries to you until they receive your confirmation message.

Quality Issues

If you are not happy with the services provided by our project manager(s), you can contact our QA Manager or our CEO of each production center directly. They will absolutely help you to resolve the problems. If the translation quality does not meet our quality criteria or agreed quality criteria with our clients, we will redo the job at our own cost.

Please note that there are two written Chinese languages – Chinese Simplified (mainly used in mainland China and Singapore) and Chinese Traditional (mainly used in Taiwan, Hong Kong, Macao and overseas Chinese communities). Please assign native reviewer(s) to evaluate corresponding Chinese.

You are welcome to let us know about any problems arising from our services. We appreciate your comments on our service quality, because they will help us improve our services. Please send email to feedback@ectranslate.com.cn or feedback@e-cchina.com.