Quality and Responsibility

High-Quality linguistic services

Studio Moretto Group and its subsidiaries provide high-quality linguistic and translation services, backed by a high level of specialisation and one of the most advanced quality management systems in the industry.

With our multinational organisation and dedication to customer care, we deliver tailor-made solutions for businesses operating internationally. From translating a letter within hours to drafting a manual in over 160 languages, from offering professional interpreter support to providing language consultancy services, we are here to meet your needs.

“Quality is not promised, it is demonstrated by our everyday work”.
This is our philosophy, our commitment to excellence has been the driving force behind the growth of Studio Moretto Group. Welcome!

Why Choose Us for High-Quality linguistic services?

Offices worldwide

We understand local markets because we have a physical presence where you need us most, with offices worldwide and a team of trained, motivated staff.

Industry experts

Our linguists and industry specialists work together to deliver services that are both technically accurate and linguistically flawless.

Research and technology

Studio Moretto Group has established the Language Research Centre, where we developed the Terminology Research Protocol, sector-specific glossaries, and studies on applying technology to linguistic processes. This innovative approach makes us pioneers in efficient translation workflows.

Have you visited our blog yet? Don’t miss the valuable insights on communication featured on our website!

Client focus

Looking for professional, turnkey solutions? Here’s how our Project Managers can support you:

• Offering personalised consultation for your specific needs.
• Organising customised services.
• Providing round-the-clock assistance, thanks to our offices spanning multiple time zones.

Data security

We prioritise data security with:

• Systems for managing classified information.
• Redundant data backups.
• Disaster recovery procedures.

Certified High-Quality linguistic services

With three international quality certifications, we’ve established a shared workflow across all our companies. This enables us to serve both large and small clients with speed, transparency, and critical judgment, ensuring efficient and reliable solutions.

QUALITY MANAGEMENT SYSTEM: ISO 9001 AND ISO 17100

Quality monitoring

Studio Moretto Group’s Quality Management System is certified to both ISO 9001:2015 and ISO 17100 standards.

To ensure quality, SMG employs the following measures:

• Verification and validation of services.
• Customer satisfaction surveys.
• Monitoring Key Performance Indicators (KPIs).
• Conducting internal audits and independent third-party audits.

SMG manages projects via the SMGDesk platform, which allows all operational and organisational information to be monitored and shared with the client, ensuring the prompt identification of non-conformities and the implementation of corrective actions for resolution and prevention.

VERIFICATION AND VALIDATION OF SERVICES

Service quality is continuously monitored during execution. This includes translator corrections, reviewer and Project Manager (PM) validations, and advanced computational linguistics tools (e.g., CAT tools).

Customer Satisfaction

SMG actively measures client satisfaction with its services. Clients can provide feedback and raise concerns through their preferred method:

• Filling out forms on the SMGDesk platform.
• Completing the monthly satisfaction questionnaire sent via email.
• Contacting the PM directly via phone or email.
• Requesting a meeting with the PM.

The Project Management Director oversees daily client satisfaction, reviews feedback provided by PMs, and ensures continuous service improvements. They handle corrective actions and coordinate improvement plans, which may include resource adjustments and process optimisation.

Clients are also offered quality improvement meetings at least once every two months.

Key Performance Indicators: KPIs

SMGDesk tracks compliance through monthly self-inspections, reporting performance data to SMG management using the following KPIs:

• Volume of translated content compared to initial estimates, categorised by language, urgency, and user demographics.
• Service delays.
• Shortages of qualified personnel, flagged when available skills do not meet client requirements.
• Staff absences due to holidays or illness.
• Client and end-user satisfaction levels.
• Client and end-user complaints.

Audits

To verify the compliance of its departments and suppliers, SMG:

• Undergoes annual audits conducted by URS Italia, a UKAS-accredited independent certification body.
• Conducts monthly internal audits across all company functions.
• Welcomes and facilitates client-initiated audits.

ANALYSIS REPORTS

Clients can request detailed activity reports from their PM or generate them independently via the SMGDesk platform. Reports may include:

• Statistics on service volume and cost, segmented by type, language, request urgency, and client criteria.
• Details of each project, such as translator names, language pairs, subject matter, and text length.
• Translator profiles.
• Quality assessments based on client feedback and audit results.
• Access to completed translations and client-specific glossaries.

The client can request the following analyses and improvement actions from the PM, or view them on SMGDesk. These actions may entail an increase in personnel, training, fulfilment of legislative requirements and the development of systems, technologies and procedures. SMG’s data analyses help clients identify end-user needs and refine service requirements.

• Each month, SMG provides clients with a Monthly Improvement Plan, summarising monitored data and actions for the upcoming month.
• Annually, an Annual Improvement Plan is shared, encompassing year-long performance data and proposed enhancements.
• Before initiating services and at the start of each year, SMG performs a forecast analysis of language demand and audience demographics, incorporating both official statistics and client-provided data. This ensures continuous service optimisation, including:
  • Languages requested and anticipated volumes.
  • Communication needs of end users.
  • Health and safety considerations for personnel.
  • Required systems and technologies.
• Coordination meetings between SMG and the Client. The Project Management Director remains available to clients daily and schedules bi-monthly coordination meetings. These sessions review service performance, address challenges, and provide insights through SMG’s statistical reports.