中华人民共和国行业标准翻译服务规范 之服务质量标准
THE INDUSTRIAL STANDARD OF THE PEOPLE’S REPUBLIC OF CHINA QUALITY STANDARD OF TRANSLATION SERVICE SPECIFICATION

翻译服务企业应以“诚信”和满足用户的需求作为本企业的最高目标。 Translation service provider shall set their final target as “Good Faith” and fully meeting the requirements of the clients. 在此基础上，各翻译服务企业可根据自身情况制订出符合本企业的质量方针和质量目标。 Based on these criteria, the service providers may establish their own quality policies and criteria according to the physical conditions of themselves. 翻译服务企业服务质量标准的范围包括：业务接洽、业务标识、业务流程、质量保证、资料存档、用户反馈、质量跟踪、责任等方面。 The scope of translation quality standard for the translation service provider include: reception, project ID, working flow, quality assurance, documentation and archiving, customer feedback, quality tracing, responsibilities, etc.
3.1 业务接洽 3.1 Business Reception
3.1.1 业务接洽是翻译服务企业的窗口，应在明显的位置摆放本企业（机构）的营业执照、税务登记等相关文件。 3.1.1 Reception is a window of the translation service provider; it is required to show the business license, tax registration certificate or other relative documents where appropriate in an easily-seen place. 业务接洽人员应熟悉本企业（机构）工作流程，服务内容，收费标准，服务周期，企业业绩等诸方面内容。 The reception staff shall be familiar with the working flow, service scope, and translation rates of the company where they are employed, necessary duration for the jobs, as well as the company’s achievements. 业务接洽人员应敬业诚实，着装得体，语言文明，尽可能满足用户的询问和咨询。 They shall serve their clients with sincerity and honesty, wear proper business attire and present themselves in an appropriate manner, professionally answer the questions and consultation from the clients.
3.1.2 业务接洽应分成若干类。 3.1.2 The Business Reception is divided into a few categories. 门市业务接洽过程是充分了解用户意图的过程，要详细记录：用户的全称，联系方式，业务的语种和译成何种文字，译件使用的目的，双方认同的计字方法，约定的收费价格，译制的周期，成品的规格和质量要求，专有和特殊的术语（如果用户提供的话），准确的称谓，（这在公正翻译时尤为重要），预付的译费，原件和/或参考件的页数，译件的标识（在后文中详述）等，记录单上应要求用户签字确认。 The business discussion in the reception room is a process of fully understanding the client’s intention, and therefore it is required to make a detailed record: the fully name of the customer, their contacts, language pair, the purpose of the translation, words counting agreed by both parties, agreed translation rates, time needed for the job, regulations for the finished works and the quality requirements, technical terms (if the client provides them) , the precise titles (very important for notary certificate translation), advance payment, page number of the original document and/or reference document, project ID (described later), the records shall be confirmed by the customer through signature. 大宗或批量业务签定合同或协议书，合同或协议书应包括以下内容： For the large jobs or batch-delivered jobs it is required to sign an agreement by both parties which shall contain the following:
-    用户的全称； - The full name of the customer
-    用户的联系方式（电话、手机、传真、地址、邮编、E-mail等）； - The detailed contacts of the customer (telephone number, cell phone number, fax, address, postal code and email, etc.)
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