Prepared by: Reviewed by:

Jelaine Bless B. Cabrera Ramill S. Delos Reyes Business Process Analyst Senior Manager SPi Content Solutions – Quality SPi Content Solutions – Quality

June 22, 2016

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Feedback Analysis Report LWW JGS 23-2 Project:

LWW JGS 23-2 - Feedback Analysis Page 2

I. Background A feedback was received through email last June 3, 2012 from Elliot Ellis the Senior Production Editor of JGS, regarding 11 articles in which 5 of those have lots of typesetting and copyediting errors. Prior to the email, a meeting was held where the penalty of 5% for late delivery of files were discussed. The affected articles must be delivered to the client morning of the next day.

A total of 121 corrections were tabulated and analyzed. The study focused on the following aspects:

• Validation of data report from QIS• Distribution of Valid and Invalid Errors per articles• Top error on CED and Production

Screenshot of the e-Mail received from LWW

II. Analysis

Upon investigation of the feedback received from JGS, out of the 11 articles with 91 pages in total only 5 articles have errors. From the 5 articles, 121 corrections were

tabulated and 25 of those were valid errors and the remaining 96 were not valid errors. The overall EPP of the project was 0.27 which meet the target EPP threshold. Production EPP was 0.03, from the 3 valid errors from pre-editing and typesetting. The CE EPP was 0.24 which is over the 0.20 CE threshold.

LWW JGS 23-2 - Feedback Analysis Page 3

CEI is a CED error resulting from either failure to follow client-specific instruction or doing something not required by the client. CEI has the highest count due to punctuation and incorrect data error. Punctuation errors occurred because the copyeditor missed to insert period after each letter acronym. For the incorrect data errors, the copyeditor failed to follow some specifications of the client. Copyeditors have a failure in the execution of the instruction but then CEC

(Copyediting Checking) also missed to see the error occurrence for the errors were detected prior to printing.

Pre-editing has 1 valid error count where the agent missed to insert some words in the article. Punctuation and incorrect data errors where the 2 valid errors that Typesetting had made.

III. Conclusions

Putting these data together: JGS project meet the overall target threshold and does not have a major problem regarding

typesetting process. In terms of the language or copyediting, there was a deviation from the set threshold. Major contributor was the punctuation and the incorrect data where copyeditors failed to follow client specific instruction regarding the use of periods and special character.

Punctuation and incorrect data errors were the most significant both with copyediting and typesetting process.

IV. Recommendations

Problem Corrective Action Responsible Person Date

Lots of Punctuation and Incorrect data errors

Weekly and monthly regular coaching to all agents.

List down all common errors that occurred in the copyediting and production. Then provide a visual awareness for the agents to clearly see the error and for them to be familiarized.

Whenever new error occurred, visual awareness must be updated.

B. Kalma(CED Team

Lead)

June 05

CEC agent missed CEI, CEL and other errors during checking.

All CEC agent must have a requalification to the process of checking.

Provide a visual awareness for the common errors committed by copyediting and refresh all CEC agents regarding all the errors

J. Wallas(CEC Team

Lead)

June 08

June 05