1. What do tutors look for in written assignments? Effective Learning Service

2. Four Main Expectations of Tutors 1.Logical approach and clear structure 2.Effective use of sources 3.Sound reasoning, argument and analysis 4.Good presentation

3. 1.Logical Approach and Clear Structure The tutor will look for evidence of planning and organisation of material in the assignment A good indicator of this is in the way the assignment is structured The tutor will look for a cascade of ideas: each paragraph or section focuses on a particular topic area, with a logical flow of ideas from one paragraph or section to the next.

4. 2.Effective Use of Sources Tutors look for evidence of selective, relevant and independent reading on the topic - this may mean going outside the recommended reading list Accurate referencing of sources used as evidence is important

5. 3.Sound Reasoning, Argument and Analysis This usually involves two levels of engagement with the subject: descriptive and analytical Descriptive: clear understanding of main theories, ideas, models or practices Analytical: going deeper into the topic, by, for example, looking for flaws in arguments, exceptions to the rule, and awareness of counter-arguments. It also about explaining and justifying any position you have taken in an assignment

6. 4.Good Presentation The assignment looks good It is free of typographical, spelling and grammatical errors. The authentic voice of the writer emerges (style of writing); it is impossible for this to happen if students ‘copy & paste’ their way through their assignments

7. …and most important of all: Has the student engaged with the set topic or question? The most common fault in assignment writing is not focusing on, and engaging with, the set topic.

8. Applications of theories of quality management and tools for quality improvement to the anti-social behaviour management service of a Registered Social Landlord

9. 1 – 5Introduction Defining Quality 6-7 Inconsistent service delivery inhibits use quality theory. 8-9Different customer perceptions inhibit use of quality theory. 10-11Current use of hard data only to evaluate quality of ASB service, so suggested model for ASB quality evaluation. 12-13Current attempts to use this and improvements to that.

10. Why Connect should be concerned about quality 14External regulation 15-17Competition theory and lack of relevance to Connect 18So, imperative of external regulation Costs of failing 19Theory / reality re defect costs 20TQM costs model applied to ASB criteria

11. Difficulties of delivering quality 21-22Theory for service organisations (v. manufacturing). 23-24Problems with customer expectations and perceptions – theory and practice. 25Special requirements for service quality implementation.

12. Measurement of quality 26-27 Need to separate service elements and a theoretical model for this, applied to ASB service. Quality Control 28-29Problems with current policy and need for new approach 30-31Possible solution and potential benefits

13. Quality improvement 32Tools currently used 33 – 36Current benchmarking and need for further consolidation 37 - 39Further tool – Poka-Yoke. Benefits and risks. 40 – 41Conclusion