Courage in to Kill a Mockingbird - 1591 Words

I wanted to see what real courage is, instead of getting the idea that courage is a man with a gun. What kinds of heroism and courage are shown in To Kill a Mockingbird? Discuss. Courage is defined as the quality of mind or spirit enabling one to meet danger or opposition with fearlessness. According to Atticus Finch, one of the main characters in To Kill a Mockingbird, Courage is when you know youre licked before you begin, but you begin anyway and you see it through no matter what. (pg.121). Harper Lee clearly portrays the theme of courage in her novel, To Kill a Mockingbird. One likes to think of a hero, as strong, brave, and meeting all challenges head on. All the characters in this book have a different view as to what courage†¦show more content†¦When Atticus took the case, he went up against Maycomb, a generally prejudiced town, in order to defend Tom. He understood that taking the case would make him an object of ridicule and that no one would forgive him for believing a black mans word over a white mans. Even his own sister expresses disapproval at his decision, practically telling him he was bringing disgrace to the family. Nevertheless, n o matter how much his reputation suffered, he did not change his mind. Standing up for his morals and ethics was more important than what people thought about him. From the very start Atticus knows he will not win the case however he does his job and finishes what he set out to do. Atticuss strong sense of morality and justice motivates him to defend Tom Robinson with determination, giving it all he has. He shows this when he says, Simply because we were licked a hundred years before we started is no reason for us not to try and win. (pg.82). He says this to Scout after she comes home from school angry at Cecil Jacobs for making fun of Atticus in the schoolyard. Atticus tells her to fight with her head instead of her fists. He wants the people of Maycomb to hear the truth about Tom, That boy may go to the chair, but hes not going till the truths told. (pg.159). Atticus is putting everything a man holds dear, dignity, respect, honor and status, on the line to protect Tom. He later shows more bravery when he goes to the jailhouse toShow MoreRelatedCourage in To Kill a Mockingbird898 Words   |  4 Pagesâ€Å"Theme†. Themes often explore timeless and universal ideas and may be implied rather than stated explicitly. Theme is an important part of fictional stories. Several themes are presented in the novel to kill a mocking bird. One of the reoccurring themes in to kill a mockingbird is courage. Courage is when you know you’re beaten. The character Atticus, for instance, who was a seasoned lawyer acted courageous defending Tom Robinson. Tom Robinson was a black man who was accused of raping a whiteRead MoreTo Kill A Mockingbird Courage Analysis735 Words   |  3 PagesCourage is portrayed to be a special kind of knowledge or gift that you are born with. It can be demonstrated as rescuing a princess or even standing up to the local school bully. The webstermerriam dictionary entry for courage is, â€Å"mental or moral strength to venture, persevere, and withstand danger, fear, or difficulty†.1 In the book, â€Å"To Kill a Mockingbird†, by Harper Lee, she uses courage as a theme for her characters and demonstrates how each person is able to use courage as their forte. OneRead MoreEssay On Courage In To Kill A Mockingbird1291 Words   |  6 PagesCourage is the commitment to begin without any guarantee of success. One will dare to take risks, have the strength to be compassionate, and the wisdom to be humble; courage is simply the foundation of integrity. What someone does in these moments of being very brave will reveal how strong someone really is, regardless of how much weight someone can deadlift. The courage of each character in To Kill A Mockingbird manifests itself in their battles against the corrupt forces of their world. HarperRead MoreTo Kill A Mockingbird Courage Analysis1009 Words   |  5 Pagesactual definition of courage? What about true acts of courage really are? In the novel, To Kill A Mockingbird, the novel is based on a little town where nothing really happens until a man gets accused with rape and only one character would be able to help him out of his own sheer courage and empathy. The author Harper Lee teaches readers that courage is a quality that anyone can show during any difficult problem while suppressing their fear. Lee also shows what the lack of courage is, cowardice. HarperRead MoreTo Kill A Mockingbird Courage Analysis1512 Words   |  7 Pagestheir lives on the line everyday and symbolize true courage and bravery in society. They fight even when everything has gone wrong and know they are not going to succeed. In To Kill A Mockingbird, Harper Lee shows what true courage is when characters such as Atticus and Mrs.Dubose fight even though they know they are going to lose. The courage these characters demonstrate, along with Jem’s own courage, throughout the book teaches Jem what true courage/bravery is, and develops his character in a positiveRead MoreAnalysis Of Kill A Mockingbird And The Out Courage 1489 Words   |  6 Pagesâ€Å"Scout†ing Out Courage December 14, 2012 was a tragic day. The students and staff of the school in Sandy Hook, Connecticut were all victims of a school shooting. One six year old boy, Jesse Lewis, did a completely unselfish and heroic act. While being held in his classroom by a gunman, he sacrificed himself and yelled at the other students to run. Jesse knew when the right time to say this was as he realized the gunman had to stop to reload (Associated). The characters in To Kill a Mockingbird are courageousRead More To Kill A Mockingbird Essays: Great Courage1041 Words   |  5 PagesCourage in To Kill A Mockingbird nbsp; Courage is shown within the characters of To Kill A Mockingbird in several situations.nbsp; The characters are challenged to face danger or pain without fear.nbsp; The courage they display gives them strength and deepens their self-understanding as the novel progresses. nbsp; nbsp; Early in the novel, Scout illustrates the courage she embodies.nbsp; On her first day of school, Scout acts as an ambassador for the entire class.nbsp; She takes theRead MoreThe Courage Of Kill A Mockingbird By Harper Lee1361 Words   |  6 PagesCourage Isn’t Having The Strength To Go On - It Is Going On When You Don’t Have Strength You can have anything you put your mind to through the strength and power of courage, In To Kill a Mockingbird, by Harper Lee, incidents of courage occur abundantly throughout the novel. These courageous moments create a feeling of hope for the reader and have given the novel its prestigious place in American literature. Many of the characters exhibit the bravery and courage that Americans aspire to, which isRead MoreActs of Courage in To Kill a Mockingbird Essay1142 Words   |  5 PagesIn the short story To Kill A Mockingbird, author Harper Lee suggests that in certain situations people have the potential to show acts of courage In our society it is generally believed that in order for someone to show courage, they must show it through physical acts of peril. The only type of courage that is ever heard of or praised is when someone nearly puts their life at risk to show their bravery. In the short story To Kill A Mockingbird, author Harper Lee suggests that in certainRead MoreCourage Is an Important Theme in to Kill a Mockingbird2765 Words   |  12 PagesCourage is an important theme in to kill a mockingbird In To Kill Mockingbird courage is presented to us as a desirable quality. Harper Lee suggests that there is some misunderstanding as to what real courage in the community of Maycomb actually is. Many aspects of courage are shown in To Kill a Mockingbird. There are examples of physical courage, such as Atticus facing the rabid dog. There is also moral courage, an example of this would be when Atticus takes on Tom Robinson’s case and he sticks

Community College vs University Essay examples - 778 Words

Compare and Contrast Essay Community College vs. Universities Choosing a college means going to a new, unfamiliar world of immense possibilities. One of the hardest decisions a high school graduate face is the choice between attending a Community College or a University. Although Universities and Community College serve the same purpose, each has its differences and similarities in their learning such as the admission requirements, expenses, size, and student life. Community College are the most common type of two-year College that prepares you to continue your education, are often an affordable and convenient option. Universities you can earn Bachelor’s, Master’s and Doctoral degrees which is more expensive. At a University, you can†¦show more content†¦Students attending private universities pay an average tuition of $35,374. Those who attend a community college for the first two year of their education save $8,000 or more. Since most of the same financial aid including Pell grants and Stafford loans is available for a ny institution choice, students in the lowest income brackets can expect a larger financial aid refund from a community college than a university. Those who need a university education to meet their career goals may be able to attend a community college part time while they work and save up. Then, when they transfer to a university for their final two years, they may have saved enough that with financial aid, they can pursue their four-year degree. Community Colleges tend to have fewer students per class, which means more attention from teacher to student. This is good for students who like access to their instructors so they can ask questions and avoid getting lost in the course material. Universities are bigger than community colleges and it takes a little longer to find your way around campus. Most teenagers graduate from high school eager to leave their parents house and do grown up things. The benefit of attending a University is living on campus instead of your parent’s home. Not all universities have dorms, but the majority of them do. Which you have to pay for parking, fitness center, laundry and other fees included. Both university and community colleges sponsorShow MoreRelatedCommunity College Vs. University Essay1343 Words   |  6 PagesFor me, the decision to go to college was never based on community college vs. university. In high school, I did not apply myself and did not make the grades to go to college . As graduation time came and went I found myself disinterested in the idea. I often felt that I wasn’t smart enough to pursue a higher education and the possibility of failure was too intimidating. It wasn’t until my daughter was born that I decided I wanted to earn a career and make myself into something she could be proudRead MoreCommunity College Vs. University1393 Words   |  6 PagesCommunity College vs. University In order to find a good job and have a good life in the future, many high school students plan to continue acquiring a higher education degree in the college. Michael is a senior high school student. He is going to graduate from his high school soon. His friends think about attending four-year universities directly after graduating from the high school and he does not want to be left behind them. However, Michael’s parents realize that there is not quite enoughRead MoreCommunity College vs. University594 Words   |  2 Pagesattend a community college or university can be a difficult decision for students especially high school seniors and fresh high school graduates. After graduating from high school, the next step in the academic journey is to attend a college or a university. Before I got into college, I wanted to attend a university. I never considered attending a community college because I considered it irrelevant and less rewarding than a university. Now I have a diff erent view about community colleges and I canRead MoreCommunity College vs. University Essay559 Words   |  3 PagesAttention: Future college students, After twelve years of school, where will you go next? Many of you have developed the ambition to prolong your education and attend college. Today, there are many more options than there were in the past. One does not have to graduate high school and go straight to a four year university. It is sometimes better for a student to go to a community college and focus on transfer courses or simply get an Associate’s Degree. On the other hand, there are young adultsRead MoreCommunity College or University?922 Words   |  4 PagesChoosing a college or deciding to even go to college is one of the most stressful things that we have had to do in our lives so far. This is especially stressful when you don’t have the money to pay for college or don’t know what you want to major in. College is very expensive and the costs add up quickly. Community college is less expensive and is not much different than a university. You can start majoring in something in a community coll ege and then transfer your credits to a university. Many peopleRead MoreAnalysis Of The Article A Great Statement On The Wall Street Journal Essay1058 Words   |  5 Pagesin their wall street journal article â€Å"Surprising Finding on Two-Year Vs Four-Year Degree’s† it states a â€Å"college degree is worth the investment†. Most of the time it is not about what kind of grades you will get or what college your accepted into, it is all about perception, including financial issues, level of independence and wheatear or not a major is already determined. Meanwhile, Community college and Four-Year universities are both wonderful options, but are meant for totally different peopleRead MoreGraduation Speech : High School1335 Words   |  6 Pagesschool graduates enrolled in a post-secondary educational program, whether it be a community college or university. High school doesn’t prepare students for college, that’s why most students don’t mak e it past their first semester in college. High school students still have much to learn and when they make the transition from high school to a 4 year university it overwhelms them. Starting off at a community college is a great way for high school student to continue their education, but also for adultsRead MoreSweatt vs. Painter Essays1240 Words   |  5 Pages1946 Herman Sweatt, who had excellent academic credentials and met all standards for acceptance into the university, was denied admission into the University of Texas Law School because of his African American race. At the time, the University of Texas had a separate law school for African Americans to attend because segregation was still widely accepted in the United States. The University of Texas Law School had 16 full-time professors, 3 part-time professors, 850 students, and over 65,000 volumesRead MoreWomen in Psychology Psy 310 Essay1470 Words   |  6 PagesWomen In Psychology by Phoenix University PSY 310 Aril 28, 2012 1 Inez Beverly Prosser, Psychologist Inez Beverly Posser (1895-1934) was America’s first Black female psychologist. http://www.apa.org/monitor/2008/11/prosser.aspx . Not only is this significant in itself, it is also the adversity she overcame growing up to get there. And later, in the profoundRead MoreTwo Year College versus Trade School816 Words   |  3 PagesCollege (Two year) vs Trade School For some students, the question of what to do after high school may be a burden to even contemplate as it approaches quicker and quicker. The pressure to continue another four (or more) years of education after high school can be overwhelming considering twelve years of schooling has already been completed; why go right back to school again? When’s break time? Some people are simply just not ready for college and they know it, or at least until after

Message of the story Essay Example For Students

Message of the story Essay The opening of the novel is a letter from Walton to his sister. He writes about his dream expedition to discover a passage near the pole to those countries to reach which at present so many months are requisite. He wants to be the first to step foot open ground no other man has stepped on, and discover the wondrous power which attracts the needle. Walton says I preferred glory to every enticement that wealth placed in my path this shows Walton is a hungrier for fame and admiration rather than money. He voluntarily endured cold, famine, thirst, and want of sleep this makes the reader think he is over obsessed. This is parallel to Frankensteins obsession to recreate life. Waltons character is similar to Frankensteins; they are both over ambitious, knowledgeable and unaware of the dangers in consequence to their actions. The point Shelley is trying to make throughout the story is that these qualities in a person, if out of control, could cause problems. Frankenstein is obsessed with science, natural philosophy, and particularly chemistry became my sole occupation. Shelley writes that during the creation of the creature Frankenstein is spending days and nights in vaults and charnel-houses. At this point he comes across as quite crazy and rather disturbing. He appears to be so excited and passionate to the extent that he doesnt even realise what he is doing is disgusting and immoral. I pursued my undertaking with unremitting ardour. My cheek had grown pale with study This shows us that, similar to Walton, he stays up for endless hours, doesnt go home or even eat. Frankenstein does not realise he is making mistakes, this is shown when he says: Sometimes, on the very brink of certainty, I failed; yet still clung to the hope However us as the readers know the future doesnt look so bright for Victor, he may be hopeful, but he is not thinking before carrying out his investigations. Shelley is sending the message that science is risky and dangerous, it was poorly understood therefore scientists were making thoughtless decisions. Shelley writes the creature coming alive from Frankensteins point of view therefore it is very biased. Even though the creature is described in great detail, it is only described by its looks. Frankenstein becomes prejudice and claims the creature is a wretch grotesque and vile. Its features include straight black lips and yellow skin scarcely covering the work of muscle and arteries. This gives us the impression that the creature is some kind of deformed monster. This is the point that Frankenstein finally faces reality and comes to know of his mistakes. However, he still makes another mistake he doesnt accept the responsibility for his actions and runs away. This is shown when he says the beauty of the dream vanished, and breathless horror and disgust filled my heart. Further in the chapter Frankenstein awakes from his nightmare to find the creature by his side with jaws open a grin wrinkled on his cheek and one arm stretched out, seemingly to detain. This gives us the impression that this hideous creature is violent and threatening to mankind. At this part in the story it appears the creature has no feelings or emotions. In this scene the rain pattered dismally this reflects the mood, the disappointment and bitterness Victor Frankenstein is feeling. Shelley shows Frankenstein to be scared and anxious when pacing the streets with quick steps, as if I sought to avoid the wretch, which collaborates with the dismal and wet morning with rain which poured from a black and comfortless sky to create a tense atmosphere. .uf8967d95981d32f6f00dd40aaf32d01b , .uf8967d95981d32f6f00dd40aaf32d01b .postImageUrl , .uf8967d95981d32f6f00dd40aaf32d01b .centered-text-area { min-height: 80px; position: relative; } .uf8967d95981d32f6f00dd40aaf32d01b , .uf8967d95981d32f6f00dd40aaf32d01b:hover , .uf8967d95981d32f6f00dd40aaf32d01b:visited , .uf8967d95981d32f6f00dd40aaf32d01b:active { border:0!important; } .uf8967d95981d32f6f00dd40aaf32d01b .clearfix:after { content: ""; display: table; clear: both; } .uf8967d95981d32f6f00dd40aaf32d01b { display: block; transition: background-color 250ms; webkit-transition: background-color 250ms; width: 100%; opacity: 1; transition: opacity 250ms; webkit-transition: opacity 250ms; background-color: #95A5A6; } .uf8967d95981d32f6f00dd40aaf32d01b:active , .uf8967d95981d32f6f00dd40aaf32d01b:hover { opacity: 1; transition: opacity 250ms; webkit-transition: opacity 250ms; background-color: #2C3E50; } .uf8967d95981d32f6f00dd40aaf32d01b .centered-text-area { width: 100%; position: relative ; } .uf8967d95981d32f6f00dd40aaf32d01b .ctaText { border-bottom: 0 solid #fff; color: #2980B9; font-size: 16px; font-weight: bold; margin: 0; padding: 0; text-decoration: underline; } .uf8967d95981d32f6f00dd40aaf32d01b .postTitle { color: #FFFFFF; font-size: 16px; font-weight: 600; margin: 0; padding: 0; width: 100%; } .uf8967d95981d32f6f00dd40aaf32d01b .ctaButton { background-color: #7F8C8D!important; color: #2980B9; border: none; border-radius: 3px; box-shadow: none; font-size: 14px; font-weight: bold; line-height: 26px; moz-border-radius: 3px; text-align: center; text-decoration: none; text-shadow: none; width: 80px; min-height: 80px; background: url(https://artscolumbia.org/wp-content/plugins/intelly-related-posts/assets/images/simple-arrow.png)no-repeat; position: absolute; right: 0; top: 0; } .uf8967d95981d32f6f00dd40aaf32d01b:hover .ctaButton { background-color: #34495E!important; } .uf8967d95981d32f6f00dd40aaf32d01b .centered-text { display: table; height: 80px; padding-left : 18px; top: 0; } .uf8967d95981d32f6f00dd40aaf32d01b .uf8967d95981d32f6f00dd40aaf32d01b-content { display: table-cell; margin: 0; padding: 0; padding-right: 108px; position: relative; vertical-align: middle; width: 100%; } .uf8967d95981d32f6f00dd40aaf32d01b:after { content: ""; display: block; clear: both; } READ: Descartes On God EssayWhen the creature tells his own account of the story our feelings towards him begin to change. The creature uses a good range of vocabulary such as: obliged and distinguished. This means that the creature is starting to think and learn without any support or guidance. The creature says a strange multiplicity of sensations seized me, and I saw, felt, heard and smelt, showing that it is maturing and can feel physical sensations. It noticed the different reactions to temperature and light and begins to adapt to its surroundings. We feel admiration for the creature, who even though left abandoned, has not lost hope and is still trying to understand life and fit in. Furthermore, we soon realise that the creature actually has feelings when it was delighted at the warmth from a fire left by wandering beggars that it naively thrust its hand into the live embers but quickly drew it out again with a cry of pain. This shows it is curious and willing to learn from its mistakes to become smart. This makes us feel sympathy for the creature knowing it is just as sensitive as any human. We feel even more sympathy for the creature when on his travels he enters a village to be welcomed by shrieking children, and attacks to end up bruised by stones and many other missile weapons. The creature has now learnt to expect bad reactions knowing that humans are prejudice after just experiencing the barbarity of man. He starts to experience fear so seeks asylum, but is not at all aggressive. Shelley illustrates the creature to be appreciative and observant. This is shown when he saw the young girl taking up the instrument and playing to produce sounds sweeter than the voice of the thrush or the nightingale. This shows he is empathetic and sees innocence in everything inconsiderate of how others have treated him. Shelley wants us to feel sorry for the creature because he wouldnt be living under such horrible circumstances if people would take responsibility for their actions.

Vodafone Group Plc

Vodafone Group Plc is a telecommunication company with most of its branches in Europe, Africa, United States of America, and the Middle East. In Australia, it is under Vodafone Hutchison Australia with a 50% share by Vodafone Group Plc and 50% share by Hutchison (Vodafone Group Plc, 2010).Advertising We will write a custom assessment sample on Vodafone Group Plc specifically for you for only $16.05 $11/page Learn More This company now provides 3G coverage services to 94% of Australians; these services are affordable and accessible by consumers. However, Vodafone operates in an environment where competition is high; there are other companies such as Optus, which provide similar products and services. Therefore, Vodafone should improve in the way it delivers its services to customers. Telecommunication industry operates in a challenging economic background and despite this, and the rising unemployment, the industry has continued to offer attractive service s. This industry has remained resilient; however, it is not immune to changes in the economy because it renders services that are essential for work and social use. Despite the ups and downs of this industry, companies such as Vodafone and Optus remain innovative in their products and services, and still make reasonable profits (Vodafone Group Plc, 2010). Vodafone experiences slow growth in its voice and messaging market following competition from other companies such as Optus, and regulatory pressure. However, there are still opportunities for Vodafone in broadband markets and enterprising. This is because of the increasing demand for integrated solutions in Australia. Vodafone offers varieties of devices, which include handsets mobile USB modems, as well as data cards. The handsets take care of customers with different tastes and preferences and offers handsets with different price points and designs. The devices launched by this company include Blackberry Storm touch screen and i Phone (Vodafone Group Plc, 2010). Vodafone also offer mobile broadband, which enables customers to access the internet, the broadband has speeds of up to 2.0 Mbps uplink and 7.2 Mbps downlink. The company offers laptops of different models integrated with a 3G broadband and SIM cards. This is fit at the point of manufacture.Advertising Looking for assessment on business economics? Let's see if we can help you! Get your first paper with 15% OFF Learn More The USB modems together with their stick are designed to use â€Å"plug and play† software. Netbooks are also available in a small and lighter design; this includes Dell mini 9 netbook (Vodafone Group Plc, 2010). Customers who would like to use broadband fixed services are provided with DSL routers in wireless and wired designed. Vodafone also offers voice services, which constitutes the largest part of the company’s revenue; this service ensures that customers make and receive calls from the same networ k and the other network. The fees paid for outgoing calls are at termination rate, which is regulated by the local regulators. The coverage of this service has been expanded internationally; therefore, customers can make and receive calls from the other operator’s mobile networks when they are abroad. There are also messaging services, which allow customers to receive and send messages, video, music, sounds and pictures using their handsets (Vodafone Group Plc, 2010). Vodafone has other services, which help customers to access data services such as television, games, music and Internet. This is made possible through laptops, mobile phones and use of broadband modems. Customers also enjoy fixed services such as fixed line voice, fixed broadband and office phone solutions. All this services are delivered through a well established network infrastructure where mobile and fixed voice, as well as data and message services, are delivered to customers. Customers are linked to the co re network through the access network, and it is through the core network that calls are routed, messages transferred, and data connections made (Vodafail.com, 2011). The mobile networks use 2G networks which operate through ‘GSM’ networks, this allows messaging, voice and data services. Vodafone also utilizes ‘GPRS’ network for receiving and sending data using an IP network and access to services such as email and internet access. This company also has GPRS advanced version, which offers speeds above 200 kilobits per second to their customers. Vodafone continues to expand its coverage in Australia and upgrade its transmission infrastructure; this is to ensure that all its customers receive quality services.Advertising We will write a custom assessment sample on Vodafone Group Plc specifically for you for only $16.05 $11/page Learn More Vodafone distributes its devices through stores located in various points, in Australia, the se stores are reviewed constantly to make sure that they meet market expectations (Vodafail.com, 2011). Products are sold through dealers and franchise, and their promotions are done through the Internet, which reduces promotion costs for Vodafone. Vodafone still need to pursue growth in Australia, and its target is in the provision of mobile data, broadband as well as enterprise. Most businesses in Australia require integrated solutions, therefore, the demand for devices such as broadband is rising; this would boost its revenues because it is a customer base that needs regular use of data services (Vodafail.com, 2011). When compared to other companies Vodafone is well established in core mobile services, it can use this advantage to broaden its market by offering fixed and mobile services and products to small and medium size businesses in Australia. Vodafone has been losing its customers because of poor service delivery; this is a weak point that might have come to open up the com pany’s eye and make it realize the standard of service demanded by the Australian people. The company should capitalize on customers’ complaints and come up with a strong and reliable service delivery system than that of its competitors, and this will bring back customers it had lost and retain as well as attract more from the other companies. Vodafone is a foreign company based in Australia, this means that it could have problems with the local people adapting to its way of service delivery and adopting the products they offer. To solve this problem Vodafone has increased its strength by partnering with Hutchison Australia, a local operator in Australia. This move has enabled Vodafone to market its products and services in the territory of Hutchison Australia and under the cooperation of the two companies’ development and marketing of products and services is easy (Vodafail.com, 2011).Advertising Looking for assessment on business economics? Let's see if we can help you! Get your first paper with 15% OFF Learn More The partnership has also helped Vodafone to gain loyalty in Australia and create additional franchise fees without any requirement for equity investment. This put Vodafone on the same level as the local companies such as Optus Vodafone faces threats in Australia and these threats are initiated by intensifying competition from other companies offering similar products and services. In the recent times, Vodafone in Australia has faced problems with the network quality, quality of customer service, quality of products they sell and their distribution channels (Vodafone Group Plc, 2010). These problems have reduced the rate at which Vodafone has been adding customers, lead to loss of customers to other competing companies offering the same products and services, and reduced its market size. This is a massive threat for Vodafone because all it has worked for in Australia might go to drain if drastic measures are not taken to restore the quality of service and products offered to their cu stomer or even improve them more (Vodafail.com, 2011). This might turn up to be costly for Vodafone because after improving its transmission infrastructure and quality of products, it has to re-advertise the products and services. This might take up much of its funds set aside for innovation, and research and development; the company might lose its competitiveness in the Australian market without the aspect of research and development. Therefore, Vodafone should be careful in the way it handles the situation. The messaging and data revenue for Vodafone is declining because of frequent changes in mobile phone technology; changes in technology delay adoption of new services because of availability of new mobile phones and new content services. Instability in this service affects the profit margin of Vodafone (Vodafone Group Plc, 2010). Optus is a telecommunication company in Australia with large fleets on domestic satellites. This company offers services such as internet, radio, satel lite based TV and voice mail and data services. Optus has D2 satellite which expands the existing satellite fleet; this helps Optus to provide communication services that do not much any company in Australia (Optus, 2008). The company also provides broadcasting, broadband services as well as giving wholesale access to customers who deliver internet and subscription TV services to others. Optus have stayed in the telecommunication industry for more than twenty years, and despite its continuous success, the company still continues to invest in Australia to improve its services to customers. Optus has also faced competition in the telecommunication industry especially in the mobile market; however, it still added 150,000 new mobile customers and increased its customers of smartphone and wireless broadband during the second quarter of the year 2010. All this is owed to differentiation of mobile offerings, strong network coverage and focus on customer experience. The network coverage of Optus was enhanced to reach close to 97% of Australian population who use voice and data services (Optus, 2008). Optus still experienced a devastating problem caused by floods in Queensland and Cyclone Yasi, however, Optus network was strong enough to go through unaffected. This shows that Optus has a strong network and people who work tirelessly to make sure that services are restored back to normal within a short time. This is as opposed to Vodafone which takes time to restore its services; this is an issue that has made them lose its customers to its competitors (Optus, 2010). This is a weakness Optus can capitalize on to defeat Vodafone. Optus registered another increase in its customer in the quarter that followed; 4.8 million customers joined Optus with 1.2 million using broadband subscribers. Optus has continued to differentiate its products in the market by launching different innovative services; these products include enhanced TV together with video application, which give Australians a free live streaming on their mobile phones (Optus, 2008). Optus has also partnered with TrueLocal.com.au, which allows the company to advertise its business online. Optus has also shown its commitment by supporting corporate customers through launching Optus Cloud Solution. This service offers scalable and flexible approach of managing IT resources and at the same time reduces costs incurred in infrastructure (Optus, 2010). Optus Cloud Solutions is a virtual computer with a storage capacity available on demand through a secure network connection. The company has also recorded a growth in on-net revenue from consumer and SMB fixed, and by the end of December 2010, on-net broadband customers increased to 946,000. Optus receives a customer’s experience as a measure of their performance against their competitors, which can be measured in seven dimensions: customer service, price, billing, network, point of sale and reputation. They analyze qualitative and quantitat ive data from customers and other customers as well as from their expertise in these dimensions. Optus has also developed their own KPIs, which they use to measure their performance against their competitors. When it comes to fixing performance problems as well as improving customer experience, Optus has initiated 40 significant projects with 20 already completed, and 20 are under construction (Optus, 2010). According to Optus management understanding customers’ expectations and experience should be given a priority, and with close to 8 million customers, they have designed survey programs used to capture views and requirements and forward the information to the company. This is done through regular interviews with customers and focus groups with the following aims: to find out whether their services are up to their customers expectations, their level of customer service when compared to their main competitors. Optus acknowledges that customers cannot always have a satisfacto ry experience with the company, which results in a complaint, and since their objective is to fulfill customers’ experience, they have to handle the complaints efficiently and effectively. Optus focuses on business operations in handling of customer complaints. They also consider the need to maintain productive relations with TIO and a feedback loop for continuous improvement of services (Optus, 2010). Their operations are directed to identifying the causes of complaints, managing it and ensure that the process has achieved their customer experience objectives. Complaints should be resolved at first contact with the customer, it not the complaint is referred to a team leader or TIO. Fig1. Service delivery process for Optus Company Vodafone has its own way of dealing with customers and handle their complaints. The company has received several complaints concerning the amount charged for services which was found to be incorrect by customers (Vodafail.com, 2011). These problems were blamed on unreliable Vodafone’s billing system; this system has had outages from December 2010 to January 2011. After reporting the problem, the person concerned checked the bills and confirmed the mistakes and customers were refunded. However, the source of the problem was not investigated; therefore, it was not solved. This means that there is a possibility of the problem recurring and every now and then, and if the trend continues some customers will get tired and shift to a more service efficient company. Sometimes customers experience dropping of calls and are charged a flag fall and every time they retrieve their calls they charged a minimum charge for it (Vodafail.com, 2011). This has resulted in high monthly bills and after monitoring the bandwidth it was realized that there was a higher usage than that of Huawei software. This issue required that the billing services be investigated to ensure that the billing was done fairly, however, according to some customer s Vodafone staff suggested to them to shift to a plan that was more expensive, and did not inform them about the new 24-month contracts (Vodafail.com, 2011). There are other customers who signed up for three months free service, but according to others, the three months were not free because they were counted the fourth, fifth and sixth contract. This experience was not appealing to customers, and if such complaints are not well taken care of customers would not hesitate to move away from the company. There are some cases where customers experience reception and are unable to make calls; this issue distress customers because they cannot make urgent and emergence calls and some cannot contact their families. Those who use such a service for doing business have to deal with the financial impacts associated with the technical problem (Vodafail.com, 2011). When customers try to conduct the customer care using the given number they congest lines making it difficult for some of them to re port their problem to the company. Some Vodafone employees have not been able to solve reported problems with others denying the existence of network issues while others dismissed the problems as handset related; employees in the customer care department should report any problem that is beyond their capacity (Vodafail.com, 2011). All this problems recurring and experienced by several customers show that Vodafone does not attend to customers complaints with the urgency, efficiency and effectiveness they deserve, and yet the problems can be easily solved through better communication between customers and company’s staff (Vodafail.com, 2011). If the company realizes any technical problem that might disrupt their service to their customers, the first thing is to inform customers earlier through their handsets, they should handle the problem within the shortest time possible assuming that customers depend on their service alone. After the problem has been solved entirely, they sh ould inform customers about returned normalcy as they try to monitor the systems. Vodafone staffs seemed unaware of the steps to follow to solve a problem in a service system; therefore, each one feels not responsible for problems in the service system and again no one feels responsible for solving the problems (Vodafail.com, 2011). The two companies should understand that effective service delivery requires constant interaction with customers; this will help them to understand the experiences of customers and their expectations, as well as their level of satisfaction. After collecting information about customers’ experiences and expectations, these companies should be able to adjust the way they deliver their services, and services they offer to their customers so as to meet their expectations (Vodafail.com, 2011). The companies should also understand that their customers cannot be satisfied all the time; therefore, they should expect complaints from time to time, and, in fa ct, these companies should treasure complaints because they give them a chance to improve on services they offer and how they offer them (Singtel, 2005). Complaints also help them assess how efficient they are in offering their services, compared to other companies offering the same services. The companies, therefore, should include feedback to customers in their service delivery systems any time they are handling a complaint. This is to ensure that the problem has been solved fully, and the customer is satisfied. Fig, 2. The recommended blueprint After the customer has reported a problem with the service he or she is receiving, the customer care should review the case to see if he or she have a capacity to solve the problem or offer assistance to the customer, if there is any technicality involved that is beyond his or her ability then the case should be forwarded to the team leader for solving problems or the TIO (Optus, 2008). As this team work hard to solve the problem, they sh ould maintain a feedback loop to ensure that the problem is solved effectively. Additionally, the customer should not be left in the dark regarding the problem because he or she feels the effect the most, constant feedback should be given to the customer to assure him or her that the problem is being taken care of, and the service will return to normalcy soon. The companies should also realize that it is not only the customer to report anomalies in their service delivery, but also the technical team. Therefore, in case of a technical problem or a forecasted problem, the company should take an initiative of informing the customer before he or she notices any problem, this would help the customer plan for an alternative or use the service before it is disrupted (Hoffman, 2010). This will reduce the inconveniences caused by the company and maintain customer relations. The customer should be informed of any interruptions of service prior to the actual interruption. Reference List Hoffma n, D. (2010). Services Marketing: Concepts, Strategies and Cases. New York: Cengage Learning. Optus. (2010). Australian Communications and Media Authority public inquiry: Reconnecting the Customer. Web. Optus. (2008). Business. Web. Singtel. (2005). News Release: Strongrevenue growth of 6% across Singapore and Australia. Web. Vodafail.com. (2011). Vodafone’s situation: yesterday, today and tomorrow. Web. Vodafone Group Plc. (2010). Annual Report For the year ended 31 March 2009. Web. This assessment on Vodafone Group Plc was written and submitted by user Antonio Gonzales to help you with your own studies. You are free to use it for research and reference purposes in order to write your own paper; however, you must cite it accordingly. You can donate your paper here.

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