GOW ACTION PROJECT!

At first, I thought the answer to the "Why are we doing this?" question was to take a substantial step towards solving a crisis or problem we've had or have been having. However, after I progressed further in my project, I found that my primary idea of an answer wasn't quite right. The results of my project definitely reflect my new answer to the "Why are we doing this" question.
  
The company that I decided to confront with a dilemma was the Frito Lays Corporation. Now, I chose Frito Lays because I've purchased their products pretty much all my life and I've run into some problems with the packaging of their ten ounce bags of chips. Every time I open a bag, I find that it is either half full of chips or almost empty. Then I thought about paying for a half full bag of chips, and I got very confused because the usual price of these ten ounce bags is $4.29. I found this to be outrageous, so I decided to first call the number on the back of the ten ounce bags. My biggest concern for this project was not to seem like a pushy and angry customer, so I tried to be as polite as possible. I first called the Frito Lays Company on April 12th 2012 at 2:03 p.m. Like most companies, I got an answering machine voice asking if I was a sales representative or if I was a retailer then to press a number for assistance. However, I stayed on the line to speak to a person at the company. A lady answered the phone, so I asked why the pricing of the ten ounce bags was relatively high even though we only get a bag half full of chips. She replied saying that the bags are half full because air is needed to keep the chips from crumbling. I told her that that made sense, but I still didn't understand why the prices are so high for these bags of chips. She continued on to tell me practically the same information she told me before, but still hadn't mentioned the pricing, so I asked to speak to a manager or a higher ranking employee. The lady asked me if I didn't like the answer she gave, but I assured her that I just wanted a little more information on the pricing of these bags. She told me that she was getting a manager, but after about two minutes I heard beeping noises and I asked if anyone was there, but a cellular voice came on saying that the call had been dropped...suspicious. However, determined to get answers, I called again and started talking to a very kind lady named Ross. I explained to her that the first call was dropped and she immediately apologized for that and asked me if I had any questions. I told her I wanted to talk to a superior about the pricing of the chip bags right away, but she said she could answer that question herself. Ross said that these bags are weighted rather than counted by a machine, so in some cases bags are sent out empty without the company knowing. So I thanked her for the information and we hung up, but I began thinking about the machines and how bags could be sent out empty without the company knowing. I wondered why the company wasn't paying more attention to this problem because people paying full price for empty bags is not good business. Although Ross was very helpful, I wanted to talk to a superior and get more information about these machines. I was seriously concerned that the company didn't want me to talk to any superiors because the third lady I spoke to, Anne, just answered my questions herself. I asked for a manager, but she also asked why I wanted to speak to one. When I explained my curiosity with the machine weighing process and the price problem, she went on to tell me that no company is perfect and that they rely on reports from customers so they can get information off the bag like which plant is was made at so the company can fix the issue. Again, I thanked her for the information and she replied that she would've done the same thing. Finally my fourth call was with Kim who told me more about the pricing of the chip bags. I asked her how the prices are determined because $4.29 seemed a little ridiculous for a half full bag of chips. She didn't really know hoe to answer so I took this glorious opportunity to ask for a superior, and she actually connected me to a manager! Despite the creepy waiting music I listened to, I finally spoke to a superior who restated that the chip bags are measured by weight, not volume and also informed me of how the price of these bags are determined. I never thought about these factors, but the price of making the chips also involve the price of gasoline for trucks because the company delivers their own products. She also told me that when people report the empty chip bags, the company sends the person coupons for their products. When there are less inconveniences, then the company saves billions of dollars, which is passed on to customer savings. Unfortunately, the lady said that a higher up member wasn't available until next week Thursday. I thanked her for the information and we both hung up.

Although I didn't speak to an even higher authority member, I believe that I would've received the same information that I've already gotten, which brings me to answer the "Why are we doing this?" question. The answer isn't to solve the problem brought about, but more to bring attention to it. When I spoke to the third lady, Anne, she said that no company is perfect. I thought about this and decided that although people try their hardest to solve these dilemmas, they most likely will never solve the problem completely. There will always be small errors that we cannot get around because, like Anne says, no company is perfect. I believe this project relates to the Grapes of Wrath novel by John Steinbeck because like the company, many problems arose throughout the Great Depression and many people were left in the dark. I know that a half full bag of chips doesn't really compare to the problems faced by people in the Great Depression, but they are very similar because they cannot be fully solved, but brought forth as issues. Even today the world is having financial and economic problems left over by the Great Depression. Now, however, people are being more cautious to refrain from creating another depression. As to the question of "Why did I assign this?" I believe that this assignment was to show how many layers there are to a company. I had difficulty reaching high members of the Frito Lays Company, and I can't even imagine how some other students got to the president. I also think that this assignment was to help us realize that everything can't be fixed and problems will always arise, but we can help the companies by bringing attention to the dilemmas that we customers and students have to face. Sometimes the company depends on the consumers to help them find and fix issues that they cannot find. Like Anne said, "No company is perfect."