Strategies for Solving Case Studies

Dr Awdhesh Singh, IRS (Retd.)

Director, Awdhesh Academy,

Former Commissioner, Customs & Indirect Taxes (Central Excise/GST)

Case Study

• Case studies in GS-IV present the real life situations

• They test not only your knowledge and skill to solve real problems.

• They look fairly simple, but actually needs high skill to solve

• They have leading questions to persuade you to choose wrong alternatives, which are popularly believed to be true.

• Various types of conflicts needs resolution in case studies

Types of Case Studies

1. Conflict between right and wrong;2. Conflict between legality and morality;3. Conflict between justice and mercy; 4. Conflict between end and means;5. Conflict between short-term and long-term benefits; 6. Conflict between personal and professional ethics; 7. Conflict between self-interest and public interest;8. Conflict between honesty and loyalty;9. Conflict between prima facie principles;10. Conflict between normative principles.

1. Conflict between right and wrong

• The most popular type of conflict that we face in real life

• We have to choose between right and wrong, or legal and illegal.

• There are often grave consequences of following the right path.

• These conflicts represents conflict between duty and self-interest

• Example:• A DM is asked by the CM to perform an illegal job or face punishment.

• He is promised rewards like a good posting and promotion, if he follows the CM’s order.

Decision tree of case study

DM

Obey orderof CM

Good posting, promotion

No Threat

Disobey order of CM

Face punishment

Solving case studies

• Case study assumes that there are only two stakeholders (DM and CM)

• The hidden stakeholders are the anti-corruption agencies (CBI, Lokpal, Lokayukata), watchdog (CAG, RTI), courts, media and the common public.

• Following orders of CM may give you immediate relived and some benefits

• You may face problems in future due to media, RTI activists, CBI etc.

• You may face cases of corruption or criminal misconduct in future

• You may lose your job, get arrested and spend years in jail.

• The job of a civil servant is protected by the Indian Constitution.

• An honest officer has no temptation for plum postings.

• Always do your duty in legal and proper way

2. Conflict between Legality and Morality

• We often face dilemma between legality and morality.

• The written laws are carved out in stone and it must be followed in letter as well as spirit.

• Morality is fluid and subjective

• In most situations, morality and legality don’t conflict

• If there is conflict, follow a path that is moral as well as legal

• In unavoidable situations, follow law as a civil servant.

3. Conflict between Justice and Mercy

• Sometimes people break law under compulsion or ignorance

• We wish to show mercy to the person and forgive him for his mistakes

• As an individual, you are free to forgive people

• As an administrator, follow the law and deliver justice

• Use your best discretion to do justice

• Don’t break the law to show mercy or compassion

4. Conflict between End and Means

• Sometimes, it is difficult to follow the right means to get right ends

• It is easy to encounter the criminals and terrorists in fake or real encounters than to get them punished under the law.

• Observance of law, rules and procedures in important in government

• Every person is presumed innocent till proven guilty.

• Only an independent judge can decide if a person is guilty.

• Always follow the right means to achieve the right ends

• Never break the law or take shortcuts to deliver results

5. Conflict between Short-term and Long-term Benefits• Many case studies like those pertaining to environmental protection,

sustainable development, taxation and developmental projects fall in this category.

• ‘A bird in the hand is worth two in the bush’.• No great thing can be achieved without preparation, hard-work and

perseverance.• ‘There is no inherent reason why medicines should taste horrible—but

effective ones usually do. Similarly, there is no inherent reason why decisions should be distasteful—but most effective ones are.’ (Peter Drucker)

• Choose the long-term benefits and take decisions which may be unpleasant today but would be beneficial in long run.

6. Conflicts between personal and professional values • Common sense is the collection of prejudices acquired by the age of

eighteen. (Albert Einstein)

• A commonsense approach answer may appear to be perfect to the candidate, but to the examiner, it may be bad as it may be unethical, immoral and against the professional ethics of the job.

• As an aspiring civil servant, your values and point of view must be aligned to the values of the Government.

• Take decisions that are according to the policy of government and in accordance with the professional values of the organization.

7. Conflict between Self-interest and Public Interest • Most people are selfish by nature and they are interested in personal

benefits

• Even selfless act like charity or social service are often for self-satisfaction.

• However, public servants are expected to be selfless and work for public interest

• Take care of both your personal interest and public interest.

• Tilt your answer towards morality, nationalism and idealism.

• In case of irreconcilable conflict, work in public interest

8. Conflict between Duty and Loyalty

• Sometimes, we have to choose between our duty and loyalty

• Our duties as a citizen, company employee or a civil servant conflict with our loyalty towards our family members, friends, department or nation.

• Attempt to do your duty as well as be loyal to our loved ones.

• In extreme case, have allegiance to your duty and sacrifice loyalty.

9. Conflicts between prima-facie principles

• According to W.D. Ross, the moral issues can be understood as conflicts between certain ‘prima facie principles’. There are six prima-facie principles,

1. Principle of Honesty2. Principle of Promise-Keeping3. Principle of Non-maleficence (Not harming others)4. Principle of Beneficence (Doing good to others)5. Principle of Autonomy6. Principle of Equality (Justice)

• You must prefer a principle based on each case in the larger interest of the society.

• Justify your answer convincingly.

10. Conflicts between different Normative Ethical Principles • Normative ethics deals with ‘ethical dilemma’ and investigates the set

of questions that arise when considering how one ought to act, morally in a given situation.

• The different types of normative ethics are1. Virtue Ethics

2. Deontology

3. Teleology or Consequentialism

4. Relational Ethics

• You must choose appropriate principle for each case.

Steps of Solve Case Studies

1: Read the case thoroughly

• Read the case very carefully to understand it deeply.

• Recollect a similar case study already solved.

• Note important points and highlight the issue before planning your answer.

2: Define the Main Issue

• A typical case study would often present multiple issues. Some are trivial and others are more important.

• Ascertain the main issue which needs to be tackled in the case study.

• Understand what the basic purpose of the case study and find out the quality of the civil servant.

• Plan your answer accordingly.

3: Identify the Goal

• There can be two types of case studies. One that deals with individual and the other deals with an individual in an organization.

• When the case study pertains to organization, you must keep in mind the goal of the organization because the ethics of the organization also has to be kept in mind in such cases.

• The goal of a professional should be in harmony with the goals of the organization.

• If the main protagonist of the case is an individual, the tradition, morality and ethics of the society must be kept in mind.

4: Know the Constraints

• No individual in any society or organization has unlimited freedom to do the things.

• We face many constraints while taking the decisions.

• A government officer is bound by rules and regulations

• A free person is bound by the law of the land, traditions and the values of the society.

• You may also have the constraints due to money, competitors, supplier or customers.

• You must keep the constants in mind while suggesting a solution.

5: Find All Alternatives

• In a real life problems, there are multiple options to take decision. • Usually the cases are presented in a manner that try to restrict your

alternatives and give you a feeling of hopelessness in getting out of the problems.

• The cases often make wrong assumptions like everyone in government is corrupt or that honest people suffer in their life. This is done to invoke your prejudices and provide wrong answers.

• You must overcome the false assumptions with facts.• Create as many practical alternatives as possible using imagination and

experience. • Learn to think of various options by practicing as many case studies as

possible.

6: Select the Best Option

• Evaluate all options and then choose the best option.

• Justify your assumptions and your choice of option.

• Also justify not choosing the wrong options

• There should be no ambiguity and you must forcefully present your solution as the best option.

7: Execute the Plan

• All ideas are good for nothing unless they are implemented on the ground.

• Present a solid plan to implement your decisions so that your alternative actually succeeds.

• Provide all the steps to actualize your decisions and execute your plan.

False Complaint against an honest officer

(CSE-2014)

The action

• You are a no-nonsense, honest officer. You have been transferred to a remote district to head a department that is notorious for its inefficiency and callousness. You find that the main cause of the poor state of affairs is the indiscipline of a section of employees.

• They do not work themselves and also disrupt the working of others. You first warned the troublemakers to mend their ways or else face disciplinary action. When the warning had little effect, you issued a show cause notice to the ringleaders.

• As a retaliatory measure, these troublemakers instigated a woman employee amongst them to file a complaint of sexual harassment against you with the Women's Commission.

• The Commission promptly seeks your explanation. The matter is also publicized in the' media to embarrass you further.

Your options

Some of the options to handle this situation could be as follows:

1. Give your explanation to the Commission and go soft on the disciplinary action.

2. Ignore the Commission and proceed firmly with the disciplinary action.

3. Brief your higher-ups seek directions from them and act accordingly.

4. Suggest any other possible option(s).

Evaluate all of them and suggest the best course of action, giving your reasons for it.

Discussion

Critical analysis

• The job of a civil servant is not easy.

• He is required to not only act honestly and efficiently but also make others do the same.

• If you go soft, the work culture in office deteriorate.

• If you take action, you face reaction.

• You are paid by government not to enjoy perks, but to get the work done by using all the powers under your command.

• The other name of power is responsibility

Option 1: Explain to the Commission

• The officer must give complete information to the Commission and explain them that the complaint is malafide and false.

• He must provide evidences in his support and against the allegation.

• He must, however, never go slow on the disciplinary action to give the impression that he is scared of such false accusations.

• You have to overcome fear and move boldly to establish yourself a leader.

2: Carry on with disciplinary proceedings

• You have no option to ignore the Commission which is vested with the power to summon and investigation

• The members of the Commission are quite experienced and they can find out the truth once the full facts are known to them.

• Have faith on the Commission and hope for the justice.

• Don’t go soft in the matter of disciplinary action.

3: Take help of senior officers

• It is always a good idea to keep the senior officers of the departments informed.

• They can give you their experienced advice and mediate in the matter,

• They may also get an independent assessment report to the government exonerating you, which can be quite helpful.

4: Best Option

• Give clear message to the lady who has made false complaint against him to withdraw her false complaint.

• She may lose her credibility by making such false complaint.

• People may not trust her in future even in case of genuine complaint.

• If she withdraw her allegations and tender an apology, you may promise her to close the matter from your end.

Road accident of a school bus

Case study

• ABC is a famous school in a city. The children from the best families study in the school.

• The school engages the services of the several private bus operators based on the most competitive bidding to transport the children between home to school.

• One day when the bus was going to drop the children after the school, it met with a serious accident due to over speeding. Several children died on the spot. The driver ran from the spot.

• Investigations revealed that the driver was drunk and over-speeding. • This soon became a national news and the parents started demanding

action against the school principle.• The police arrested the principle and started all India search to nab the

driver.

Questions

• Why such accidents regularly happen in India? Analysis the reasons.

• Was the police justified in arresting the principal?

• If you have to frame the policy to avoid such type of accidents, what would you suggest to the government?

Discussion

The causes of accidents

• Schools reduce their costs by hiring vehicles rather than employing their own busses

• They often award bid to a transporter who charges least from them.

• They ignore the safety norms like verification of the driver, condition of the vehicle etc.

• Drivers often drive after drinking and schools and transporters ignore such incidents

Justification for arresting the principal

• If all norms were followed by principal, he must not have been arrested.

• The there were deliberate violation of norms, arrest could be done depending on the amplitude of negligence

• Arrest under public or media pressure is not justifiable.

Policy changes to reduce accidents

• Preventive measures must be taken to save the life of victims

• Safety norms for buses, police verification of drivers must be fixed and strictly monitored

• Surprise inspections must be done by designated government officials to ensure observance of all norms

• Strict punishment to school authorities and transporters for violating the norms even if no accidents takes place

• High amount of compensation must be fixed by government, which should be recovered from the school and transporters for the death of the students