Decision Making and Problem Solving

What the official syllabus says

Preliminary Examination, Paper-II, General Studies-II:

• Decision making and problem solving.

Questions on this area can place the candidate in an administrative or social situation and ask for the best course of action, or test structured problem solving with given facts. The breakdown below covers both.

Topics in detail

The decision process

• Identifying and defining the problem correctly
• Collecting relevant facts; separating facts from rumours and opinions
• Generating alternatives
• Evaluating alternatives against criteria: legality, fairness, cost, time, effect on people
• Choosing, implementing and following up a decision
• Programmed (routine) and non-programmed (new) decisions
• Rational decision making and its limits (bounded rationality, satisficing)
• Individual and group decisions; consultation and consensus

Problem-solving techniques

• Finding the root cause rather than treating symptoms
• Breaking a large problem into smaller parts
• Setting priorities: urgent compared with important
• Weighing costs and benefits, short-term and long-term
• Risk assessment and having a fall-back plan
• Working with limited time, money and staff

Values that guide administrative decisions

• Rule of law and established procedure
• Public interest above personal or group interest
• Impartiality, fairness and non-discrimination
• Transparency and accountability
• Compassion for the weak and vulnerable
• Integrity: refusing pressure, favours and bribes

Pitfalls in judgement

• Deciding before the facts are known; acting on rumour
• Confirmation bias: noticing only the facts that fit one's first view
• Anchoring on the first figure or suggestion heard
• Groupthink: agreeing to avoid dissent
• Personal interest, fear or favour colouring a decision
• Decisions under uncertainty: using the best information available and reviewing as more comes in

Typical situations

• Relief work in a flood, drought or other disaster with scarce resources
• A protest, strike or law-and-order situation
• Pressure from an influential person to bend a rule
• A conflict between a superior's instruction and the law
• Allocating a limited budget or benefit among many claimants
• Discovering a mistake or irregularity in one's own office
• Balancing development with the interests of displaced or affected people

Choosing the best option

• The best option usually acts on the problem promptly, within the law, and protects the people affected.
• Options that avoid responsibility, delay without reason, or use force first are usually weaker.
• Where two options are both lawful, prefer the one that also consults, informs or prevents the problem recurring.

Overlaps

• Ethical dilemmas and case studies are a full part of General Studies IV.
• Disaster management is studied in General Studies III.