Question 1

A city hospital is facing a shortage of blood donors. The blood bank has only 2 weeks of stock left, and demand is increasing. Which course of action should be taken?

I. Organize blood donation camps in schools and colleges immediately.
II. Reduce the number of blood transfusions performed.
III. Import blood from neighbouring cities.

Which of the following is the best course of action?

Accepted Answer

The question tests the ability to identify the most practical and immediate solution to a critical shortage problem. Action I directly addresses the root cause (shortage of donors) by increasing supply through organized camps, which is feasible and ethical. Action II is counterproductive as it compromises patient care. Action III may be necessary but is secondary to local mobilization efforts.

Question 2

A city is experiencing severe traffic congestion during peak hours. The municipal corporation wants to reduce traffic. Which course of action should be taken?

I. Encourage public transportation by improving bus and metro services.
II. Ban all private vehicles from the city.
III. Build more roads to accommodate more vehicles.

Which of the following is the most practical course of action?

Accepted Answer

This question tests the ability to identify practical, implementable solutions over extreme or ineffective measures. Action I is practical and addresses the root cause (over-reliance on private vehicles) by providing alternatives. Action II is extreme and impractical. Action III is counterproductive as it induces more traffic (induced demand). The correct answer is I.

Question 3

A hospital is receiving complaints about long waiting times for patient consultations. Doctors are overworked and patient satisfaction is declining. What is the most appropriate course of action?

Accepted Answer

This question tests ability to identify solutions that address workload distribution and resource allocation.

Question 4

A city is experiencing severe traffic congestion during peak hours, causing delays and pollution. Which course of action would be most effective?

Accepted Answer

This question tests ability to choose solutions that address the core issue rather than peripheral concerns.

Question 5

A school is facing a critical shortage of drinking water during summer months. Students are falling ill due to dehydration. Which of the following is the most appropriate course of action?

Accepted Answer

This question tests the ability to identify the most practical and immediate solution to a stated problem.

Question 6

A company's employee turnover rate is very high, with skilled workers leaving frequently. This is affecting productivity and increasing training costs. What should be the primary course of action?

Accepted Answer

This question tests ability to identify root causes of employee dissatisfaction and appropriate retention strategies.

Question 7

A factory's machinery is producing defective products at an alarming rate, causing customer complaints and loss of revenue. What should be the immediate course of action?

Accepted Answer

This question tests prioritization of urgent problems requiring immediate intervention.

Question 8

A retail chain's online sales have grown 150% year-over-year, but customer returns have increased from 8% to 18% of online orders. Analysis shows 65% of returns are due to 'product not matching description/images' and 25% are due to 'damaged in transit.' Only 10% are due to customer change of mind. The company's return processing costs have increased by 200%. Warehouse staff report that product photography is done by a single contractor using inconsistent lighting and angles.

Which course of action should the company take?

Statement 1: Implement a stricter return policy with restocking fees to discourage returns.
Statement 2: Hire an in-house photography team to create accurate, consistent product images from multiple angles.
Statement 3: Upgrade packaging and shipping partners to reduce transit damage.
Statement 4: Offer free returns to improve customer satisfaction and loyalty.

Accepted Answer

Root cause analysis: 65% of returns are due to inaccurate product descriptions/images (caused by inconsistent contractor photography), 25% due to transit damage. Statement 2 directly addresses the largest cause (65%) by improving product photography. Statement 3 addresses the secondary cause (25%). Statement 1 (stricter policy) is counterproductive—it doesn't fix the problem and damages customer trust. Statement 4 (free returns) is also counterproductive—it incentivizes returns without fixing the root cause. Statement 2 is the primary logical action.

Question 9

A manufacturing company has noticed that its product defect rate has increased from 2% to 5% over the last quarter, leading to increased customer complaints and warranty claims. The quality control department reports that the recent hiring of 50 new workers without proper training and the use of older machinery that hasn't been maintained in six months are the primary causes. Which of the following courses of action should be taken?

I. Immediately conduct comprehensive training programs for all new workers on quality standards and production procedures.
II. Schedule preventive maintenance for all machinery and replace equipment that cannot be restored to standard specifications.
III. Temporarily halt new product orders until defect rates return to acceptable levels.
IV. Fire the newly hired workers to restore the previous defect rate.

A) Only I and II
B) Only II and III
C) Only I, II, and III
D) All of I, II, III, and IV

Accepted Answer

This is a Course of Action question requiring identification of practical, logical, and proportionate responses to a specific problem.

Analysis:

I. CONDUCT TRAINING FOR NEW WORKERS - CORRECT
- The question explicitly states new workers lack proper training
- This directly addresses a root cause identified in the problem
- Training is a preventive, proportionate action that develops human resources
- This course of action is necessary and practical
✓ Should be included

II. SCHEDULE MAINTENANCE AND REPLACE EQUIPMENT - CORRECT
- The problem identifies unmaintained machinery (6 months without maintenance) as a primary cause
- This directly addresses the second root cause
- Preventive maintenance is standard industrial practice
- Equipment replacement is justified only when equipment cannot meet standards
- This course of action addresses infrastructure issues
✓ Should be included

III. TEMPORARILY HALT NEW ORDERS - CORRECT
- The defect rate has risen to 5%, causing customer complaints and warranty claims
- Continuing to take orders while quality is compromised will worsen reputation and financial loss
- Halting orders is a temporary measure while root causes are being addressed
- This protects brand reputation and customer satisfaction
- This is a defensive measure that provides time for corrective actions (I and II) to take effect
✓ Should be included

IV. FIRE NEW WORKERS - INCORRECT
- While new workers lack training, the root cause is lack of training, not incompetence
- Firing trained workers and replacing them would be equally inefficient
- This is disproportionate and wasteful of human resources
- Training is the appropriate corrective action
- This ignores the actual problem (training gap) rather than solving it
✗ Should not be included

The correct answer is C (Only I, II, and III) as these three courses of action directly address the identified causes and consequences in a practical, proportionate manner.

Question 10

A software company discovers that 15% of its customer data has been compromised in a cyber attack. The company's reputation is at stake, and customers are demanding transparency. Which course of action should the company prioritize?

Accepted Answer

Tests ability to balance immediate damage control with long-term trust restoration in crisis management.

Question 11

A manufacturing company is facing a 40% drop in product quality due to outdated machinery. Customer complaints have increased by 60% in the last quarter. The company's profit margin has shrunk from 25% to 12%. Which course of action should the company prioritize?

Statement 1: Immediately replace all machinery with modern equipment.
Statement 2: Conduct a detailed audit of the production process to identify specific quality bottlenecks.
Statement 3: Launch an aggressive marketing campaign to offset the negative reputation.
Statement 4: Reduce workforce to cut costs and improve profitability.

Which of the following is the most logical course of action?

Accepted Answer

The root cause is outdated machinery affecting quality. Before investing heavily in replacement (Statement 1), a systematic audit (Statement 2) should identify exact problems. Marketing (Statement 3) addresses symptoms, not the cause. Cost-cutting via workforce reduction (Statement 4) worsens quality further. Statement 2 is the logical first step to make informed decisions.

Question 12

A city experiences severe traffic congestion during peak hours (8-10 AM and 5-7 PM), causing a 45-minute average commute. A recent survey shows 70% of commuters use personal vehicles, while public transport capacity is only 20% utilized. Air pollution levels have exceeded safe limits by 35%.

Which course of action should the municipal authority take?

Statement 1: Impose heavy taxes on personal vehicle owners.
Statement 2: Expand and improve public transport infrastructure and frequency during peak hours.
Statement 3: Build more roads to accommodate increased traffic.
Statement 4: Implement a congestion pricing system for vehicles entering the city center.

Accepted Answer

The core issue is underutilized public transport (20% capacity) despite high personal vehicle usage (70%). Expanding public transport (Statement 2) directly addresses the root cause by providing an attractive alternative. Heavy taxes (Statement 1) punish without offering solutions. More roads (Statement 3) induce additional traffic demand. Congestion pricing (Statement 4) is a secondary measure after improving alternatives. Statement 2 is the primary logical action.

Question 13

A hospital's emergency department (ED) has a 6-hour average wait time for non-critical patients. Staff reports indicate 35% of ED visits are for non-emergency issues (minor injuries, colds) that could be handled in a primary care clinic. The ED has 12 doctors and 8 nurses working 12-hour shifts. Patient satisfaction scores have dropped from 78% to 52% in six months.

Which course of action should the hospital administration take?

Statement 1: Hire additional ED doctors and nurses to reduce wait times.
Statement 2: Establish a triage system to redirect non-emergency cases to a dedicated primary care clinic.
Statement 3: Extend ED operating hours to accommodate more patients.
Statement 4: Implement a penalty system for patients who misuse the ED.

Accepted Answer

The problem is not insufficient ED capacity but misallocation of resources—35% of cases are non-emergency. Statement 2 (triage and redirection) addresses the root cause by filtering cases appropriately. Hiring more staff (Statement 1) is wasteful if 35% of cases shouldn't be in the ED. Extended hours (Statement 3) don't solve the misallocation. Penalties (Statement 4) are punitive without providing alternatives. Statement 2 is the most efficient course of action.

Question 14

A public health department discovers that a particular neighborhood has a 40% higher rate of respiratory diseases compared to the city average. Initial investigation reveals poor air quality due to nearby industrial emissions and inadequate ventilation in residential buildings. The department has limited resources. Which course of action should be prioritized?

Accepted Answer

Tests ability to prioritize interventions based on severity, feasibility, and impact when multiple contributing factors exist.

Question 15

A manufacturing plant has identified that its production process generates toxic waste that is slowly contaminating the groundwater in the surrounding village. The plant is profitable but remediation would cost 8% of annual revenue. What should be the company's primary course of action?

Accepted Answer

Tests ability to balance business interests with ethical and legal responsibilities in environmental crisis scenarios.

Question 16

A university's placement office notices that 35% of final-year students are still unemployed 6 months after graduation, while industry feedback indicates graduates lack practical skills in emerging technologies. The university has limited budget for new initiatives. What should be the MOST EFFECTIVE course of action?

Accepted Answer

Tests ability to identify root cause and prioritize action that addresses the core problem rather than symptoms.

Question 17

A software company experiences high employee attrition (40% annual turnover), with exit interviews revealing: (a) low salaries compared to competitors, (b) limited career growth opportunities, (c) poor work-life balance due to unrealistic project deadlines, and (d) lack of recognition for achievements. The company has a fixed annual budget of ₹10 crores for HR interventions.

Proposed Actions:
I. Conduct a salary benchmarking study and increase compensation by 15% across the board.
II. Implement a structured mentorship program and clear promotion criteria.
III. Introduce flexible work arrangements and realistic project timelines.
IV. Establish a peer recognition system and monthly achievement awards.

Which combination of actions provides the highest return on investment (ROI) in reducing attrition?

Accepted Answer

Tests the ability to prioritize interventions based on cost-effectiveness and impact magnitude, and to distinguish between high-cost/high-impact and low-cost/high-impact solutions.

Question 18

A manufacturing company faces declining productivity due to outdated machinery, high employee turnover, and poor workplace safety records. The management has limited budget for the next fiscal year. Which course of action should be prioritized?

Statement I: Immediately replace all machinery with the latest technology to boost output.
Statement II: Implement a comprehensive workplace safety program and competitive wage revision to reduce turnover.
Statement III: Conduct a cost-benefit analysis to identify which single intervention will yield maximum ROI.

Which of the following best represents the logical course of action?

Accepted Answer

This question tests the ability to prioritize actions based on constraints (limited budget) and interconnected problems. The correct approach recognizes that safety and turnover are root causes affecting productivity, and that analysis must precede large capital expenditure.

Question 19

A government hospital reports that patient mortality rates have increased by 15% over the past year, attributed to staff shortages, inadequate medical supplies, and delayed diagnostic procedures. The hospital director must act within existing budget. Which course of action is most logical?

Statement I: Hire additional medical staff immediately through emergency recruitment.
Statement II: Audit current resource allocation to identify wastage and redirect funds to critical supplies and diagnostic equipment.
Statement III: Implement a triage system to prioritize critical cases and optimize existing staff utilization.

Which combination represents the best course of action?

Accepted Answer

This question tests prioritization under crisis conditions with budget constraints. It requires distinguishing between immediate operational fixes (triage, reallocation) and longer-term solutions (hiring) when resources are limited.

Question 20

A retail chain experiences declining sales, attributed to poor store layouts, outdated inventory management systems, and weak customer service training. The company has identified that 40% of customers leave without purchasing due to inability to locate products. Which course of action should be taken?

Statement I: Redesign all store layouts immediately across 200 locations.
Statement II: Implement a pilot program in 10 stores combining improved layout, digital inventory system, and customer service training.
Statement III: Conduct customer surveys to understand specific pain points before any intervention.

Which approach is most prudent?

Accepted Answer

This question tests the principle of evidence-based decision-making and risk management. It requires recognizing when to pilot before scaling, and when to gather data before investing heavily.

SSC CHSL Course of Action

Course of Action— Rules & Concept

Key Points to Remember

Exam-Specific Tips

Course of Action — Practice Questions

60-Second Revision — Course of Action