Case Studies

 Sample Solved Case Studies

1.      Read the given case and answer the following question.              [2x9=18]

Workplace surveillance (investigation) is not new, of course, but new technologies have made it possible for employers to monitor workers both in and out of the workplace and can harm workers in myriad (many) ways. Some of the threats posed by increasingly sophisticated workplace surveillance are a direct result of the pervasive (direct) monitoring itself, but others are a result of the exploitative and often illegal practices that such surveillance enables, from health and safety harms to discrimination.

The dangers posed by workplace surveillance fall most heavily on the most vulnerable workers, exacerbating (worsening) an array of economic inequalities and preventing these workers from challenging these increasingly invasive (aggressive) practices. But worker monitoring is also part of a cycle of restructured work arrangements through which firms deskill work and misclassify employees, allowing them to pay workers less, sidestep worker protections, and undermine workers' bargaining ability. At its core, pervasive and unchecked workplace surveillance fundamentally shifts the dynamics of power in the workplace in favor of firms in ways that harm workers and drive inequitable growth. It enables illegal discrimination, hampers worker organizing, and leads to constant stress for workers who can be fired at any time. More broadly, worker surveillance distorts the nature of jobs and economic opportunity by hyper-enabling the de-skilling of jobs and destroying workers' autonomy.

Companies surveil workers for many reasons, often citing security concerns, the need to streamline billing and project management, or the desire to increase worker productivity. Employers may also conduct surveillance simply for its own sake. They do so to gain a sense of greater control, to reduce risks in their operations, and simply because new technologies for monitoring are pervasive and increasingly inexpensive to implement.

In practice, this surveillance not only allows and intensifies exploitative workplace practices but also undermines worker power and contributes to increasingly worse wages and working conditions.

Questions:

a.      Workplace surveillance is very common in modern workstations. Do you think it is ethical to surveil workers in the company? Explain your answer.

Workplace surveillance raises ethical concerns primarily related to privacy, trust, and autonomy. While some level of monitoring may be necessary for security and productivity reasons, it should be balanced with respect for employees' rights. Surveillance programs should be transparent, with clear policies outlining the purpose, scope, and limitations of monitoring. Employees should be informed about the data collected, how it will be used, and their rights regarding privacy. Implementing safeguards such as data encryption, access controls, and regular audits can help protect employee privacy. Ultimately, the ethicality of surveillance depends on its necessity, proportionality, and the respect it shows for employees' dignity and rights. Organizations should strive to find a balance that ensures security and productivity without infringing excessively on employees' privacy and autonomy.

b.     Assume that you are the Managing Director of a company. What strategy would you adopt to make sure all the staff in the office are working as per the spirit of the organization?

To ensure staff are working in line with the organization's goals, I would focus on creating a positive work environment where employees feel motivated and valued. This includes setting clear expectations and goals, providing regular feedback and recognition, and offering opportunities for growth and development. Implementing a system of performance management that is fair, transparent, and aligned with the company's values can help employees understand how their work contributes to the overall success of the organization. Additionally, promoting open communication and collaboration can help build trust and accountability among staff, leading to a more engaged and productive workforce. By fostering a culture of transparency and respect, organizations can ensure that employees are motivated to work towards common goals, ultimately benefiting both the employees and the company.

2.      Read the given case and answer the following question.                 [2×9=18]

In episode two of the British science-fiction anthology series Black Mirror, entitled “Fifteen Million Merits”, Bingham Madsen (played by Daniel Kaluuya) lives in an enclosed society. Citizens spend their days on stationary bikes, peddling furiously for merits — a form of currency used to buy food, goods, and entertainment. Bing lives in a room made of screens. Periodically, these screens fill with advertisements for game shows, contests, and porn. If Bing wants to stop an ad, he must pay a substantial fee of merits. (If he shouts his eyes, the ad will simply pause until he opens them again.) At one point in the episode. Bing’s account is drained and he is unable to escape a particularly upsetting ad.

In our society, advertisements are everywhere. Think, about how many ads you encounter in a single day (ex. While driving, listening to the radio, watching Hulu, listening to Spotify, opening your mail, checking your email, watching YouTube). It’s nearly impossible to separate desired content from undesirable content perhaps you’re able to splurge on an ad-free subscription to Hulu or upgrade to a premium account on Spotify. If so, you occupy a privileged position. Not everyone can afford to ‘opt out” so to speak. Nevertheless, even if your research can cut back on the number of advertisements you’re exposed to, a large number of ads still reach you.

Recently, after appreciating the sheer number of ads I’m forced to watch daily to consume my desired content. I began to contemplate how these advertisements might be affecting my psyche. Many ads, I realized, prey primarily on our insecurities. Oh, you don’t have this? Well, you need it! If you’re going to be thin/well-liked successful/beautiful. A great many starts by convincing you of the inadequacy of your ordinariness or general lack — before moving on to why their product will help cure you.

a.      Advertising, according to the passage, is the manipulation of human consciousness. To what extent do you agree or disagree with this claim? Explain your answer.

Advertising uses several strategies to achieve this manipulation, such as capturing emotion, creating a sense of urgency, using celebrity endorsements, and using persuasive language and imagery. By carefully crafting messages and images, advertisers aim to influence consumers’ thoughts, beliefs, and behaviors to align them with their marketing goals. Advertising influences and manipulates our thoughts, feelings, and behaviors. It looks at the techniques used by advertisers to get our attention, create desire, and convince us to buy a product or service. 

However, it's important to note that not all advertising is manipulative in a negative sense. Some ads inform and educate consumers, empowering them to make informed decisions. Nonetheless, the pervasive nature of advertising in modern society highlights its potent influence on shaping consumer behavior and perception.

b.     Pick up one advertisement of your choice and describe different tools and techniques used to manipulate the consciousness of the consumers.

I pick up the advertisement for fair and lovely. In this advertisement, women are shown as more beautiful and charming after applying the product. We can discuss an overview of some of the common tools and techniques used in advertising to influence consumer consciousness.

Emotions are aroused: Advertising often uses emotional triggers to connect with consumers on a deeper level. This can be achieved by telling stories, involving characters, or evoking specific emotions such as happiness, nostalgia, or fear. Persuasive language: Advertising uses persuasive language to influence consumer behavior. Techniques such as catchy taglines, persuasive copywriting, and positive reinforcement are often used to create a desire for the advertised product or service. Intuitive operation: Visual elements play an important role in advertising. Techniques such as color psychology, attractive patterns, and aesthetic design are used to attract attention, create desire, and establish brand identity.

Social proof: Advertising often uses social proof to manipulate consumers’ consciousness. This includes testimonials, celebrity endorsements, or displays of a large number of satisfied customers to create a sense of trust and credibility.

Scarcity and urgency: Creating a sense of scarcity or urgency is a common tactic. Limited-time offers, exclusive offers, or emphasis on limited stock can lead consumers to make impulsive purchasing decisions.

Target marketing: Advertisers use consumer data and analytics to deliver personalized advertising that meets individual interests and concerns. This technique aims to create a stronger bond with consumers by providing them with tailored solutions.

It’s important to note that while these techniques can be used to manipulate consumers’ consciousness, not all advertising is manipulative or unethical. Many advertisements are solely intended to inform and persuade consumers fairly and transparently. If you want to do more research on this topic, I recommend you explore marketing-related academic journals, books, or websites that discuss advertising techniques and their impact on customer behavior. consumers. 

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Questions for Your Practice

3.     Read the following questions and answer the questions asked below.

The nonverbal signals you send can enhance—or undermine—your verbal message, so make sure to use nonverbal cues to your advantage. In U.S. business culture, the following signals are key to building and maintaining professional credibility: Eye behavior: Maintain direct, but not continuous, eye contact. Don’t look down before responding to a question, and be careful not to shift your eyes around. Don’t look away from the other person for extended periods, and try not to blink excessively.

Gestures: When using gestures to emphasize points or convey the intensity of your feelings, keep them spontaneous, unrehearsed, and relaxed. Keep your hands and elbows away from your body, and avoid hand-to-face gestures, throat clearing, fidgeting, and tugging at clothing. Don’t lick your lips, wring your hands, tap your fingers, or smile out of context.

Posture: Assume an open and relaxed posture. Walk confidently, with grace and ease. Stand straight, with both feet on the floor, and sit straight in your chair without slouching. Hold your head level, and keep your chin up. Shift your posture while communicating, leaning forward and smiling as you begin to answer a question. Avoid keeping your body rigid or otherwise conveying a sense of tension.

Voice: Strive for a conversational style, while speaking at a moderately fast rate. Use appropriate variation in pitch, rate, and volume. Avoid speaking in a monotone. Avoid sounding flat, tense, or nasal. Do your best to avoid ‘ahs’ or ‘ums’, repeating words, interrupting or pausing mid-sentence, omitting parts of words, and stuttering.

Questions

a.      What message might you get if your boss smiles but looks away when you ask if you’ll be getting a raise this year? Explain your interpretation of these nonverbal signals.

b.     How cultural contexts matter in terms of nonverbal communication. When you have the opportunity to interact with people in another culture what would you do? Cite some of the differences of nonverbal gestures of any other society with Nepali society in general.

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Case Study: ATM Failure at XYZ Bank

4.      Read the given case and answer the following question.                      [2x9=18]

XYZ Bank, a leading financial institution, operates numerous ATMs across urban and rural areas. Known for its reliable service, the bank faced a significant challenge when one of its high-traffic ATMs in the downtown area of Jeetpur-Simara experienced a sudden failure. On a busy Friday afternoon, the ATM located at a popular commercial hub stopped dispensing cash, leaving many customers frustrated. The machine displayed an error message and refused to process transactions. This incident occurred at the beginning of a long weekend, exacerbating customer dissatisfaction. Upon receiving complaints, the bank's customer service team quickly informed the technical support department. A technician was dispatched to inspect the machine, identifying a hardware malfunction in the cash dispensing unit. Additionally, the machine's software showed signs of a critical bug that disrupted normal operations. The ATM's failure had immediate consequences:

·        Customer Inconvenience: Many customers, particularly those needing cash for the weekend, were affected. This led to numerous complaints and negative feedback.

·        Reputation Damage: The bank's reputation for reliability took a hit, with customers expressing their dissatisfaction on social media.

·        Financial Loss: The bank faced potential financial losses due to missed transactions and the cost of repairs.

The technical team worked swiftly to replace the faulty hardware and update the software. To prevent future occurrences, XYZ Bank implemented the following measures:

·        Regular Maintenance: Increased frequency of preventive maintenance checks for ATMs.

·        Software Updates: More rigorous testing protocols for software updates to identify bugs before deployment.

·        Customer Communication: Enhanced communication channels to inform customers promptly about service disruptions and alternative solutions.

The failure of the ATM at XYZ Bank highlighted the importance of robust maintenance protocols and effective communication strategies. By addressing the issue promptly and implementing preventive measures, the bank aimed to restore customer trust and ensure smoother operations in the future. This case underscores the critical role of operational reliability in maintaining customer satisfaction and loyalty in the banking sector.

Questions:

a.      Analyze the potential long-term effects of the ATM failure incident on XYZ Bank’s customer trust and satisfaction. How should the bank address these concerns to rebuild its reputation?

b.     Evaluate the effectiveness of XYZ Bank’s immediate response to the ATM failure. What additional steps could the bank take to improve its response strategy in future incidents?

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