Harvard Case - Schlitterbahn: Tragedy at the Waterpark
"Schlitterbahn: Tragedy at the Waterpark" Harvard business case study is written by Jonathan Landis, Kanina Blanchard. It deals with the challenges in the field of Organizational Behavior. The case study is 9 page(s) long and it was first published on : Jul 14, 2022
At Fern Fort University, we recommend a comprehensive organizational transformation for Schlitterbahn Waterpark, focusing on a shift in leadership style, a revamped organizational culture, and a robust implementation of safety protocols. This transformation will prioritize transparency, accountability, and employee empowerment, aiming to rebuild trust with customers and stakeholders and ensure a safer, more enjoyable experience for all.
2. Background
The case study focuses on the tragic accident at Schlitterbahn Waterpark in Kansas City, where a 10-year-old boy died while riding the 'Verruckt' water slide. The incident exposed serious flaws in the park's safety protocols, risk management practices, and leadership decisions. The case highlights the devastating consequences of prioritizing profit over safety, inadequate communication, and a lack of transparency in decision-making.
The main protagonists in the case are:
- Schlitterbahn Management: Demonstrated a lack of oversight and a disregard for safety concerns raised by employees.
- Employees: Faced a culture of fear and intimidation, making it difficult to voice concerns.
- The victim's family: Suffered immense loss and faced legal battles with the park.
- The public: Lost trust in the park and questioned the safety of waterpark attractions.
3. Analysis of the Case Study
This case study can be analyzed through the lens of organizational behavior, leadership, and safety management. The following key issues emerge:
- Leadership Style: The case highlights a top-down, autocratic leadership style, where decisions were made without proper consultation or consideration for employee input. This lack of transparency and accountability created a culture of fear, hindering effective communication and safety protocols.
- Organizational Culture: A culture of 'profit over safety' prevailed, where employees felt pressured to prioritize revenue over safety concerns. This culture created a climate of fear and silence, where employees were reluctant to voice their concerns.
- Decision-making Processes: The decision to open the 'Verruckt' slide despite safety concerns, and the lack of a robust risk assessment process, highlight a flawed decision-making process.
- Safety Management: The case reveals a lack of comprehensive safety protocols, inadequate training, and a failure to address safety concerns raised by employees.
4. Recommendations
To address these issues, Schlitterbahn needs a comprehensive organizational transformation, including:
- Leadership Transformation:
- Shift to a Transformational Leadership Style: Emphasize open communication, transparency, and employee empowerment.
- Develop a Strong Safety Culture: Prioritize safety as a core value, fostering a culture where employees feel safe to raise concerns.
- Implement a Robust Risk Management System: Develop a comprehensive risk assessment process, including regular safety audits and proactive measures to mitigate potential hazards.
- Organizational Culture Change:
- Establish a Culture of Transparency and Accountability: Encourage open communication and feedback, and hold leaders accountable for safety decisions.
- Promote Employee Empowerment: Create a culture where employees feel valued and empowered to raise concerns without fear of retaliation.
- Safety Protocol Enhancement:
- Develop and Implement Comprehensive Safety Protocols: Establish clear and detailed safety protocols for all attractions, including regular safety inspections and maintenance.
- Invest in Employee Training: Provide comprehensive safety training for all employees, including emergency response protocols and procedures.
- Implement a Whistleblower Protection Policy: Ensure employees feel safe to report safety concerns without fear of retribution.
5. Basis of Recommendations
These recommendations are based on the following principles:
- Core Competencies and Consistency with Mission: The recommendations align with the core competency of providing a safe and enjoyable experience for customers, and are consistent with Schlitterbahn's mission of creating a fun and memorable waterpark experience.
- External Customers and Internal Clients: The recommendations address the concerns of external customers by prioritizing safety and creating a more transparent and trustworthy environment. They also address the needs of internal clients (employees) by creating a culture of respect, empowerment, and safety.
- Competitors: The recommendations position Schlitterbahn as a leader in safety and customer experience, differentiating it from competitors and building trust with the public.
- Attractiveness: The recommendations are attractive as they prioritize safety, which is a key concern for customers and stakeholders. This will lead to increased customer satisfaction, improved brand reputation, and long-term profitability.
6. Conclusion
The tragedy at Schlitterbahn highlights the critical importance of prioritizing safety and transparency in all aspects of business operations. By implementing the recommended changes, Schlitterbahn can rebuild trust with customers and stakeholders, create a safer environment for employees and visitors, and ensure a sustainable future for the company.
7. Discussion
Alternative solutions to address the issues at Schlitterbahn include:
- Simply closing the park: While a drastic measure, this would prevent future accidents but would also result in significant financial losses and job losses.
- Hiring an external safety consultant: This could provide valuable insights and expertise, but it would be a costly solution and may not address the underlying cultural issues.
The key risks associated with the recommended changes include:
- Resistance to change: Employees and management may resist the proposed changes, particularly those related to leadership style and organizational culture.
- Cost of implementation: Implementing the recommended changes will require significant financial investment.
- Potential for legal challenges: The park may face legal challenges from victims and their families, even after implementing the changes.
8. Next Steps
The implementation of the recommendations should be phased in, with clear timelines and milestones:
- Phase 1 (Immediate): Implement a temporary closure of the park to conduct a thorough safety audit and review all safety protocols.
- Phase 2 (Short-Term): Implement leadership training programs to foster a transformational leadership style and promote open communication and transparency.
- Phase 3 (Medium-Term): Develop and implement a comprehensive employee training program focusing on safety protocols, risk management, and communication.
- Phase 4 (Long-Term): Conduct ongoing safety audits, monitor employee feedback, and continuously improve safety protocols and procedures.
By taking these steps, Schlitterbahn can demonstrate a commitment to safety and transparency, rebuild trust with customers and stakeholders, and ensure a safer and more enjoyable experience for all.
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Case Description
Jeff Henry, owner of and creative visionary behind Schlitterbahn Waterparks & Resorts, created one of the most sought-after water park companies in the United States. He was confident in his ability to create the best attractions and dominate the industry with his unique inventions. Then, at his facility in Kansas City, Kansas, a fatal accident took place after the construction and design of the Verrückt, a waterslide Henry hoped would set new world records. How should Henry have responded to the tragedy?
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