This special edition of “Leader Dialogue Radio” offers a replay of the Baldrige Foundation quarterly webinar that was conducted on March 12, 2020 discussing “Synergies Between the Baldrige Framework and HRO”. The webinar provided a detailed comparison of Press Ganey’s High Reliability Model compared with the Baldrige Performance Excellence Framework.

The presenters included Craig Clapper, Partner, Healthcare Performance Improvement at Press Ganey and Kathleen Goonan, M.D., Managing Director, Healthcare at Navigant.

In addition to the expertise of the guests, findings from the John R. Griffith article “Understanding High-Reliability Organizations: Are Baldrige Recipients Models” was discussed.

The moderators were Al Faber, CEO/President of theBaldrige Foundationand Ben Sawyer, CEO ofSOAR Vision Group.

Craig Clapper/Press Ganey

Craig Clapper is a founding partner of Healthcare Performance Improvement (HPI) and a partner inPress Ganey Transformational Advisory Services. HPI is a group that specializes in improving human performance in complex systems using evidence-based methods from high-reliability organizations. Craig has 30 years experience improving reliability in nuclear power, transportation, manufacturing, and healthcare. He specializes in cause analysis, system reliability, and safety culture transformation.

Kathleen Goonan/Navigant

Kathleen Goonan foundedGoonan Performance Strategies(GPS) and now is a partner with Guidehouse. Since 2002, she has supported organizations and companies to achieve higher performance in quality, service and business results through innovative Baldrige-based approaches. Kate is a physician executive with 30 years coaching executive teams on transformational strategy and effective use of Baldrige. Kate joined Navigant Consulting in 2016 and Navigant became a Guidehouse Company in 2019.

About SOAR Vision Group

The SOAR Vision Group mission is to: Align People with Purpose to Achieve Exceptional Results. SOAR provides best practice strategy execution, business process optimization services, and a structured organizational development approach for organizations to effectively implement the Baldrige Performance Excellence framework. For more information, contact SOAR Vision Group at (888) 294-3303 or visit

About the Baldrige Foundation

The mission of the Baldrige Foundation is to ensure the long-term financial growth and viability of the Baldrige Performance Excellence Program, and to support organizational performance excellence in the United States and throughout the world. The Malcolm Baldrige National Quality Award is presented annually by the United States President to organizations that demonstrate quality and performance excellence. For more information, contact the Baldrige Foundation at (202) 559-9195 or visit

Turning Disruption and Change into Peak Performance

Fill the fields below to proceed with downloading the whitepaper.