Researching and writing this book thrust us into the roles of both student and teacher. Before we could teach, we first had to learn. We now have studied a remarkably successful service organization and, in this book, teach its lessons. We have had an enlightening and rewarding journey.

We began this project believing that we already understood Mayo Clinic and what makes it tick. And we did know many things. However, as we write these words to thank those who have helped us, it is clear to us how much more we learned. The disciplined exploration and personal reflection required to write a good book is a wonderful way to learn. The process forces you to dig deep, to see what you haven’t seen before, to consider new patterns and ...

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