Ric Williams is President of Williams and Goffin Consulting Inc. He has had extensive experience in the health care industry through work with a broad range of pharmaceutical manufacturers, medical device suppliers, medical laboratories and the Canadian Hospital Association Nursing Unit Administration. Ric has designed, delivered and implemented service quality systems and education in a broad range of industries and government organizations on five continents. The focus is on delivering results through customer service excellence. Prior to the formation of Williams and Goffin in 1990, Ric was a partner and national practice leader in instructional systems at Thorne, Stevenson Kellogg, now part of KPMG. Recently, Ric delivered a keynote address to the Canadian Association for Pharmacy Distribution Management annual conference.