Penalizing errors at both the employee and management levels will foster the provision of more effective training, motivate claims processors to pay more attention in the classroom, and inject into the claims processing system a greater emphasis on quality.

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Others included more effective employee training, extending hours, redesigning the look of its stores to appeal more effectively to younger consumers, and getting rid of the Super-Size option (which had been criticized by health groups and was unfavorably portrayed in the 2004 documentary Super Size Me).

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Finally we heard from a broad cross-section of thinkers about the urgent need for more effective worker training.

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