Mortuary Management II Part II

question

Funeral Service Management
answer

the administration of a funeral service enterprise, the activities of which encompass marketing, office, personnel and financial management
question

Marketing management
answer

the achievement of economical, orderly and adequate distribution of products and services
question

Office management
answer

planning, organizing, activating and controlling of office work
question

personnel management
answer

a field of management concerned with the obtaining and maintaining of a satisfactory and satisfied work force
question

financial management
answer

the efficient utilization and adequate regulation of all revenue, expenditures and capital rights
question

3 areas of care-taking as funeral service professional
answer

-clients and families he serves -community, public, and consumers at large -professional associates, peers, both inter and intra professional
question

Management
answer

a distinct process consisting of planning, organizing, actuating and controlling performed to accomplish established objectives
question

4 functions of management
answer

planning, organizing, actuating, controlling
question

planning
answer

the methodology in thinking out acts and/or purposes prior to the actual implementation
question

goals
answer

broad statements about what an organization wants to achieve-broad general terms with no set time period
question

objectives
answer

specific statements of ends, the achievement of which is to be completed in a specific time period
question

organizing
answer

to arrange or constitute in interdependent parts, each having a specific function or relation with respect to the whole
question

actuating
answer

to incite to action, to initiate a process
question

controlling
answer

to exercise restraint of or direction over
question

caveat venditor
answer

let the seller beware
question

caveat emptor
answer

let the buyer beware
question

Primary objective of funeral service management
answer

fulfilling the needs of clients and the community public incurred by death
question

Secondary objective of funeral service management
answer

insuring that funds are available for meeting expenses, for providing a reasonable return on investment and for capital improvements
question

capital
answer

the net value of an owner’s financial interest in a business enterprise
question

commercial enterprise
answer

a business firm that obtains income through the buying and selling of goods
question

True
answer

T/F; Mismanagement of personnel may hinder meeting the needs of clients and the community even in the short run
question

False (prevents attainment)
answer

T/F; Financial mismanagement in the long run provides attainment of the secondary objectives and hence, the primary objective of needs fulfillment.
question

False
answer

T/F; Funeral service management deals with a strict buyer-seller relationship, rather than a client-caregiver relationship
question

True
answer

T/F; Due to the nature of funeral service practice, the responsibility of educating the consumer is greater than that of the managerial persons
question

Advertising
answer

the art of informing the public of the services or commodities offered for sale by a corporation, partnership or individual
question

Selective demand advertising
answer

to create consumer demand for an individual class of products and or services-that is the funeral itself, or elements thereof
question

human relations
answer

motivating people in organizations to develop teamwork that effectively fulfills their needs and achieves organizational objectives
question

Employment policies of funeral home owners
answer

-use of references is recommended -use of interviews is recommended -ascertaining the funeral service philosophy of the applicant -importance of the applicant’s personality
question

Manual for Personnel (should include)
answer

history of firm, tour of the facilities, philosophy of the firm, personnel practices, organization of firm, responsibilities of personnel, professional responsibilities of the new employee
question

McGregor Theory X and Theory Y
answer

views of human. Depending on how one views the person, determines managerial style
question

Theory X
answer

-average person dislikes work and will avoid if possible -most must be coerced, controlled, directed and threatened with punishment to perform -lacks ambition, avoids responsibility and seeks security and economic rewards above all else -lack creativity and are resistant to change -not concerned with the goals of the organization
question

Theory Y
answer

-physical and mental effort as natural as play or rest -will exercise self direction and self-control in the service of objectives -commitment to objectives is a function of the rewards associated with achievement -learns, under proper conditions, not only to accept but to seek responsibility -high degree of imagination, ingenuity and creativity in the solution of organizational problems is widely, not narrowly distributed in the population
question

Frederick Herzberg
answer

two factor theory proposes that the human person has 2 sets of needs
question

Age Discrimination in Employment act of 1967
answer

Prohibits discrimination in employment against individuals 40 years of age and older.
question

Equal pay act of 1963
answer

Legislation that requires employers to pay men and women equal pay for equal work
question

Rehabilitation act of 1973
answer

Prohibits discrimination in hiring of persons with disabilities by federal agencies and federal contractors.
question

Vietnam Era Veterans Readjustment Act of 1974
answer

This act outlaws discrimination in employment against Vietnam Era Veterans
question

American with Disabilities Act
answer

a federal statute prohibiting discrimination against the disabled in employment, public transportation, telecommunications services, and public accommodations and services operated by private entities
question

Fair Labor Standard Act
answer

Established a minimum wage and a maximum hour to prevent workers from being overworked and under paid. Made child labor illegal
question

Immigration reform act of 1987
answer

federal legislation requiring employers to check job applicants papers to be sure they are either a U.S citizens or aliens authorized to work in the U.S
question

Bona Fide Occupational Qualification
answer

Situation in which gender, religion, or national origin is reasonably necessary to carrying out a particular job function in the normal operations of the business or enterprise; aka BFOQ
question

Quarterly Staff meetings
answer

review financial conditions, compliments and complaints, suggestions of ways to improve service, policy statements
question

7 days
answer

time frame for resolving gripes and complaints
question

True
answer

T/F; All employees should be familiar with staff manual and compliance with duties and tasks expresses in manual is mandatory-no negotiations
question

Reasons for termination (klicker pg 148-149)
answer

-Consistent violation of staff manual with dated documentation -Causing unrest among employees -Unprofessional conduct in dealing with the public causing the funeral home public embarrassment -Stealing -Unwilling to develop to maximum potential-the gold bricker
question

3 Philosophies of funeral service management
answer

technician concept; whole man concept; compromise system
question

technician concept
answer

owner-manager; the most traditional and most common
question

whole man concept
answer

full service to the family by one funeral director from first call to post funeral conference. The rotation of funeral directors as calls come in, placing the responsibility of the entire funeral on one person
question

Compromise system
answer

tasks rotated on a weekly basis
question

License 1
answer

takes in all calls and makes all arrangements
question

License 2
answer

supervises the visitation, conducts the funeral through the committal
question

License3
answer

supervises removals and embalming and preparation for the visitation
question

Office manager
answer

does not have to be licensed-paperwork and billing
question

True
answer

T/F; A professional funeral service practitioner is one who is fully licensed as a funeral director and embalmer and a capable of performing all funeral related tasks associated with serving the public during their time of need in the disposition of their loved one
question

7 areas of organizing and maintaining insurance program
answer

-analyzing the risk -evaluating property -selecting an agent -determining coverage and premiums -maintaining an insurance file -insurance on inventory of equipment -handling losses and claims
question

Insurance
answer

a contract whereby one party promises to compensate another, upon payment by the latter of a certain specified sum for any loss suffered from the occurrence of a certain event
question

Inter professional relationship
answer

common interest areas between funeral directors and other indirectly involved with the funeral service professional
question

malpractice
answer

the failure of a professional person to render proper services through reprehensible ignorance or negligence
question

employee fringe benefits
answer

a benefit, such as free life or health insurance received by an employee in addition to his/her regular salary
question

3 rules of cooperation (inter professional)
answer

-effective communication -relationship should facilitate an understanding of funeral service and promote its growth as a profession, serving the consumer -interaction should reflect social responsibility and improvement of service to clients and the community public
question

Intra professional relationships
answer

represent common interest areas among funeral directors within the funeral service profession, that is those directly involved with delivering funeral service to the community public
question

3 rules of cooperation (intra professional)
answer

-funeral service persons should be seen as colleagues not competitors -relationships encourage interaction and professional growth through assoc. memberships -ethical conduct of the licensee
question

Code of ethics
answer

self imposed rules of conduct and moral judgment specific to a group and more important agreed to by a particular group in the form of rules and regulations
question

functions of ABFSE
answer

accreditation; curriculum oversight; scholarships; national board exam liason
question

American board of funeral service education
answer

ABFSE
question

International conference of funeral service examining boards inc.
answer

ICFSEB
question

functions of ICFSEB
answer

consumer protection; reciprocity of licensure; enforce laws regulating funeral service on a state level; model licensing laws for reciprocity; administer the national board exam
question

establishing funeral home considerations
answer

-cultural opportunities for your family -religious, racial-ethnic, cultural makeup of the area -economic and occupational and social class of the community -death rate, population, age median, potential for growth/decline -general business cycle-> credit rating/prosperity vs. debt -predominant attitude of community toward funeral service, i.e. traditional or cremation based
question

environmental factors to location of funeral home
answer

climate; access to public transportation; distance from hospitals, churches and cemeteries; zoning issues; type and size of town; travel activity of the road; size of lot
question

recommended funeral service rooms and areas
answer

lobby; chapel or service area; family room; music room; reposing room; prep room; business or working room; arrangement office; casket selection room; restrooms; garage; storage room; large walkways; flower deliver room; clergy/lodge assembly room; dressing and casketing area; public lounge; employee lounge; private office space for owner and directors
question

Break even point
answer

overhead cannot exceed gross income
question

position advertising
answer

placards, billboards, taxi cabs, public transportation
question

time advertising
answer

radio and television
question

directory advertising
answer

phone book, internet
question

direct advertising
answer

well planned brochure: i.e.: calendars, blotters, pens, church bulletins, printing, letter mail-out
question

-natural -human responsible -combination
answer

3 types of disasters
question

role of funeral service professional at service OCME
answer

-registration of death -disposition -organized care and preparation of deceased disaster victims
question

True
answer

T/F; life expectancy has doubled in the past 90 years
question

False (2/3)
answer

T/F; 1/3 of all seniors who ever lived in the history of the world are alive today
question

Professional philosophy
answer

not just to conduct funerals but to care for the dead and grieving
question

Disaster Mortuary Operational Response Team
answer

D-MORT
question

-firm’s name -firm’s location -firm’s telephone number -parking facility -price advertising -service available -merchandise available
answer

7 basic elements to be stressed when advertising
question

census of business
answer

source of market data that explains where certain businesses are located
question

census of housing
answer

source of market data that keeps track of new home sales by region and/or the construction of new houses by region and specific area
question

census of manufacturing
answer

source of market data that explains where certain manufacturers are located
question

census of population
answer

source of market data that compiles population statistics with regard to distribution of population by region, area, etc.
question

-lack of appreciation -failing to value the employee -paying a low and unfair salary -failing to resolve personality conflicts -assigning a heavy workload
answer

5 most common factors in funeral home employee turnover
question

type of disaster victims
answer

-next of kin -those who lost a home, pet, playmate, companion -workers on response teams, including funeral directors
question

Premium
answer

the cost of coverage charged by an insurance company for the protection offered
question

functions and purpose of advertising
answer

to convince the consumer that your service, merchandise and retail price is the absolute best value they can expect in their community
question

only ethic in advertising
answer

that it be the absolute truth
question

group advertising
answer

advertising with a fellow funeral director or other retailers in your community
question

unethical conduct
answer

any deviation from the moral or judicial standards of the law

Get instant access to
all materials

Become a Member