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

Mortuary Management II Part II – Flashcards

Unlock all answers in this set

Haven't found what you were looking for?

Search for samples, answers to your questions and flashcards