Mortuary Management II: Part 2

Funeral Service Management
The administration of a funeral service enterprise, the activities of which encompass marketing, office, personnel, and financial management
Marketing Management
The achievement of economical, orderly, and adequate distribution of products and services
Office Management
Planning, organizing, actuating, and controlling of office work
Personnel Management
A field of management concerned with the obtaining and maintaining of a satisfactory and satisfied work force
Financial Management
The efficient utilization and adequate regulation of all revenue, expenditures, and capital rights
3 Areas of the Funeral Director as a Care Giver
1. Clients
2. Community public
3. Professional associates and peers
Management Defined
A distinct process consisting of planning, organizing, actuating, and controlling performed to accomplish established objectives
4 Functions of Management
1. Planning
2. Organizing
3. Actuating
4. Controlling
Planning
The methodology in thinking out acts and/or purposes prior to the actual implementation
Mission Statement
Describes the purpose of the organization
Goals
-Broad statements about what an organization wants to achieve
-Broad general terms with no set time period
Objectives
Specific statements of ends, the achievement of which is to be completed in a specific time period
Organizing
To arrange or constitute in interdependent parts, each having a specific function or relation with respect to the whole
Actuating
To incite to action, to initiate a process
Controlling
To exercise restraint of or direction over
Primary Objective of Funeral Service Management
Fulfilling the needs of clients and the community public incurred by death
Secondary Objective of Funeral Service Management
Insuring that funds are available for meeting expenses, for providing a reasonable return on investment and for capital improvements
Capital
The net value of an owner’s financial interest in a business enterprise
Commercial Enterprise
A business firm that obtains income through the buying and selling of goods
Caveat Venditor
Let the seller beware
(funeral service support this concept)
Caveat Emptor
Let the buyer beware
Advertising
The art of informing the public of the services or commodities offered for sale by a corporation, partnership or individual
Selective Demand Advertising
To create consumer demand for an individual class of products and or services; that is the funeral itself, or elements thereof
Human Relations
Motivating people in organizations to develop teamwork that effectively fulfills their needs and achieves organizational objectives
Importance of Human Relations
-Attaining objectives of the firm
-Effective public relations through all funeral service personnel
Four Key Factors of Employment Policies
1. Use of references
2. Use of interviews
3. Ascertaining the funeral service philosophy of the applicant
4. Importance of the applicant’s personality
Classical Motivation Theory
Money is the most important motivator on the job
Contemporary Motivation Theory
Factors other than money are the most important motivator on the job
Maslow’s Hierarchy
Basic needs must be satisfied before incentives designed to provide employees with esteem etc
Physiological
-First level
-Air, food, water, sex
Security
-Second level
-Safety, order, freedom from fear or threat
Social
-Third level
-Belongingness, love, affection, feelings of belonging, social contact
Esteem
-Fourth level
-Self respect, self esteem, achievement, respect from others
Self Actualization
-Fifth level
-Need to grow, feel fulfilled, realize one’s potential
Theory X
-The average person dislikes work and will avoid it if at all possible
-Most people must be coerced, controlled, directed and threatened with punishment to get them to perform effectively
-The average person lacks ambition, avoids responsibility, and seeks security and economic rewards above all else
-Most people lack creativity and are resistant to change
-Most people are self centered, they are not concerned with the goals of the organization
Theory Y
-The expenditure of physical and mental effort in work is as natural ans play or rest
-People will exercise self direction and self control in the service of objectives to which they are committed
-Commitment to objectives is a function of the rewards associated with achievement
-The average person learns, under proper conditions, not only to accept but to seek responsibility
-The capacity to exercise a relatively high degree of imagination, ingenuity and creativity in the solution of the organizational problems is widely, not narrowly distributed in the population
Herzberg Two Factor Theory
Job satisfaction is derived from intrinsic and extrinsic aspects of the job
Intrinsic Aspects
-Achievement, recognition
-Work itself, responsibility, advancement
Extrinsic Aspects
-Company policy, supervision
-Salary, interpersonal relations with coworkers
-Working conditions
Characteristics of an Effective Leader in Terms of Motivation
-The ability of determining objectives or purpose and the ability to carry them out
-Empathize to understand employee needs
-Communicate
-Integrate employee
-Provide auxiliary conditions; training, continuing education and other incentives
Responsibilities of the Managerial Person
-Developing employee participation
-Ability to manage change
-Understanding human relations
-Creating a viable and working organization
-Communicating effectively
-Maintaining harmonious relationships both on the professional and non professional level
-Avoiding any kind of discrimination
-Counseling staff on professional development
-Educating employees and their families
-Rewarding performance effectively
Federal Legislation Affecting Employment
-Age Discrimination in Employment Act of 1967
-Equal Pay Act of 1963
-Civil Rights Act of 1964
-Rehabilitation Act of 1973
-Vietnam Era Veterans Readjustment Act of 1974
-Americans With Disabilities Act of 1990
-Fair Labor Standard Act
-Immigration Reform Act of 1987
-Bona Fide Occupational Qualification (BFOQ)
12 Guidelines for Criticism
-Criticize the action not the person
-Be specific
-Be sure the other person understands the reason for the criticism
-Use “I” and “we” rather than “you” statements
-Be sure the other person understands the reason for the criticism
-Don’t beat a dead horse
-Offer incentives for changed behavior
-Don’t set a tone of anger or sarcasm
-Show understanding for their feelings
-When putting criticism in writing, cool off before writing the letter or memo. Be sure only the person it is intended for sees it
-Start off by saying something good
-At the end, reaffirm your support and confidence in the person
Reasons for Termination
-Consistent violation of the staff manual with dated documentation
-Causing unrest among employees
-Unprofessional conduct in dealing with the public causing the funeral home public embarrassment
-Stealing
-Unwillingness to develop to maximum potential (the gold bricker)
3 Philosophies of Funeral Service Management
1. Owner, manager, technician Concept
2. Whole man concept
3. Compromise system
Owner Manager Technician Concept
-Most traditional and most common
-Different licensees are responsible for different steps in the funeral process
Whole Man Concept
-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
-Family works with one licensee throughout the funeral process
Compromise System
-Tasks are rotated on a weekly basis
Professional Funeral Service Practitioner
-One who is fully licensed as a funeral director and embalmer and capable of performing all funeral related tasks associated with serving the public during their time of need in the disposition of their loved one
Insurance
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
3 Contemporary Concepts of Insurance
1. Commercial enterprises
2. Professional persons
3. The expectations of people
Risk Factors
-Physical facilities
-Vehicles
-Liability to public
-Employee liability (workman’s comp)
-Specified hazards or risk
-Malpractice
Malpractice
The failure of a professional person to render proper services through reprehensible ignorance or negligence
Employee Fringe Benefits
A benefit, such as free life or health insurance received by an employee in addition to their regular salary
Premium
The cost of coverage charged by an insurance company for the protection offered
INTERprofessional Relationships
Common interest areas between funeral directors and others INdirectly involved with the funeral service professional (florists, cemeterians, monument dealers, news media, legal profession, hospital administrators, government agencies)
$255
Social security lump sum death benefit
$300
VA death benefit
$250
Civilian employees of armed forces death benefit