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Fulfilling needs of client-families and community that result from death-related need
Primary Objective
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Insuring funds are available for: Meeting expenses; Providing reasonable return on investment; Capital improvements
Secondary Objective
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Long term vs. Short term objectives
Primary and Secondary
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Functions for management
- Planning
- Organizing
- Directing
- Evaluating
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Planning
- Establishing mission statement
- Setting objectives and goals
- Formulating strategy for achieving objectives and goals
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Objectives
Specific statements of ends, achievement of which are contemplated within specific time period
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Goals
Broad statements about what organization wants to achieve; developed in strategic planning porcess; form basic plan or direction toward which decisions and activities are focused
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Organizing
- Coordination of how, where, and when actions should take place
- Group work into logical patterns
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Directing (actuating)
- Implementing and executing planned activities
- Includes staffing responsibilities
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Evaluating (controlling)
- Evaluating performance in terms of goals and objectives
- Reformulating goals and objectives as needed
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Modern concepts of management related to funeral service
- More service oriented that prodect oriented
- Greater emphasis on social responsibility and satisfying needs of client families
- Client-caregiver relationship, rather than strict buyer-seller relaionship
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Differs from managerial areas in that total service of firm should be available to those of every economic circumstance
Modern Funeral Service Practice
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Deals with client-caregiver relationship, rather than direct buyer-seller relationship; More service oriented than product oriented
Modern Funeral Service Management
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Theories of motivational behavior
- Abraham Maslow
- Frederick Herzberg
- Douglas McGregor
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Abraham Maslow
"The Hierarchy of Needs"
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"The Hierarchy of Needs" - Abraham Maslow
- Physiological
- Security
- Belongingness and love
- Esteem
- Self-Actualization
- (lowest to highest)
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Frederick Herzberg
"Two-Factor Theory"
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"Two-Factor Theory" - Frederick Herzberg
- Man has two sets of needs; Satisfiers and Dissatisfiers
- Set 1 - man's desire to avoid pain and satisfy basic needs
- Set 2 - able to achieve and experience psychological growth
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Douglas McGregor
"Theory X and Theory Y"
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Theory X - Douglas McGregor
Average person inherently dislikes work and will avoid if possible
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Theory Y - Douglas McGregor
Expenditure of physical and mental effort in work is as natural as play or rest; self-direction and self-control in service of objectives committed to
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Motivation process
- Determine objectives or purposes
- Understand employee needs and wants
- Communicate with employee
- Integrate employee-firm interests
- Provide auxiliary conditions
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Efforts of all members of organization directed to ensure quality in production of goods and services are achieved
Total Quality Management (TQM)
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Responsibilities of manager
- Develop employee participation
- Manage change
- Understanding human relations
- Create viable and workable organization
- Communicate effectively
- Demonstrate effective leadership
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Areas of Management
- Human Resources Management (Personnel Management)
- Financial Management
- Marketing Management
- Facilities Management
- Office Management
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Process of acquiring, training, developing, motivating, and appraising sufficient quantity of qualified employees to perform necessary activities
Human Resources Management (Personnel Management)
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Efficient utilization and adequate regulation of assests, revenue, expenditures, and capital rights
Financial Management
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Process of planning and executing development, pricing, promotion and distribution of organization's goods and/or services
Marketing Management
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Obtaining and maintaining of adequate work space and funeral equipment
Facilities Management
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Facilities Management
- Vehicles
- Telephone systems
- Rolling Stock
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Telephone systems
- Answering systems
- Facsimile machines (Fax)
- Cellular systems
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Rolling stock (funeral home vehicles)
- Funeral coach
- Limousine
- Flower car
- Lead car
- Transfer vehicle
- Utility vehicle
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Office Management
- Determine office equipment needs
- Records required by government agencies
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Operational procedures peculiar to funeral service
- Handling notifications of death
- Transfer of remains
- Preparation of remains
- Arrangement conference
- Systemic follow-up of funeral arrangement details
- Dressing, casketing and preparing deceased for visitation or viewing
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Dressing, casketing and preparing deceased for visitation or viewing
- Dressing deceased
- Casketing deceased
- Preparing deceased for viewing or visitation
- Register book
- Receiving visitors - calling hours
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Art of making public aware of services or commodities that business has for sale
Advertising
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Private investors willing to supply financing for new and/or risky small venture start-ups
Angels
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Qualification absolutly necessary for job; allowed and approved reason for discrimination
Bona fide occupational qualification (BFOQ)
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Organization that combines inputs of raw materials, capital, labor, and management skills to produce useful outputs of goods and services to earn profit
Business
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Written description of new idea that projects marketing, operational, and financial aspects of proposed business
Business plan (New venture plan)
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Fundamental statements that serve as guides to management practice
Business policies
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Artifical being, invisible, intangible, and existing only in contemplation of law; entity that is something that has distinct existence separate and apart from existence of its individual members
Corporation
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Statistical study of human populations with respect to size, density, distribution, composition, and income
Demographics
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Outlaws discriminatory practices in pay; requires employers to pay minimum wage to employees, and pay minimum of 1 1/2 times regular rate for hrs beyond 40 a week
Fair Labor Standards Act (Wage and Hour Law)
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Intangible asset such as name of funeral home; also intangible asset which enables business to earn profit in excess of normal rate of profit earned by other businesses of same kind
Goodwill
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Goods or stock of goods held for resale at profit
Inventory (Merchandise)
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Energizing, channeling and sustaining people's behavior
Motivating
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Expenses incurred in normal operation of business
Overhead
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Business that provides service as opposed to product
Service business
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Assets appraised by value, seen or touched
Tangible assets
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Hertzber's Two-Factor Theory
- Intrinsic and Extrinsic
- Satisfaction and dissatisfaction not opposites but separate dimensions
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Intrinsic Hertzberg Theory
Motivators
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Extrinsic Hertzberg Theory
Hygienes
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