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Define Management
The act of motivating people towards the achievement of a goal or goals.
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Define Funeral Home Management
Achieving the goals of a funeral home through the use of people and resources.
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Define Funeral Service Management
The administration of a funeral service enterprise, the activities of which encompass marketing, office, personnel, facilities, and financial management.
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Dannible's definition of a Funeral Service Manager
“Is someone who takes the goals of the funeral home, analyzes them, and generates enough enthusiasm to have other people (the staff) implements them for the firm’s success. The manager accomplishes this through four functions of management”
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Define planning
that function of determining in advance what needs to be accomplished in order to achieve a particular goal.
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Define Mission Statement
describes the purpose of the organization. It is aimed at enabling all members of the organization to share the same view of the company’s goals and philosophy.
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Define goals
broad statements about what an organization wants to achieve.
- a. Developed in the strategic planning process:
- they form the basic plan or direction toward which decisions and activities are focused.
b.(Goals are motivational in nature and are usually stated in broad, general terms without reference to a time period).
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Define objectives
specific statements of ends, the achievement of which are contemplated within a specific period of time.
a. Objectives are used in the management control process, and provide a quantitative and time framework for the organization’s goals
b. Objectives are accomplished by a specific date and are stated in specific terms, preferably in such a way that there is some measurable basis for determining the extent to which they have been achieved.
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What is the primary objective of a funeral service enterprise?
To meet the needs of those grieving families that select the funeral home to serve them.
Stated another way – Fulfilling the needs of the client families and the community resulting from death
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What is the secondary objective of a funeral service enterprise?
Ensuring funds are available for:
oMeeting expenses
oProviding a reasonable return on investment
oCapital improvements
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Would meeting expenses be a primary or secondary objective?
Secondary
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Would providing danish at the at-need conference be part of the primary or secondary objective?
Primary
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Would adding new carpet to the arrangement rooms be a primary or secondary objective?
Secondary
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Would adding a new car to the fleet be a primary or secondary objective?
Secondary
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Would meeting the family after hours be considered part of the primary or secondary objective?
Primary
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There are four functions of management
- 1. Planning
- 2. Organization
- 3. Directing (Actuating)
- 4. Evaluating or Controlling
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What are the two concepts discussed under planning
- 1. Development of a Mission Statement
- a. Management begins long before employees are needed.
- b. It begins by determining why the company exists.
2. Setting goals and objectives
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What are the five (5) components of a mission statement
- 1. Reason the organization exist
- 2. Products and services offered
- 3. Clientele served.
- 4. Nature and geographic marketing territory of the business
- 5. Areas of specialization
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The phrase "to serve families in their time of need" would describe which component of a mission statement?
1. Reason the organization exist
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The phrase "providing traditional and contempory services" would describe which component of a mission statement?
2. Products and services offered
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The phrase " se habla espanol" might describe what component of a mission statement?
3. Clientele served.
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The phrase "serving East Texas since 1908" might describe what component of a mission statement?
4. Nature and geographic marketing territory of the business
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The phrase "Providing Complete cremation and traditional burial service" might describe what two components of a mission statement?
- 2. Products and services offered
- 5. Areas of specialization
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Which is more motivational, goals or objectives?
Goals
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Which term deals with broad topics without reference to time?
Goals
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Which term deals with specific implication?
Objectives
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Which term deals with providing a measurable basis?
Objectives
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Your boss has asked you to help get 24 more cases this year. Is this a goal or objective?
Objective
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Your boss has asked you to help increase case volume. Is this a goal or objective?
Goal
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Organization (Organizing)
Defined: the way in which work is arranged and distributed among members of the firm.
Defined: To arrange or constitute in interdependent parts, each having specific function or relation with respect to the whole; the arrangement and distribution of work among members of an organization.
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You are developing goals for your business. Which function of management are you performing?
1. Planning
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You have integrated your employees with what they need in order to achiecve your funeral home goals. Which function of management are you performing?
Organization (Organizing)
The second function of management
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Goals fall under which function of management?
1. Planning
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You have made a decision to increase your case volume by 20 families this year. What function of management are you performing?
1. Planning
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You have made a decision to increase your case volume by 20 families this year. What is this called?
Setting Objectives
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You have grouped work into logical patterns. What function of management are you performing?
Orginization
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Directing
(Actuating)
regulating the activities or course of activities of an organization; to guide and/or supervise the activities of an organization.
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Evaluating
Controlling
A management function which compares organizational and individual performance with predetermined standards or expected results.
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“caveat venditor”
let the seller beware
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Motivation
Energizing, channeling and sustaining people’s behavior.
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Herzberg’s Motivators
the primary determinants of job satisfaction are intrinsic aspects of the job (example: achievement, recognition, the work itself, responsibility and advancement).
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Herzberg’s Hygienes
whereas the primary determinants of a job dissatisfaction are extrinsic factors
(example: company policy, supervision, salary, interpersonal relations with co-workers and working conditions).
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Is funeral service management more product or service oriented?
Service
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Abraham Maslow: “The Hierarchy of Needs”
- 1. Physiological
- breathing
- food
- water
- sex
- sleep
- homeostasis
- excretion
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Abraham Maslow: “The Hierarchy of Needs”
- 2. Safety
- security of:
- body
- employment
- resources
- morality
- the family
- health
- property
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Abraham Maslow: “The Hierarchy of Needs”
- 3. Love/Belonging
- friendship
- family
- sexual intimacy
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Abraham Maslow: “The Hierarchy of Needs”
- 4. Esteem
- self-esteem
- confidence
- achievement
- respect of others
- respect by others
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Abraham Maslow: “The Hierarchy of Needs”
- 5. Self-actualization
- morality
- creativity
- spontaneity
- problem solving
- lack of prejudice
- acceptance of facts
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You are paying an acceptable wage and allowing your employees to maintain a sufficient living. What two aspects of Maslow's "hierarchy" are you fulfilling?
- 1. Physiological
- 2. Safety
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Where does "friendship and family" fit into Maslow's "hierarchy"?
3. Love/belonging
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Where does "confidence, achievement, and respect fit into Maslow's "hierarchy"?
4. Esteem
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Where does "morality, creativity, and spontaneity" fit into Maslow's "hierarchy"?
5. Self-actualization
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Who sated that man has two basic needs? One to avoid pain, and one to achieve and experience psychological growth.
Frederick Herzberg
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Who is credited with the "Two-Factor Theory"?
Frederick Herzberg
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Motivators
the primary determinants of job satisfaction are intrinsic aspects of the job (example: achievement, recognition, the work itself, responsibility and advancement).
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Are motivators intrinsic or extrinsic?
intrinsic
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Hygienes
whereas the primary determinants of a job dissatisfaction are extrinsic factors
(example: company policy, supervision, salary, interpersonal relations with co-workers and working conditions).
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Are hygiene's intrinsic or extrinsic?
extrinsic
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Is company policy intrinsic or extrinsic?
extrinsic
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Is company policy a Motivator or a hygiene?
hygiene
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Is achievement intrinsic or extrinsic?
intrinsic
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Is achievement a motivator or a hygiene?
motivator
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Who stated that "job satisfaction and dissatisfaction are not opposites, but two separate dimensions"?
Frederick Herzberg
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Douglas McGregor's Theory X
Theaverage person inherently dislikes work and will avoid it if possible.
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Which theory holds that people must be coerced, controlled,
directed, and threatened to get them to perform?
Theory X
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Which theory states that people seek security and economic reward above all else?
Theory X
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Which theory holds that people lack creative ability?
Theory X
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Which theory holds that people are self-centered, they are not concerned with the companies goals?
Theory X
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Douglas McGregor's Theory Y
The expenditure of physical and mental effort in work is as natural as play.
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What theory holds that play is as natural as work?
Theory Y
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Which theory believes that employee commitment is a function of the rewards associated with achievement?
Theory Y
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What theory holds that people not only learn but seek responsibility?
Theory Y
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Which theory holds that creativity is problem solving are distributed widely in the population?
Theory Y
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