Funeral Service Management Exam I Study Guide

Card Set Information

Author:
studytaz
ID:
169881
Filename:
Funeral Service Management Exam I Study Guide
Updated:
2012-09-17 12:22:53
Tags:
Exam
Folders:

Description:
Funeral Service Management Exam I Study Guide
Show Answers:

Home > Flashcards > Print Preview

The flashcards below were created by user studytaz on FreezingBlue Flashcards. What would you like to do?


  1. Define Management
    The act of motivating people towards the achievement of a goal or goals.
  2. Define Funeral Home Management
    Achieving the goals of a funeral home through the use of people and resources.
  3. Define Funeral Service Management
    The administration of a funeral service enterprise, the activities of which encompass marketing, office, personnel,  facilities, and financial management.
  4. 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”
  5. Define planning
    that function of determining in advance what needs to be accomplished in order to achieve a particular goal.
  6. 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.
  7. 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).
  8. 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.
  9. 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
  10. 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
  11. Would meeting expenses be a primary or secondary objective?
    Secondary
  12. Would providing danish at the at-need conference be part of the primary or secondary objective?
    Primary
  13. Would adding new carpet to the arrangement rooms be a primary or secondary objective?
    Secondary
  14. Would adding a new car to the fleet be a primary or secondary objective?
    Secondary
  15. Would meeting the family after hours be considered part of the primary or secondary objective?
    Primary
  16. There are four functions of management
    • 1. Planning
    • 2. Organization
    • 3. Directing (Actuating)
    • 4. Evaluating or Controlling
  17. 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
  18. 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
  19. The phrase "to serve families in their time of need" would describe which component of a mission statement?
    1. Reason the organization exist
  20. The phrase "providing traditional and contempory services" would describe which component of a mission statement?
    2. Products and services offered
  21. The phrase " se habla espanol" might describe what component of a mission statement?
    3. Clientele served.
  22. The phrase "serving East Texas since 1908" might describe what component of a mission statement?
    4. Nature and geographic marketing territory of the business
  23. 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
  24. Which is more motivational, goals or objectives?
    Goals
  25. Which term deals with broad topics without reference to time?
    Goals
  26. Which term deals with specific implication?
    Objectives
  27. Which term deals with providing a measurable basis?
    Objectives
  28. Your boss has asked you to help get 24 more cases this year. Is this a goal or objective?
    Objective
  29. Your boss has asked you to help increase case volume. Is this a goal or objective?
    Goal
  30. 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.
  31. You are developing goals for your business. Which function of management are you performing?
    1. Planning
  32. 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
  33. Goals fall under which function of management?
    1. Planning
  34. You have made a decision to increase your case volume by 20 families this year. What function of management are you performing?
    1. Planning
  35. You have made a decision to increase your case volume by 20 families this year. What is this called?
    Setting Objectives
  36. You have grouped work into logical patterns. What function of management are you performing?
    Orginization
  37. Directing
    (Actuating)
    regulating the activities or course of activities of an organization; to guide and/or supervise the activities of an organization.
  38. Evaluating
    Controlling
    A management function which compares organizational and individual performance with predetermined standards or expected results.
  39. “caveat venditor”
    let the seller beware
  40. Motivation
    Energizing, channeling and sustaining people’s behavior.
  41. Herzberg’s Motivators
    the primary determinants of job satisfaction are intrinsic aspects of the job (example: achievement, recognition, the work itself, responsibility and advancement).
  42. 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).
  43. Is funeral service management more product or service oriented?
    Service
  44. Abraham Maslow: “The Hierarchy of Needs”
    • 1. Physiological
    •     breathing
    •     food
    •    water
    •    sex
    •    sleep
    •    homeostasis
    •    excretion
  45. Abraham Maslow: “The Hierarchy of Needs”
    • 2. Safety
    •     security of:
    •       body
    •       employment
    •       resources
    •       morality
    •       the family
    •       health
    •       property
  46. Abraham Maslow: “The Hierarchy of Needs”
    • 3. Love/Belonging
    •     friendship
    •     family
    •     sexual intimacy
  47. Abraham Maslow: “The Hierarchy of Needs”
    • 4. Esteem
    •      self-esteem
    •      confidence
    •      achievement
    •      respect of others
    •      respect by others
  48. Abraham Maslow: “The Hierarchy of Needs”
    • 5. Self-actualization
    •      morality
    •      creativity
    •      spontaneity
    •      problem solving
    •      lack of prejudice
    •     acceptance of facts
  49. 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
  50. Where does "friendship and family" fit into Maslow's "hierarchy"?
    3. Love/belonging
  51. Where does "confidence, achievement, and respect fit into Maslow's "hierarchy"?
    4. Esteem
  52. Where does "morality, creativity, and spontaneity" fit into Maslow's "hierarchy"?
    5. Self-actualization
  53. Who sated that man has two basic needs? One to avoid pain, and one to achieve and experience psychological growth.
    Frederick Herzberg
  54. Who is credited with the "Two-Factor Theory"?
    Frederick Herzberg
  55. Motivators
    the primary determinants of job satisfaction are intrinsic aspects of the job (example: achievement, recognition, the work itself, responsibility and advancement).
  56. Are motivators intrinsic or extrinsic?
    intrinsic
  57. 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).
  58. Are hygiene's intrinsic or extrinsic?
    extrinsic
  59. Is company policy intrinsic or extrinsic?
    extrinsic
  60. Is company policy a Motivator or a hygiene?
    hygiene
  61. Is achievement intrinsic or extrinsic?
    intrinsic
  62. Is achievement a motivator or a hygiene?
    motivator
  63. Who stated that "job satisfaction and dissatisfaction are not opposites, but two separate dimensions"?
    Frederick Herzberg
  64. Douglas McGregor's Theory  X 
    Theaverage person inherently dislikes work and will avoid it if possible.
  65. Which theory holds that people must be coerced, controlled,
    directed, and threatened to get them to perform?
    Theory  X
  66. Which theory states that people seek security and economic reward above all else?
    Theory  X
  67. Which theory holds that people lack creative ability?
    Theory  X
  68. Which theory holds that people are self-centered, they are not concerned with the companies goals?
    Theory  X 
  69. Douglas McGregor's Theory  Y
    The expenditure of physical and mental effort in work is as natural as play.
  70. What theory holds that play is as natural as work?
    Theory Y
  71. Which theory believes that employee commitment is a function of the rewards associated with achievement?
    Theory  Y
  72. What theory holds that people not only learn but seek responsibility?
    Theory Y
  73. Which theory holds that creativity is problem solving are distributed widely in the population?
    Theory Y

What would you like to do?

Home > Flashcards > Print Preview