FS Management Exam 3

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FS Management Exam 3
2012-09-30 16:55:07

FS Management Exam 3
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  1. What are the 8 Accidental disasters we discussed?
    • Air Crash
    • Chemical
    • Fire
    • Train Crash
    • Boat Crash
    • Car Crash
    • Drowning
    • Product Re-Call
  2. What are the 8 Man-made disasters we discussed?
    • Homicide
    • Suicide
    • Chemical Dumping
    • Product Tampering
    • Arson
    • Cults Terrorism
    • Kidnapping
    • Industrial Sabotage
  3. What are the 8 Natural disasters we discussed?
    • Floods
    • Earthquakes
    • Hurricanes
    • Tornadoes
    • Volcanic Eruption
    • Famine
    • Drought
    • Fire
  4. Who are the 4 types of victims?
    *The next of kin, who have suffered the loss of a loved one, and whose lives will never be the same.

    *They can be those who have lost their homes, with all the memories and mementos that no insurance policy can ever replace.

    *Those who mourn the loss of a pet(Child’s playmate; Elderly companion)

    *Emergency response teams (including funeral service professionals) who are overwhelmed by the sights, sounds and the smells of the scene and emotion.
  5. What are the 10 Major Concerns?
    • •  Rescue of the living
    • •  Care/medical attention for survivors
    • •  Removal of those not involved
    • •  Protection of disaster area
    • •  Marking the location of fatalities
    • •  Removal of the dead
    • •  Identification of remains and certification of death
    • •  Notification of next of kin
    • •  Final disposition
    • •  Psychosocial and spiritual needs of bereaved
  6. Who are the Responders?
    • •  Medical
    • •  Police
    • •  Fire
    • •  National Guard
    • •  Volunteers
    • •  Clergy
    • •  Counselors
    • •  Scientific experts Government representatives
    • •  Funeral directors
  7. Participating in funeral rituals is the __________________.
    Participating in funeral rituals is the beginning of the grief recovery process for bereaved survivors.
  8. What are the Specialized Disaster Activities?
    • Communication among responders and with the public
    • Identification of injured and dead
    • Notification of next of kin
    • Distribution of care, supplies, materials
    • Consolation of sick, injured, families, and survivors
  9. What does DMORT stand for?
    Disaster Mortuary Operational Response Team
  10. How many Regions are there?
    Federal Emergency Management Agency’s (FEMA) ten districts
  11. What region is Texas, New Mexico, Oklahoma, Arkansas, and Louisiana in?
  12. How many Primary responders are there in a DMORT Team?
    Each regional D-MORT team is comprised of twenty-five primary responders.
  13. How many members are in a DMORT team base?
    team base of one hundred members
  14. Know the "profession" of those involved in a DMORT team.
    • Medical examiners
    • Coroners
    • Pathologist
    • Anthropologist
    • Medical records and fingerprint experts
    • Forensic Odontologist
    • Dental assistants
    • X-ray technicians
    • Funeral directors
    • Mental health consultants for the team members
    • Security officers (police)
    • Administrative assistants
    • Supply specialists
    • Computer analysts
  15. Where is the Mobile Mortuary container depot located?
    Rockville, Maryland
  16. How many work stations are involved in a DMORT processing facility?
    fifty designated work stations
  17. How quickly can a DMORT facility be set up?
    Units have been set up in 7 to 14 hours.
  18. What kind of support do DMORT professionals need?
    receive emotional intervention from trained mental health professionals.
  19. What are the 5 reasons for attrition in funeral service?
    • 1.Poor treatment of employees
    • 2.Lack of compensation and benefits
    • 3.Constant demands on the profession by the public and management.
    • 4.Long hours
    • 5.Psychological demands
  20. How many years do average mortuary science graduates work in the field?
    Five years after mortuary science graduates obtain their state licenses, only 50% are still working in the field, and only 25% of licensees follow their career to retirement.
  21. What is the percentage of those who graduate who stay in the profession?
    Five years after mortuary science graduates obtain their state licenses, only 50% are still working in the field, and only 25% of licensees follow their career to retirement.
  22. According to Ogrodnik, why do employees leave?
    • ˜i.  Boredom
    • ˜ii.  No participation in company decision making
    • ˜iii.  Lack of authority to make a decision
    • ˜iv.  Role ambiguity
    • ˜v.  Lack of advancement opportunity
    • ˜vi.  Lack of recognition by management
    • ˜vii.  Lack of reward for superior performance
    • ˜viii.  Conflicts with peers or management
  23. What are the top 4 items important to an employee?
    • oBenefits
    • oCompensation
    • oSafe work environment
    • oJob Security
  24. Acording to Bigelow, what should a Federal Service Provider expect their salary to begin?
    Bigelow – A new employee (Funeral Service Provider) should expect the same salary as that of a starting teacher in the community
  25. According to Bigelow, what is the average workweek for funeral service providers?
    ˜Bigelow asserts that the average workweek for funeral service providers is 50 hours.
  26. What are the four items we discussed regarding "impressing your boss"?
    • ˜1.  Arrive on time
    • ˜2.  Dress in required manner
    • ˜3.  Make boss look good
    • ˜4.  Focus on customer service – Above and beyond
    • ˜5.  Understand what the boss is focusing on
    • ˜6.  Demonstrate loyalty and commitment
    • ˜7.  Don’t brag
    • ˜8.  Recognition is a by-product of doing more not self-promotion
  27. Title VII of the Civil rights Act of 1964 as amended in 1972 and again in 1978
    Primary Prohibitions:  outlaws discrimination in employment based on race, color, religion, sex, pregnancy, or national origin.

    Jurisdiction:  employers with 15 or more employees; unions with 15 or more members; employment agencies; union hiring halls; institutions or higher education; federal, state, and local governments.
  28. Age Discrimination in Employment of  1967
    Primary prohibitions: outlaws discrimination in employment against those who are over 40 years old.

    Jurisdiction: employers with 20 or more employees; unions with 25 or more members; employment agencies; federal, state, and local governments.
  29. Equal Pay Act of 1963
    Primary prohibitions: outlaws discrimination in pay based on the sex of the worker

    Jurisdiction: employers engaged in interstate commerce and most employees of federal, state and local governments.
  30. Rehabilitation Act of 1973
    Primary prohibitions: outlaws discrimination in employment based on handicaps of workers who, with reasonable employer accommodation, could do the job.

    Jurisdiction: Section 503 covers federal Government contractors with contracts of $2,500 or more.
  31. Vietnam Era Veterans Readjustment Act of 1974
    Primary prohibitions: outlaws discrimination in employment against Vietnam era veterans.

    Jurisdiction: covers Federal Government Contractor with contracts of $10,000 or more
  32. Americans with Disabilities Act of 1990
    Primary prohibitions: prohibits discrimination against any qualified individual with a disability

    Jurisdiction: covers firms with 20 or more employees for the first tow (2) years after the law is in effect; after that, firms with 15 or more employees will be covered.
  33. Fair Labor Standard Act (Wage and Hour Law)
    Primary prohibitions: Outlaws discriminatory practices in pay; requires employers to pay a minimum wage to employees and to pay a minimum of one and one-half of the regular wage rate for any hours beyond 40 worked in a week; amended by the Equal Pay Act (1963).

    Jurisdiction: All businesses are covered under federal and/or state legislation.  Determination or rate (yearly, monthly, weekly, hourly).
  34. Immigration Reform act of  1987
    Primary prohibitions: outlaws non-documented persons from employment in the United States.

    Jurisdiction: covers all employers.
  35. When does the hiring process begin?
    By creating an accurate job description.
  36. What do Job descriptions help avoid?
    Job descriptions help avoid any misunderstandings between new employees and employers as to what is expected. The written description should give a job title, the supervisory person, qualifications. Specific details about the position.
  37. What is the foundation of a good employee-employer relationship?
    Job Description: A document that list the major responsibilities and task of a job.
  38. What are the six ways of recruiting?
    • 1.  Newspaper ads in the help wanted section ofthe local newspaper
    • 2.  Funeral service colleges/programs
    • 3.  Add in professional publications
    • 4.  State and private employment agencies
    • 5.  Contact colleagues
    • 6.  Ask supplier representatives
  39. What should the employment application contain?
    Required:  Name, Address, phone   number, Social Security Number, and employment history. Should only contain information that will assist in applicant’s qualifications.
  40. Know the difference between Formal and Informal styles of interviewing.
    Formal/Structured - Pre-determined set of questions

    Informal/Unstructured - Questions developed through the interview process
  41. What type of atmosphere should be maintained?
    Calm and non-threatening - Applicants who feel threatened will say "what they think you want to hear"
  42. What type of questions should be avoided?
    Regarding age, race, religion, ancestry, sex, national origin, sexual orientation, family situation.

    Which can be answered "yes" and "no"
  43. Know the difference between subjective and objective references.
    Subjective references (Ministers, friends and relatives.

    Objective references (supervisors, work associates, and customers).
  44. How many interviews are recommened?
    ˜Recommend three interviews under three situations with three different interviewers.
  45. What is the purpose of an orientation program?
    ˜Recommend three interviews under three situations with three different interviewers.
  46. According to Brown (2002), what are the benefits of a good orientation program?
    “A well thought-out orientation process takes energy, time, and commitment. However, it usually pays off for the individual employee and the funeral service business.”
  47. What are the 5 benefits of a good orientation program?
    ˜Reduce Startup cost:  Helps new hires get “up to speed” and reduces the cost of learning on the job.

    ˜Reduce Anxiety:  Anxiety impedes ability to learn on the job.  Proper orientation will reduce anxiety.

    ˜Reduce turnover: Increases when employees feel they are not valued or are put in position where they cannot perform.

    ˜Save employees’ time:  The better the orientation, the less time necessary to assist the new hire during the initial learning curve.

    ˜Develop realistic job expectations, positive attitudes and job satisfaction:  Funeral Service values and attitudes are learned along the way.  Safety nets must be provide so mistakes are limited.
  48. ˜Brown – Three main reasons that orientation fails
    • ˜1.  No planning
    • ˜2.  No true explanation of job requirements
    • 3.  Employee did not feel welcome
  49. What is the normal time frame for an evaluation period?
    A legal document explaining that the orientation/evaluation period consist of a 90 day period to determine job performance. “It is legally acceptable for you to terminate within the first 90 days as long as an “orientation/evaluation period” was designated.”
  50. What should a disciplinary form contain?
    • 1. Policy that was violated
    • 2. Detail of violation, witnesses, location, date, and time.
    • ˜3. Include the phrase in writing “a continuation of   this violation will result in…”
    • ˜4. Corrective action the employee should take to prevent the reoccurrence.
    • ˜5. Employee Comment section:
    • 6. Signature line for both employee and supervisor and date.
  51. What are the guidlines for resigning?
    • i.  Do it according to policy
    • ˜ii.  Don’t tell individuals before you tell the   supervisor.
    • ˜iii.  Place it in writing and arrange a meeting if   possible.
    • iv.  Finish your task before you leave
  52. How much resources are utilized in personnel cost?
    between 18 to 26%
  53. Frederick Herzberg: “Two-Factor Theory”
    This theory proposes that man has two different sets of needs. One set is man’s desire to avoid pain and satisfy basic needs; the higher set relates to a unique human characteristic of being able to achieve and experience psychological growth. This includes the need to accomplish a difficult task, obtain prestige, and receive recognition.
  54. Abraham Maslow: “The Hierarchy of Needs”
    • Self-actualization
    • Esteem
    • Love/belonging
    • Safety
    • Physiological
  55. Douglas McGregor: “Theory X and Theory Y”
    • Theory  X  : The average person inherently dislikes work
    • and will avoid it if possible.

    Theory Y : The expenditure of physical and mental effort in work is as natural as play.
  56. Management Defined
    The act of motivating people towards the achievement of a goal or goals.
  57. Funeral Home Management Defined
    Achieving the goals of a funeral home through the use of people and resources.
  58. Funeral Service Management
  59. The administration of a funeral service enterprise, the activities of which encompass marketing, office, personnel,  facilities, and financial management.
  60. ˜What is the primary objective of funeral service?
    To meet the needs of those grieving families that select the funeral home to serve them.

    Fulfilling the needs of the client families and the community resulting from death
  61. ˜What is the secondary objective of a funeral service enterprise?
    • ˜Ensuring funds are available for:
    •      Meeting expenses
    •      Providing a reasonable return on investment
    •      Capital improvements
  62. Funeral Service Manager Defined:  (Dannible)
    “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”
  63. Planning Defined
    that function of determining in advance what needs to be accomplished in order to achieve a particular goal.
  64. Mission’s Statement Defined
    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.
  65. Contents of a Mission Statement
    • 1. Reason the organization exists,
    • 2. Products and services offered
    • 3. Clientele served.
    • 4. Nature and geographic marketing territory of the business
    • 5. Areas of specialization
  66. Goals defined:
    broad statements about what an organization wants to achieve.
  67. Objectives defined
    ˜specific statements of ends, the achievement of which are contemplated within a specific period of time.
  68. Human Resource Management (Personnel Management)
    the process of acquiring, training, developing, motivation, and appraising a sufficient quantity of qualified employees to perform necessary activities; and developing activities and an organizational climate conducive to maximum efficiency and worker satisfaction.
  69. ˜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.
  70. ˜Directing (Actuating):
    regulating the activities or course of activities of an organization; to guide and/or supervise the activities of an organization.
  71. ˜Evaluating or Controlling
    A management function which compares organizational and individual performance with predetermined standards or expected results.
  72. “caveat venditor”
    let the seller beware
  73. Motivation
    Energizing, channeling and sustaining people’s behavior.
  74. Motivators
    the primary determinants of job satisfaction are intrinsic aspects of the job (example: achievement, recognition, the work itself, responsibility and advancement).
  75. 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).
  76. Job Description
    A document that list the major responsibilities and task of a job.
  77. Job Analysis
    The process of determining the critical components of a job for the purpose of selecting, training, and rewarding personnel.
  78. Bona Fide Occupational Qualification (BFOQ)
    A qualification that is absolutely necessary for the job.  It is an allowed and approved reason for discrimination.  Approvals are to be sought and granted on a case-by-case basis (ABFS)
  79. COLA
    Cost of Living Allowance
  80. Dannible’s Four Functions of Management
    • Planning
    • Organizing
    • Directing/Actuating
    • Evaluating/Controlling