FSM Qtr Final

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FSM Qtr Final
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2012-11-05 12:49:47
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FSM Qtr Final
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  1. Management
    The act of motivating people towards the achievement of a goal or goals.
  2. Funeral Home Management
    Achieving the goals of a funeral home through the use of people and resources.
  3. Primary Objective
    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
  4. Secondary Objective
    ˜Ensuring funds are available for:

    • Meeting expenses
    • Providing a reasonable return on investment
    • Capital improvements
  5. 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”
  6. Planning
    that function of determining in advance what needs to be accomplished in order to achieve a particular goal.
  7. Goals
    obroad statements about what an organization wants to achieve.
  8. Objectives
    ˜specific statements of ends, the achievement of which are contemplated within a specific period of time.
  9. ˜Organization
    (Organizing)
    the way in which work is arranged and distributed among members of the firm.

    ˜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.
  10. Directing /
    Actuating
    regulating the activities or course of activities of an organization; to guide and/or supervise the activities of an organization.
  11. Evaluating /
    Controlling
    ˜A management function which compares organizational and individual performance with predetermined standards or expected results.
  12. Motivation
    Energizing, channeling and sustaining people’s behavior.
  13. 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).
  14. Motivators
    the primary determinants of job satisfaction are intrinsic aspects of the job (example: achievement, recognition, the work itself, responsibility and advancement).
  15. 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.
  16. Herzberg’s Motivators
    • the primary determinants of job satisfaction are intrinsic aspects of the job (example: achievement, recognition, the work itself,
    • responsibility and advancement).
  17. 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).
  18. Abraham Maslow: “The Hierarchy of Needs”
    • 1. Physiological
    •     breathing
    •     food
    •    water
    •    sex
    •    sleep
    •    homeostasis
    •    excretion
  19. Abraham Maslow: “The Hierarchy of Needs”
    • 2. Safety
    •     security of:
    •       body
    •       employment
    •       resources
    •       morality
    •       the family
    •       health
    •       property
  20. Abraham Maslow: “The Hierarchy of Needs”
    • 3. Love/Belonging
    •     friendship
    •     family
    •     sexual intimacy
  21. Abraham Maslow: “The Hierarchy of Needs”
    • 4. Esteem
    •      self-esteem
    •      confidence
    •      achievement
    •      respect of others
    •      respect by others
  22. Abraham Maslow: “The Hierarchy of Needs”
    • 5. Self-actualization
    •      morality
    •      creativity
    •      spontaneity
    •      problem solving
    •      lack of prejudice
    •     acceptance of facts
  23. 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.
  24. 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.
  25. Job Description
    A document that list the major responsibilities and task of a job.
  26. Job Analysis
    The process of determining the critical components of a job for the purpose of selecting, training, and rewarding personnel.
  27. Title VII of the Civil rights Act of 1964 as amended in 1972 and again in 1978
    outlaws discrimination in employment based on race, color, religion, sex, pregnancy, or national origin.
  28. Age Discrimination in Employment of  1967:
    outlaws discrimination in employment against those who are over 40 years old.
  29. Equal Pay Act of 1963
    outlaws discrimination in pay based on the sex of the worker
  30. Rehabilitation Act of 1973
    outlaws discrimination in employment based on handicaps of workers who, with reasonable employer accommodation, could do the job.
  31. Vietnam Era Veterans Readjustment Act of 1974
    outlaws discrimination in employment against Vietnam era veterans.
  32. Americans with Disabilities Act of 1990
    prohibits discrimination against any qualified individual with a disability
  33. Fair Labor Standard Act (Wage and Hour Law)
    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).
  34. Immigration Reform act of  1987
    outlaws non-documented persons from employment in the United States.
  35. BFOQ
    Bona Fide Occupational Qualification
    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)
  36. COLA
    Cost of Living Adjustment
    • Should be considered routine and based on satisfactory performance.  Salary is the single most visible ingredient
    • impacting the employee’s value and appreciation.
  37. reconstituted family
    • —This is a combination of brothers and sisters, stepbrothers and stepsisters, and natural parents and stepparents. 
    • Children can have one or more stepparents along with natural parents.
  38. Blended families
    —The bringing together of interracial, intercultural, and inter-religious unions will increase in the years ahead.
  39. Chosen families
    —those in which single people, siblings, friends, or lovers choose to live together.  This change came about because of the increase in single people and will continue to grow.
  40. Brain Death
    There is no blood flow or oxygen being delivered to the brain.  When this occurs the brain cells die within minutes.  This cell death is permanent and therefore is not reversible.
  41. cardiac death
    the patient’s heart stops and his/her organs are without oxygen and lose their ability to function.
  42. Funeral Provider
    Any person, partnership or corporation that sells or offers to sell funeral goods and funeral services to the public.
  43. Crematory
    Any person, partnership or corporation that performs cremation and sells funeral goods.
  44. Person
    Any individual, partnership, corporation, association, government or governmental subdivision or agency, or other entity.
  45. Telephone price disclosure
    funeral provider must provide  consumers who call accurate information from the price list and answer the questions about offering and prices with readily available information
  46. (CPL)
    Casket Price List
    printed or typewritten list of the casket and alternative containers normally offered for sale by the funeral provider which do not require special ordering.  CPL must include retail price and enough descriptive information to enable consumers to identify the merchandise.
  47. OBCPL
    Outer Burial Container Price List
    printed or typewritten list of outer burial containers normally offered for sale by the funeral provider which do not require special ordering.  OBC PL must include retail price and enough descriptive information to enable consumers to identify the merchandise.
  48. GPL
    General Price List
    ¨printed or typewritten list of goods and services offered for sale by a funeral provider with retail prices.  GPL is considered the keystone of the Funeral Rule.
  49. Statement of Funeral Goods and Services Selected
    itemized written statement provided for retention to each person who arranges a funeral or other disposition.  It must include the goods and services selected and prices paid for each, itemization of cash advance items and the total cost.
  50. Itemization pricing
    method of price quotation by which each unit of service and/or merchandise is priced separately.
  51. Package pricing
    use of a single dollar amount to identify the charge for a group or bundle of goods and /or services.
  52. OBC
    Outer burial container
    any container which is designed for placement in the grave around the casket including , but not limited to, container commonly known as burial vaults, grave boxes, and grave liners.
  53. Funeral goods
    goods which are sold or offered for sale directly to the public for use in connection with funeral services
  54. Funeral services
    • any services which may be used to:
    • 1) care for and prepare deceased human bodies for burial, cremation or other final disposition;
    • 2) arrange, supervise or conduct the funeral ceremony or the final disposition of deceased human bodies
  55. Non-Declinable service fee
    basic service is the only fee which the consumer cannot decline (unless state or local law requires otherwise).  Funeral Provider should recover expenses for services, facilities or unallocated overhead in this charge.
  56. Trying arrangements
    exist when a seller requires the purchase of unwanted items/services in order to obtain the desired item/service.
  57. casket handling fees
    charge, fee or surcharge applied to consumers who purchase their casket elsewhere from a source other than the price list/funeral provider.
  58. third party merchandise
    Funeral goods consumers purchase from a source other than the price list/funeral provider.
  59. Mandatory disclosures
    statement required by the Rule which cannot be modified or edited and must appear in a clear and conspicuous manner.
  60. memorial service
    ceremony commemorating the deceased without the body present.
  61. graveside service
    ceremony commemorating the deceased at place of final disposition.
  62. Direct cremation
    disposition of human remains by cremation, without formal viewing, visitation, or ceremony with the body present.
  63. Immediate Burial
    ndisposition of human remains by burial, without formal viewing, visitation, or ceremony with the body present, except for a graveside service.
  64. Triggering Event
    occurrence of situation that requires certain action i.e. the triggering event for giving out the GPL is face-to face meeting.
  65. Exigent circumstances
    situation requiring immediate action or urgency; FTC recognizes that funeral provider might embalm without permission.
  66. žthree basic exposure levels of formaldehyde
    ž1.  Level 1 – Permissible Exposure Limit (PEL) -- is the 8-hour Time Weighted Average (“TWA”) of .75 parts per million (“ppm”).

    ž2.  Level 2 - is the 15-minute Short term Exposure Level (“STEL”) of 2 ppm.

    ž3.  Level 3 – Action Level (AL) – if the 8-hour TWA is .5 ppm, the employer has exceeded the Action Level and is required to take certain remedial steps
  67. Recordkeeping
    • ža.  Monitoring results:
    • KEEP FOR 30 YEARS

    • žb.  Training Records:
    • KEEP FOR 3 YEARS

    • žc.  Medical surveillance records:
    • KEEP FOR 30 YEARS

    • žd.  Respirator fit testing:
    • UPDATE YEARLY
  68. Categories of Risk by Exposure
    • Category I  (HIGH RISK)
    • -- Embalmers
    • -- Removal/first call personnel

    • Category II (MODERATE RISK)
    • -- Funeral Directors
    • -- Housekeeping personnel
    • -- Hairstylist/cosmetologist

    • Category III (MINIMAL RISK)
    • -- Administrative Staff
    • -- Clerical Support

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