Exam 4 Flashcards
Which one of the following would NOT be considered a future trend in funeral service?
- more women in funeral service
- changes in traditional family unit
- a decrease in the cremation rate
- computerization
a decrease in the cremation rate
Theory X and Theory Y resulted from the motivational behavior studies of
Douglas McGregor
The obtaining and maintaining of adequate work space and funeral equipment is
facilities management
Employment practices, termination policies, staff development, staff development, staff communications, promotional and compensation are all related to which area of management?
human resources
Actuating is synonymous with
directing, evaluating
Which governmental agency regulates the funeral service industry in our business relations with client families?
FTC
The contemporary concept of funeral service management is
more service oriented than sales oriented
Customer relations is an important component of ____ management.
marketing
The two-factor theory is credited to which one of the following?
- Abraham Maslow
- Carl Jung
- Douglas McGregor
- Edward Deming
- Frederick Herzberg
Frederick Herzberg
Motivating people in organization to develop teamwork which fulfills their needs and achieves organizational objectives is the definition of
human relations
The obtaining and maintaining of a satisfactory and a satisfied work force is
personnel management
According to contemporary concepts of management as related to funeral service, which of the following is TRUE with respect to client families and the community?
- the role of the funeral service practitioner is more than personal
- professionalism is seldom associated with public relations
- funeral services should be available to all people, regardless of their social and/or economic circumstances
- “caveat emptor” is more important than “caveat venditor”
funeral services should be available to all people, regardless of their social and/or economic circumstances
The preparation and filing of the death certificate is usually the responsibility of the
funeral director
The five classifications of goals or a hierarchy of needs is the work of
Abraham Maslow
These workers are responsible, motivated and their reward comes from the job itself
Theory Y
The art and science of motivating people toward the achievement of a goal is the definition of
management
Whenever an employee needs to be reprimanded, it is very important to
do so only in private
Hiring practices include all of the following EXCEPT:
- Advertising a job opening without being discriminatory
- proper interviewing techniques and procedures
- providing new employee orientation and training
- avoid checking references given by a prospective employee
avoid checking references given by a prospective employee
Attention to detail is important in which of the following areas?
- facilities and vehicle maintenance
- preparation of remains
- planning and executing funeral arrangements
- all of these are important
all of these are important
A particular business that provides a service as opposed to a product is referred to as
service business
The planning, organizing, actuating and controlling of clerical paperwork would be an example of
office management
The largest single expense of operating a funeral home is
personnel
Responsibilities of the manager include:
- providing weak leadership
- communicating effectively
- managing change
- developing employee participation
3 and 4 are correct
managing change
developing employee participation
This asserts that all members of an organization should direct their efforts toward the best possible production of goods and services
total quality management
