Funeral Service Management

Question 1

actuating (directing, leading)

Answer 1

the process of guiding and/or supervising the activities of an organization to achieve plans and objectives

Question 2

advertising

Answer 2

the art of making the public aware of the services or commodities that a business has for sale

Question 3

aftercare (post funeral follow-up)

Answer 3

services provided by a funeral service organization that occur after final disposition; those appropriate and helpful acts of counseling, personal, and/or written contact that come after the funeral

Question 4

business plan

Answer 4

a summary of how a business owner, manager, or entrepreneur intends to organize the business endeavor and implement activities necessary for the venture to succeed

Question 5

caveat emptor

Answer 5

Latin for “let the buyer beware.”
Buyer’s risk: the commercial principle that the buyer is responsible for making sure that goods bought are of a reasonable quality, unless the seller is offering a guarantee of their quality

Question 6

caveat venditor

Answer 6

Latin for “let the seller beware.”
The commercial principle that the seller is responsible for the product and discourages selling goods of unreasonable quality

Question 7

controlling (evaluating)

Answer 7

the process of measuring organizational and individual performance with predetermined standards or expected results

Question 8

disaster

Answer 8

a sudden misfortune, resulting in the loss of life and/or property

Question 9

emergency

Answer 9

an unforeseen combination of circumstances that result in a need for immediate action

Question 10

ergonomics

Answer 10

study of workplace design; the study of how a workplace and the equipment used therein can best be designed for comfort, efficiency, safety, and productivity

Question 11

facilities management

Answer 11

the monitoring and maintaining of the funeral home physical plant, workspace and funeral equipment

Question 12

financial management

Answer 12

the utilization and monitoring of assets, revenue, expenditures, and capital

Question 13

funeral service management

Answer 13

the administration of a funeral service enterprise, the activities of which encompass marketing, office, human resources, facilities, and financial management

Question 14

goals

Answer 14

broad statements about what an organization wants to achieve; developed in the strategic planning process; they form the basic plan or direction toward which decisions and activities are focused. (Goals are motivational in nature and are usually stated in broad, general terms without reference to a time period.)

Question 15

human relations

Answer 15

motivating people in organizations to develop teamwork, which effectively fulfills their needs and achieves organizational objectives

Question 16

human resource management (personnel management)

Answer 16

the process of acquiring, training, developing, motivating, and appraising a sufficient quantity of qualified employees to perform necessary activities; developing activities and an organizational climate conducive to maximum efficiency and worker satisfaction.

Question 17

leadership

Answer 17

the process of inspiring others to work hard to accomplish important tasks

Question 18

marketing management

Answer 18

the process of planning and executing the development, pricing, promotion, and distribution of an organization’s goods and/or services

Question 19

motivating

Answer 19

the process of energizing, channeling and sustaining people’s behavior

Question 20

objectives

Answer 20

specific statement of ends, the achievement of which are to be completed within a specific time period.
(Objectives are used in the management control process, and provide a quantitative and time framework to the organization’s goals. Objectives are intended to be accompanied by a specific date and are stated in terms, preferably in such a way that there is some measurable basis for determining the extent to which they have been achieved.)

Question 21

office management

Answer 21

the administration and supervision of office duties, functions, and equipment

Question 22

organizing

Answer 22

the process of assigning tasks, allocating resources, and coordinating the activities of individuals and groups to implement plans

Question 23

planning

Answer 23

the process of setting performance objectives and determining what actions should be taken to accomplish them

Question 24

standards of care

Answer 24

specific procedures to be followed to ensure that all essential details are addressed in the manner that the reasonably prudent funeral director would follow under the same or similar circumstances

Question 25

third party merchandise sales

Answer 25

in the funeral service context, sales of funeral merchandise to consumers by sellers other than a funeral home

Question 26

total quality management (TQM)

Answer 26

the efforts of all members of an organization directed to ensure that quality in the production of goods and services is achieved