Management - Glossary

Question 1

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

Answer 1

actuating / directing / leading

Question 2

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

Answer 2

advertising

Question 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

Answer 3

aftercare / post funeral follow-up

Question 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

Answer 4

business plan

Question 5

Latin for “let the buyer beware”; 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

Answer 5

caveat emptor

Question 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

Answer 6

caveat venditor

Question 7

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

Answer 7

controlling / evaluating

Question 8

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

Answer 8

ergonomics

Question 9

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

Answer 9

facilities management

Question 10

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

Answer 10

financial management

Question 11

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

Answer 11

funeral service management

Question 12

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

Answer 12

goals

Question 13

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

Answer 13

human relations

Question 14

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

Answer 14

human resource management / personnel management

Question 15

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

Answer 15

leadership

Question 16

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

Answer 16

marketing management

Question 17

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

Answer 17

motivating

Question 18

specific statement of ends, the achievement of which are to be completed within a specific time period; used in the management control process, and provide a quantitative and time framework to the organization’s goals; intended to be accomplished 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

Answer 18

objectives

Question 19

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

Answer 19

office management

Question 20

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

Answer 20

organizing

Question 21

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

Answer 21

planning

Question 22

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

Answer 22

standards of care

Question 23

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

Answer 23

third party merchandise sales

Question 24

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

Answer 24

total quality management (TQM)