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Flashcards in Exam 2 Deck (49):
1

The administration of a funeral service enterprise, the activities of which encompass marketing, office, personnel, and financial management

Funeral Service Management

2

The achievement of economical, orderly, and adequate distribution of products and services

Marketing Management

3

Planning, organizing, actuating, and controlling of office work

Office Management

4

A field of management concerned with the obtaining and maintaining of a satisfactory and satisfied work force

Personnel Management

5

The efficient utilization of adequate regulation of all revenue, expenditures, and capital rights

Financial Management

6

The funeral director as a care taking professional involves _____ basic areas

Three

7

What are the 3 basic areas involved in the funeral director as a care taking professional

With clients, the families he serves
With the community public, the consumer at large
With professional associates, peers, both inter and intra professional

8

A distinct process consisting of planning, organizing, actuating, and controlling performed to accomplish established objectives

Management

9

What are the four functions of management?

Planning
Organizing
Actuating/Directing
Controlling/Evaluating

10

The methodology in thinking out acts and/or purposes prior to the actual implementation

Planning

11

How many parking spaces do you need per viewing room?

25

12

Broad statements about what an organization wants to achieve; broad general terms with not set time period

Goals

13

Specific statements of ends, the achievement of which is to be completed in a specific time period

Objectives

14

_____ of people die under hospice care

46%

15

To arrange or constitute in interdependent parts, each having a specific function or relation with respect to the whole

Organizing

16

To incite to action, to initiate a process

Actuating/Directing

17

To exercise restraint of or direction over

Controlling/Evaluating

18

To exercise restraint of or direction over

Controlling/Evaluating

19

The primary objective of funeral service management is

Fulfilling the needs of clients and the community public incurred by death

20

The secondary objective of funeral service management is

Insuring that funds are available for meeting expenses, for providing a reasonable return on investment and for capital improvements

21

The net value of an owner's financial interest in a business enterprise

Capital

22

A business firm that obtains income through the buying and selling of goods and services

Commercial Enterprise

23

Funeral service management deals with what kind of relationship?

Client-caregiver

24

Funeral service and management and practice support the contemporary management concept of __________

Caveat Venditor

25

Caveat Venditor means

Let the seller beware

26

Caveat Emptor means

Let the buyer beware

27

Funeral service management views the role of its practitioners with its consumers as more

Personal, advisory, and confidential

28

Due to the nature of funeral service practice, the responsibility of this is greater than that of other managerial persons

Educating the consumer

29

The responsibility of the funeral service manager often includes serving the ___________

Total community

30

The art of informing the public of the services or commodities offered for sale by a corporation, partnership, or individual

Advertising

31

To create consumer demand for an individual class or products and or services - that is the funeral itself or elements thereof

Selective Demand Advertising

32

To create consumer demand for an individual class or products and or services - that is the funeral itself or elements thereof

Selective Demand Advertising

33

Motivating people in organizations to develop teamwork that effectively fulfills their needs and achieves organizational objectives

Human Relations

34

Human relations is important for what?

Attaining objectives of the firm
Effective public relations through all funeral service personnel

35

The philosophy of the firm should include what?

Code of ethics
NFDA code of professional practice
Philosophy specific to the owner

36

The philosophy of the firm should include what?

Code of ethics
NFDA code of professional practice
Philosophy specific to the owner

37

List the priority of Maslow's hierarchy of needs

Physiological
Security
Belongingness and love
Esteem
Self Actualization

38

What is recommended to be included in the manual for personnel?

History of the firm
Tour of the facilities
Personnel Practices
Organization of the firm
Responsibilities of personnel
Professional responsibilities of the new employees

39

The classical theory of motivational behavior is?

Money is the most important motivator on the job

40

What are the physiological needs?

Air, water, food, sex

41

What are the security needs?

Safety, order, freedon from fear or threat

42

What are the belongingness and love (social) needs?

Need for love, affection, feelings of belonging and social contact

43

What are the esteem needs?

Self respect self esteem, achievement and respect from others

44

What are the self-actualization needs?

Need to grow, feel fulfilled, to realize one's potential

45

What are the implications of Maslow's hierarchy of needs?

Basic needs must be satisfied before incentives designed to provide employees with esteem

46

Who had theory x and y views of human?

McGregor

47

The average person dislikes work and will avoid it at all possible

Theory X

48

According to Theory X, because of the dislike of work, how would management get workers to perform efficiently?

Coersion, controlling, directing, and threatening with punishment

49

According to theory X, the average person lacks _____________

Ambition