Funeral Service Management

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Funeral Service Management

Introduction

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Dual Role of the FD 1) professional

2) business person

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5 key ingredients for a successful organization 1) management 2) manpower 3) materials 4) money 5) machinery

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Management “the art and science of motivating

people toward the achievement of a goal”

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FS Management “the administration of a funeral

service enterprise, the activities of which encompass marketingofficepersonnelfacilities& financial management”

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Schools of Thought 1) Whole Person (Man) Total

Funeral

2) Owner/Manager/Technician

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4 functions (pillars) of management1) planning: a) mission statement

b) goals & objectives

c) strategy2) organizing3) directing (actuating)4) evaluating (controlling)

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Planning Establishing a Mission Statement

Describes the purpose of the organization and includes what makes it different from other organizations.

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Planning (cont’d) Setting Goals and Objectives

Strategic planning: “the process of establishing an organization’s major goals and objectives and allocating the resources to achieve them” (Pride, Hughes, Kapoor 2005)

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Goal “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. They are motivational in nature and are usually stated in broad, general terms without reference to a time period”

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Objectives “specific statement of ends, the

achievement of which are contemplated 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”

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Formulating a Plan for Achieving Objectives and

Goals Plan: “outline of the actions by

which the organization intends to accomplish its goals and objectives” (Pride, Hughes, Kapoor 2005)

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Types of Plans Strategy: “an organization’s

broadest set of plans, developed as a guide for major policy setting and decision making”

Tactical: “a smaller-scale plan developed to implement a strategy”

(Pride, Hughes, Kapoor 2005)

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Types of Plans (cont’d) Operational: “a type of plan

designed to implement tactical plans”

Contingency: “a plan that outlines alternative courses of action that may be taken if an organization’s other plans are disrupted or become ineffective”

(Pride, Hughes, Kapoor 2005)

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Organizing “the grouping of resources and

activities to accomplish some end result in an efficient and effective manner” (Pride, Hughes, Kapoor 2005)

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Directing(Actuating/Leading &

Motivating) Leading: “the process of influencing

people to work toward a common goal” Motivating: “the process of providing

reasons for people to work in the best interests of an organization”

Directing: “the combined process of leading and motivating”

(Pride, Hughes, Kapoor 2005)

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Evaluating(Controlling)

“the process of evaluating and regulating ongoing activities to ensure that goals are achieved” (Pride, Hughes, Kapoor 2005)

3 steps: 1) set standards 2) measure performance 3) corrective action

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Basic Skills for Managers Technical

Human (people skills)

Conceptual (“the big picture”)

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First Level/Line Managers

Coordinates and supervises the activities of operating employees

Common titles: office manager, supervisor, foreman

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Middle Managers Implement the strategy developed

by top managers Common titles: division manager,

department head, plant manager, operations manager

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Top Managers Upper-level executive who guides

and controls the overall fortunes of an organization

Common titles: president, vice president, chief executive officer, chief operating officer

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Funeral Service Management

Primary Objective: fulfilling the needs of client-families and the community resulting from death

Secondary Objectives: meeting expenses; providing a reasonable return on investment; capital improvements

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Factors for FH Management 1) demand 2) economies of scale 3) price vs. non-price factors 4) advertising 5) education 6) role of the FD 7) vertical vs. horizontal integration 8) planning: non-durable & durable products; service