funeral service management fmc

transfer of remains

( also referred to as removal) one of the 16 specified items required on the GPL; defined as the moving of the dead human body from the place of death to the funeral home or other designated place.

person

Any individual, partnership, corporation, association, government or governmental subdivision or agency or other entity

memorial service

a ceremony commemorating the deceased without the body present

immediate burial

a disposition of human remains by burial without formal viewing, visitation or ceremony with the body present, except for a graveside service.

direct cremation

a disposition of human remains by cremation without formal viewing, visitation or ceremony with the body present.

funeral ceremony

a service commemorating the deceased with the body present

disaster

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

business plan

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.

federal trade commission (FTC)

agency of federal government created in 1914 to promote free and fair competition by prevention of trade restraints, price fixing, false advertising and other unfair methods of competition.

alternative container

Unfinished wood box or other non-metal receptacle or enclosure, without ornamentation or a fixed interior lining, which is designed for the encasement of human remains and which is made of fiberboard, pressed-wood, composition materials (with or without an outside covering) or like materials

package pricing

Use of a single dollar amount to identify the charge for a group or bundle of goods and/or services.

emergency

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

outer burial container

any container which is designed for placement in the grave around the casket including, but not limited to, containers commonly known as burial vaults, grave boxes, and grave liners.

funeral provider

any person, partnership or corporation that sells or offers to sell funeral goods and funeral services to the public

funeral services

any services which may be used to: (1) care for and prepare deceased human bodies for burial, cremation or other final disposition; and (2) arrange, supervise or conduct the funeral ceremony or the final disposition of deceased human bodies.

goals

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

graveside service

ceremony commemorating the deceased at place of final disposition

effective date

date that the specific price list was put into use

tying arrangements

exist when a seller requires the purchase of unwanted items/services in order to obtain the desired item/service

third party merchandise

funeral goods consumers purchase from a source other than the price list/funeral provider

funeral goods

goods which are sold or offered for sale directly to the public for use in connection with funeral services

Statement of Funeral Goods and Services Selected

itemized written statement provided for retention to each person who arranges a funeral or other disposition. It must include the goods and services selected and prices paid for each, itemization of cash advance items and the total cost

caveat emptor

let the buyer beware

caveat venditor

let the seller beware

free items

none of the 16 items required to be separately itemized on the GPL can be listed as free or no charge. Items not required by the rule can be listed as free.

triggering event

occurrence of situation that requires certain action i.e. the triggering event for giving out the GPL is face-to-face meeting.

forwarding of remains

one of the 16 items specified required on the GPL (if the funeral provider offers the service). This involves services of the funeral provider in the locale where death occurs and preparation for transfer to another funeral provider as selected by the family (consumer). Funeral Rule requires package pricing of this service with a description of the components included.

receiving remains

one of the 16 specified items required on the GPL (if the funeral provider offers the service). This involves services of the funeral provider after initial services have been provided by another firm at the locale of death. Funeral Rule requires package pricing of this service with a description of the components included.

General Price List (GPL)

printed or typewritten list of goods and services offered for sale by a funeral provider with retail prices. GPL is considered the keystone of the Funeral Rule.

Outer Burial Container Price List (OBC PL)

printed or typewritten list of outer burial containers normally offered for sale by the funeral provider which do not require special ordering. OBC PL must include retail price and enough descriptive information to enable consumers to identify the merchandise.

Casket Price List (CPL)

printed or typewritten list of the casket and alternative containers normally offered for sale by the funeral provider which do not require special ordering. CPL must include retail price and enough descriptive information to enable consumers to identify the merchandise

human resource management (personnel management)

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.

casket

rigid container which is designed for the encasement of human remains and which is usually constructed of wood, metal, fiberglass, plastic, or like material, and ornamented and lined with fabric.

third party merchandise

sales of funeral merchandise to consumers by sellers other than a funeral home

Aftercare (Post funeral follow-up)

services provided by a funeral service organization that occur after final disposition

standards of care

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.

objectives

specific statement of ends, the achievement of which are to be completed within a specific time period

financial management

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

office management

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

advertising

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

Total Quality Management (TQM)

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

itemization

the method of price quotation by which each unit of service and/or merchandise is priced separately.

motivating

the process of energizing, channeling and sustaining people's behavior.

Actuating (Directing, Leading)

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

leadership

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

Controlling (Evaluating)

the process of measuring performance and taking action to ensure desired results

planning

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

cash advance items

Any item of service or merchandise described to a purchaser as a "cash advance," "accommodation," "cash disbursement," or similar term. A cash advance item is also any item obtained from a third party and paid for by the funeral provider on the purchaser's behalf. Cash advance items may include, but are not limited to: cemetery or crematory services; pallbearers; public transportation; clergy honoria; flowers; musicians or singers; nurses; obituary notices; gratuities; and death certificates.

crematory

Any person, partnership or corporation that performs cremation and sells funeral goods

Non-declinable service fee

Basic services is the only fee which the consumer cannot decline (unless state or local law requires otherwise). Funeral Provider should recover expenses for services, facilities or unallocated overhead in this charge.

casket handling fees

Charge, fee or surcharge applied to consumers who purchase their casket elsewhere from a source other than the price list/funeral provider.

Telephone price disclosure

Funeral provider must give consumers who call accurate information from the price lists and answer questions about offerings and prices with readily available information.

alternative price lists

Price lists which may be prepared for use in certain limited situations such as children/infants, for government agencies to provide for indigent persons, for agreements with religious groups, burial or memorial societies for members of their group.

commission

Refers to the Federal Trade Commission

Exigent Circumstances

Situation requiring immediate action or urgency; FTC recognizes that funeral provider might embalm without permission.

Mandatory Disclosures

Statements required by the Rule which cannot be modified or edited and must appear in a clear and conspicuous manner.

services of funeral director and staff

The basic services, not to be included in prices of other categories in Section 453.2(b)(4), that are furnished by a funeral provider in arranging any funeral, such as conducting the arrangements conference, planning the funeral, obtaining necessary permits, and placing obituary notices.

human relations

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

cremation

A heating process which incinerates human remains

facilities management

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

marketing management

The process of planning and executing the development, pricing, promotion, and distribution of an organization's goods or services.

ergonomics

The study of workplace equipment design or how to arrange and design devices, machines, or workspace so that people and things interact safely and most efficiently.