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2004 ICFA University
College of Funeral Home Management
July 16-21, 2004
University of Memphis
Memphis, Tennessee
Dean: Todd Van Beck
Return to Introduction Page
Additional Colleges:
College of Cemetery Administration & Management
College of Cremation Services
J. Asher Neel College of Sales & Marketing
College of Land Management & Grounds Operations
Master's Program
CEO Program
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Friday, July 16
5:30 - 6:30 p.m.
University Reception
6:30 p.m.
University Dinner
Saturday, July 17
9:00 - 10:30 a.m.
The Psychology of Funeral Service
Todd Van Beck
Working with families to ensure they receive the proper care and service are keys to building your business. What you do makes a real difference in the lives of those who have lost a loved one. Embalming, restoration and proper presentation of the body genuinely promote the healing process. This course will give you an introduction to the skills you need to grow and succeed in this important profession.
Communication Between the Funeral Director and the Embalmer
Todd Van Beck
Too often, in-house miscommunication gets in the way of providing excellent service. From the arrangements conference through the preparation of the body and the funeral service, it is vital for funeral directors and embalmers to understand and appreciate the challenges each faces and to be able to work together for the good of the client family.
10:30 - 11:00 a.m.
Break
11:00 a.m. - 12:30 p.m.
People—WOW!
Todd Van Beck
What is the greatest asset your funeral home or cemetery has? It's your people. What is the greatest headache your funeral home or cemetery has? It's your people. Right? We'll look at management practices that really work -- where everyone from the head of the funeral home to the janitor knows the common goal and mission of the task at hand. People create stress and problems, and management's task is to deal effectively with those issues. This session also will give you the formulas necessary to create meaningful staff meetings, which are essential in today's rapid service environment.
12:30 - 1:30 p.m.
Lunch
1:30 - 3:00 p.m.
Dr. W. Edwards Deming—The Beginnings
Todd Van Beck
The Deming Method of Quality Service Management is the DNA of the entire ICFAU Funeral College. Dr. Deming is a household word in Japan, because he alone was the catalyst behind the incredible success of Japanese industry. Primary to the Deming Method is that quality is not perception. The Deming Method will teach you how to identify, label, measure, implement and create true quality services within your funeral home and cemetery. This introduction to the Deming Method focuses on the "Spontaneous Attitude of Management." We'll build from this beginning point. Word of caution: No big egos from this point on. Check the ego at the front door when you come in.
3:00 - 3:30 p.m.
Break
3:30 - 5:00 p.m.
The Cycle of Professionalism in Management
John Welshons
In this session, we'll expand on the Deming Method with discussions on:
- What do you believe about the funeral profession?
- What is your creed that guides your decisions?
- What is your mission in the funeral home?
- What is your view of education for self-improvement?
- What are your procedures and actions as to how service is provided?
- What is your personal level of integrity?
These are serious, no-nonsense issues to confront -- but confront them we must in order to move deeper into Total Quality Service Management.
Sunday, July 18
9:00 - 10:30 a.m.
The Five Momentums of Management
Todd Van Beck
Do you know that your funeral home has its own momentum? Were you aware that this momentum could actually make or break the level of quality service you are providing to your clients? This session will cover in great detail the five "momentums" of management that Deming spoke about so often:
- Knowledge
- Visibility
- Attention
- Information
- Consistency
Are these momentums alive and well in your funeral home? This session will teach you how to grab hold of momentum and cut to the issue of quality service.
10:30 - 11:00 a.m.
Break
11:00 a.m. - 12:30 p.m.
The DNA of Quality Funeral Service Management: The 15 Points
Todd Van Beck
Essential to using the Deming Method correctly is assimilating his "Fifteen Points" into your daily DNA as a manager. Countless students of funeral management have reported that Deming's Fifteen Points revolutionized their management style. In fact, many have confessed that they were the "manager" in name only, and really were not managing until they put the Fifteen Points into every breath they took. Here are the Points to whet your appetite:
- Start with the customer -- period!
- Constancy of purpose.
- Continuous improvement.
- Train for practical skills.
- Institute leadership.
- Use a method of management.
- Have joy at work.
- Continuing education.
- Drive out fear.
- Break down barriers.
- Eliminate slogans.
- Everybody wins.
- Design quality into the system.
- Don't buy on price tag alone.
- Accomplish the transformation.
12:30 - 1:30 p.m.
Lunch
1:30 - 3:00 p.m.
The Problem Rules in Quality Service
Todd Van Beck
When something goes wrong in a company, whom does management usually blame -- the employee, right? In the Deming Management System, the responsibility for something going wrong is management's failure to manage 85 percent of the time. This session will cover authentic ownership and responsibility for the role of manager of the funeral home or cemetery. We'll address setting realistic goals and expectations, and most importantly, how managers communicate this vital information to their people.
3:00 - 3:30 p.m.
Break
3:30 - 5:00 p.m.
Plan, Do, Check and Act
Todd Van Beck
This session teaches how to implement new service ideas and push further to establish quality service. We'll examine the decisions you make and how you make them. Then we'll look carefully at how those decisions are implemented and evaluated, and finally, we'll take a long look at how you act on those decisions and what are the results. If the results are good, what do you do? If the results are bad, what do you do?
Group Exercise
John Welshons
7:00 p.m.
Basketball/Volleyball Games
Monday, July 19
9:00 - 10:30 a.m.
The Seven Deadly Sins in Management
Todd Van Beck, John Welshons and Christopher Layton
The last session on the Deming Method of Quality Funeral Service focuses on what you, as a manager, must avoid at all costs: Deming's management sins -- and as we all know bad things happen when we sin, right?
Learn how to avoid:
- Lack of constancy of purpose.
- Emphasis on short-term profits.
- Evaluations of old measures.
- Mobility of management.
- Running a company on visible figures alone.
- Excessive benefit costs.
- Excessive lawyer fees. (Don't you just love this one?!)
Also during this session we'll present the Value/Benefits concept, teaching you how to identify and label the value of your services and translate this information into benefits for your customers. Lastly, you'll learn how to organize and utilize a Funeral Home Advisory Committee, which actually is your own private focus group so you can find out truthfully and economically what people really think about your funeral home.
10:30 - 11:00 a.m.
Break
11:00 a.m. - 12:30 p.m.
Funeral Home Strategic Planning
Todd Van Beck
This session will teach you an easy and very effective 10-step system to help you plan the future of your funeral home. This program provides the organizational method that will help you implement the Total Quality Service Management method of Dr. Deming. Without this portion of the workshop, confusion may reign supreme!
12:30 - 1:30 p.m.
Lunch
1:30 - 3:00 p.m.
Quality Assurance
Todd Van Beck
This session takes you step by step in setting out the quality service standards that you, as the manager, want to implement. This is the first "How To" program in the workshop, and using this information can help you communicate exactly how you want the coach washed, the grass mowed, the front door opened, the phone answered ... well, the list is limitless. This is an essential tool for you to use when you get back home.
3:00 - 3:30 p.m.
Break
3:30 - 5:00 p.m.
Client Satisfaction
Christopher Layton
Did you know that if your clients are satisfied, they'll go out and tell five people? That's great! But did you know that if your clients are not satisfied, they'll go out and tell 25, and you probably will not be one of them. So what to do?
This program helps ensure that you spot and correct dissatisfied clients before they leave the funeral home, so you can please them and calm them down. The Deming stuff is great -- but if you have one person on your staff who "just doesn't get it," all the Deming management information can go down the tube with one ill-timed remark or action. This program is your assurance policy that you will be able to stop client unhappiness in its tracks.
Funeral Design Program
Christopher Layton
Through a newly developed program, this session will teach you how to design a funeral experience rather than simply arrange a funeral. Also, you'll discover how to create a $700 revenue stream without selling a casket.
Group Exercise
John Welshons
Tuesday, July 20
9:00 - 10:30 a.m.
Community Outreach Programs
Todd Van Beck
Now you're ready to take Deming to your community. Primary to the session will be instruction on an extremely effective "Telephone Shopping Program." Telephone etiquette is covered, as well as how we leave an impression. Novel ways of promoting the funeral home will be examined, and -- no kidding -- you'll leave with 353 ideas on how to improve funeral services to your community. Fun stuff!
10:30 - 11:00 a.m.
Break
11:00 a.m. - 12:30 p.m.
Community Outreach—How to Make a Presentation
Todd Van Beck
We can't sit in the coffee lounge anymore and wait for the phone to ring, we have to get out into the community and make it ring. If you agree with this management statement, then this information will please you very much. This session revolves around one simple goal: getting more people inside your funeral home. Learn how to put together:
- a clergy seminar
- a holiday memorial service
- community charitable events
- an open house
- a funeral home tour
- a veteran's appreciation event
- a life navigator seminar
Also, each student will receive instruction on how to give community speeches and presentations, and will be given four programs with scripts and slides they can use at civic groups, churches, etc.
12:30 - 1:30 p.m.
Lunch
1:30 - 3:00 p.m.
Credits and Collections
Christopher Layton
Saved the "boring" stuff until last! Three things have to take place in order for your funeral home to be successful: Someone has to die, the survivors have to call you, and you have to be paid.
Many funeral professionals do not like to ask for money. However, you're worth every cent you are charging, and you must get paid. This program gives you a step-by-step program to deal with this delicate situation. When you have completed this session, you'll be able to maintain professionalism and at the same time get paid and reduce your accounts receivables.
3:00 - 3:30 p.m.
Break
3:30 - 4:30 p.m.
Aftercare Program
John Welshons
Would you be interested in an effective, well thought-out aftercare program that would not take a lot of training, would not require another payroll and would be low in liability? Would you like to get a great aftercare program that you can run yourself, fits into your busy schedule and costs you $2.50 a funeral? This program does all this and more -- you'll be given information on a new program called Aftercare Memorialization. (This one is definitely out of the box.)
Group Exercise
John Welshons
4:30 - 5:30 p.m.
Four-Year Student Graduation and Reception (all students participate)
Wednesday, July 21
9:00 - 10:00 a.m.
Service Plan
Todd Van Beck and Christopher Layton
This course is the epicenter of the entire training. This is the plan which indicates what you want to accomplish. This is your master blueprint. It is your navigator to ensure that you accomplish your goals, so the myriad of information you've been given doesn't end up gathering dust on your bookshelf. The Service Plan covers three major areas in detail and asks three important quality questions: How was it done? How is it done? How could it be done? We'll make a careful examination using these three questions in the areas of family funeral service, community involvement and inside the funeral home. The Service Plan is the final step on your road to quality funeral service management.
10:00 - 10:30 a.m.
Class Photos and Graduation
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