|
|
Advanced Seminar in Quality
Funeral Care
A Certificate Program Presented by Todd Van Beck
(Funeral Directors can earn up to 14 Hours of Continuing Education Credits!)
Conference Locations
Conference Schedule
Course Material
Class sizes are limited.
NEW: Click here to register and pay online.
Or, click here to download the Registration Form and pay via fax or mail.
Here's What Participants in Todd Van Beck's Funeral Home Management Course Are Saying:
- I am a mortuary school graduate and I hold a master's degree in education. My state requires us to earn continuing education hours. I also attend several conventions a year, but I have never had such a rewarding educational experience as I received in Todd Van Beck's seminar.—M. Bernadette Officer, Officer Funeral Homes, East St. Louis, Illinois
- Awesome experience! Todd is very challenging and motivating. He re-energizes our passion and commitment to ministering to every family we serve. His outside-the-box thinking is extremely insightful and easily implemented.—Robert G. Pickle, Tetrick Funeral & Cremation Services, Johnson City, Tennessee
- Great seminar! Many ideas to take back and try at low costs. It's good to go out of the box and see other professional opinions on a multitude of issues. Thank you!—Bob Laman, Chiles & Sons—Laman Inc., Lima, Ohio
- Money well spent and I am looking to attend more of this. Most importantly, I will send my staff to attend this also.—Tan Kean Choon, Prestavest Memorial Park & Crematorium, Malaysia
|
|
SEMINAR LOCATIONS
Please contact the hotel directly to make your room reservations. The ICFA has reserved rooms at the host hotels for Friday and Saturday nights. Please reserve your room at least 30 days prior to the seminar. Discounted rates (shown below) and room availability cannot be guaranteed if reservations are not made at least 30 days prior to the seminar. Please contact the hotel directly for all inquiries regarding confirmations, cancellations, etc.
Chicago, Illinois
March 24-26, 2006
Hyatt Regency O'Hare
9300 W. Byrn Mawr Ave., Rosemont, IL 60018
800.233.1234 - 847.696.1234
Room rate: $109/night
Atlanta, Georgia
April 7-9, 2006
Hilton Atlanta Airport
1031 Virginia Ave., Atlanta, GA 30354
404.559.6800 (Reservations) - 404.767.9000 (Hotel)
Room rate: $79/night
Portland, Oregon
June 23-25, 2006
Sheraton Portland Airport Hotel
8235 NE Airport Way, Portland, OR 97220
800.325.3535 - 503.281.2500
Room rate: $99/night
Washington, DC
September 15-17, 2006
Hyatt Dulles Hotel
(in Herndon, Virginia)
2300 Dulles Corner Blvd., Herndon, VA 20171
800.233.1234 - 703.713.1234
Room rate: $85/night
Albuquerque, New Mexico
December 1-3, 2006
Wyndham Albuquerque Airport Hotel
2910 Yale Blvd., SE, Albuquerque, NM 87106
800.227.1117 - 505.843.7000
Room rate: $89/night
Three-Day Conference Schedule
Friday
1:00 - 5:00 p.m.
Educational Program
5:00-6:00 p.m.
Networking reception
Saturday
8:30 - 9:00 a.m.
Continental Breakfast
9 a.m.- noon
Educational Program
noon - 1:00 p.m.
Networking Luncheon
1:00 - 5:00 p.m.
Educational Program
Sunday
8:30 - 9:00 a.m.
Continental Breakfast
9:30 - 12:30
Educational Program and Presentation of Certificates of Completion
You'll Learn:
- how to apply the principles of quality service at your funeral home
- specific programs for creating increased visibility for your funeral home
- concrete techniques for building on your relationships with families through a service-oriented (rather than a product-oriented) approach
You'll Take Away:
- a disk filled with scripts and slides for providing turnkey informational presentations within your community
- guides and a service plan for placing your funeral home at the forefront of your market
- a display certificate indicating that you are certified in the Principles of Advanced Quality Funeral Care
Your Instructor: Todd Van Beck
Todd W. Van Beck is a funeral director with A.S. Turner and Sons in Atlanta, Georgia, past president of the Commonwealth Institute of Funeral Service in Houston, Texas, and past director of the New England Institute of Mount Ida College in Newton Centre, Massachusetts. He is a consultant in the funeral service industry and a speaker in high demand who has spoken in Scotland, Ireland, England, Canada, Mexico and throughout the United States. He is known for his series of articles on Funerals of the Future, and has published four books and dozens of training manuals. Todd is a former director of education for The Loewen Group (now Alderwoods). He earned his undergraduate degree at Mount Mercy College and his master's of arts in pastoral ministry from Mount St. Mary's Seminary. He is dean of the Funeral Home Management College and the Embalming and Restorative Arts College for ICFA University.
CURRICULUM
The Quality Principles of Dr. W. Edwards Deming
The Deming Method of Quality Service Management is the DNA of the Advanced Seminar in Quality Funeral Care.
Dr. Deming is a household word in Japan, because he alone was the catalyst behind the incredible success of Japanese industry. Demings created a quality revolution and changed the worldview held in the 1960s that "made in Japan" meant "junk" to, by the 1990s, "made in Japan" meant "high quality."
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. We'll build from this beginning point.
The Cycle of Professionalism
in Management
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?
The Five Momentums
of Management
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 provide your clients? This session will cover in great detail Deming's five "momentums" of management:
- 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.
The Fifteen Points
of Quality Funeral Service
Essential to using the Deming Method correctly is assimilating his "15 Points" into your daily DNA as a manager. Countless students of funeral management have reported that Deming's 15 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 15 Points into every breath they took. Here are the points to whet your appetite:
1. Start with the customer—period!
2. Constancy of purpose.
3. Continuous improvement.
4. Train for practical skills.
5. Institute leadership.
6. Use a method of management.
7. Have joy at work.
8. Continuing education.
9. Drive out fear.
10. Break down barriers.
11. Eliminate slogans.
12. Everybody wins.
13. Design quality into the system.
14. Don't buy on price tag alone.
15. Accomplish the transformation.
The Problem Rules in Quality Service
This session will cover authentic ownership and responsibility for the role of manager of the funeral home. We'll address setting realistic goals and expectations, and most importantly, how managers communicate this vital information to their people.
Plan, Do, Check and Act
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.
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?
The Seven Deadly Sins
in Management
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. Learn how to avoid:
1. Lack of constancy of purpose.
2. Emphasis on short-term profits.
3. Evaluations of old measures.
4. Mobility of management.
5. Running a company on visible figures alone.
6. Excessive benefit costs.
7. Excessive lawyer fees. (Don't you just love this one?!)
Also during this session we'll present the Value/Benefits concept, discussing 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 create a Funeral Home Advisory Committee—your own private focus group so you can find out truthfully and economically what people really think about your funeral home.
Quality Assurance
This session takes you step by step through setting out the quality service standards that you, as the funeral director, 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 front door opened, the phone answered ... the list is limitless. This is an essential tool for you to use when you get back home.
Client Satisfaction &
Funeral Design Program
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 they're 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 goodwill you've created 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.
Next, through a newly developed program, this session will teach you how to design a funeral experience rather than simply arrange a funeral.
Community Outreach Programs
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.
Community Outreach—
Making Presentations
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. 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 attendee 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.
Funeral Home Strategic Planning
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.
This portion of the seminar is your master blueprint, covering three major areas in detail and asking 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 and community involvement. This is your final step on the road to quality funeral service care!
NEW: Click here to register and pay online.
Or, click here to download the Registration Form and pay via fax or mail.
*********************************************************************************************
|
| |
|
back to top
|
|
