1. Computers and Funeral Service AdvantagesDisadvantages

2. Internet  http://www.njfda.org (NJ FDs’ Assoc.) http://www.njfda.org  http://www.nfda.org (NFDA) http://www.nfda.org  http://www.nfdma.org (NFD & Morticians’ http://www.nfdma.org Assoc.) Assoc.)

3. Personnel Issues in FS  Human Relations: “motivating people in organizations to develop teamwork, which effectively fulfills their needs and achieves organizational objectives”  Human relations are critical:  1) attaining objectives of the firm  2) effective public relations  3) motivate and maintain personnel

4. Motivating Personnel  “motive”: something that causes a person to act  “motivation”: the individual internal process that energizes, directs, and sustains behavior –(Pride, Hughes, Kapoor, 2005)

5. Theories of Motivation  Frederick W. Taylor  Hawthorne studies  Maslow’s Hierarchy of Needs  Herzberg Dual/Two Factor Theory  McGregor Theory X and Theory Y

6. Frederick W. Taylor  interested in improving efficiency of individual workers  research led to “scientific management”  each job should be broken down into separate tasks  people work only to earn money  “piece-rate system”: employees are paid a certain amount for each unit of output they produce

7. Hawthorne Studies  conducted at the Hawthorne plant of the Western Clectric Company in Chicago  objective was to determine the effect of work environment on employee productivity  2 sets of experiments: –1) lighting in the workplace –2) effect of “piece-rate” system Human factors are at least as important to motivation as pay rates….human relations movement.

8. Maslow’s Hierarchy of Needs  Physiological Needs  Safety Needs  Belonging and Love/Social Needs  Esteem Needs  Self-actualization  Most employees in small business are motivated by belonging and esteem needs.

9. Herzberg Dual/Two Factor Theory (Motivation/Hygiene Theory)  Frederick Herzberg interviewed approximately 200 accountants and engineers in Pittsburgh  Feeling good and feeling bad about the job results from different sets of factors.  Hygiene Factors: maintenance factors  Motivation Factors: cause people to strive to do the best work

10. McGregor Theory X and Theory Y  Theory X: employees are lazy, shiftless, devious, unmotivated –Taylor’s scientific management  Theory Y: employees like to work and are willing to do the best possible job –human relations movement

11. Motivation Process  1) determine objectives or purpose  2) understand employee needs and wants  3) communicate with employee  4) integrate employee-firm interests  5) provide auxiliary conditions

12. Motivation Strategies  1) Extrinsic Motivation : tangible rewards  2) Intrinsic Motivation: intangible rewards  Business owners should enrich their employees’ jobs.

13. Keys to Successful Work Motivation  1) workers’ motives and values must be appropriate for their jobs  2) jobs must be attractive  3) effective performance  4) work goals should be clear, challenging, attainable, and attractive

14. Keys to Successful Work Motivation (cont’d)  5) needed resources should be provided  6) constraints to performance should be eliminated  7) interpersonal and group processes must support goal attainment  8) personal, social, and technological parameters should be harmonious

15. Practical Motivation Techniques  1) Care about your employees.  2) Take responsibility for your actions.  3) Be tactful with the people who work for you.  4) Give praise when a job is done well.  5) Foster independence in your employees.  6) Be willing to learn from your employees.  7) Be enthusiastic and confident.

16. Practical Motivation Techniques (cont’d)  8) Keep lines of communication open.  9) Give employees with problems help, not orders.  10) Set standards for the company.  11) Always let employees know where they stand.  12) Keep employees informed.  13) Encourage employee initiative, innovation, and ingenuity.  14) Be aware of your own prejudices and biases toward certain people.  15) Try to be flexible.

17. 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”

18. Maintaining Personnel  Direct and Indirect Costs of Turnover  Positive employer-employee relationships  Never take good employees for granted.  Twelve Guidelines for Criticism and Reprimand

19. Management Responsibilities  1) develop employee participation  2) manage change  3) understand human relations  4) create a viable and workable organization  5) communicate effectively  6) demonstrate effective leadership

20. Categories of Analysis  1) Financial Analysis  2) Market Analysis  3) Operational Analysis

21. Professional Associations  Within Funeral Service: colleagues rather than competitors  With other professionals: facilitate communication and understanding  reflect social responsibility and service