College of Funeral Home Management
Dean Todd Van Beck, CFuE

Too many managers consider "creativity" someone else's department. In funeral service, creative management is the key to differentiation. You'll learn Dr. W. Edwards Deming's creative service management system and its specific applications to our profession.

All courses are taught by Todd Van Beck, CFuE, unless otherwise noted. Students will receive the Deming Manual, a Quality Assurance Manual and several additional instruction manuals.

Friday, July 19

2:00 - 4:30 p.m.
Registration and Check-in

4:30 - 5:00 p.m.
Orientation

5:00 - 6:00 p.m.
University Reception

6:00 p.m.
University Dinner

Saturday, July 20

8:00 - 9:00 a.m.
Breakfast

9:00 - 10:30 a.m.
The Legal Aspects of Funeral Service
Poul Lemasters, Esq.
When was the last time you reviewed your bylaws or articles of incorporation? Do they provide a foundation for consistent management? Do your rules and regulations support the management and appeal of your funeral home? Are you federally compliant and shielded against liability by quality management practices? Are you using sound human resources practices to protect both management and staff? Gain solid legal education to help prepare you in all facets of funeral home management so you can effectively communicate, manage and interact with your staff and today’s consumers.

10:30 - 11:00 a.m.
Break

11:00 a.m. - 12:30 p.m.
'Management' Is Not Having the Title of Manager; It Is Being Creative in Vision
We'll introduce "The Worthy Ideal," the philosophy of Creative Management and what management looks like when you base it on the mission of your ideal. Central to this discussion will be the quality service management system of Dr. W. Edwards Deming. We'll discuss:

the "magic" 15 steps in service management
Plan, Do, Check, Act—Accomplish transformations
the Seven Deadly Sins in quality service management
Learn the foundations of quality—what quality service is and what it is not.

Note: Students in this college are asked to research Deming before arrival.

12:30 - 1:30 p.m.
Lunch

1:30 - 3:00 p.m.
Being Creative in Vision (cont'd)

3:00 - 3:30 p.m.
Break

3:30 - 5:00 p.m.
Being Creative in Vision (cont'd)

5:00 p.m.
Dinner

7:00 - 9:00 p.m.
Annual Sports Tournament
Join your ICCFAU colleagues for a friendly game of volleyball.

Sunday, July 21

8:00 - 9:00 a.m.
Breakfast

9:00 - 10:30 a.m.
The Application of Creative Management: Part I
Today's sessions will focus on three key areas of management:

Momentum. Discover the power of the momentum of daily management vs. the risks of making it up as you go.

The DNA of Creativity. Including:

visibility of people, places and things
attention to people, places and things
information about people, places and things
consistency with people, places and things

Communication with Staff. The most difficult management challenge: people, communicating with them, and getting them to do what you want! You'll learn:

how to create a vision and implement meaningful staff meetings (including four years worth of meeting topics)
how to create meaningful staff meeting agendas
how to create meaningful and valuable staff evaluations
how to create effective interviewing and recruiting procedures

10:30 - 11:00 a.m.
Break

11:00 a.m. - 12:30 p.m.
Creative Management: Part I (cont'd)

12:30 - 1:30 p.m.
Lunch

1:30 - 3:00 p.m.
Creative Management: Part I (cont'd)

3:00 - 3:30 p.m.
Break

3:30 - 5:00 p.m.
Creative Management: Part I (cont'd)

5:00 p.m.
Dinner

Monday, July 22

8:00 - 9:00 a.m.
Breakfast

9:00 - 10:30 a.m.
Funeral Home Telephone Shopping
Julie A. Burn, CCrE, CSE
Answering the phone is easy, right? Not so fast. ICCFA director of cremation services Julie Burn goes “undercover” as a mystery shopper, calling firms to gauge their skills at handling phone inquiries, and you may be surprised at some of her findings.
When someone calls your business to inquire about your services, what type of impression do you and your staff make? Are you welcoming and helpful? Do you simply answer the caller’s questions, or do you take advantage of the opportunity to explain the value of what you do?

Join Burn as she shares her phone shopper experiences, including both well-handled calls and those that could be improved. You’ll learn how to:

make the connection with your caller
educate the consumer
promote value
take effective follow-up action

10:30 - 11:00 a.m.
Break

11:00 a.m. - 12:30 p.m.
Creative Management: Part II
Today we'll delve into a "how to" approach to creative management. This program will teach you:

how to teach your staff telephone etiquette
how to teach your staff telephone shopping skills
how to implement the telephone shopping tracking program
how to develop and implement the telephone shopping matrix
how to teach "common sense funeral/cemetery economics"
how to develop and implement the "visible General Price List"

You'll receive a CD filled with programs you can put to use immediately:

how to calm down upset clients
how to create the funeral home/cemetery advisory committee (a free focus group)
how to teach professional ethics
how to deal with stress
how to create quality assurance
how to develop and use an effective family satisfaction survey
how to create a meaningful yet economical aftercare program
how to help the bereaved with practical coping skills

12:30 - 1:30 p.m.
Lunch

1:30 - 3:00 p.m.
Creative Management: Part II (cont'd)

3:00 - 3:30 p.m.
Break

3:30 - 5:00 p.m.
Creative Management: Part II (cont'd)

6:00 p.m.
Dinner

7:00 p.m.
Cryptones concert

Tuesday, July 23

Class pictures will be taken on Tuesday

8:00 - 9:00 a.m.
Breakfast

9:00 - 10:30 a.m.
Implementation of Creative Management: Part I
Today we'll roll up our sleeves and create individualized "master timelines" to ensure success in implementing the four-year cycle of programs.

You'll receive a master list of 318 best practice and creative enhancement ideas for less $500 each. Among the innovative marketing and promotional programs you'll receive:

meaningful Christmas and Easter events and holiday memorial programs
clergy seminars and appreciation events
charity car washes
open houses
life planning seminars
cemetery programs such as bird watching, gardening seminars, photo contests and historical tours
veterans programs and Flag Day dedication events

10:30 - 11:00 a.m.
Break

11:00 a.m. - 12:30 p.m.
Implementation of Creative Management: Part I (cont'd)

12:30 - 1:30 p.m.
Lunch

1:30 - 3:00 p.m.
Implementation of Creative Management: Part I (cont'd)

3:00 - 3:30 p.m.
Break

3:30 - 4:30 p.m.
Implementation of Creative Management: Part I (cont'd)

4:30 - 6:00 p.m.
Graduation/Reception for Students Completing Four Years

Wednesday, July 24

8:00 - 9:00 a.m.
Breakfast

9:00 - 10:00 a.m.
Implementation of Creative Management: Part II
Discover the power of gaining visibility through interesting community presentations. You'll learn how to get up in front of people and "wow" your audience. The programs are already finished, complete with scripts and PowerPoint images. Here are just a few of the 18 community presentations you'll receive:

The History of Grave Robbing
The Worldwide Cemetery Tour
The Story of the Titanic Funerals
The Assassination and Funeral of President Abraham Lincoln
The Presidential Gravesite Tour

10:00 - 10:30 a.m.
Diploma

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