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2007 ICCFA University
Cremation Certification Program
(College of Cremation Services)
July 20-25, 2007
University of Memphis
Memphis, Tennessee
Dean: Ernie Heffner, CFuE
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Additional Colleges:
College of Administration & Management
College of Funeral Home Management
J. Asher Neel College of Sales & Marketing
College of Land Management & Grounds Operations
Master's Program
CEO Program
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Friday, July 20
2:00 -05:30 p.m.
Registration and Check-in
5:30 - 6:30 p.m.
University Reception
6:30 p.m.
University Dinner
Saturday, July 21
9:00 - 10:30 a.m.
Crematory Operator Curriculum (presented by Matthews Cremation Division)
Paul Rahill
You will recieve an extensive Operations Manual and training on the following topics:
- professional terminology
- incinerator terminology
- principles of combustion
- staffing for the future
- incinerator criteria and design
- basics of operating cremation equipment
- general maintenance and trouble shooting
- forms and record keeping
- handling and exposure control
10:30 - 11:00 a.m.
Break
11:00 a.m. - 12:30 p.m.
Operator Curriculum (cont’d)
12:30 - 1:30 p.m.
Lunch
1:30 - 3:00 p.m.
Operator Curriculum (cont’d)
3:00 - 3:30 p.m.
Break
3:30 - 5:00 p.m.
Operator Curriculum (cont’d)
Sunday, July 22
9:00 - 10:30 a.m.
Administrator Curriculum: Avoiding Cremation Liability
Harvey Lapin
This session will review areas of concern when dealing with the cremation customer and provide guidelines for avoiding liability. According to Lapin, “There are two kinds of crematories, those that have been sued and those that will be sued.” What are some best operating practices to incorporate into your standard operating procedure? Where are the areas of greatest risk in the operation of a crematory? What can you do to minimize your exposure?
10:30 - 11:00 a.m.
Break
11:00 a.m. - 12:30 p.m.
Administrator Curriculum: Cremation and Crematory Risk Management
Jim Starks
With more than 170 funeral homes, plus numerous crematories and cemeteries, Keystone properties handle more than 18,000 events each year. Jim Starks will wow you with a riveting, real-world presentation on operations and compliance. Failure to properly manage the risk of providing cremation services and/or operating a crematory is an invitation for disaster.
12:30 - 1:30 p.m.
Lunch
1:30 - 5:00 p.m.
Crematory Tour: "A Real-World Look at All Aspects of a Cremation Provider"
Mark Ballard
Our tour host operates five funeral homes, two cemeteries and a service center in a market with a 14 percent cremation rate. The service center operates two cremation units performing 80 cremations per month. In addition, the service center has a flower design shop and handles all administration for this operation.
The class will travel by bus and have the benefit of a guided tour of these SCI facilities. Every year, the value of this tour, Mark Ballard’s presentation and the SCI hospitality receive excellent reviews.
7:00 - 9:00 p.m.
Annual Sports Tournament
Monday, July 23
9:00 - 10:30 a.m.
Administrator Curriculum: The Financial Realities of Today’s Death Care Industry
David Nixon
David Nixon has been serving the industry since 1979 and has created more than 2,000 budgets for clients ranging from 40 to 1,500 events per year. In this session, he will discuss:
- determining overhead and fair pricing in today’s environment
- creating a business plan that embraces the cremation customer
- the future—hold tight or start fresh?
- staffing for the future
- pricing strategies to survive the realities of today
10:30 - 11:00 a.m.
Break
11:00 a.m. - 12:30 p.m.
Administrator Curriculum: Zoning/NIMBY/Equipment
Ron Salvatore
One of the highest-rated portions of the ICCFA College of Cremation Services, this curriculum covers:
- how to add a crematory to your operation
- municipality zoning hurdles to installation
- timing, from ordering to being fully operational
- costs to purchase and maintain equipment
- facility requirements
- considerations in selecting a crematory supplier
12:30 - 1:30 p.m.
Lunch
1:30 - 3:00 p.m.
Counselor Curriculum:
&qquot;I Don’t Want a Funeral, I Want a Cremation"
Julie Burn
What do people expect from today’s providers? What mistaken assumptions do providers make? Is there a psychological difference between burial clients and cremation clients? How can a provider effectively understand and relate to both? We’ll take a look at products that people hate, products that people embrace and what makes the difference.
3:00 - 3:30 p.m.
Break
3:30 - 5:00 p.m.
Counselor Curriculum: Cremation Marketing—The Keystone System
Jim Price
Jim Price will share real stories and real results for effective cremation marketing and sales as generated by the Keystone System.
Tuesday, July 24
9:00 - 10:30 a.m.
Counselor Curriculum: Permanent Memorialization Options that People Embrace
Travis Sandusky
In a market with a cremation rate ranging from 55 to 68 percent, Travis Sandusky will explain how the team at Eternal Hills developed an approach that consistently results in permanent memorialization. While Eternal Hills offers urn gardens, glass front niches, scattering gardens, etc., the real key and focus is not on product but rather on communication. Critically important is the attitude and approach of the arranger. This success story is not just theory but real how-to instruction on "why we do what we do" and "how we have applied these theories."
10:30 - 11:00 a.m.
Break
11:00 a.m. - 12:30 p.m.
Counselor Curriculum:
The Best of the Best Products and Processes
Dave Montgomery
What can you do with a little piece of space? Expect before and after pictures with real-world revenue stats to be shared in this session. If you’re ready to go to the next level in exceeding customer expectations using meaningful cremation memorialization options, you won’t want to miss this course.
12:30 - 1:30 p.m.
Lunch
1:30 - 3:00 p.m.
Counselor Curriculum: Know Your Cremation Consumer
Doug Gober
Doug Gober is one of our industry’s most motivational speakers. He will share ground-breaking research on what today’s cremation consumers are looking for and what you can do to meet and beat their expectations.
3:00 - 3:30 p.m.
Break
3:30 - 4:30 p.m.
Counselor Curriculum:
Walk the Talk - ICCFA Cremation Code of Ethics
Mark Krause, CFuE
What does it mean to be a first-class and consumer-friendly cremation provider? What makes cremation arrangements more complicated than burial arrangements? What is the attitude difference for the arranger and the customer? Also, how can you go above and beyond? Why might a retort have an oriental carpet in front of the unit? How are appointments like paintings, silk plants and comfortable furniture important around a crematory? What is the connection between food service and cremation service?
4:30 - 5:30 p.m.
Graduation/Reception for Students Completing Four Years
Wednesday, July 25
9:00 - 10:00 a.m.
The Perfect Summary:
Speak Out Action Plans
Instructors and students
Each instructor and student will have 60 seconds to articulate the best thing they learned this week at the ICFA College of Cremation Services and what they intend to incorporate into their business when they return home. This segment receives the highest ratings from students.
10:00 - 10:30 a.m.
Diploma and Class Pictures
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