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ICCFA U ONLINE #8 - College of Funeral Home Management
"Quality or Else: The 50 Minute Deming System"

American quality expert Dr. W. Edwards Deming used his advanced degrees in math and statistics to study quality and answer the all-time important quality question: “How can we do this service or make this product better?”

You may ask what does the person who taught the Japanese about making quality cars have to contribute to the funeral service profession? According to Deming, the mission of business is to help people solve problems they encounter in daily life, and that’s exactly what we offer through pre-need, at-need and aftercare programs. Using Deming’s quality theory and applying it to the deathcare profession, your funeral home can focus on the examination and analysis of four crucial points:

1. Visibility
2. Information
3. Attention
4. Consistency

Combine Deming’s concept of mission and his concept of quality service and you have a dynamic roadmap for the continuous improvement of quality funeral service. Because families today expect the same level of service and quality from their funeral home that they get from their local barista . . . or else.

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Sep 10, 2020 02:00 PM in Eastern Time (US and Canada)

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