Draft of Process Flow for Chapel Memorial Service
"Be process oriented"
"Surprise and delight" (MESEL)
Objectives:
1. To delight and surprise the family of the deceased
2. To make our service competitive to be above others
3. To increase our patronage and sales
Based on reserarch at competitior chapel
The proceses are classifed into 6:
1. Receiving Call
2. Pull out
3. Contracting
4. Embalming
5. Viewing
6. Interment
7. Post interment
Standards Steps Material Who Timeline
1. Receiving Call. The company solicits and recruits contact persons who will inform the office of the dead. They include barangay officials, policemen, local registrars, NBI, medico legal etc. Only accredited callers get com; the others get referral fee
1. Answer phone logbook CSS 3 to 5 minutes 1. Answer phone on the third ring (promptly)
2. Gather all data 2. Deceased name, contact person, location
3. Purchase data if pre need
3, Payment of com 10% for the accredited agent, 5% for accredited
caller, to be paid after interment
2. Pick up 1. CSS issues trip ticket CSS 1. Driver and attendant must be in uniform and w
to driver and attendant; approved wear shoes, with ID;
by CMO noting information taken from caller 2. No, bo, shaved and professionally looking
3. Trip ticket must contain time out, km reading,
ending
1. House 1. The staff knocks at the house and t L300 and stretcher 1. No honking of horns
courteously at all times 2, Greet everyone with sir and madam, condole
3. Wipe shoes when entering the house
body bag gloves 4. Wear gloves when handling the body
5. Use body bags to cover the body instead of blanket
2. Hospital 1 Proceed to the morgue; search for the caller 1. Wear gloves, masks and googles
2. Greet and thank every one, smile
3 Crime scene/ 1. Proceed to the scene body scoop 1. Wear gloves, masks and protective clothing
Accident scene
vest, EWD 2. Park at safe spot, turn on flasher
3. Install EWD so that incoming vehicles may see you
4. Wear helmet, and vests with fluorescent marking
Pick up fees:
1. Free for first 25 km
2. 26 km to 50 P5,000
3 P10,00/km in excess of 50 km
for L300, P25 for expi; (subject to OSCA and PWD d
discount
C. Contracting and Documentation
1. Sales contract for at need CSS 1. Get full details: deceased info, authorize address including social media, cp #
2 Funeral service authorization for all 2. Let family view the caskets and let them choose
3. SOA 3. Show the chapel room and let family choose
4. Get pre paid, memorial plan details
5. Discounts for PWD, senior citizen
6. Scan copy id or take pictures
D. Embalming and preparing the body embalmer attendant
1 Clean the body sioao ad water 1. Give him a good bath; remove debris, shampoo
2, Cosmetics comb cosmetic kit 1. Stitch cover up cuts; cover with cosmetics
2. Comb the hair
3. Give him/her good looks
4 Cut finger nails, clean or manicure
3. Embalming embalming needle and pump 1. drain body fluids from neck and groin
2. inject chloForm/level up tayo sa soft embalming
4. Dressing up the dead clothes shoes of the deceased 1. Ask from the family the clothes, shoes of deceased
2. Dress him her properly with underwear
3. No cutting of the clothes please
4, With the help of another attendant, lay him/her on
casket; place shoes near the legs
; ;NECROPHILIA IS A CRIME. Respect the dead!
E. Set up and viewing
1,Clean and shine all equipment 1. 5s (shine), no scratches, dirt or soil
1, Atrille
2. Lights
3. Curtain (be sure they are laundered often)
4, For home viewing (load at L300 together with
tent, tables and chairs)
5. Arrange carefully, the location and he lights 1. Beautify
6. Plug sockets
7. Install the visitors logbook and tarp announcing the death
8. Have the following ready and include in the set up
1. Artificial flowers referring to the package as say white rose
carnation
2. Jars with tikiw or artifical decors
3. Flower pots
2. Memorialization
1. Prepare memory board 1. Clear picture no truncation
2. Prepare the articles of the deceased and display
3. Flowers
1. Purchase at least one spray for white rose with our name 1. Flower is an important part of bereavemetn
Corona for the next level; flower arrangement from carnation
daily, for chrysanthemum prepare a theme
4. Music
1. With the consent of the family have funeral or songs of their 1. Have library of music
choice played softly
5. Ameneties
Deliver and make available the following amenities
1. Mineral water and dispenser
2. Funeral pack:
1. coffee 3 in 1 (50)
2. candies
3. cornic
4. tissue paper
6. Cleanliness
1. Hire a manang or visit the home viewing once a day to clean 5s
2. Have a garbage bag or waste container as receptacle for waste
3. Have CSS visit the chapel and home viewing daily and report
F. Interment
We receive payment 2 days before interment
We assist family obtain death certificate and burial permit
1. I condition ang hearse at flower car one day before interment Clean and smart
2. Clean and shine the vehicle Solemn
3. Other prep
1. Install tarp announcement at the hearse (front or side)
2. Have attendants ready (2 for firt 3 and 4 and 4 for next three
Contract them
3. Installation of convoy ribbon Bearing our name; always ready
4. At the church or chapel
1. Unload and upon signal Not much noise
2. March walk in unison Like military snappy and smart
Keep silent while waiting be alert
3. Assist every friends families children Appear sad and solemn
in final viewing
5. At the procession
Driver plays our music (have DVD and player ready Consult the family on music to play
Our attendants walk and sway arms in unison Just like honor guards
6 At the interment
The funeral service crew upon unloading turns Respect the memorial park, cemetery rules
over the responsibility to the interment crew
G. Post Interment
1. The trip tickets, time records of TS and attendants P450 to driver (on call) for pick up
are recorded and filed same amount for interment date
P300 for attendant (on call) for pick up (one only)
and on interment (kanya damit)
P250 per night for inday
2. The burial permits death certificate, contracts,;
Soa are filed
3. Coms are paid:
1. Outright to agents Paid from revolving fund:
10% to accredited agents
5% to callers
P500.00 referral fee
sign the Cash Vouchers completely and clearnly
NO CONNIVANCE AND PRETTY THEFT HERE
WE WILL JAIL AND PROSECUTE PETTY THIEVES (as we are
doing now
referral fee
4. Payments to embalmer sigs, driver and attendants
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