In one case, employees in a private company often download pirated software from office computers with a good purpose, namely to help with their work, which is technically illegal, but not dangerous, as we usually think. However, when a system audit occurs by the software owner at the company, illegal software is found circulating in the company, so the company must pay a fine to the software owner for this, from this case IT managers hope they can control the situation better in the future . Control is an important managerial function. The impact of technology on process control is also evident when comparing technologically advanced countries with less technologically advanced countries. Managers in countries where technology is more advanced often use indirect control tools such as computer-generated reports and analyzes in addition to standard rules and direct supervision to ensure that work activities proceed as planned. However, in less technologically advanced countries, managers tend to use direct supervision and more centralized decision making to exercise control. The World Cup event which lasts for a whole month affects productivity globally. A survey by the Chartered Management Institute said that in the UK, productivity losses could be as much as 1 billion pounds ($1.45 billion). In the United States, March Madness also led to an estimated $1.8 billion drop in productivity during the first week of the tournament. Today's workplace presents a considerable control challenge for managers. From monitoring employees' computer use in the office to protecting the company against disgruntled employees who intend to do things that are detrimental to the company, managers need controls to ensure that work is carried out efficiently and effectively, as planned. Why do managers feel the need to monitor what employees are doing? The main reason is that employees are hired to work, not to surf the Web and check stock prices, watch online videos, play fantasy games, or shop online. The activity of accessing the web at work can incur substantial additional costs for the company and most importantly, reduced work productivity. In fact, a survey of employers in the US said that 87 percent of employees view non-work-related Web sites while on the job and more than half are linked to websites for personal use. One of the most booming things right now is watching online videos, this is a serious problem not only because of the time wasted by employees but also because these activities eat up the company's computer network and can disrupt network stability. The same may be true for many employees in Indonesia. This is why in the end process control and monitoring is so important for managers. Regarding the topic of our discussion: 1. Why do cultural differences need to be a concern for managers to monitor and control? 2. In your opinion, what are the concerns at work that need to be monitored by managers? Why does this need to be done? 3. What do you understand about the concept of Service Profit Chain? And how does it relate to employee performance?