How to develop KPIs that communicate value


John Lyons,
Director Finance Shared Services, HEINEKEN
Tarun Chopra, Vice President Reengineering Europe, Genpact


The objective of this session is to demonstrate the process based approach to identifying right measures for shared service centers, proven by real life examples, leading to achieving desired business outcomes for the clients and thus becoming more matured business partner.


  1. Introduction on how to measure the KPI metrics lead by Tarun Chopra who will talk about Smart Enterprise Processes framework by Genpact which is utilized to create KPI across multiple clients. This part will include a high level approach, methodology and structure involved across finance, HR and IT shared services.
  2. Case Study about Heineken lead by John Lyons who will share A real life example on how KPIs and PPIs have been setup and how performance management is driven at Heineken Share Service Center. This part will also include the benefits, applied governance, way of leveraging KPI value during service management discussions with OpCos but also linkages with the business benefits as part of the global roadmap.
  3. Question and Answers with participants