Maintaining Excellence Through Change at Mercer
Mercer is a global professional services company providing organizations with solutions that meet the personal, professional, and financial needs of their employees. They employ over 25,000 people in 43 countries and serve clients in 130 countries. As of 2022, the company reported $5 billion in revenue. Mercer operates as a subsidiary of Marsh & McLennan Companies, a world-renowned professional services firm specializing in risk management, strategy, and people.
APQC interviewed Lisa Weber, Knowledge Management lead at Mercer, which achieved a Level 4 (4.22) maturity at a business unit level using APQC's KM Capability Assessment Tool in 2023. During the interview, Lisa discussed the recent changes the program has undergone, including increased collaboration with the business and the implementation of various technology initiatives. Despite these changes, the program has remained focused on sustaining and maturing its knowledge management capability, largely thanks to effective change management practices.
Mercer is now a five-time recipient of APQC’s Excellence in KM recognition program.
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