Business process prioritization criteria: a case study in the financial market

Purpose This paper aims to analyze and examine how an organization from the financial sector prioritizes its business processes what criteria are adopted select most appropriate process for improvement projects. Design/methodology/approach descriptive research is based on exploratory approach. Qualitative methodology was applied a case study through on-site observation, documentation analysis semi-structured interviews. Findings The results confirm mentioned in literature, such as aspects strategic impacts, but also raised new critical issue: automation potential of manual processes, reflecting current movement automation. Research limitations/implications As limitation this study, it worth mentioning application only one market small number respondents, even though they occupy leadership positions organization. Practical implications practical implication, present work offers direction managers structuring applying models prioritizing aimed at organizational efficiency. Social Automation solutions need careful minimize impacts human resources reduction. In sense, eligibility must be carefully considered. Originality/value presents evolution prioritization model by large institution market, which has significant presence Brazilian international markets commercial wholesale bank.