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

Robson Porfírio dos Santos, Thaiane Martins Salgado and Veridiana Rotondaro Pereira

RAUSP Management Journal, 2021, vol. 57, issue 1, 35-48

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

Keywords: Prioritization; Financial sector; Business processes management; Improvement projects (search for similar items in EconPapers)
Date: 2021
References: Add references at CitEc
Citations:

Downloads: (external link)
https://www.emerald.com/insight/content/doi/10.110 ... d&utm_campaign=repec (text/html)
https://www.emerald.com/insight/content/doi/10.110 ... d&utm_campaign=repec (application/pdf)

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:eme:rauspp:rausp-07-2020-0155

DOI: 10.1108/RAUSP-07-2020-0155

Access Statistics for this article

RAUSP Management Journal is currently edited by Flavio Hourneaux Junior and Kavita Miadaira Hamza

More articles in RAUSP Management Journal from Emerald Group Publishing Limited
Bibliographic data for series maintained by Emerald Support ().