This paper is a case study about a process called Bank Conciliation of a Rio de Janeiro s public company Accounting department. The main goal of this paper was to analyze this organizational routine using the process management theories, identify critical areas and indicate improvements. The methodology involved a qualitative research by carrying out semi-structured interviews with the process actors and modeling the process. The results pointed out the consciousness about the process, the communication and the supplier information role as intervening features that were the basis to the improvement suggestions on technical area and process management.