This work is presented as a case study that aims to provide an in-depth analysis, followed by a complete diagnosis of the target financial institution, in the light of knowledge management. Specifically, the objectives are to analyze the factors that make knowledge management inefficient. To achieve this, a survey was conducted through individualized interviews with five managers from key areas of the organization. This research was modeled on a referenced theoretical framework capable of assisting in the analysis of the results obtained and, thus, understanding and explaining the impact of knowledge management and its absence in the target company, corroborating to answer the central question of the study: How can knowledge management improve the internal processes of the financial institution that is the focus of the study?