In order to increase the quality of systems of a financial company, the process of a software development team has changed some times to get stabilized. This paper presents the action research steps that were conducted, the perceptions of the team about the process evolution and the solved problems. Also, a software process improvement assessment has been conducted in order to identify the success factors on this implementation and the result is analyzed and discussed through the Servqual method. Among other conclusions, the involvement of the team during the improvement process and future perspectives are crucial to achieve success. 
Software process improvement in a financial organization: An action research approach