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This case study aims at studying the behavior, patterns and times of arrivals and services ofNova SBE’s canteen, to compare the existing two lines, detect inefficiencies and suggest solutions to improve the process. Through observation method, data was collected regarding arrivals and services. Queuing theory and model M/M/1 will be used to bring meaning to data. The different lines will be found to have different impacts on customers waiting and service times, being the layout of the process and payment method, the major problems identified. Several recommendations will be proposed. One is a complex change in both the layout, payment methods and the number of waiting lines.