This study aims, through research to be done in Spoleto, an Italian Fast Food chain, to evaluate which processes have more impact on the customer queues formation and how to find a solution that will result in its reduction and hence increasing sales with a low impact on cost. With the expansion of the chain and, resultant increase in sales, it has been observed that in great part of the stores there is a queues formation of more than eight people during periods in which the amount of customers is concentrated in a short time span. Such behavior reflects on a need of adaptation, as to avoid agility losses - strong aspect of the brand - and to avoid compromising the quality of the service. Furthermore, it is more costly to regain a customer with campaigns that will inform and convince him of the agility if this is not the experience the customer finds when he attends a store. For this purpose, there is a need to evaluate the various factors that have a direct impact on queues formation, its variation according to each store s particularities and the intensity with which it acts upon. This study will focus on the process as a factor that limits the total number of helped customers, and will use as a study tool the Queues Theory, to initiate the necessary measures