This technological article seeks to analyze the problems that the American restaurant chain Outback Steakhouse faces with the management of its waiting lines at a branch located in the city of Niteroi, in the state of Rio de Janeiro. The article seeks to understand the operational context of the Outback restaurant through analyzes of capacity management, queuing theory and queuing psychology to develop an action plan that mitigates the negative impact of queues on its operations. In the end, it was possible to understand that through strategies for both expanding capacity and changing internal processes, it was possible to minimize the waiting time and queue length.