Segun la encuesta de satisfaccion realizada en noviembre de 2004 por la empresa en estudio, se encontraron como factores de insatisfaccion: tiempo de espera y atencion del personal. Tiempo de espera fue la peor calificada. Se analizaron las causas de los tiempos prolongados y largas colas que estaban experimentando los usuarios. Se comprobo que la cantidad de clientes que llegaban al sistema de servicio no tenia ningun patron de demanda que permitiera pronosticar epocas de mayor afluencia. Se analizo el sistema como un modelo de lineas de espera multicanal, una sola fase y se encontro que el numero de clientes que llegaban al sistema en un periodo determinado se distribuia segun Poisson, pero los tiempos de servicio no tenian el comportamiento exponencial requerido para solucionar matematicamente el problema. Se procedio a simular el sistema con distribuciones para cada servidor, servicios de corta y larga duracion, jornadas de descanso. Se evidencio que el sistema perdia capacidad durante la hora de almuerzo, aumentando la espera de los clientes. Se evaluaron soluciones para mejorar la capacidad. Abstract: According to the survey of satisfaction made by the company in study in November of 2004, they were like two dissatisfaction factors: time spent in queue and attention in charge of the personnel. Time spent in queue was the worst qualified. The causes of the long waiting times and large queues that the users were experiencing were analyzed. It was verified that the amount of customers who arrived at the system did not have any pattern of demand that allowed forecasting periods of greater affluence. The system was analyzed as a model of multi-channel lines with a single phase, where the number of customers arriving in a period has a Poisson distribution, but the service times did not have the exponential behavior required to solve mathematically the problem. The system was simulated using probabilistic distributions for each server and specifying the different services the customers needed. It was obvious that the system lost capacity during lunch time, increasing the time spent in queue of the customers. Several solutions were evaluated to improve the capacity.