Integration of Holistic Non-Conformities Management and Axiomatic Design: a case study in Italian Income Tax Returns Management

In the last few years, the Italian Welfare State has suffered from the effects of the serious economic crisis. The crisis has hastened the need to cut down the public expenditures. The current study focuses on the improvement of the effectiveness, the efficiency and the inexpensiveness of those processes related to the management of the tax services provided by medium/large withholding agents. The proposed method aims to improve handling Non-Conformities in a process, by introducing a project plan based on the Axiomatic Design methodology. This method aids in producing a set of robust planning solutions for a wide range of issues. Starting from the reported issues emailed to the Customer Support Service of the process, it is possible to catalogue the encountered issues through an Holistic Non Conformity Reduction approach, so that introduces such a level of abstraction necessary to define Non-Conformities of process in a basic and logical way. Then, we turn to the Axiomatic Design methodology in an iterative way and we find the set of planning solutions, which are more logically suitable to the operating context. In practice, this allows innovative and sustainable clustering approaches, making the development of proactive lessons learned possible. These can be used both in the development and in debugging of the information systems supporting the process management, ensuring an enhanced robustness against the frequent changes related to legislative measures and the forecasts adopted. © 2015 The Authors. Published by Elsevier B.V. Peer-review under responsibility of the organizing committee of 9th International Conference on Axiomatic Design.