When an accounting firm strives to reach new heights, it can be a dangerous business.

The biggest risk is that as demand for your business increases, you lose sight of what matters. Staff may disengage and drop out, and billable time may decrease. Even data, which is the “true north” of any accountant, risks being lost.

Meanwhile, customers, like MTD, grappling with their own growth and regulations, need support. If they don’t get it, they’ll look elsewhere.

The solution is to review your employees and your digital systems – to adopt a management approach called Operational Excellence.

What does operational excellence mean? for you?

Operational excellence can represent an untapped opportunity for your business. It has proven itself in different sectors for half a century.

The approach focuses on continuous improvement, team alignment and measurable results. It helps transform challenges into opportunities, unite teams and make businesses efficient.

How it works in an accounting firm?

For accountants, operational excellence means developing and reviewing systems before disaster strikes. By doing so, you save time, resources and stress.

Operational Excellence is fundamentally:

• Conduct continuous improvement with a clear plan
• A focus on customer service
• Define clear roles and encourage internal collaboration
• Making change possible has each level

But how do you do it putting operational excellence into action?

There are five key areas where operational excellence can transform an accounting firm:

1. Leadership and strategy

Does your business have a clear purpose and vision? Are goals regularly communicated and performance measured against company goals? Operational excellence starts with leadership that manages risk and drives continuous improvement across all teams. In accounting, this means not only reacting to regulatory changes, but also proactively shaping the future of your business.

2. People and culture

A culture of operational excellence encourages staff to suggest improvements, provides regular training and measures work appropriately. Collaboration between departments is essential. When everyone understands the company’s goals and feels empowered to contribute, engagement increases and performance improves.

3. Processes and workflow

Consistent and documented workflows are the backbone of operational excellence. Can you monitor work progress, identify bottlenecks and analyze efficiency gains? For accountants, this means capturing every task, assigning responsibilities and ensuring compliance steps are met. Continuous workflow improvement reduces missed deadlines and improves customer service.

4. Technology and data

Are your systems integrated and sharing the same information? Automation should handle repetitive tasks, and your environment should support remote work without sacrificing control. Data security is paramount. Good cloud software creates a “single source of truth,” eliminating re-entries, reducing errors, and ensuring everyone is using the most up-to-date information.

5. Customer experience

Operational excellence is not limited to being an internal process. It is also an integral part of providing consistent, high-quality service to customers. Feedback mechanisms, proactive communication and the ability to express your added value are essential. Satisfied customers are loyal customers and operational excellence ensures their experience is always positive.

For what modern and digital systems are important for operational excellence

Modern, integrated digital solutions are essential to operational excellence because they provide:

• Integrated data: A single customer database at the heart of operations.
• Practice-wide task control: Dashboards to track progress and spot issues.
• Access to more power: Integrated outsourcing options that use the latest technology to share information are a safe way to manage excess work.

How do you do measure success with operational excellence?

It’s one thing to make a plan; it’s another to see how well it works. There are seven important steps you need to make sure you follow.

1. Evaluate current processes: Identify inefficiencies and bottlenecks.
2. Define clear objectives: Align goals with your business strategy.
3. Hire and train employees: Foster a culture of improvement.
4. Implement Lean principles: Streamline processes and eliminate waste.
5. Use technology: Automate tasks and improve accuracy.
6. Monitor progress: Use KPIs to track initiatives and adjust strategies.
7. Drive continuous improvement: Solicit feedback and make continuous improvements.

A plan to implement Operational Excellence (infographic)

Read our guide to learn more about operational excellence and accounting

This blog can only scratch the surface. Where should you go next if you want to learn more? Head over to our resources section and download our FREE guide.

Track your progress with its quiz, then learn to:

• Drive continuous improvement
• Streamline workflows
• Use unified digital systems
• Improve the customer experience
• Empower your team

Get insights from the experts

The experts behind this guide have decades of experience in accounting, marketing, and technology.

Eva Mrazikova is an accountant who, as senior director of PMM and broader ACC strategy at IRIS, oversees go-to-market strategy, product positioning and customer engagement.

Jon Cooper is a Senior Product Marketing Partner at IRIS, connecting software and services to the needs of accounting firms. He led a team of accountants and bookkeepers.

With their help, you’re covered, whatever the challenge. Keep your team aligned and aim forward and up.

Artificial intelligence (AI) is no longer a concept reserved for tech giants and research labs. It’s transforming workplaces across the globe, including small-to-medium enterprises (SMEs). Whether it’s automating repetitive tasks or providing strategic insights, AI is here to make day-to-day business operations smoother, smarter and more efficient. For beginners, the idea of integrating AI can seem complex or maybe even overwhelming, but it doesn’t have to be. In our Work That Works report we spoke with over 2000 business leaders and employees, many highlighted that they are stuck in a cycle with only just over half of business leaders saying they’re satisfied with their team’s tech expertise. When AI is done right, the impact is overwhelmingly positive. 62% agree they are less overwhelmed by work and 66% say their quality of work is better. These are the outcomes that would benefit every business. 

This guide will break down the essentials to get you started with AI at work in a clear, actionable way and get your team streamlining their work. 

What does ‘AI at Work’ actually mean?

When we talk about AI in the workplace, we’re referring to the use of intelligent systems and algorithms to support human-led tasks and decision-making. For example, HR professionals can use AI to sift through job applications faster, while marketing teams can analyse campaign data to identify trends and optimise strategies. It’s about making work processes more intelligent, not replacing jobs or teams. AI at work can take many forms:

Automation

Example: Streamlining repetitive tasks like data entry or email sorting.

AI can significantly enhance workplace efficiency by automating repetitive and time-consuming tasks. This includes streamlining data entry, which often involves manual input and is prone to errors, as well as sorting and categorising large volumes of emails. By handling these mundane yet essential tasks, AI frees up human employees to focus on more complex, creative and strategic activities that require critical thinking and interpersonal skills. This not only boosts productivity but also reduces the likelihood of human error in routine operations. If you ever found yourself wishing that someone could just take a task off your plate…it might be time to see if AI can do it for you. 

Decision support 

Example: Analysing data to recommend the best course of action.

Another powerful application of AI in the workplace is its ability to provide sophisticated decision support. AI systems can analyse vast datasets, identify patterns and uncover insights that might be imperceptible to humans. Do you REALLY have time to read through all 500 rows of that spreadsheet? Probably not. 

This analytical capability allows AI to recommend the most optimal course of action in various scenarios, from financial forecasting and market trend analysis to resource allocation and risk assessment. By presenting data-driven recommendations, AI empowers employees and managers to make more informed and strategic decisions, leading to better outcomes for the organisation.

Task assistance 

Example: Tools like chatbots or AI assistants helping with scheduling or customer support.

AI tools, such as chatbots and AI assistants, are increasingly being integrated into daily workflows to provide immediate task assistance. These tools can help with a wide range of administrative and customer-facing functions. For example, AI assistants can efficiently manage calendars, schedule meetings, and set reminders, reducing the administrative burden on employees. In customer support, AI-powered chatbots can handle common queries, provide instant information and even resolve basic issues, ensuring 24/7 availability and improving customer satisfaction while allowing human agents to focus on more complex or sensitive customer interactions.

Why AI matters in the workplace

Integrating AI into your business operations offers numerous benefits, particularly for smaller organisations aiming to stay efficient and competitive. Here are just a few reasons why AI is worth considering:

• Boosted productivity: By automating mundane tasks, your team can focus on high-value activities.
• Time savings: AI tools work faster than humans when it comes to large-scale data analysis or task execution.
• Smarter decisions: With AI insights, you can make data-driven decisions confidently and in less time.
• Enhanced employee experience: Freeing employees from repetitive tasks leads to higher job satisfaction.
• Competitive edge: Early adoption of AI can give you a head start over competitors who are slower to adapt.

It’s important to view AI as a supportive tool for your team, rather than something that will replace them. This distinction is critical to addressing concerns among beginners who may worry about job security or the complexity of using AI.

The best ways to start using AI at work

Starting small and piloting AI in manageable areas is the key to success. Here are some beginner-friendly ways to explore AI at work:

Automate repetitive tasks

AI thrives on automation. Use AI tools to handle routine processes such as:

• Sorting emails.
• Inputting data into spreadsheets.
• Generating reports.

Applications like Zapier or RPA (robotic process automation) tools can perform these tasks seamlessly and free up time for your team.

Employ AI assistants in familiar tools

If your organisation uses platforms like Microsoft 365 or Google Workspace, integrate their AI-powered features. That way your team won’t have to learn a whole new platform and way of working from scratch. They might have even had a play around with some of the tools already. For example:

• Use Microsoft’s AI capabilities to create and format documents or analyse Excel data.
• Leverage Google Calendar’s AI scheduling suggestions to book meetings efficiently.

Explore AI tools for HR and hiring 

Great news! Employment Hero is home to AI-powered HR solutions. So if you’re already using our platform (or you’ve been thinking about us) then you can leverage these features: 

Hero AI is a generative AI-answering solution for your employees. It’s powered by a Large Language Model (LLM) that allows you to ask your organisation any questions about its policies and it will dig up the answer. It offers a robust question-and-answer format that extracts key information from policy documents into easily searchable and understandable formats. Imagine if your employees could ask the platform questions instead of your HR team. It might be things like: 

• What is our parental leave policy? 
• How many sick days do I get each year? 
• What are the days that the office is closed over the Christmas break? 

SmartMatch is our AI tool within Employment Hero Jobs. It uses AI to review existing candidate profiles on the platform and connect you with the people you’re looking for, even before you post a job. Imagine if you could look at hiring Christmas casuals in minutes instead of days (or weeks). 

Talk to one of our business specialists and request a demo. We could go on but this article isn’t about us. 

Start with a pilot workflow

Rather than rolling out AI across multiple departments, start small, no need to exhaust yourselves. Select a single workflow or task to automate or enhance using AI. Monitor the impact, gather feedback and scale from there.

How to use AI effectively at work

While the potential of AI is enormous, using it effectively requires some planning. Here’s how to ensure you’re leveraging AI in the best possible way:

Choose the right use case for your team

Dive deep into the heart of your workflow to unearth those persistent snags and time-consuming tasks where AI could truly revolutionise the way you work. Then, it’s about playing matchmaker: finding the perfect AI tools that seamlessly align with your team’s unique needs, ensuring enthusiastic adoption and a powerful ripple effect of positive change.

Set clear goals and track outcomes

Before you start using AI, it’s really important to know what you want to achieve. Think about how you’ll measure if it’s working well. For example, will it help you save time, get more done, or make fewer mistakes? By setting clear goals, you can see the real benefits of using AI.

Upskill your team on basic AI literacy

Invest in training to familiarise your team with AI tools and applications. This doesn’t have to be complicated – start with the basics and gradually build skills. Provide workshops, online courses or dedicated learning resources to help employees understand how AI can enhance their roles and workflows. Encouraging experimentation and providing a safe space for questions can also foster greater adoption. 

Encourage experimentation and feedback

Position AI adoption as a collaborative process. Allow your team to experiment with tools and provide feedback to improve their usability and effectiveness. By framing AI adoption as a collaborative process, you empower your team to be active participants rather than passive recipients. This involves encouraging them to explore various AI tools, test their functionalities, and openly share their experiences. Their feedback is invaluable for identifying areas where tools can be improved, customised or integrated more effectively into existing workflows, ultimately increasing their practical value and user acceptance.

Top beginner-friendly AI tools to try

If you’re unsure where to begin, start with these beginner-friendly tools that require little technical expertise. The go-to tool is usually ChatGPT – a conversational assistant for generating content or answering business queries.

Rather than overwhelming your team with lots of different tools or information on platforms, encourage them to start using a tool like ChatGPT for everyday tasks, even non-work tasks. The more they start to use it and get familiar with the tool and outputs the better their experience and adoption will be. 

For example, here are a few very easy prompts to get started with personal use: 

• Meal planning. I have potatoes, chicken and broccoli at home. Can you provide me with three different week-day meal options that I could make using these ingredients and general pantry items and spices? 
• Exercise. I have an hour lunch break at work and I’m getting a sore neck from sitting at my computer. Can you recommend a 20-minute exercise program that I can do during the day without needing to have gym equipment handy? 
• Career planning. I want to progress my career and step up to a new role. My current role is X and I want to move up to X role. What are the key skills I need to develop and can you build me a career improvement plan for the next 6 months? 

The results won’t always be perfect (watch out for any broccoli cake recommendations) but your team can enjoy sharing the answers and what they did to refine the output. 

Overcoming the most common AI fears at work

AI adoption often comes with several concerns, some justified, others less so. Here’s how to address common fears and help teams feel confident:

“Will AI take my job?”

AI is a tool, not a replacement. It complements human skills by handling repetitive tasks, allowing employees to focus on high-value, creative and strategic work.

“Do I need to code to use AI?”

Most business-grade AI tools are no-code or low-code, meaning you don’t need technical skills to deploy them. They’re designed with intuitive user interfaces.

“What if I make a mistake?”

Many AI tools come with built-in safeguards, like undo functions or approval workflows, to minimise errors. Start small – mistakes made during pilot projects are easier to manage.

Final checklist to get started with AI at work

Making AI adoption seamless and successful starts with a practical, step-by-step approach. Here’s an expanded checklist to guide your team through the process:

1. Identify a task to automate

Start by mapping out routine, repetitive, or time-consuming tasks in your workflow. Common candidates include data entry, scheduling, email sorting, or basic report generation.

Tips and hints:

• Survey your team to pinpoint which tasks eat up the most time or are prone to human error.
• Look for processes that are rules-based and consistent—they’re often the best fit for AI automation.
• Prioritise tasks that don’t affect mission-critical functions, so you can experiment without risking core operations.

2. Choose your tool

Once you’ve targeted a workflow, research available AI-powered tools geared towards that specific need. Seek out platforms known for their user-friendliness and strong customer support.

Tips and hints:

• Read case studies or reviews from businesses similar to yours to evaluate effectiveness.
• Trial multiple tools with free versions or demos before committing.
• Consider integration—choose tools that work well with your existing software stack.

3. Set a mini-goal

Define what success will look like for your initial pilot. This could be a measurable benefit, such as “save two hours per week on scheduling” or “reduce manual data errors by 80%.”

Tips and hints:

• Make your goal specific, measurable, and time-bound.
• Communicate the goal to all team members so everyone knows what you’re aiming to achieve.
• Start with a conservative target—early, easy wins build momentum and confidence.

4. Measure success

Track the results of your pilot against your mini-goal using clear metrics. Gathering data will help you evaluate if the tool is delivering the promised value.

Tips and hints:

• Document before-and-after metrics, such as hours saved, errors reduced, or team satisfaction.
• Use surveys or regular check-ins to collect team feedback on usability and impact.
• Identify any unexpected benefits or setbacks and note them for future projects.

5. Share insights with your team

After the pilot phase, review your findings with your team. Transparent sharing helps reinforce trust and encourages organisation-wide learning and improvement.

Tips and hints:

• Host a debrief session to discuss what worked well and what should be improved.
• Celebrate wins—recognise early adopters and share their success stories to encourage wider involvement.
• Use feedback to refine your approach and identify the next task or area for AI adoption, fostering a cycle of continuous improvement.

By following this structured checklist (one step at a time) you’ll create a strong foundation for AI adoption in your workplace and set your team up for long-term success. 

Unlocking the potential of AI at work

AI can seem complex at first glance, but it offers countless opportunities for SMEs to improve efficiency, productivity and employee satisfaction. By starting small, focusing on real-world problems and taking a structured approach, anyone can integrate AI into their workflow effectively. Keep experimenting, improving and building confidence, and before long, AI will feel as natural in your workplace as email or video conferencing does today.

Make today the day you take your first step into AI at work – your team and your business will thank you for it.

This guide will teach you how to use the SMART system to set and achieve career goals.

Whether you’re ready to put your head down and climb the corporate ladder or learn new skills to change careers, we all know that some career planning is necessary to achieve what you’ve always wanted.

Ultimately, you are in the driver’s seat when setting goals, and you have the key to determining how your career helps you achieve your ultimate goal.

If you’re ready to up your game and chart your career path, read on as we tell you how to define your career for the next decade.

How do you determine your career goal?

When you’re caught up in the daily grind, it can be easy to lose sight of your own career goals.

That being said, it’s important that you take the opportunity to plan what you want your career to look like. Consider setting career goals based on what you would like to accomplish professionally in the next decade.

One of the most important things when it comes to setting career goals is making sure it’s something you love and can see yourself doing long term.

With most employees now retiring between the ages of 65 and 70 (and that number is expected to increase over time), it’s important that you choose a career path that you enjoy.

“The average person will have at least 12 jobs in their lifetime.” – Balanced careers

Are you on the right career path?

Can you imagine yourself in your current job, moving up the ladder of advancement over the next 2, 5, or even 10+ years, or does the idea of ​​a career change make you more excited?

Sometimes you may think you’re no longer in love with your career choice and start to wonder if it was the right path. However, sometimes a simple career change can reignite your passion in your chosen field.

Setting career goals with SMART

When you have specific long-term goals in mind, it’s easy to break them down into small steps.

When creating professional career goals, it is important to create them in accordance with the SMART method.

For example, if your career goal is to be in a management position within the next 10 years, you might have more modest goals to achieve each year.

These short-term goals could be to hone your skills, learn new software, or manage a team.

If you don’t know how to set career goals, here are some examples of setting career goals:

Short-term career goals

• Get a promotion. For example, moving from a coordinator role to a manager role
• Develop your professional network on LinkedIn
• Take additional training to acquire new skills

Long-term career goals

• Progress into a management or leadership role within a large organization
• Become a career coach in your sector
• Speaking at professional events.

Long-term personal goals

If you’re an aspiring entrepreneur, don’t be afraid to set long-term personal goals in addition to your career goals, like running your own business or business.

It’s important to define what success means to you. Be realistic with your expectations and make the set goals measurable.

Here are some examples of personal goals:

• Reach $1,000 in monthly income in your own business
• Achieve a better work-life balance with reduced working hours

Identify your knowledge and skills gaps

When it comes to career advancement, it’s important that you recognize where your skills gaps are.

When you identify skills gaps and actively seek to fill them, you will feel better equipped to accomplish the task at hand. This can be a great achievement to mention during your annual performance review.

Whether it’s continuing your higher education or undertaking a short course, the benefits of investing in your learning and development can have a significant impact on your career progression opportunities. Hello, promotion!

Often what’s holding you back isn’t a lack of skills or knowledge but the courage to step out of your comfort zone! Our best lessons are found in trying the unknown. So buckle up, support yourself, and learn to take risks when necessary.

Reevaluate your career plan frequently

In today’s ever-changing job market, it is essential to constantly review your career goals.

With technology now occupying an important place in every industry, it has never been more important to stay on top of new technologies and create your long-term goals around them.

According to a Dell study, it is expected that by 2030, 85% of the jobs today’s learners will do in the workforce haven’t even been invented yet.

The conclusion

Although setting career goals for the next decade may seem overwhelming, it is essential for your personal and professional development.

When it comes to career planning, we suggest dividing your career goals into short-term and long-term categories. These career goals might include actively searching for skills and frequently reviewing your goals to evaluate your progress. The key is to regularly perform a self-assessment of your current skills.

Ultimately, you have to become familiar with the unknown. Many jobs of the future don’t even exist yet. By focusing on your personal growth and essential skills such as resilience, strategy and networking, you will be able to cope with whatever may come your way.