Hazel Kemshall, joint Lecturer in Social Work at Birmingham University and SPO in the West Midlands Probation Service, argues that the mere acquisition of accountancy skills by managers in order to respond to government pressures on cost effectiveness will not be enough. Rather, the present economic and political climate requires managers and staff to concern themselves with clear planning, commitment to quality, and the effectiveness of all aspects of the work of the Service. A critical analysis of the usefulness of present performance indicators in contributing to this agenda is offered, particularly in respect of issues of effectiveness, quality, anti-discrimination and staff morale. She concludes by suggesting a formula for change in management practice and a framework for measuring both efficiency and effectiveness.