Concerns for quality – particularly since the BOH in-house facilities group received high marks in that area – were top-of-mind with Paxton as negotiations were under way. “In this kind of a situation [to outsource], you have to make the assumption that quality will be equal to or better than what you’re already providing,” says Paxton. “If not, why go that route or even consider it? As part of the bank’s New Era restructuring, quality and customer service were still major issues.”
