Customer Focus - Extreme Networks Innovation. Simplicity. Performance Manual

5.5 Resource Management: Resources are allocated per forecasted requirements, periodically reviewed,
and adjusted where necessary. Annually, the management team establishes the corporate objectives,
quality goals and customer requirements, to determine the resources required to meet them. The
Leadership Team is responsible for providing adequate resources that enable employees to operate
effectively, and for ensuring that individual and organizational goals are achievable.
5.6 Financial Management: Processes are established to manage the responsible flow of capital through
the organization. The Leadership Team is responsible for providing resources sufficient to achieve
the organization's strategic goals. To ensure alignment, budgets are developed in parallel with the
strategic plan. Metrics provide real time financial performance visibility so plans can be adjusted in
response to changing business conditions. The complete financial system is reviewed periodically by
an independent audit firm to confirm compliance with all applicable regulations for a US-based
publicly-traded organization.
6.0 Information, Documentation, & Records
6.1 Management of Information & Data: Business information and data are controlled so that essential
items are available as required to support the work being done. Information includes: electronic data,
and paper-, network-, or web-based systems. Controlled information and data can be accessed via the
intranet or corporate database systems with the appropriate user-access permissions. Electronic data
and information, including data supplied to and from customers and supply-chain partners, is
managed through controlled common systems to provide data security, integrity, and availability.
6.2 Quality System Policies:
procedures / work instructions, are controlled documents. Changes to the Quality System Manual
require the approval the Corporate Quality Officer and the President / CEO.
6.3 Quality System Records: Records are stored and maintained in a manner that is readily accessible and
minimizes damage or loss. Quality system records are maintained in a legible format and are
identifiable to the appropriate product(s), process(es), or program(s). Wherever practicable, records
are maintained electronically with the appropriate security and network backups. After the defined
retention period, records are deleted or destroyed, as appropriate.
7.0

Customer Focus

7.1. Customer First: The Services team mission is simple: "Delight our Customers... everything else
follows." This team is focused on creating and delivering the services that extend the value of
technology and enables businesses to excel. The Services team strives to improve its responsiveness,
to anticipate customer requirements, and to provide world-class products and services.
7.2. Customer Requirements: Extreme Networks uses a variety of methods to engage its customers and
potential customers to better understand their product and service needs. This includes participation
in industry forums and trade shows, individual customer meetings, and the Customer Advisory
Council. Customer input is used in the design of new products, product features, and service
offerings. Further, Extreme Networks partners with key customers to evaluate new products in a
beta-test environment prior to general release.
7.3. Customer Satisfaction:
products, services, and business processes through surveys, customer meetings and account reviews,
the Customer Advisory Council, and other customer communications. The findings from these
various communication methods are reviewed through the Quarterly Business Review.
appropriate, issues are escalated to the continual improvement program for investigation and action.
Doc. # 101
Rev. R05, 03jul11
Corporate policies, the Quality System Manual, and the supporting
Extreme Networks gathers customer satisfaction information regarding
Extreme Networks, Inc.
Printed Copy is Uncontrolled
As
Page 6 of 10
Owner: Corporate Quality