B) customer centric:

 Companies should focus on positive customer experience which helps the company to
build trust and loyalty of customers.
 In this case, when the aircraft got hit by bird several parts like air intake, some control
surfaces on the leading edge of wings etc., were substantially damaged in order to
repair and replace this aircraft was required to be moved to IAI’s main factory at
Ashdod and the process of replacing the parts would have taken 4-5 months, but as
per Amy’s requested that if he and his team could help them in replacing parts at the
base itself by taking them from another unserviceable Aircraft, Moshey’s reaction
initially was an emphatic NO and Moshey also know that if he had approached his
boss it would be a clear NO. But Moshey focuses on creating a positive experience for
the customer by discussing the customer issue with the technicians and convincing
them to ensure that the damaged aircraft was bought online in the next 48hrs ,True to
their word, they worked day and night and achieved the feat. Moshey after taking
these sort of decision his boss was truly upset and removed Moshey for the main
stream operation and put him in charge of documentation section, but later on when
Moshey’s boss received a confidential citation from, Brigadier Franklin Taal saying
that it was the wonderful job the IAI team carried out at their base in recovering a bird
hit aircraft which had helped IAF in successfully completing a major strike operation
against terrosist, Moshey’s boss felt very happy and realized that this was all because
of the customer centricity demonstrated by Moshey and made him overall incharge of
all overhaul operations. Hence the customer centricity shown by Moshey towards IAF
has helped IAI to hit new heights of success.