Final answer:
The 2% difference between the firm's delivery standard and its actual performance is known as a delivery performance gap, which is crucial for assessing and improving business delivery service.
Step-by-step explanation:
The difference between the established standard of 96% for one-time delivery and the actual one-time delivery rate of 94% that the firm achieved over the past month is known as the delivery performance gap. This is a measure used in business to assess the performance level of a company's delivery service compared to its set standards. To calculate this performance gap, you would subtract the actual delivery rate from the standard rate. In this case, the calculation would be 96% - 94%, resulting in a 2% delivery performance gap. This gap can help the firm analyze the reasons for non-adherence to the standard and implement corrective actions to improve on-time delivery rates. Such measures might include reviewing logistics, delivery processes, supplier performance, or customer service strategies.