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Standards Gap
The difference between existing standards and the newly established benchmarks that need to be met, often leading to a period of adjustment for organizations.
Knowledge Gap
The difference in understanding, information, or knowledge between individuals, groups, or data sets.
Zone of Tolerance
The range of service levels between the desired and adequate performance levels of customers, within which customers are willing to accept variations in service quality.
Service Delivery
The act of providing a service to customers or clients, encompassing the processes and interactions to meet their needs.
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