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The aim of this study is to investigate the influence of Project Management Office (PMO) functions on project performance in businesses in Lower Middle-Income Countries (LMIC) using Partial Least Square–Structural Equation Modelling (PLS–SEM).

Utilizing close-ended questionnaires in a cross-sectional survey, 256 project professionals from 10 business sectors in Ghana views were elicited. The questions were developed through a comprehensive literature review and involved 27 PMO functional measures grouped into 6 and 19 project performance measures grouped into 6. Data collected was then analysed using the PLS–SEM to validate the hypothetical relationship.

The PLS–SEM model supported 13 (t > 1.65) out of 36 hypotheses investigating the relationship between PMO functions and project performance. Variations in the PMO functions moderately (R2 = 0.34) explained the performance of projects. The aggregate activities of the PMO had the highest significant influence on environmental performance (R2 = 0.467). The topmost PMO function was identified as monitoring and controlling project performance, and it was significantly associated with cost (ß = 0.265, p < 0.05), quality (ß = 0.291, p < 0.05) and project scope (ß = 0.265 p < 0.05) performance.

This research has brought more illumination to the functions of PMOs and its influence on project performance. The results suggest that PMO activities, when tailored to the business context, can significantly change project performance variables.

Most research on PMO and project performance has been limited to developed countries or a single sector. This study uniquely expands the business sectors and focuses on LMICs.

Discount grocery stores (DGSs) are attractive food supply chain (FSC) channels because many cost-conscious Indians use them for monthly needs. Despite capacity, DGSs must address customer concerns about store crowd densities and improve their COVID-19 preparedness. The purpose of this study is to learn how retail operations strategies can improve customer experience and how stores can benefit.

The study looked at a case study where retail operations are run more efficiently, and the customer experience is enhanced by standardizing and customizing customer transactions. The potential benefits that customers and retailers might anticipate are then statistically verified. Next, the potential benefits were examined to determine which ones from customers’ and retailers’ views should be prioritized to increase satisfaction.

The case situation analysis in the study demonstrates how DGSs can improve their retail operations to reduce customer wait times and provide greater convenience. The study also provides practitioners with potential benefits to pursue from the perspectives of retailers, customers and both retailers and customers.

This study requires many past transactions and can be considered an extension of the current study, so it does not capture floor space and capacity improvements.

This research can help FSC retailers compete with upstream supply chain partners and customers in omnichannel retailing. By improving DGS retailer capacity and customer experience, this study can benefit all FSC stakeholders.

Although there are numerous potential benefits that practitioners can pursue, the current study suggests that practitioners focus on those that can improve retailer and customer satisfaction.