Client journey
This is the working path for a business process strategy engagement with Andrian Pronin. The stages stay the same whether the subject is a diagnosis, a redesign, or a cadence. What changes is the depth, which is set in the written proposal described on the offer page.
Plain terms
ANDRIAN PRONIN provides business process strategy at Mihai Eminescu Street 74
MD-2012, Chișinău
Republic of Moldova. Email [email protected]. The practice is independent. It is not a Google partner, not a government office, and not a software vendor.
The work is advice on how a workflow is owned, handed on, decided, and reviewed. The services are operating model clarity, process diagnosis, workflow redesign, decision and handoff design, and operating cadence. Formats are a Diagnostic Brief, a Redesign Program, and Cadence Advisory. Nothing on this site is a promise of a savings figure or a headcount change.
The enquiry form is free. This website does not take payment, start a subscription, or add a call-out charge. A fee appears only in a written proposal after a scoping conversation. That proposal states the amount, what is included, and what is not. You pay only if you accept it in writing. Declining it costs nothing.
Your name, email, organisation, and a short note about the workflow, so a reply can be specific. The form does not ask for a password or a payment card number. How that information is used is in the Privacy Policy.
You write through the contact form or by email to [email protected]. A useful note names the organisation, your role, the workflow that hurts, and whether you already know which service you need.
A short description. You do not need a process map, a slide deck, or a formal brief.
A reply, usually within two business days, either with times for a conversation or with a clear note if the request sits outside the practice.
Discovery is a working conversation, not a presentation. It tests whether the question is really about process strategy: ownership, handoffs, decisions, or review. If the need is software implementation, legal advice, or interim management, the practice will say so.
The people who feel the friction, and one example of the work moving badly or well.
A recommendation of the engagement shape, the boundary, and whether a proposal is worth writing.
If you want to continue, the practice sends a written proposal. It states the workflow, the services in scope, the people to involve, the timeline, the deliverables, the fee, and what is not included. Work starts when that proposal is accepted in writing. Nothing on this website is itself a contract.
Access to the recent cases that will be walked, and the names of the people who touch them.
A session outline and a short list of materials to gather. Old procedures are useful context. They are not treated as the truth of the current line.
Sessions follow the Line of Work method: bound the flow, walk real cases, name the breaks, and, where the proposal includes it, redesign the line and set the cadence. Sessions are held with the people who do the work as well as the leaders who own the interfaces. The practice can work on site in Chișinău or remotely when the cases can still be walked properly.
One client contact keeps the practical thread: scheduling, materials, and questions between sessions. Notes of decisions are shared in writing so the design does not live only in a call.
If the boundary needs to move, that is discussed before extra work begins. Scope is not quietly expanded.
Delivery is a set of working documents, not a theatrical readout. Depending on the services in the proposal, that can include a current-state map, a friction register, a future-state map, a decision register, handoff standards, and a cadence pack. Each item is reviewed with the client contact before it is treated as final.
A person who was not in every session can still see who owns the next step and what “ready” means.
Running the process for you, configuring software, or staying on as an extra manager. Those limits are also written on the offer page.
After delivery, the team runs the line. Some clients stop there. Some continue into another service, usually from diagnosis into redesign, or from redesign into cadence. Any continuation is a separate written proposal. There is no obligation to continue.
Questions about confidentiality, timing, and fees are answered in the FAQ.