How an engagement with Elena Drancova actually runs.
This is the customer path. It is the same path whether you are in Chișinău or joining remotely. Paid work does not start in the middle of it. The offer explains the three commercial forms. The services explain the documents. What follows is who does what, in order.
01
First correspondence
What you do
Write through the contact form or to [email protected]. Name the flow or the management problem, the teams that touch it, and the decision you hope the work will support. A few sentences are enough. A slide deck is not required.
What the practice does
Reads the note on business days and replies to the email address you gave. The reply either proposes a fit conversation, asks for one missing fact, or says the work is outside the practice. A refusal is sent plainly. Messages that arrive before a weekend or a Moldovan public holiday may be answered on the next business day.
02
Fit conversation
What you do
Join a 45-minute conversation, usually by video. Bring the person who can later accept a proposal, or be ready to say who that person is. Be able to point at one flow, even if you are not sure it is the right one.
What the practice does
Tests whether a diagnostic or a design service is warranted. The conversation has no fee and produces no map. It ends with one of three results: a proposal will follow, a proposal would be premature and why, or the practice is the wrong help. Nothing in the conversation obliges either side to continue.
03
Written scope
What you do
Read the proposal. It states the question, the boundary, the timetable, the fee, the people the practice needs access to, and what is not included. Accept it in writing, ask for a change, or decline. Paid work does not start on a verbal yes.
What the practice does
Sends the proposal by email, usually within five business days of the fit conversation when a commission is warranted. If the request changed during the conversation, the proposal follows the conversation, not the original guess. The practice does not begin interviews while the fee is still unstated.
04
Fieldwork
What you do
Name an internal coordinator. Provide the documents listed in the proposal and a sample of recent cases, including one that went badly. Put the interviews in the calendar. Tell the people being interviewed why they were asked and that they can say when a case should not be shared.
What the practice does
Reads before the interviews. Asks about normal work and about exceptions. Checks a fact that will carry a conclusion back with the person who supplied it. Does not surprise a staff member with their comments in a leadership meeting without having understood the context. Fieldwork is heaviest in a diagnostic and in the opening of a design engagement. A pure sequence engagement has little of it, because the design is already accepted.
05
Working design
What you do
Read the draft before the decision review. Send corrections of fact early. Distinguish “this is not true” from “this is true and we dislike it.” Both are useful. Only the first is a correction.
What the practice does
Issues a draft with enough time to read it. The draft uses the four layers: flow, ownership, decisions, evidence. It marks uncertainty instead of filling a gap with a smooth sentence. Where a design choice has a cost, the cost is written next to the benefit.
06
Decision review
What you do
Put the people who can accept or reject the design in the review. A review held with people who must then “check with the founder” is a draft meeting, and it will be labeled as one. Decide, for each material point: accept, amend, or reject.
What the practice does
Chairs the review against the draft, not against a new idea introduced in the room. Records the decision on each point. A rejected point stays in the open-point list. It is not quietly redesigned into the final pack. Disagreement is a normal outcome of this meeting. The FAQ explains what happens if the design and the leadership team do not match.
07
Sequence and handover
What you do
Name the internal owner of adoption if a sequence is in scope. Accept that the practice will not run the Monday meeting after the documents are issued. Schedule the handover with the people who will use the pack.
What the practice does
Issues the final documents listed in the proposal. Walks through how to read them. For a design engagement, answers written questions about those documents for 15 business days after issue. The practice does not operate the process, coach every team meeting, or update the documents forever. Further work is a new proposal.
08
After the engagement
What you do
Run the cadence you accepted. Watch for the workaround the design said was likely. If the design is wrong in use, treat that as information. You can come back with a bounded question; it will be scoped on its own, not assumed to be included.
What the practice does
Stops. That is intentional. A process strategy practice that stays to operate the process has not finished the design. Confidential material from the engagement is not reused as a public case. Personal data from the website enquiry is handled as the Privacy Policy describes, which is separate from the client files covered by the proposal.
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